XPS 8700 broken out of the box

Just got a souped up 8700 off of ebay- transferred ownership and I have premium support.  When I opened the box, I felt something loose and found the CPU fan and its sleeve laying in the cabinet.  When I called tech support I was asked a million questions- I am holding the fan and sleeve in my hand- duh!  They even made me plug in the computer- to prove "CPU FAN FAILURE" on bootup and then had me go into the bios!  So finally they agree to send/have ervice tech call me.  Tech calls last Friday- says he will call back Monday and come over to install new fan.  I wait all day Monday- I track repair on website- Dell refers me over to FEDEX where it states part is in Tampa and has not been picked up.  I call Dell to find out why part was never picked up and Dell tells me Fedex probably needs to update status on their website.  Come 6PM I call Dell and I am told service has been delayed.  Today is Tuesday- I wait all day and again no service.  Every time I call Dell I am on hold and have give various service tag numbers, etc- finally a Unisys rep calls me and promises to come tomorrow- WHO IS RESPONSIBLE FOR THIS POOR CUSTOMER SERVICE- WHO EVEN CARES-WHAT ABOUT MY CONTRACT THAT PROMISES NEXT BUSINESS DAY ONSITE SUPPORT??????  Anyone else with similar issues?