Customer service sucks

I logged a case on 4 July for a laptop that won’t start up.Part has been ordered, technician assigned for yesterday. I waited at the office till 6 , no communication from Dell and the technician never turned up. As a company we have purchased more than 20 Dell laptops. I have been calling Dell with all I’m being told is escalation has taken place. Not good enough, Dells customer service sucks