Dell Outsourced Tech Support

Problem Details: I have a field employee that was having problems with Wifi connection. He kept loosing signal after 1 or 2 minutes. He would watch the connectivity go from 55mbps to 0mbps. To eliminate the Wifi card in the laptop I sent him an email with the laptops service tag number and Dells 877 number. When he got to technical support they said they couldn't help him becuase the laptop did not have any warranty. I called your 877 number for Technical support. After your voice recognition operator couldn't tell the difference from Z and zero I started to get preturbed. Ten minutes later I finally get connected to some foreigner. I explain the problem I had and he transfered me to a government tech support. The person on the other line said I was at the wrong department. I asked what happened to the great Dell support? I told him I was on the phone for 18 minutes already. He transfered me where I waited another 15 minutes before somebody answered. Then support guy kept arguing with me about hardware warranty and they don't support software. I asked him how the laptop picks up the Wifi signal. He said through a Wifi card. I asked him if the Wifi card is hardware, he said yes. I told him I made my point and that he should call my employee that Dell support was so rude too. I cannot believe how bad Dell's tech support has become in the matter of a year. The owner of our company stopped buying PCs from Dell and went to HP. I don't know why continues to buy laptops from you? We have 100 D510s and D520s that need to replace soon. All of these laptops go to employees in 32 states and are remote users. If we cannot rely on Dell support out in the field then we probably shouldn't buy laptops from Dell anymore. Thanks Terry