Bad experience

I am tired of dealing with multiple phone calls/appts set up with technicians.  I ordered a new laptop on 8/11, which was received 8/24.  It was used for probably a total of 3 hours, until 10/5, when it wouldn't turn on anymore.  I plugged in the battery, and it wouldn't charge.  I have had a Dell Tech come to the house 3 times and it is still not fully functional.  In about a month, I have spoken to countless tech support people and have had the issue escalated (although to whom I am not sure).  The "escalation team" only provides a callback to the customer. They never give out a phone number, not even to the Dell Tech Support (or so they say).  I read horror stories about Dell Support, but I had purchased 2 devices from them in the past 4 years and had no issues, so I proceeded with this order.  I was mistaken.     I beginning to think the goal of the tech support/escalation team is to give you the run around until you are so frustrated, you just give up.  I even asked if I could just return the laptop for a full refund since they can't fix it and the answer was "NO".  The state they have a procedure they follow on the repair/replacement of a laptop, but they refuse to tell me the next step.  Shouldn't the customer be able to follow the case as they move through the process, I feel like I'm being kept in the dark.

Signed,

Growingtired...a frustrated customer!