Dell holding my laptop hostage

I'm so annoyed I could spit -

My laptop cracked while I was closing the lid. Apparently a design flaw that Dell knows about and won't cover. Fine, I paid $170 to have it repaired - back in late september. It's still just sitting there in the repair center. 

First - I was told I would have to pay more than the $170 I paid. No way in *** I said, ship it back. Then the guy said he reversed the charges and would ship it back.

Second - Nothing happen, spoke to another employee who told me the first lied to me and they still have my laptop, although I wouldn't have to pay more. They were just waiting on a part. Ok I said.

Third - Was called and said the parts have come in, I should have my laptop back in a few days.

Fourth - A few days go by, I get a phone call from yet another moron who tells me that we're still waiting on parts.

I have the most common laptop body probably being sold at dell. What the *** is going on?