"Pro" technician made my XPS 13 Plus 9320 unusable

Aloha community. Curious if any other people have had issues with their XPS being rendered unuseable by Dell onsite technicians? I had a keyboard/USB issue but could use my computer just fine with an external keyboard. When the technician came w the parts, he ended up breaking my power button (I literally watched him do it) and broke the new keyboard connector too. Is this common? I wrote a complaint letter (below) but not sure about integrity at Dell. Will their customer service help me by protecting my data (from their own technicians)? Sigh. It's been a stressful week. 

Dear Dell Customer Service,

I am writing to formally express my extreme dissatisfaction with the service I recently received under my Dell Premier Support agreement. I expect immediate escalation of this matter and appropriate remedial action.

On July 3, a Dell technician was dispatched to address what were initially minor keyboard and USB connectivity issues. At this time I could still use my computer, but w an external keyboard. Unfortunately, the experience was unacceptable on multiple counts:

• The technician attempted to cancel the appointment at the last minute due to “location inconvenience.” I had to call to ensure he came.

• He arrived 30 minutes earlier than scheduled, then requested to use my bathroom upon arrival, which I found unprofessional.

• During the repair, he broke the power button and a brand-new keyboard connector, rendering my PC completely unusable.

• My keyboard is now attached unevenly, and I am unable to power on the system, leaving me with no access to critical work files for several days.

• I have incurred an estimated $2,000 in business losses due to this preventable situation.

• Dell has offered no expedited solution, only a 5-day delay caused by “shipping and holidays.”

• No temporary workaround was provided, such as an external keyboard to bypass F1 boot, nor was there any demonstration of urgency appropriate to a Premier Support contract.

This level of service is wholly unacceptable. I am particularly concerned about the possible damage to the integrity of my hard drive and data resulting from the technician’s mishandling of my equipment.

Accordingly, I am requesting the following without delay:

1. A formal, written apology from Dell acknowledging the mishandling of my service call.

2. Immediate expedited repair or replacement of all affected components.

3. Complimentary data protection and backup services to safeguard my files and ensure no data loss has occurred.

Please consider this matter urgent. I expect to hear from a senior representative within 3 business days of the date of this letter. You may reach me directly at xxx or this email.

Thank you for your immediate attention to this serious issue.

<Private data removed from public view. DELL-Admin>