Sony Laptop - Nr VGN - Nr37g / S — Non responsive behaviour of complaint

Dear Reader,
This complain I am loging against the service given by one of the service centres of sony in bangalore.I purchased this laptop in Aug 2008.I was quiet happy with the performance of laptop.One day I felt some problem in my screen`s hinge and my left click was also not working, I went and told them problem, they noted down all the problem and then directly told me that this all physical damage and would not be counted as service free of charge and told that they will inform me.After one week when I called them then they told me that it would take one more day even they promised me for 3-4 working days.They corrected my left click problem but I was shocked to listen that they did not do anything for my hinge problem which was most important.They told me I don`t know but it would cost me[protected] Rs to correct this problem.
I don`t know how can I correct my problem even its not my fault because if I open my laptop and use it and hinge get internal problem how can it become physical damage.
I think they only threat customers by claiming physical damage.I think this is the strategy they are using to resolve any complain.
I hope any top management would get this complain seriously and would correct my problem before I take any furthur step.
I am hoping for positive results.

Thanking You
Santosh Singh
[protected]