I had the same problem. I reported the non-functioning pen and their reply was, "Why did it take you so long to report this?" (It had only taken me a couple weeks.) They are not interested in supporting the product at all.
Are you sure the problem is the Surbook and not the H3 pen? My burned Hi13 is kept hostage by CHUWI and I don't know if I ever will get it back. I still have the H3 pen as souvenir which was definitely ok until my Hi13 started its bad and unhealthy habit of smoking.
If you are in Germany maybe we can arrange I send you a working H3 pen just for testing or you send me your pen for me to test on my working Surbook.
Don't send your surbook anywhere if there is a chance it is ok. You may never get it back....