Can’t get warranty support from MS

I have a Surface Pro that has a bad touch screen and is still under warranty.  I called the support number and must provide a serial number.  At that point the system says it “may be out of warranty” and to go to “surface.com/support.”  I have gone to that site and filled out the form, but no response.  I keep trying to call, but I never get to anyone.  I am extremely frustrated that I have a MS device, purchased directly from MS, and can’t get a warranty repair started!  Like many of you, I use this daily and need it working.  Can anyone please direct me what can be done?  Thank you.