XPS 7390 unusable out of the box

I recently bought a New XPS 13 laptop for my wife.

To our huge disappointment, it was unusable straight out of the box - the touchpad has a massive dead zone right in the middle and the CPU fan rattles at high rpms.

I have been a loyal Dell customer since around 2007, and I certainly did not expect a new flagship unit to have any issues, let alone issues this serious. I even talked my wife into buying this Dell laptop instead of a MacBook. And now this.

With help of a US support representative, I transferred the tag to Ukraine, where we are currently based. With a Ukrainian support representative, we figured out that the palmrest and the heatsink need to be replaced. This basically means that a brand new unit would need to be torn down completely, as everything is literally mounted on the palmrest that is going to be replaced.

This is not the end, however - now I was told that there is a delay with the parts, that they are likely being looked for at a warehouse outside of the country and that there is no delivery estimate.

I would like to know what my options are here, for how long I would need to wait for the parts and whether I can request a replacement, as this is becoming ridiculous (especially the "no estimate" thing) and the unit is unusable anyway.

My warranty is Basic, and the plan is "Onsite repairs after remote diagnosis".

Thanks!