this sounds alot like just the distributor/service center being incompetent and didnt stock spare parts

last time in my work also same issue, kena diao by client cause service center dont have stocks for parts repair. but at same time the client didnt want buy provisions in case for issues despite the obvious long lead time due to covid..

usually the client when buying hardware we advice them to account in 10% of any sort of failure/fault rate due to user, device problem etc. like buy 100 units PC must buy 10 units in spares in case shit happen and they can just swap it. pricey but fastest response time instead of relying on service center for parts repair

i always recommend this based on experience working as procurement admin back then. the laptops that returned back to IT after mere 1-2yrs of usage are crazily abused. missing keycaps, discoloring on casing, cracks on body/screen, and so on.. jesus these people dont take care of their stuff wan