Apple India — Unresponsive Apple customer service for a new Macbook Pro broken twice

Having a terrible experience with Apple customer support. My 4-month-old MacBook Pro 14 Inch (M1 chip) broke down 2 times in the past 2 months because of logic board failures. The first time, I took it to the service center and they replaced the logic board in 10 days. I had to call multiple times to follow up with them. It was a terrible experience.

This time, I called customer support and asked for a replacement device. The support advisor scheduled a call for today to discuss the same. But to my surprise, I did not get a call. Meanwhile, as I am an Apple Care+ customer I am supposed to get onsite service but now the service center says that logicboard is not available and do not know how much time it will take. So, In a nutshell, I have no laptop and no ETA on the resolution.

I again make a call to Apple support hoping to get a quicker solution but to my surprise, the senior support team told me that a refund/replacement is not at all possible for Mac devices and I was provided with the false information in the earlier call. He also informed me that I can not escalate it further as his team is the last point of an escalation.

My simple questions are:

1. Is it ok for a premium device like MacBook Pro to break down 2 times in 2 months?
2. What is the use of having the Apple Care+ and paid premium for a device when you can not get a speedy resolution?
3. Can the customer support team be the last point of escalation?
4. What happens to my work while Apple is taking all the time in the world to fix the laptop?