Microsoft broke my laptop remotely and now I don't know where my laptop is

I have a surface laptop 4 I bought it nearly 2 years ago from jbhi-fi I also got extra warranty with them which is valid until 2028.

I contact online Microsoft support last week on the 6th august 2025 about internet connectivity issues. I go through 4 people and the last person who remotely dealt with my laptop Inam deleted all my drivers and reset my laptop without reinstalling the drivers. I could not use my keyboard, trackpad or touch screen because he deleted my input driver. Microsoft says get an external mouse, I find one I get to the next page and it says install drivers, I cannot because I HAVE NO DRIVERS TO INSTALL, I cannot get past that stage. I request a call from an agent she says we will replace or repair the laptop. I started talking to Microsoft at 12am and it ended at 8pm at night. the lady schedules a call for the next day 7th august 2025. I wait for her call, she does not call me.

I call Microsoft from the number she called me it is a bot, it thinks my computer is hacked because it can't understand me and hangs up, I ring again it hangs up because it remembers the last call. I try a different support number, it says you have exceeded your number of calls for the day, it HANGS UP. I go back online to speak to someone online, I tell them my previous case history, ID:7083529537 and the person who broke my laptop in the first place was Inam case number: 7083523354.

I request a call they finally agree I speak to Julia, she says the last I spoke to last night Kuehn A. is in a meeting and will call you back, she won't tell me when and she can't guarantee that. I say someone needs to fix my laptop she says I'll speak to her and call you back. I wait for her call, she calls me back, she says her manage said I can either fix it myself or send it for repair, I am not an IT TECHNICIAN OR I WOULD FIX IT MYSELF. I tell her I'll take the repair, we go through the process of creating a repair. she says you will get a shipping label then you will post it, she cannot help me any further. Julia clearly follows a script because anything I say that isn't on the script she physically stops talking to me. I tried my make a formal complaint online through Microsoft and guess what, you CAN'T!. IT ALL LEADS TO NOWHERE!.

I ask her while I had her on the phone I want to make a formal complaint and she WOULD NOT SPEAK TO ME UNITL I CHANGED THE SUBJECT.

I ge the shipping label on the 8th August, I print it off I ship it on the 11th august 2025. I get an email saying yes we have received this package. I think great its over they will repair the laptop and send it back. WRONG!

I get an email today 15th august form Microsoft saying my order has been cancelled? why ?

I try and contact Microsoft, GOODLUCK WITH THAT. I call the postal company, nobody picks up and they hang up on me, I am still waiting for a call back from Microsoft, whenever that will be.

WHERE IS MY LAPTOP? PHYSCIALLY WHERE IS IT, IF I HAVE ALREADY POSTED IT???????????????????

Microsoft is the worst company I have ever had to deal with in my entire life everything seems like its s scam, this is a multi conglomerate scam. I WILL NOT RECOMMEND ANY PRODUCTS TO ANYONE EVER AGAIN IN MY ENTRIE LIFE. I WANT MY LAPTOP BACK, BUT I CANT CALL ANYONE TO MAKE THAT HAPPEN.