Does Dell warranties usually take 6 months to resolve?

74 days since I started the original ticket for a dead touchscreen.

2 weeks later, they say that the tablet is at end-of-life and they don't have parts. They first offer a refurb, then later say that the refurb is also out of stock and hook me up with a new tablet. Great! We spec something with equivalent memory, storage, and peripherals. I'm not out to milk them after all. CSR and CSR manager was very nice and cordial and I didn't (and still won't) let loose on them. They're just doing their job, and you catch more flies with honey.

That was 53 days ago. Two weeks ago they said that the ETA may be up to 50 BUSINESS days. Now there's no ETA at all. I asked for an upgrade to memory and storage (8gb, 256gb) for the extended wait which they say they will try since the wait is so protracted.

I had originally felt that the factory and exchange dept was jerking around the CSR and me so I emailed the Resolutions Dept just to get a third party involved. The automated email said they will reply within 24 business hours. That was last Friday.

Emailed the CSR yesterday for update and apparently there's a "problem" with the original replacement order and they have to put another one in. I felt like I was being kept in the loop before but with with this new development, I'm doubting EVERYTHING about my wait now. I had felt sheepish about asking for the upgrade but now I feel like it justifies/merits it, since there's no ETA whatsoever!

Original device rolled out of the factory December 2015. At this rate its original warranty will expire before they can get my replacement!

Anyways, venting aside, is this normal with Dell to have to wait 6 months for a resolution after you've sent in your device?

 

Seems like it is a general rule there.