I had a terrible ordeal with Dell that lasted over two years.
First, they sold me a piece of junk computer -- the Inspiron 5150. It died a month after the warranty expired. Fortunately, due to the Lundell Settlment Class action, I was able to eventually get promised a new computer from them (search Lundell Settlement on the internet to see what kind of garbage this company sells).
They continued to insist that they had no idea what was wrong with my computer until I invoked the Lundell Settlement, then they quickly changed their tune and told me they'd provide me with a new computer.
I sent in my old one and they didn't return it for months. Every time I called them they had a different excuse -- in transit, shipped to wrong person, still being worked on, etc. When I tried to speak with a supervisor, I was told "just a minute, sir" and hung up on.
To make a very long and nearly unbelievable story very short, I called Dell over 20 times without any results until I finally got wise and contacted the attorney general and the better business bureau (BBB). I eventually got to speak with an executive in the customer service department -- Anna Simpson -- who initially laughed at my request to get my computer back but eventually caved when I continued to apply pressure to her via the BBB.
She said she would arrange to send me a new computer. Instead, she sent a used computer with a nearly dead battery that was worth less than the computer that they lost. I again contacted Anna Simpson and applied third-party pressure to her and got her to replace the battery and give me a credit with the company.
When I tried to use the credit, I got signed up for a credit account against my will and shipped the wrong item that I did not order.
To summarize, I spent dozens of hours getting jerked around and treated like garbage by low-IQ customer service peons, including "executive" Anna Simpson. I got my computer stolen and got a cheap, broken replacement.