x15 R1, endless warranty issues, can't talk to a human

since august of last year I've been struggling with dell tech support just trying to get a functioning laptop. hours and hours spent on hold or haggling with people on the phone insisting that I have in fact updated my drivers. the laptop I got was an Alienware x15 R1 which had obvious hardware issues including a cpu that hit throttling temperatures while idle and a screen that was heavily artifacting. they kept sending out repair people to replace one piece at a time (the repair people commented on how obvious it was that the laptop was fundamentally broken) until they finally sent me an x15 R1 with inferior specifications, which I only agreed to because I only have the one computer and needed a functioning machine for my at home job. the new laptop has different quality issues that I thought would be tolerable but are getting in the way of work, and now the original ticket is closed. I tried contacting them through whatsapp, and after multiple replies that made it clear they weren't reading what I was saying (and a 3 hour gap near the beginning of the conversation), they forwarded me to the alienware support team which is apparently closed for the weekend, and stopped replying, effectively hanging up on me. money is tight and my time is at a premium, I'm not spending any more entire days on hold or getting bounced around phone trees while entry level techs read a script at me just so I can resume where I already was with support, and this laptop was too expensive to tolerate such a lemon. I still have the old R5 in fact because I can't even get them to give me a shipping box to send it back to them! the customer care is so poor and the quality issues are so constant that at this point I'd rather have a refund, and even if I get one I'm not getting my time back. I certainly don't feel like making the upcoming financing payments when I'm not getting the product or the support that I was sold. how do I even ask for that though? what recourse do I have?