Update = After completing troubleshooting, a DELL-Cares agent setup a part replacement at a later date.
Does anyone know where to escalate issues beyond customer care? I am using a Dell Inspiron 7306 2-in-1 in Japan, bought in Japan in July 2021. I bought this new 2-in-1 model because I wanted touch screen. However, the touch started behaving weird soon after buying, the touch pen did not work properly, and the keyboard also had issues.  Customer care keeps saying they are waiting for a part to be received from overseas. I have sent the laptop for repair, waited for a month, then received back without repair. Again sent it for repair, this time waited more than a month and a half and still waiting. They even keep shifting the dates when I ask for approximate repair time. I could not use the product much (max 5 months). It is such a waste of money!  Now, all this Japanese customer care says is please wait for the product to be received. When the product is so bad since beginning, I doubt it will still work fine after repair. Where to escalate this? I cant just keep waiting. 
How to escalate complaint beyond customer care?