Case Specialist and Logistics.

I recently purchased a lab top for my wife with the original delivery date of the 29th of July. On the 29th we were told that the lab top had arrived to Sparrows Pt Maryland at the Fedex location. The delivery date was then changed to the 31st. After the 31st the delivery date completely disappeared. Fedex said that it takes 7 days for an item to become "lost". It is now day 8. Dell promises that they have a logistics team and case specialist on the case and that we will be contacted within 24 hours with an update. that was 3 days ago. When I asked for the information on contacting the specialist directly i was told that information was not able to be given out. neither was the contact info or name of the supervisor. My wife has had to prolong her trip to see her father who recently got diagnosed with cancer because of this Laptop and Dells inability to give us a real answer. I am beyond unhappy with the amount of effort these case specialists put into their job. Any info on how i can get into contact with a supervisor so i can get some answers would be greatly appreciated.