Surface Pro 2 years old, backlight on monitor gone

Question

My computer was looked at by Best Buy - I bought direct from Microsoft. The computer functions fine with an external monitor. How do I go about getting a cost to fix or replace the monitor? WHo do I call ?

Answer 1

Since you bought your Surface Pro directly from Microsoft, the correct place to get an official repair quote is Microsoft Support, not Best Buy.

Visit:

https://support.microsoft.com/surface

Sign in with your Microsoft account.

Register your Surface device.

Choose Service & Repair.

Microsoft will show the exact repair or replacement cost and provide shipping instructions.

How to get service or repair for Surface

Get service for your out of warranty or damaged Surface

Answer 2

For a 2‑year‑old Surface Pro with a failed built‑in display but working external monitor, the next steps are:

1. Check warranty and service options
   • Go to https://account.microsoft.com/devices and sign in with the account used to buy/register the Surface.
   • Select the Surface Pro to see if it is still in warranty and what service options are available.
2. Start a service order to get cost information
   • From the same devices page, choose the option to Start a service order for a personal device.
   • During the online process, the system will determine whether the device is in or out of warranty and show the available repair or replacement options and associated costs (if applicable).
   • Depending on the model and region, the service may be a repair or a Microsoft Certified Refurbished replacement device.
3. Consider out‑of‑warranty service
   • If the Surface is out of warranty, it may still be eligible for out‑of‑warranty service for a fee. Pricing and availability vary by region and device.
   • For more details on potential costs, see How much does out-of-warranty service cost for your device or accessory? (linked from the service article).
4. Contact Microsoft Support directly
   • If the online flow does not clearly show the cost or if there are questions about the options, use the contact support options from the service/warranty pages to speak with a Microsoft Support agent.
   • Support can confirm eligibility, pricing, and whether a screen repair or full device replacement will be offered.
5. Optional: Authorized in‑person service
   • In some regions, Authorized Service Providers can provide in‑person support for Surface devices. Use the Find a location for in-person support link from the warranty page to locate a nearby service center.

If self‑repair is being considered (for example, replacing the display assembly independently), Microsoft’s self‑repair program is intended for out‑of‑warranty devices and requires advanced technical skills. Service guides and parts information are available, but this path is only recommended for technically experienced users.

---

References:

• Hardware protection, warranty, and repair
• How to get service or repair for Surface
• Self-repair information for your Surface device