Dell — Unable to fix laptop or even identify the problem

Address:

Mumbai City, Maharashtra

I own a Alienware m15x service tag 408dsm1 as my laptop was out of warranty I was asked to pay for the part. It has been over 2 months now and they are unable to troubleshoot the problem. The case was with the escalated team but for the past few days even they haven't called nor updated on the status. When I try to call dell customer care they end up saying they can't connect to the escalated team.