Dell South Africa On site Hardware support - No Service

As the IT Manager of our company, I was in need of a high end laptop and decided to invest in a Dell G5 15 5590 Laptop. A week after receiving this laptop one of the key came off the laptop. Since Dell offers an on-site support service, I made use of this and logged a call for the replacement of the laptop keyboard.

This service stipulates that for business use, the guarantee that an engineer will be on site in 1-2 business days. The original support ticket was submitted on the Monday 17th of February 2020. I was contacted and notified that the engineer will be on site on Tuesday 18 February 2020. This never happened. On Wednesday I inquired and was told they made a mistake by thinking my office is in a different part of Guateng, even though submitted Google Co-ordinates as well as 'n Google Maps pin drop in the email. Thursday and Friday came and went and although we had calls from the Dell ensuring the engineer will be on site, he never arrived.

Monday came and went and still no engineer was on site. Today is Tuesday the 25th February 2020. Again we had a call stating the engineer is on his way, 4 hours later and yet no engineer is on site.

I have decided to not buy any new Dell products in future since their on site support does not mean anything. I was also told that a manager will contact me after escalating the matter, and nobody has called to give me any kind of indication of what caused the delay.