After posting my complaint here, I received the return authorization and UPS shipping label in less than 24 hours. Glad to finally have this problem resolved.
I have been trying to return an XPS 13 9300 since 3/16/2020 service request # but have been getting nothing but double-talk and outright lies from every customer service rep I have contacted. My request was filed well within the 30-day return period. I have sent emails which go unanswered. The chat service always is down. And every time I call Dell, I am put on hold for several minutes, and then told that a "technical issue" caused the problem. But, do not worry, they tell me every single time, a case manager has been assigned and they will call you within 1-2 days to resolve this problem. No one has ever called me from Dell. NOT ONCE!!! My last call was on 4/7/2020. I got the same routine as always. This time, however, the rep said the return authorization had been approved and a case manager would call me within 24 hours to finalize the return. Of course, it has now been over 96 hours (4 days) and still no return call. I work at home and am available all day to receive a call from Dell. I have another XPS 13 9300 laptop that I am going to return because of this horrible return experience. I got the return authorization and UPS label for the second XPS 13 9300 in less than 12 hours. I do not want to return it, but I will if Dell does not resolve this awful problem ASAP!!!!!!!!!!!!!!!!!!!! 
Horrible customer service for return authorization