ARG, return issue

After reading about the outstanding customer service level that ARG (Advanced Resolution Group) is able to achieve (not to mention wining the 2019 Stevie Gold award), I think they might be able to solve a return issue I am experiencing.

Long story short, put in a return request 3 days ago. Fed Ex did not show up. Now every agent is saying I am at the 31 day mark which is 1 day outside my return window. No way to escalate or find a solution. Surely there is someone at Dell that can help me resolve this issue?