Dell Computer poor tech support, poor customer service Nationwide

I had a Dell laptop before and loved it.  When I upgraded last year, I bought a new Dell laptop and a Dell desktop as well.  First, let me say that I love the products.  What I hate is their customer service and their tech support.

So I placed the order online, through the dell.com website.  I entered my credit card information, paid for the two computers, and they were shipped.  I went to my P.O. Box to pick them up, and they said the FedEx guy was instructed to return them as soon as he got there.  I asked why and they didn't know- they said it was at the request of the shippier (i.e. Dell).  I contacted Dell about this but they never responded.

I went online and placed a new order, and that order went through just fine (though it was slightly more expensive than the first order).  To this day, Dell has refused to provide any explanation as to what went wrong with the first order.

Now, I've contacted Dell's tech support a few times to fix a few things that aren't working correctly.  I even paid extra so that I'd have a year of free tech support (which is about to run out soon).  Every time I call, I get a different person, and I think they are all located in India and barely speak English.  They have odd hours and it is very difficult to reach them.  They refuse to provide support via email.  When I am able to reach them, they give generic advise.  For example, I could not empty the recycle bin on my desktop- one guy told me the solution was to right-click on the recycle bin and select the "Empty Recycle Bin" option.  duh.  That is what was not working!!