Dell G16 Defective Keys and Bad Customer Support Issue

Hello, I purchased a Dell Gaming G16 laptop from Dell about 10 months ago. The "w" key started coming off, despite not using the gaming laptop for extensive gaming. On 19.04.2024, I took it to the authorized service center, and they stated that the key was not covered by warranty and demanded around 7000 ₺ for the repair. I informed them that this was incorrect and that I would appeal to the Consumer Arbitration Board, requesting no further action on the laptop. However, when I went to pick up the laptop, I found dents on the chassis. Despite the report stating "Usage marks present," they questioned whether this was my doing, to which I denied any involvement. It has been 15 days with no positive response, and there is no information on when a resolution will be provided. As someone who works with the laptop, my grievances have not been addressed, and I am unable to work as a result.