Yeah, with my SP2 it took 21 days for Microsoft to exchange my device. I was told it would take less than a week and also had trouble tracking what was happening. When the replacement did finally come, UPS left it out in the open by my door when it was freezing cold outside and rainy/snowy. They then didn't remove the hold from my credit card for 4 months. I have heard very bad things and very good things about Microsoft support. Seems like they're very hit and miss. My SP3 arrived within days though, ordered from the Microsoft Store. I don't get it, but then Microsoft has always been very hit or miss with me. Luckily my SP3 has been a hit *knocks on wood*.