plugged in not charging

I am really upset with the treatment I have received from you customer service. 

here is the sequence of events:

first: The laptop started to show a plugged in not charging at 64%

second:  I did all the on-line steps for fixing this issue and nothing worked. 

Third:  I contacted Alienware in London ( I live in London and I purchased the laptop from California ) to fix the issue they sent a technician in to replace motherboard, battery and screen ( the screen had 3 burned out spots which works fine now).

Fourth: The technician that came in had a malfunctioning battery according to him. when he tested it out it said it had life for 70%! my old battery had 21% I ordered the laptop in august. 

Fifth: when I called back they refused to send me another battery and said they have to check the laptop, which I am fine with,  I told them I am travelling around this month and I won't be in London. The response was we can pick it up anywhere in Europe! and now when I am in Bulgaria which I am staying in for the next 3 weeks I called to have them pick it up: the response was completely different saying we don't pick up in Bulgaria! which is opposite to what you guys said before. I tried to talk to a supervisor they refused and said we don't have anyone that you can talk to and no one is available. 

I am on vacation now and I go back to work on the 21st! I was trying to fix the laptop before I can start working again since this laptop is what I use at school. I am back in London on the 19th,  I will start work again on the 21st I need clear dates if I don't have my laptop it will be a lot of problems for me. I just want clear answers! when will I get the laptop back ? how long it  will take them to fix it proper answers,clear answers.

The issue now with my battery that it's not fixed yet and now my keyboard light are not responding like before they don't shut off and when I press the caps-lock light it doesn't change and the battery has went bad to the point the laptop only work when it's plugged in. 

the other thing is when the technician came and replaced the screen, motherboard and faulty battery the laptop gets a lot more hotter which wasn't the case before. 

I want clear answers and someone I can properly talk to, I was planning for this issue to be fixed before I go back to work, but since you guys tell me different information every time I call I am really confused. 

looking forward to hear back from you. 

thanks!