Got sent a faulty laptop by Microsoft and now microsoft support is down

Hi,

I don't know if anyone who can help me will see this, but at this point I think it's my last shot.

About a month ago, I ordered a new Surface Laptop from the Microsoft website, and was having trouble using my USB microphone with the laptop. After trying for weeks with different support people, I took it to the Microsoft Experience Centre and the lovely woman who was working there managed to work out that the USB port is faulty, and put in a request for me to get it swapped. I never heard back from Microsoft about the swap, so I tried to contact support, but it seems to be down. Or at least, I can't get hold of anyone from the online chat, or mobile, and have put my phone number in to be contacted, but after a week haven't been contacted at all.

I then had to go back to the microsoft centre and that same worker tried everything she could, but said I need someone from support to help. It also turned out mircosoft had put the issue as resolved which it is NOT. She really kindly reopened the case for me but at this point there's nothing else she can do so I just need to speak to someone who can help me with this.

I seriously need a laptop with a working USB port, and it's absolutely ridiculous that I'm unable to get Microsoft to send me a laptop that actually works. This is also the SECOND time I've had to get a swap in the last two months as the first time I was sold the wrong laptop by a different microsoft employee.

Can anyone help me?

Thank you