I just did an advanced replacement of my Surface Pro 2 due to firmware issues. Microsoft was pretty quick on sending the replacement. Coordinating the delivery (signature required) with FedEx was a whole different story. After three failed delivery attempts, I had FedEx hold the shipment for me and picked it up at one of their facilities (25 miles away). I finally got my replacement device and took a look at it when I got back to my car—as you can imagine, I was pretty excited. A few minor scratches here and there but nothing unacceptable. I was told I was going to get a new device, but clearly that was not the case. I tried to turn the device on but the battery was dead. I put the device back in it's packaging and went on my merry way. When I got home, I plugged the device in and let it charge. When I turned it on, to my amazement, I was greeted with this: Apparently the device I received was one that another person returned (obviously, as like I said, the replacement was clearly refurbished). Here are my initial thoughts... 1. Microsoft is supposed to be wiping these devices—clearly this is not the case, or at least not the case with this particular one. 2. How is a "general user" supposed to even "make this device their own" without defeating security mechanisms? 3. Is Microsoft just playing "round robin" with our returned devices? Are they even fixing anything, are they even checking the returned tablets? So in the end, I'm stuck with a locked out replacement device. I'm tempted to contact the previous owner—am I ethically obligated to? I know I would want to be contacted if this happened to me. I planned to completely wipe my device myself before sending it back to Microsoft, and told their support that when I initiated the warranty exchange, to which they responded with "you don't have to, we're supposed to take care of that." Obviously, I am not impressed. How should I proceed?