Apple - Apple Authorised service centre creates defect in macbook

Hello team Apple

I am writing this email after having dealt with Apple support, apple customer relationship and authorized service centre for over * months now.

I have been a fan and user of apple products since **** onwards and have enjoyed using the products except my last interaction which has left me completely frustrated and something I never expected from apple inc.

I have a MacBook (Retina, **-­inch, ****), which I bought in September **** from the UK. This was a custom configuration and I expected it to last a bit longer.

I started facing a issue with the keyboard and I reached out to support who told me that this particular model has a issue and apple had a service program for this, which was Keyboard Service Program for MacBook, MacBook Air, and MacBook Pro for MacBook (Retina, **-­inch, ****)

I handed over the macbook to a service centre here in India ( F* Info Solutions-Chandigarh) and it was on July **th and till date I have not seen that notebook ( it is close to two months) . Service centre replaced the keyboard but in the process they messed up the audio and now the audio is non functional and the notebook has been with the service centre since July **th. I reached out to apple support and in the last * months I have had over ** calls and have been pushed from one department to another ( Support, customer relations, Engineering) to be finally told Apple cannot fix the notebook as they have replaced the parts but the notebook still has no audio and nothing more can be done. REALLy!!!

Finally I am told today that SORRY we cannot help you so please pick up the messed up notebook from apple centre which they basically spoiled or I can go ahead and exercise my legal options against service centre but apple support or service centre cannot help or fix this notebook.

So my question to apple is that I visited the service centre as suggested by apple support, the machine is under keyboard service program and all i expected was keyboard to be replaced and notebook to be returned but instead one part of notebook is spoiled now I have no notebook or a notebook which has no sound. So how can apple refuse to help or how is it that they cannot service their own product, this is just not shocking but completely unacceptable.

I would like to escalate the matter and hear from someone senior in Apple as to why they cannot service and repair their own product and that too when apple's own authorized service centre created this issue because of bad workmanship.

Why such HORRIBLE customer service is being offered from central support, customer relations ( Simon who talking to me) and authorized service centre, where I am being forced to accept a faulty notebook. I am left with no choice but to go legal as I cannot accept such a solution where Apple spoils my notebook and asks me to take it back.

This certainly is not expected out of apple.
Case Number: ************