Unfortunately most countries where the Surface has been launched already do not have physical stores. Hence for us the only option is to contact Microsoft Support which means that getting an exchange completed is not going to take a couple of minutes only..And even when you do get an exchange, it seems to be random what kind of resolution is offered (some will create an advance/standard exchange for you, some others tell you to arrange it yourself)
Just to chime in on this; My Surface was received on a Tuesday by the repair center and I got a new replacement unit back a week and a half later on a Thursday.
Bad thing is that they sent a 32GB unit instead of a 64GB one (ugh). Since that Thursday it's been escalated to a specialist. Considering they should contact you within several business days, which didn't occur, the only thing possible was for the Tech Agents to add a note each time you contact them to speed things up by the specialist (doesn't seem to work much). So was contacted several days ago by the specialist who asked for further details. So a lot of rehashing of information I've given to the Tech Agents each time I contacted them, but not had a further reply since then from the specialist. So, I don't know what is happening now. It's been since the 30th of November now when I received the purchased Surface, was able to use it for a few days only until I had to ship it back. Not been able to use this new 32GB unit as I have to send it back as well. The infrequent updates on Microsoft Support's end leaves you guessing what they're doing most of the time. This area is definitely something worth looking at and improving on by Microsoft. Can't say I'm pleased with how things have been going so far. To be continued..