9360 Battery and other problems

Dozens of interactions with Dell support, drivers downloaded and installed, BIOS updated, hours if not days spent trying the figure out my problems - how can it be efficient for Dell to treat customers like this.  Machine is about 1 year old with an extended warranty - rapidly repeating random keystrokes at times, a battery that disappears and then comes back with 255% charge, then sometimes is said to be a non Dell battery (not true).  Why can't they just admit that the machine is faulty, ship me a replacement and get me to move the SSD over.  It's just rock fetching again and again.  

In NZ we are protected by the consumer guarantees act but I guess Dell has never hear of this.  Perhaps they hope I will give in and go away.  Have they never heard of customer service?