Dell repair center bad to no service.

We sent a 2 week old dell all in one top of the range i7 27" in as our customer knocked it oof the desk, the casing got damaged and the screen cracked, we received the quote and it was only for the screen due to the nature of the damage the client was considering doing an insurance claim, so we called ensure IT and, and requested the check the unit and make sure we get a it checked again and the casing gets quoted for this was early to mid Dec 2025. We have since the followed up and got hold of a lady by the name of Palisa, I was told she would check with the tech and call me back, one of my staff called the same day and got hold of the same Lady and got the same answer. I then followed up in a few days got old of some one else, who advised me to rather send a mail. This was 3 weeks ago and about 7 emails with no response besides the auto response.