Not able to get a quote to fix a damaged hinge...

My experience with Dell UK's Premium Support and Out-of-Support team and an additional my Inspiron Inspiron 7415 2-in-1 is under a Premiem support (though the issue in question has been categorised as not covered under Preimum support.

In early April, the left hinge of my laptop which connects the screen was accidentally damaged by 5 yrs old daughter.

April 12, 2024: I appraoched Dell UK CS for first time, under impression that my Premium support would able to cover this (SR#188695105 was created). The support team reviewed and confirmed that I didn't buy the Accidental Damage cover so they can't fix this free of charge. I agreed and said that I am happy to pay for this and requested them to provide a quote.

April 15, 2024: The Dell UK CS team member in a reply asking me to upload / email the pics of the damaged laptop, so that they assess and provide quote.

April 16, 2024: I emailed them the pics they asked for.

April 17, 2024: I got a reply saying "the necessary part is not avail, checking internally and advise you in 48 hours".

April 18, 2024: Another reply saying "it will take 2-3 weeks time for the part availablity, so check with us in 3 weeks time".

May 8, 2024: I sent a follow-up email after 3 weeks time, I received a reply saying "Unfortunately, SR# 188695105 has been closed for at least 10 days and we’re unable to reopen the service request at this time. The quickest way to get a new service request open is to contact Technical Support and speak with the next available agent." The strange and frustrating element here is, I didn't receive any notification of the SR closure and there is no reason/explanation given. Even the Dell CS team member couldn't find any records on how and who closed it and insisted that this SR can't be re-opened and have create create a new one. After waiting for 3 weeks this was action/response I got for Dell (despite willing to pay for the cost). After a lengthy call they created a new SR#190254056 and said to email the same pics which I did. They said, in 24 hrs, there will be an email with quote.

May 9, 2024: As usual, nothing came through; I called the CS team and engaged in to another lenthy conversation, they said, they will ask the internal team to provide atleast the quote (even if the product is not avail) in 1-2 hours.

May 10, 2024: again no quote but an email asking for billing/shipping address which I gave.

May 13, 2024: again no quote so I did a follow-up email; another usual templated response saying "We sincerely apologize for the inconvenience caused. Kindly allow us sometime so we can check internally regarding the quotation and expedite the process". I really don't know what to do...!!!.

My Queries:

1. How come an open SR#188695105 was closed withtout any reason and no update sent to the customer? I wasted 3 weeks waiting that some progress is happening.
2. No one from the CS team are able to find why and who closed SR#188695105? or they are not willing to disclose / admit their mistake?
3. The opened a new SR#190254056, promising, they would able to provide a quote (even in the needed part is not available) in 1-2 hours; again made the customer to wait? Am I going to wait for another 3-4 weeks to get an email saying, even this new SR#190254056 has been closed and cretae a new one and end in the chasing my own tail?

Dell UK CS team - please advise what I am supposed to do. Hope with the SR ref numbers, you able to review the actions and provide a reasonsable feedback and next steps plan?