surfacebook 3 that i bought brand new

I bought this new from best buy a year ago and cant get anyone to help with this thing! Microsoft techs have said they believe its hacked and has been from day 1 yet they keep transfering me to i get hung up on. I need to do work from this and have paid 2k for a laptop i cant even access files on anymore. they are there just says i have no permission and its missing drives. please please help someone! They said they would send a new one but never got anything and its been a year now