x14 R1, support after series of tech support issues

I've bought an Alienware x14 R1 6 months ago. The second month the fan started to be very noisy even when I was not gaming, just casually browsing would make it go crazy. So after that they brought in two technicians to try and fix the noisy fan, they were not able to do so. But they did manage to mess up the keyboard that started going unresponsive after a few minutes after the laptop was turned on. Two other technicians came over to try and fix the keyboard with no success either.

Now although it really affects my work, I agreed to send the computer to the repair depot. After over a week, they don't even have an ETA for the part required to be available. 

Just looking at the series of events, how the techs managed to mess up the laptop even more without solving the first issue, wouldn't it justify a replacement of the laptop or some other measure? I don't know? We pay a lot of money on an Alienware to be treated like this, I find it disrespectful.