Not happy with dell customer service at all

I have been using dell since 2003 and never bought warrenty before. Last year i bought XPS 17 and paid $550 warrenty price. I have been without laptop since 05/26. Dell put my exchange as shipped on 06/19, i received call from dell saying laptop shipped and by Fri or Sat I will have my system, when i checked with FEDEX they never received any package from dell only shipping information. How long will it take to get my system? You guys have no customer service. Below are chat messages from dell rep. one rep cut me off and one rep just dropped my session. 

06/24/2013 09:14:37AMAgent (Mandeep): "Okay."
06/24/2013 09:14:38AMAgent (Mandeep): "Please allow me 1-2 minutes more. I really appreciate your patience."
06/24/2013 09:14:54AMAshish AMin: "i returend my old laptop on 05/26"
06/24/2013 09:15:51AMAgent (Mandeep): "Thank you for staying online."
06/24/2013 09:16:29AMAgent (Mandeep): "Is your laptop under warranty?"
06/24/2013 09:16:49AMAshish AMin: "yes it was"
06/24/2013 09:16:53AMAshish AMin: "and it is"
06/24/2013 09:17:03AMAgent (Mandeep): "Okay."
06/24/2013 09:17:20AMAgent (Mandeep): "I would request you to please contact Technical Support at 1800-624-9896 to get assistance with your concern. They are available 24 X 7. You may also contact the Tech Department over the chat by visiting the following link:"
06/24/2013 09:17:23AMAgent (Mandeep): "http://support.dell.com/support/topics/global.aspx/support/chat/hardware_chat?c=us&l=en&s=gen"
06/24/2013 09:17:27AMAgent (Mandeep): "Please choose second option were you need to enter the service tag no. and then you will be connected to tech support chat."
06/24/2013 09:17:30AMAgent (Mandeep): "If you want I can also get your chat connected to them."
06/24/2013 09:17:41AMAshish AMin: "could you please do that"
06/24/2013 09:17:45AMAgent (Mandeep): "Sure, please stay online while I transfer the chat session."
06/24/2013 09:17:47AMAgent (Mandeep): "Is there anything else, apart from this, I may assist you with?"
06/24/2013 09:17:59AMAshish AMin: "i been asking so many different ppl and no one seems to know what is happening"
06/24/2013 09:18:16AMAgent (Mandeep): "I sincerely apologize for the inconvenience this may have caused."
06/24/2013 09:18:43AMAgent (Mandeep): "Since the replacement was initiated by technical support, I would request you to speak to them."
06/24/2013 09:18:50AMAgent (Mandeep): "Please stay online while I transfer the chat session."
06/24/2013 09:19:26AMAshish AMin: "ok"
06/24/2013 09:19:30AMAgent (Mandeep): "Thank you for contacting DELL Customer Care Support and allowing me the opportunity to assist you. It was a pleasure working with you to resolve the issue. Have a good day!"
06/24/2013 09:19:57AMSession Ended

06/21/2013 01:49:21PMAgent (khanna): "Thank you for staying connected. I appreciate your patience."
06/21/2013 01:50:12PMAgent (khanna): "I have checked with Fedex, and as per them they have not received the package at this point in time."
06/21/2013 01:50:49PMAgent (khanna): "I would request you to wait till Monday, and if still there is no update on this, we would help you further on this."
06/21/2013 01:51:46PMAshish AMin: "yes"
06/21/2013 01:51:57PMAshish AMin: "so you guys haven't give them a package"
06/21/2013 01:52:05PMAshish AMin: "I want to know the reason"
06/21/2013 01:52:16PMAshish AMin: "I been without laptop since MAY 26"
06/21/2013 01:52:39PMAgent (khanna): "Our order processing team is working on this."
06/21/2013 01:52:44PMAgent (khanna): "Please accept our sincerest apologies. I would like to assure you that we will do everything possible to resolve your issue."
06/21/2013 01:53:01PMAgent (khanna): "I would request you to wait till Monday, and you would get an update on this."
06/21/2013 01:53:55PMAshish AMin: "This is sick man"
06/21/2013 01:54:04PMAshish AMin: "my every single work is halted"
06/21/2013 01:54:08PMAgent (khanna): "We would keep an ownership and a Dell Case Specialist will contact you to keep you updated on the status. I have your phone number as 2018503719. Is there any other alternate phone number on which you may be reached?"
06/21/2013 01:54:16PMAgent (khanna): "As a consumer myself I can certainly understand your frustration."
06/21/2013 01:54:30PMAgent (khanna): "I understand that you are upset over the situation. I would appreciate your understanding and I hope you could give us the chance to work on this matter."
06/21/2013 01:55:59PMAgent (khannat): "I do not intend to rush you, are you getting my messages and are we still connected?"
06/21/2013 01:56:32PMAshish AMin: "yes we are but you can connect to department who ship the laptop and ask for sttus"
06/21/2013 01:57:21PMAgent (khanna): "I do apologize, it is the backend team and we cannot connect to the order processing department."
06/21/2013 01:59:48PMAgent (khanna): "As there is no response within the last two minutes, I will be ending this chat session. If you would like to chat again, kindly log on to: http://chat6.us.dell.com/netagent/cimlogin.aspx?questid=DFA13BB7-B68C-4B8C-84E2-0D2EE05AD016&portid=5F823770-40D9-4"
&nbspE15-985D-3C3E225D9BAE&nareferer=https://chat6.us.dell.com/netagent/cimlogin.aspx? . Alternatively, you can call Dell customer care at 1800-624-9897. We will be glad to assist you. Thank you for choosing Dell, we appreciate your business!
06/21/2013 01:59:55PMSession Ended