So when the MS system works, it's actually brilliant.
Spoke to a nice Oirish fella this morning after being on hold for no more than 10 secs, who then talked me through everything that had happened and apologised profusely, and who basically agreed that the first two people I spoke to were completely incompetent. I called at about 10:40 this morning, and he said that the new console might be with me by Weds at the latest, due to probably missing Fri shipping. Fair enough I thought, seems reasonable.
Checked my emails tonight and have found that he managed to get it out at 7pm tonight, for delivery before 12pm on Monday. Now that's how it should work!