Tech Support Has no idea what they are doing.

Now, why is it that everytime i call Dell I spend 2 hours on the phone with no resolution. Seems like no one knows what they are doing. I never get transferred to the RIGHT agent and someone always has to call me back. I bought my computer 10 months ago and the Operating System ALREADY crashed! No i paid for hat extended warranty and no one seems to wanna help me. The give me a time to be by the phone and i STAY up waiting for their call. The agent said he would have another agent call with within an hour and a half. I advised him that it was EASTER TIME!! He said he was clearly aware of that. The agent was supposed to call me at 10:30pm. I went to sleep at 11pm after waiting for this call. When i woke up the next day i realized that he called me at 12:01am and left a voicemail stating, "we have tried reaching you but your phone is going to voice mail!!!" I DONT know what part of the country these reps are from but on my part people are sleeping around that time and not playing phone tag with their Dell Agents. I will NEVER reccommend anyone to buy a DELL. I need to file a complaint but i dont really know where to send this complaint and i want my money back that i paid for for my EXTENDED warranty. If they wont guarantee it then i will take this computer to a real tech and have them fix it. I am a full time college student and havent been able to use my computer for a week since NO ONE at Dell knows what they are doing. I should have went with a Gateway. Now i know for next time.