x16 R1 bad product, premium support failure

After less than a year, maybe 6 months, my "premium" laptop's Nvidia RTX GPU stopped working. Any time I would run anything remotely strenuous on the system it would black screen then restart, but fail to recognize the Nvidia RTX GPU built into the system when the screen would turn on again. I would need to full shutdown the restart to get it to recognize again. I paid for 2 years of premium service so that if something like this should happen. No worries I could get my computer fixed again quick. This is important because I work remote from the computer as-well as video editing etc, that require my computer. I thought I was buying a beast of a computer and highly reliable product. I then was passed around from about 3 separate support staff members, having to redo the same steps and checks to make sure my computer was up to date that that everything was working, over and over again. (took weeks and weeks and lots of hours on my side). Finally they booked me to have a technician come out to repair it. They passed me on to another system that wouldn't display when or what was going on with the check up. I sent emails to ask when they would be coming as the website they sent me to check when they would come had inaccurate information. I got a day they would come, they didn't give me a time so I emailed support to ask and they did not get back to me. I decided to stay the ENTIRE day at home so that I would be there because I wanted my computer fixed, and the issue was getting worse and I would need to leave for work the following weeks. I then got an email from support saying that the technician was at the location and unable to reach me and they were going to reschedule the service call.  I said what? Are they downstairs? Where are they? I went outside and there was no sign of them. I verified they had the right address, yep, but nothing. They had my email, my phone number and the name on the address so that if they had rung the door bell I would have been there, I verified everything multiple times and no phone calls, no texts, no emails were received from any technician. After that, the support told me that I would need to contact support when I could again and we would reschedule the day to come out.

Since then I had been extremely busy starting a new job and moving countries etc. I have only recently stayed in one place so I contacted support again. They said sure we can book another date, are there any more issues with the computer? 

I responded that my computer had been running hot and so part of the black keyboard "film" on the sides had worn off. I had recently also had my computer slip (a couple days ago) as I was picking it up and it fell a small distance from my hands onto the table, probably 15- 10 cm and it can created a small indent on the corner of the computer. I am not sure if it is covered under my protection plan to repair but it is small enough that it doesn't matter if it is or not, I don't mind. 

After this I was told that they would no longer repair the FAILING MOTHERBOARD of my computer because  "we cannot do partial repairs" that

"there is already a damage on the keyboard hence that is why we recommend to get in touch with sales to get the keyboard replaced, and once that is done, reach back to us for the motherboard replacement."  

This damage mind you, can be seen in the photo attached!!!!

So now I am being forced to give them money for a repair that I do not want or need, having to send a request to a sales representative with no support in a language I do not speak, waiting for them to get back to me for a quote and the cost of having a technician repair it then wait for that repair to be done. And then only after that do I get the premium service and repair that I already paid for 2 years of.

I then said I wanted to make a formal complaint and was told "you can just write it here in the chat and I will pass on the message" ....................