System exchange team ignoring me

I've been contacting support for months now with nothing coming out of it, so I'm posting here in the hope I can get some help. I sent my XPS 15 2-in-1 (9575) to be serviced 2 and a half months ago. After several delays, one month ago I was offered a replacement system (XPS 17 9700), which I approved right away. However, the replacement is yet to be shipped, and the exchange team has not contacted since then. I've sent email after email, and countless times I spoke to customer service agents who 'escalated' my requests to the exchange team- I have heard nothing from them, and have no idea what's going on with my replacement. After so many emails and escalation requests, the only conclusion I can draw is that they just don't care and are ignoring my case.

It's frustrating that apparently there's nothing I can do. The customer service agents tell me it's out of their hands since the exchange team took over, they can't give me a phone number for the exchange team, supervisors are never available (I tried scheduling a callback once, and of course they didn't call back). So the only thing to do is wait for the exchange team to reply, but after a month of silence I feel that's just not happening. How much longer? Another month? Years?

If you can help me in any way to finally move the replacement process forward, please do, because it's getting ridiculous. Also, if anyone else had similar issues with the exchange team, please share your experience and advice if you have any- I'd really appreciate it!

Thank you for your time.