Poor resolution time - Receipt of DELL product with missing component

I purchased a Dell All in One for my small business.  It arrived with a wireless mouse and a wireless keyboard.  The keyboard arrived with the dongle missing.  I am currently on a chat with customer support ( April 14, 2025 started at 5:45 pm, and now it is 8:12 pm EST and the chat is still on-going) .  I provided my invoice, and multiple pictures of the keyboard, both front and back. It is a simple matter, the dongle was not included in the back of the keyboard.  A QC error, which I know happens.  However to get such a simple matter resolved should not take over 2 hours of back and forth discussions and pictures.  Coming from a pharmaceutical background, I am surprised that a missing component error with provided documentation is taking so long to resolve for a relatively cheaply made product.  This is my virtual Gemba observation, put together a check list of pictures and documentation in which your customers can provide to make the process more seamless for customer support and the  customer.  My poor customer support person has been checking in ' with the internal team' for too long on this ticket.  It is a simple replacement.  Break down some barriers to execution for your staff DELL, follow your six sigma principals.  This is just silly for a dongle replacement.