XPS 13 9380, still in “repair” state for 5 months

I purchased the $2500 XPS 13 9380 because I read reviews that this is an amazing product 5 years running. I am a nursing student in Victoria, BC, Canada. I wanted to invest in a strong product to get me through school. As you might know, the nursing program is very intensive and with switching to online courses for COVID, I was relying on my laptop entirely.

Original purchased warranty from March 18, 2019 to April 4, 2020.

My laptop originally started presenting problems (grinding and squealing noises) about a month (March) before the warranty expired. So before it expired (beginning of April), I called to request having it repaired. It took them three weeks to send the box to me so I could ship my laptop to them.

Once they received it, they did have this first repair shipped back to me within a few days.
The first thing I noticed is that my laptop was improperly packed when they shipped it back. The laptop was loose in the box, banging around, and the power cord was wrapped incorrectly and so tight that it was kinked.

Upon testing it out (early May), it was clear that the laptop was still grinding and squealing, but now the power cord also has issues connecting properly.
I sent my laptop in again May 7 '20. I was told the fix would take until May 25 '20 due to back ordered parts. This is stressful because I am in my third summer semester and still need my laptop for school work.

I waited until May 25 '20. On that date, I received an email saying it will now take until June 19 '20. In the email, they explained that I could either have my laptop sent back unfixed, or I could wait. I called technical support and requested to have my laptop sent back unfixed (so I could at least use it for school work) then once they have in the back ordered parts, I could send it back again and they could replace it.

They said if I chose this option that it would only happen at my expense. This seemed unreasonable to me, so I asked to speak to a supervisor. The next day, the supervisor called and informed me that
a) the NEW expected date is June 29 '20 and b) sending it back isn't an option because my laptop is currently in pieces.
I asked them to just put it back together and ship it back. They said this is not possible. I asked that they remove the part from a new laptop and put it in mine. They said this is not possible.

From here, I requested to speak to the escalations team. They called me the following day, May 29 '20, and I explained what was going on.

The escalation team member said there was nothing he could do, and he "could not see any other possible solution". I suggested that I receive a new laptop or a full refund so I can have a functional laptop for school.

At this point the escalations member HUNG UP on me. I was not rude, I did not use inappropriate language, I was not given a warning. I thought maybe the call dropped? He had called me initially and I knew he had my phone number, so I thought he would call me back. He did not.

As it was extremely difficult to reach them by phone (I had to go through several people and wait several days), I emailed the team explaining that I need help. I received an email saying that my product is delayed and that I may "reply to this email" with a query (this is the email address for technical support, which is the department I was initially talking to, with no resolve).

I then received an email that simply stated that June 29 '20 is the expected date, and to speak to my "assigned case owner", but there are no contact details to reach the case owner.

And now yesterday, they have updated the service date to July 27 '20.

This a total of 5 months without a properly functioning laptop or no laptop at all and no promises of when I'll get it back with no other solutions for resolution.

Many months prior, I was regularly experiencing blue screens with this same laptop. I also lost an entire essay due to this blue screen issue at one point. Dell addressed this remotely at the expense of me missing class. This also took much time and effort and stress on my part.

I understand that sometimes good products fail, but I am a nursing student, during a global pandemic, and this particular laptop and the company's customer service is deeply letting me down and making my life more difficult during these already difficult times.

All these issues was exactly what I was trying to avoid by purchasing at $2500 laptop.

I would like to talk to someone and have this issue resolved.