I would repost this in the Customer Care forum here. They have moderators that can help and this being a technical support forum, you may not get as fast a reply or solution to your dilemma.

I am IT person for a company and probably have gone through 500+ repairs in last 15 years. 

Depot repair work order (dispatch) remains opens for a certain period of time and than gets cancelled automatically. In those cases if a Customer has shipped his/her computer on a cancelled work order 

dell creates a dummy dispatch number under which the machine gets repaired. 

Depending on the warranty you have, turn around times are. 

1. basic 15 days 

2 premium 5 days 

3. pro Support : Same day 

Now if your repair has already taken more time than ETA mentioned above. or is lost. Dell will provide you a replacement .Instead of chat, call them and ask about it. Do not leave the agent and keep following up with him 

Thank you, I have reposted as per your suggestion

Thank you for your support.

I am keeping an eye on the second work order to see if any progress is being made.

Just very frustrating that Dell obviously have my laptop as both UPS and their own tracking have confirmed this.

Update August 22, 2021 = A DELL-Cares agent setup a system exchange.