Precision 7730, 10 days so far to replace a keyboard

I purchased my Precision 7730 in November 2019, along with 3 years of "Next Business Day On-Site Service" ProSupport. I registered my issue with Dell Support, a problem with the keyboard and trackpad keys, on Tuesday, 16/08/2022. The technician was supposed to come on Thursday 18/08/2022. No show, and no missed calls.

An engineer did come out on Monday 22/08/2022, and fixed one issue and installed a new keyboard. Unfortunately he had been supplied with a French AZERTY keyboard, and not a UK/Irish QWERTY one. He left me with the French keyboard, so that the laptop would be usable until the issue was sorted. Can't fault him, as he was pleasant and helpful.

When I contacted Dell Support about the mix-up, they initially said they couldn't do anything, as the system was apparently listed with a French AZERTY keyboard on their records. I had to dig out the order quote and invoice, to show them it had been shipped with the "Internal UK/Irish Qwerty Non-backlit Keyboard", which is what I need replaced. Dell Support apologized, and said they'd have the correct keyboard sent out with an engineer.

An engineer was due yesterday, Thursday 25/08/2022, but, again, didn't show up, or make contact with me. Dell Support says to just wait for his call. If I reschedule the service appointment myself, the next available date is Monday 29/08/2022, one day short of a fortnight from when I initially raised the issue, assuming someone actually shows up, that is.

My question is how long will it take to finally get the issues raised sorted? I've sent 12 emails so far about this issue, and it still isn't sorted. The next day on-site service hasn't proved to be next day. If the correct parts had been shipped out directly to me, I could have fitted them myself, and returned the faulty ones. This doesn't exactly inspire confidence in Dell, or its ability to support its products.