At work we can't get a laptop that's under warranty fixed or replaced - we're purposely getting the runaround. I very cautiously ordered a new personal laptop hoping I'd get better CS. I ordered express delivery and 2 days after the last expected date, still no laptop and this is the response I'm getting on the CS line. Their CS people are not trained well at all and stretched thin - maybe on purpose to not actually provide their customers with proper support:

10:41:03 AM		Marisol del Valle	Initial Question/Comment: Hi, I paid for express shipping and my order was supposed to be delivered by yesterday and it still hasn't arrived and there are no updates on the tracking since it was in Shanghai.
10:42:03 AM		System	We apologize for the long wait time as we are currently experiencing heavy chat volume. We appreciate your patience. If you need to check the status of your order, please log on to www.dell.com/orderstatus.
10:43:39 AM		System	You are being transferred to another Agent. Please stand by...
10:43:39 AM		System	You are now being connected to an agent. Thank you for using Dell Chat
10:43:39 AM		System	Connected with Madhu_Dusari
10:43:54 AM		Madhu_Dusari	Welcome to Dell Customer Care Chat! My name is Madhu.
10:43:59 AM		Madhu_Dusari	Hi Marisol
10:44:15 AM		Marisol del Valle	hi
10:45:17 AM		Marisol del Valle	did you see my issue/
10:46:29 AM		Madhu_Dusari	Yes
10:47:35 AM		Marisol del Valle	ok
10:47:41 AM		Marisol del Valle	can you provide a status of my order?
10:50:16 AM		Marisol del Valle	hello?
10:51:51 AM		Marisol del Valle	HELLO??????
10:52:00 AM		Madhu_Dusari	I am on multiple chats with customers please apologize me if I Respond late\
10:52:15 AM		Madhu_Dusari	I am on 6 chats please wait