After much persistence with the support line, I did eventually get Dell to repair mine. As long as it isn't the result of physical damage and is still in the warranty period, you should be able to get it repaired. Just be prepared for push back from the warranty repair dept.
Mine quit working, when I called I was told same thing, to call the other number. I re read my purchase agreement, which had a 1 year hardware warranty. Dell did fi it, but, 5 months later it wont charge properly. It has been charging since 7:30 am (16 hours) and it is still only 94%