Purchase from Dell Premier Partner

Purchased Alienware Laptop from a registered Dell Premier Partner retailer, safe in the knowledge that it was fully authorised by Dell to sell Dell products. We have applied for Dell Product Registration and reply is pending. We are about half way through the one year RTB warranty and are trying to purchase the five year Dell warranty for home users. We have been in email conversation with two Dell Inside Sales Representatives and their Supervisor who are not helping. We keep telling them that our Dell EMC product was purchased from a Dell Premier Partner.

We have made first contact with Dell Warranty Sales and this warranty extension problem has not been fixed. They are not responding to our request for a Service Request (SR) Number so that the Report an Unresolved Issue form can be completed, as recommended in the DELL-Cares process. 

Why is this formal Dell Customer Care process so difficult?