Dell XPS 13 9360 PgUp and PgDn Keys falling off Keyboard

The page up and page down keys of my son's XPS 13 9360 are falling off or collapsing. Extremely disappointing because of Dell's brand and quality reputation. 

My warranty expired on June 2, 2018, and I discovered the problem today on 7/29/2018. My son said this problem happened a month ago. It's likely just prior to the end of the warranty. Just like a college kid informing me so late. 

I called dell's out of warranty support and they said I can't get any warranty support even though it is a build quality issue. That's even more disappointing. 

They told me I have to pay $39 just to ship it and get it looked at. Then they will charge me another $110+ to replace the keyboard "if that is really the problem". Seems they didn't believe me when I called them on the phone today. 

I need some help. I have worked with issues similar to this with Microsoft and Apple and if an issue was slightly past the warranty expiration, they still provided the same support as if it was still under warranty. That's why they are so great!

What's wrong with Dell??? I thought Dell was just as good. Am I wrong?