I recently sent my Surface Pro to the Sydney(Aust) repair center as requested when trying to troubleshoot an issue via their phone support. Tracking details show that it was successfully delivered, but they seem to have lost it. I've got nowhere with phone support except a lot of "We'll look into it and call you back by ....", but they never call me back. I've tried to get the issue escalated. They say they have and I will definitely get a call back, but these calls also never arrive. Is this level of incompetence what others find? (If so I will pay the extra on my next SP for the better warranty). Is there any way to get to talk to someone more senior to the supervisors of Microsoft Phone Support?