x17 R1, Dell support has failed me once again

So, TLDR type deal, I purchased a m17 r3 loaded out, sadly that laptop decided after 1 year of ownership it liked to overheat and just BSOD. So over covid time, I tried to get it repaired (parts not in stock) took 3 months for them to make the decision to replace the laptop got me an x17 R1 not quite loaded but valued generally the same. My first problem, I had a NEW laptop and they replace with a refurbished. any system exchange done after the first 30 days from your Dell invoice date will be refurbished. DELL-Admin>  Well fast forward Dell sends me letter after letter to return the old laptop ( in which I have done already) this goes on for months. I tell the support reps the same thing, it was mailed back per the instructions provided by Dell, ship in the X17 box my refurb came in. I dropped off at UPS they took it last I seen of it, Dell claims they never received it. They threaten my warranty (at this point it was good until December 21, 2023) well long story, the warranty is now blocked and guess what! my refurbs keyboard is broken. The A key literally stopped working and just fell off. Now I have to use a 3rd party keyboard in which isn't a huge deal. But I would like to use the laptop as intended. So I put in a ticket to get a replacement keyboard and told they cant help me because my warranty that I paid $500 extra for is now on "hold" aka suspended because they say I never returned the original laptop but I did. If Dell lost it or UPS stole it etc. this isn't my problem. I as a customer shouldn't be punished for logistical issues. I paid my money to get Dell service in case my PC breaks and they replace my new laptop with a refurbish Junker that literally fell apart. I'm by no means hard on my equipment at all but now they wont even fix my issue when I paid for it! So Dell my message is to you treat your customers better. I have been tossed into CS one after another with the same script read results 0 help. At this point Dell you have 100% lost a customer and I will never buy another Alienware or Dell computer or recommend one. I am literally at a dead end where there is nothing I can do but take my multi thousand dollar loss.