Dell: Can I confirm that your laptop has been collected.
Me: Which one, I have had two collected in the last week.
Dell: The one that needs the repair to the palm rest and screen.
Me: Yes that was collected last week, a day later than was arranged.
Dell: OK, Thank You.
Me: Can you confirm the status of the repair?
Dell: Yes we received the laptop last week and are waiting on the replacement parts.
I’m glad to see that the Dell quality processes have finally kicked in and they are confirming that they are actually repairing the laptop that they have collected and that they have not mistaken my laptop with someone else’s that has the same service tag and the same fault.
Update
The laptop was returned all fixed today !