Woo.. tried again last night then got this email this morning
Dear Sir/Madam,
Thank you for contacting Microsoft® Customer Services.
In reference to your support case number ID: 1234567890, I am glad to inform you that I can offer you a warranty replacement for the hardware you are facing difficulties with.
Please allow approx. 10 days for the package to be delivered once it has been sent from our side. If you have not received the replacement for 14 days please reply to this email. I suggest you mention the support case number in your reply.
Many thanks for contacting us.
Kind regards,