On Friday, January 10, I reported that I had a Precision 7530 which had unreliable Thunderbolt/USB-C ports.  Both ports have a lot of play and neither of them connected to a device reliably.  If you mistakably brush one of the connected cables, then the device loses connection.

The technician who I spoke to told me that a field tech would be in my office the on Monday Jan 13 to replace the faulty part per my Next Business Day ProSupport. Since Monday would have been the next business day, that was more than acceptable.

Almost immediately, the tech called me back to tell me that the parts were unavailable and that the entire system would be replaced instead, which is fine with me.  

I did not hear back from anyone from Dell until Monday Jan 13, when technical_support@dell.com emailed to inform me that a Precision 7530 with my purchased configuration is not available, and they asked if I would accept a Precision 7540 but without the Nvidia graphics which I had originally purchased with the 7530.  I purchased the Nvidia graphics because, you know, I needed it, so I replied to the email and turned down the offer.  Then I didn't hear anything back from them. 

My next step was to try to contact actual people who had supplied their own email addresses in some of the emails.  I went down a rabbit hole of, "I'm going to be out of the office, please contact this other guy," which took a few jumps before I was able to get a hold of somebody on Tuesday, Jan 14.  She told me that they would send a counter proposal, which they did on Wednesday, January 15.  This time, the proposed replacement system did include the nvidia graphics, so I accepted the offer by replying to technical_support@dell.com to confirm.

Since then, I have heard nothing.  I have no idea when to expect the replacement system to arrive.  It's been 6 days (4 business days) since I opened the initial ticket.  Dell's communication has been lacking and I'm very disappointed to know that I paid for next business day, but it really amounts to: we'll get to it when we get to it.

Has anyone else experienced this?  Do I have any recourse?