Microsoft Surface Pro 4 - Warranty Issue

TLDR: Replacement Surface Pro out of warranty, but original is stated to be in warranty. Contact support, they almost make me pay for replacement, I point out the warranty matter, which they then escalate to have a warranty transfer. Two weeks later now and I still don't have a replacement.

Hi everyone I'm after some opinions as to what to do if anything in this situation I am in.

On November 19 of this year I noticed an issue arise in the display of my Surface Pro 4. The issue is very noticeable on a dark background and there is a portion of the screen which has what's best described as a 'light stroke' in it. So if the background is black this area looks like a white blurry line. This device is not my original device and is actually a refurbished replacement which was replaced earlier in the year in May. The original device developed two spots that had like permanent pressure points that caused a noticeable white bleed in screen. This was covered under warranty as when I logged into view my Microsoft devices warranty status it was covered. I sent my original back and got the refurbished replacement sent back.

So my first suspicion if you can call it that, is when I logged on to check the warranty status of my device it was stated to be in warranty, but there were two warranty options. One was Manufacturers Warranty Ends DEC 18 the other was Replacement Warranty Ends NOV 18. So I contacted Microsoft Support on Twitter to see what this means and they told me to call Microsoft Support on the phone. I do this and the person I'm dealing with gets me to do all these troubleshooting steps even though I'm 99.9% sure its a hardware issue. Takes me a day to do all this because they wanted me to do a factory reset. I contact them the next day (20th) and the girl says 'ok we will move on to the next step and get the repair/replacement sorted'. Its at this point she asks me for the serial number of the device, which at this time is different from the serial number on my warranty status page. Which is expected seems this is the replacement, but I assumed at the time there systems would have these devices linked or something like that. So I entered the serial number of my current replacement on the status site and see that its status is out of warranty, which I don't get how that can be correct when my original is covered. I'm doing this while on the phone to support and she mentions that 'because your device isn't in warranty it will cost XXX'. I point out that my original device is in warranty so why am I paying? She responds 'oh sorry sir, I will fix this for you, let me contact someone higher up'.

She comes back to me saying that I will now need to provide proof of purchase so that her higher ups can do a warranty transfer. I tell her it will take me a while to find it and email a photo of it to her. I purchased the original device from Harvey Norman and here is where the next 'suspicion' arises because my purchase date is 23/06/2016. So at this point I kind of don't even know how I'm in warranty, not that I'm complaining. So communications between myself and the support person turn to emails. Days pass and I haven't heard anything apart from the escalation team being busy. I also have the Microsoft Support Twitter account asking me hows it going from my original enquiry with them. I tell them its crap being ran around and I'm pretty ticked off, they say they'll check it out if I give them the service request number. Again told by twitter that there escalation team is busy.

Finally on the 30th of November I receive an email to my account that's linked to the Microsoft device (which isn't the email I was using to contact support due to send/receive issues between us)

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OG Support person email

We're almost there. Further update : The Grat Team is already on the process of reconciling the present case with the previous replacement order for the warranty adjustment. Due to high volume of calls and escalated cases, It turned this process out to be long. My apologies for that. I'll keep you posted about this case.

Thank you for your patience. Have a great day!

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Twitter Support sent an email also

We have successfully adjusted your device warranty. Just in case you are ready to proceed with the replacement, you can process it on this link: devicesupport.microsoft.com.
Thank you for choosing Microsoft Surface. We hope to hear from you soon!

Service Order #: XXX

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Since these two emails I haven't heard anything from twitter or the original support person I phoned (I have messaged both). I don't know if I'm still waiting for them to process a replacement or am I meant to start the process all over for a replacement. I don't get why I now have to do what the second email above says, I would have assumed they would organise the replacement etc.

So do I wait to see if I hear from them again? Start the process over for a replacement seems warranty is now transferred? Or can I complain to someone, consumer affairs or something?

Any advice is hugely appreciated and if you did read this all your a champion, thanks.