Service Tag not recognised - difficult interactions with customer support

Hi,

Two issues.

Received my XPS last week (from Dell Outlet). Firstly that upon opening the laptop up and turning it on I found a dead pixel. So I shut it down and tried contacting Dell to return it or have it repaired. 6 days later I received a response to say that I was not entitled to return the laptop as it was a business purchase - something I was not aware of when I was making the purchase. Anyway, the responder closed the ticket immediately, with no offer to pass on the issue to another department. After all I still have a screen with a dead pixel, and I have 1 year premium warranty. So I have tried using the web chat to discuss, and I had the chat terminated very quickly just telling me to email the people who have just closed my ticket.

I've since tried to enter the service tag number for the device via the browser, and now have the laptop out and decided I might be able to register it and gain access that way. However, this hasn't worked either! To be honest this has been a pretty dreary customer support experience, and I am beginning to regret my purchase as experiences with both Lenovo and Apple have been much smoother when seeking support. The issue with the tag doesn't give me much confidence that they have things in order, especially coupled with the manner in which my support requests were dealt with.

Hopefully someone will spy this and lend a hand.

Thanks in advance for anyone who does.