I have an issue with my Dell Inspiron laptop audio. On Sept 24 I started a chat with an agent to help troubleshoot my audio issues. I began this process approximately 3 PM EST. After troubleshooting the problem and completing various tasks requested by the agent including allowing for remote access to work directly with my laptop, the issue still was not resolve at 11 PM EST. I was frustrated and exhausted and said I would leave the chat open and start again the next morning. On Sept 25, I started at 7:30 AM est and by 10:30 AM (a total of 11 hours) I finally spoke with a supervisor who offered to have my laptop sent to their repair center. My issue is the following: I felt I was stuck in the chat being forced to complete actions requested by the agent(s) that were beyond what a customer should be expected to perform. No one that I dealt with offered to send the laptop to the repair center. There should be a time limit protocol to troubleshoot the issue(s) after which the customer is offered repair center option. To whomever reads this requires further specific details, I can let you know how I can be reached. You can then following the lengthy chat dialogue that is linked to my incident #.