This was a HUGE issue for me. I purchased a surface 3 for my daughter before she when to China for a year of study.
Halfway through the school year it started having phantom touch issues. Which can be frustrating to the point of tears... you are writing a paper, and suddenly the cursor is somewhere else magically and the input is going to the wrong paragraph or even worse, the wrong app.
I was so impressed at first at the technical support, they seemed very responsive. But the first support persons promise of help with-in days never materialized. And the number they gave us to get back in touch with them no longer worked. The second support person promised to exchange the surface. But the exchange location was in Shanghai not Beijing. A trip not possible for a teenager in a foreign country.
Time and time again they made promises which were never fulfilled. I swore MS off forever at one point. I finally figured out how to disable the touch screen so that the surface was at least usable as a laptop.
To give some MS credit they did promise to exchange the surface for a new one when she returned home. Even though it was technically out of warranty by a week at that point. By then there were strong yellow lines on the screen for some reason. Their exchange turned out to just be a repair for the touch screen (after waiting two weeks). But it was obviously the same machine because the lines where still there. Finally some strong but nice words with the manager of the MS store got them to exchange the surface that day.
Lets hope the new ones are better...