Terible HP Support service

I logged a call a week ago for a brand new laptop not even a month old. HP Support have not fixed it they have closed the call after an engineer was here he could not fix it as he did not have the right tool to replace the motherboard. Case Number: ***, Product Number: 5PP90EA, Product Description: HP ProBook 450 G6 Notebook PC Surely a brand new laptop should have been provided since it is not even more than a month old.