USB Dropout Issue and then being scammed by support?

I've had this USB dropout issue (basically my mouse disconnects randomly all the time) for the past two months. I tried doing my own troubleshooting and when that didn't work, I finally decided to get some help from Dell. The desktop is still under warranty. Quick summary of what happened:

I contacted Dell Support and was asked to do a few diagnostics tests. Results came back and nothing looked wrong on my end, but the problem definitely still exists. The Dell Rep asked to take remote control over my computer by downloading some software (huh?). I was not comfortable with this and the Rep guided me to run some additional tests via BIOS, again things looked fine on my end. Rep suggested doing a Windows reset which I did. Windows didn't reset fully functionally, and the problem still existed. Rep advised a clean install of Windows which I did. Problem still exists. Rep advised a replacement of the motherboard by their technician at no cost, they just needed my name, phone number, and address which I provided. My understanding is here is where they use a 3rd party service, and temporarily closed my case.

I get an email saying my case is waiting on parts to complete my service, and that I will get contacted when the technician has the parts ready. Fast forward a few days later (today) and I get both a text and a email about this service. The service number matched, and I thought it was legit so I clicked on the link on my phone to confirm service. Half an hour later I get a call saying my service was confirmed and that a tech will stop by between 2-5 today to finish the service. Nobody ever came. On the Dell support site, all the info seems to be accurate as well as the time the technician is supposed to come. 

I am so confused but I feel like this entire thing has been some kind of scam. The first red flag was when they asked me to download software so they have remote access to my computer. I kind of get why they would do this, but this feels so wrong on so many levels. Then gathering my info and passing the job to a 3rd party service (again I kind of get this). Then getting the scammy emails and text? I have no idea what's going on but the entire thing almost feels like they've been trying to scam me from the beginning. Can someone explain what is going on? Am I overthinking? Or am I getting scammed? What should I do since I clicked on the link they sent, and I just feel dirty now. Need help going forward on what I should do.. this thing has caused me a lot of headache already.