Windows Hello is such a PoS!

I have an MS Surface Pro 4. Wouldn't one expect that Windows Hello would work on this former "MS flagship" somewhat decently? But No! I almost always have to fall back to entering my PIN.
I have "improved" Hello over the last 3 years at least a few hundred times, but neither the face recognition nor the fingerprint sensor work properly in more than maybe 25% of the cases! It's really upsetting!

Unfortunately you're not alone in your experience. I know someone who runs his own business and spent a great deal of money moving from an Apple platform to a top-of-the-range Surface Pro 4 only to move back again after nearly 2 years of trying to get the problems with his Surface Pro 4 escalated and dealt with by MS.

He grew increasingly frustrated with the amount of time he spent on various forums himself because he couldn't get anyone at the Microsoft Store where he bought it or MS phone support to take ownership of one problem after another - USB3 not working (a driver issue), RAM not registering properly, driver updates to ethernet and wifi bringing online communication to its knees and a recurrent BSOD problem which turned out to be linked to it coming out of sleep, but only if it was docked.

After a third docking station in a row failed he gave up and went back to his old Apple laptop. He stopped visiting the forum without warning so I contacted him after several months to see if he was OK. He just laughed and said "no, I haven't died... it's just that I don't need support any more."

Sounds like a Surface Pro rather than Windows Hello problem. I have an ancient ThinkPad from 2010 and the fingerprint sensor works first time 95% of the time and when it doesn't it works second time. I don't think have had to enter my PIN once.

Not that that is helpful in your situation I suppose.

It's hit n miss for me sometimes,

Setup is a pain too...