Should I cancel my order? Products are good but everything else is so rottten?

<Violations as defined by Dell removed. Read the Forum Code of Conduct. DELL-Admin>

So, I just ordered an Alienware Aurora R15 from my nearby Dell Offline Store. It will take a month to arrive but in the meantime I thought about calling the tech helpline because as Alienware Aurora R15 uses a lot of proprietary parts/components. I was worried about the RAM and NVMe upgrade. As it comes with 32GB DDR5 and 1TB SSD, but my workflow needs at least 64GB RAM and 4TB NVMe.

I dialed their helpline number, the call got instantly picked up but it was dead silent. No one was responding at all. Then I tried another number, again number got picked up instantly but this time some lady picked it up. They asked me how can they help me. I told her my Aurora R15 will arrive soon so in the meantime I wanted to know about the upgrades I can make to it. She says, "Sir, you do realise that you have called the tech helpline. If you want to know about your product shipping status please call the sales department.". What was that? I clearly mentioned about upgrades so why does she interpret it as shipping status? Then I said, "I actually wanted to know about the RAM and SSD upgrades like how much TB and frequency etc.". She again slaps that, "gimme your service code first.". Regardless of whatever I say they keep repeatedly asking about that service code which isn't imprinted on the desktop itself, neither is printed in box nor the Dell website issues us this. What exactly is this service code and why does it matter so much? Why can't you share a little general knowledge like what to upgrade with your customers?

I now want you guys' help in finalizing my decision about whether I should cancel my order or not? Because no doubt Dell and especially Alienware products are good but everything else is rotten.