Need Help! Payed but haven't received anything.

I am a new Razer customer but I am becoming very unsure of this company right now... I originally ordered a Razer Blade 15, packaged at just over $2000. Got the laptop 7/1/20, immediately found out it was defective and got in contact with Razer. A little unfortunate but it happens, no problem there. The problem I have now is that it is currently 7/24/20 and I have still received no laptop. I had dropped off my package at a FedEx location 7/2, and it was delivered and signed for at the Razer facility 7/6/20. I have tracking numbers and such for that delivery. I had an online chat (case number 200710-000499) on 7/10/20 and proved Razer had my laptop. The support agent assured me that the RMA team would be alerted and be in contact with me shortly. 7/15/20 I finally got sent an email from the RMA team, only to see it said that I need to drop my latop off at a FedEx location.