Shocking Service

I logged a call with Dell on Friday for a faulty hard drive and keyboard and and only the hard drive was delivered this morning , I have since called in twice and been on hold for 25 minutes the 1st time and was told the case was escalated and I would get feedback from the technician and 4-5 hours later still no feedback so I called and once again was on hold for 10 minutes before eventually being transferred and holding for 30 plus minutes only for the technician that side to suggest transferring me again.This is really shocking coming from a company that I know prides itself with the type of service that they offer. I will not be calling the call center any-longer as I would like this matter to be handled and for my keyboard to be delivered tomorrow. Case NO : ***. We have 100+ Dell notebooks with docking stations onsite which are due for replacements in a year and this is the type of service that gets companies trying new suppliers. A simple delivery of a keyboard cannot be too difficult for a company the size of Dell , I mean not even a single email or phone call with an update. Wasted my day being thrown from pillar to post without anyone taking ownership , this is poor