[jsnelgro]

I had a very similar experience except it was a 1st gen MS surface book packaged in a 2nd box. They look nearly identical. Spent months getting gaslighted by Amazon support. My coworker who'd previously worked at Amazon Fulfillment suggested I email [e-mail] directly. The case was picked up by a higher-level CS rep and they reversed the charges. No apology or concessions for the horrible experience otherwise. I truly hate this company.