Trending @Accenture; How to change the laptop?

I heard that if our laptops warranty gets over we can get it replaced.My laptop battery is terrific atm,Random black screens, freezing etc.The support people say that it has to reach 10% in 30mins.Which it won't. When said about these issues. They asked to reimage the laptop and if there was a hardware issue then they would check for spare parts. Why is it so hard to replace our laptops?