Hi Dell-Cares,

I'm hoping for help escalating this — I've had no success through chat or WhatsApp support.

Work Order created Aug 9, 2026, Parts and Labor, currently showing "In Progress"

My laptop's touchscreen failed, and Dell's own diagnostics confirmed the LCD/touchscreen hardware needed replacement. The order log confirmed parts had been ordered and a technician would arrive between 5:00 pm Fri, Aug 14 and 2:00 am Sat, Aug 15, 2026. I rearranged my entire evening to be available for this window.

No technician arrived at any point during those 9 hours. When I called support, I was routed to an automated system saying all technicians were off duty — no live agent was reachable.

I then contacted support via WhatsApp, where I was told the order had been cancelled and a new one created. However, my Work Order Activity page still shows as "In Progress," not cancelled — so I've received two contradictory accounts of my own order's status and no clear next step.

What I need:

Written confirmation of which order is actually active, and why
A new confirmed appointment date/time
An explanation for the missed appointment and unreachable support
This escalated to a case manager, not routed back to frontline chat

Please advise — happy to provide my Service Tag via private message.