MSI - shocking after sales service

My laptop from MSI was fantastic! However, the hinge on the right has come apart and I have been told it can’t be fixed, it is considered obsolete! Just over two years old and not a cheap laptop! Shocked that it has taken almost 3 months for them to say it is ready for collection and yet it isn’t here in CT actually! After traveling to Partserve to collect, I hear it is not here and it is not fixable. !