Poor communication and quality control issues

I ordered an Alienware m15 r4 on Jan 22nd, it was shipped the 24th, and arrived the 28th. Upon opening it the screen was damaged so I instantly got up with customer service, and they put in for a replacement computer to be sent out. I was told I'd receive it within 8 days & it would have Next Day Shipping. Fedex is scheduled to come pick up the damaged computer today Feb 2nd. My replacement computer has been "processing" since the 28th. Didn't ship Monday like they said it would, even though the first computer shipped right away. I got conflicting answers from all the dell rep's I've spoken too, 1 said the computer has already shipped, and the other said it's "Ready to ship" now another says its stuck in production due to parts shortage
neither will allow me to just cancel the replacement and get a refund for the damaged one, and i'm growing increasingly impatient as they say my replacement will ship Feb 8th-9th. I was told I would have it within 8 days, 4 days ago... now they say wait 8 more days. I did pm someone on this forum from Dell cares, who was the one that told me about the parts shortage. But after that i was replied to by the agent that processed my return, and they assured me that the computer is "Ready to ship next business day, please wait until Feb 8th" (so much sense that makes, huh?)