Buy a better laptop that comes with dual fans with several heat pipes if you don't want your laptop to overheat
Pavilion is the lowest end model, can't expect much out of it

Depends what time you call them
If you call during office hour, your call should be answered by local support

Also, why does it matter who answers them? Indian english slang is very easy to understand. Unlike Korean/Japanese/Thailand

HP, Dell, Acer & Lenovo provides onsite support
Whereas ASUS & MSI does not

If your ASUS & MSI laptop is faulty, you have to send it to the service center and have to wait at least 3 days (if you're lucky) to get it fixed
Longer if the part is not available locally and have to be imported from overseas

I'd stay with onsite warranty, where they would go to your place on the next working day to fix the issue onsite rather than sending it back to the service center

They should blame themselves for not paying extra to get the premier onsite warranty, lepas tu salahkan Lenovo

I've been using ThinkPad, ThinkBook & Legion for several years now in my workplace, all paid extra to get premier onsite support, all cun sahaja their services, no issues whatsoever

The only complain I have about Lenovo is their delivery of laptops, sometimes takes 8 weeks for them to deliver customized laptops
Had that delayed delivery issue with both ThinkPad & ThinkBook