Suporte técnico da Dell não resolve problema a + de 3 meses

Good night, hope you are well!

First, follow the product identification and service protocol

We opened a ticket and were instructed to post the product, we did it on 10/11/21 and so far we have only received standard messages informing the conclusion of the ticket without further information.

We asked several times what the conclusion would be and they returned with the same answer.

Apparently the product is in transport for us, but it never arrives and no one responds other than with standard texts.

"Thank you for the feedback regarding the return of the defective equipment. Since your new order has already been generated, in this way, I end your process of exchanging equipment under, and thus also my follow-up. With the filing of this protocol , I inform you that in the next few days you may receive a satisfaction survey to evaluate your service experience with Dell. Thank you for your attention and understanding throughout the process. It was a pleasure to serve you! Yours sincerely,"

I don't know what else to do or who to contact to help us on this one, I'm resorting here without much hope.