Next Day Support for XPS 15 = more than a MONTH !!!

Is there anybody at Dell who cares about customers?

I bought a XPS 15 with full options (1TB, 32GB, 4K, 3 years next day support, insurance etc.)

XPS 15 started, but after installing MS Office and running required updates it just showed black screens. Technical support could not fix it on Saturday, so I expected a repair on Tuesday (next day). Instead I was offered a replacement or update to the workstation. Nice! But nothing else happened for more than 1 WEEK ! Now I asked to replace the XPS 15 with the same (1:1) and new delivery would be in almost 3 weeks. So more than 1 MONTH after I reported the defect and more than 2 MONTHs after I paid the 1st time the XPS 15.

Nobody really cares about this issue and it doesn't matter that I paid the extra support ticket and insurance. Does anybody at Dell care and can look into it? I need the notebook to work - it's not for gaming!

Thank you!