Complaint regarding mismanagement of my call to microsoft store support call center

I would like to start an inquiry regarding my experience with the Microsoft store call center. I have been purchasing Microsoft Surface computers for over 10 years for our business (this is our 7th), but the last one I ordered in November 2025 was with the Snapdragon processor which does not allow basic functionality for our business (we record music with ProTools which does not run even with emulator). It took us nearly a month to realize this was the problem, given that we couldn't even install ProTools on the laptop, and we couldn't readily identify why. When we found out about it, I called on the phone the Microsoft Store support center, and spoke extensively with the representative, who told me that an exchange for a different laptop with Intel processor would be possible, and that he would call me in the next day to finalize the exchange so I can decide which exact configuration I would like. I did not receive any phone call the next day, and when I contacted the Microsoft Store support, they could not help me for 2 reasons: 1) there was no case number or record that the representative created when I spoke with him on 1/31/2026, and 2) the deadline for exchanging the laptop ran out exactly that day, and now on 2/2/2026 they cannot do the exchange any more, which the representative on 1/31 also did not tell me, as clearly that would have helped in securing an easy exchange of the computer.

I was hoping to see if there is option to escalate this concern, as this seems very strange and surprising from Microsoft which has been our supplier of computers for years: 1) the representative on the phone on 1/31/2026 lied to me and likely did not intend to call me back the next day as promised; 2) the representative likely purposefully did not create any record of our encounter on 1/31/2026 as I did not get any case number and did not receive any email showing this phone encounter; 3) after buying multiple devices from Microsoft over 10 years, I would expect a better treatment given that I do not want any money back, I just want to exchange the computer for one that actually runs the programs like all the previous Surface computers we had.

Please let me know if I could provide more information regarding this matter. I will try to also alert our contacts at the Microsoft corporate headquarters as a parallel channel of inquiry, as it may be helpful for them to hear about these types of issues, which seem to unnecessarily put really bad light on Microsoft's business practices.

Thank you,

TK