Formal complaint - case number

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Ordered a brand new laptop direct from Dell UK. Arrived next business day and found the number 6 on the top row of the keyboard sticky, also - slightly indented. I reported the issue to Dell and was informed a replacement keyboard was backordered for "several weeks". Spoke to customer CARE and asked for a replacement laptop to be shipped out to me ASAP next business day. I was told I would have to wait 10 days for a replacement. The customer CARE agent was brilliant. So patient.

However, the agent was constrained by an absolutely appalling company policy. I have been a Dell reseller for over 15 years and never had such poor service. Having to wait for a replacement laptop following a manufacturer fault is just not acceptable to the customer. This policy must be changed. It is not serving the customer well. Furthermore, it places enormous burden on the Dell customer CARE staff as they are unable to provide a service to the customer.  

Please review this policy in an effort to deliver an improved quality of service to the customer. 

Thank you.