Help! We have a a Optiplex 7020 that is under warranty and has failed. I am so frustrated after trying to track down someone at Dell to talk to that can actually help get this issue resolved.

We have next business day warranty repair coverage (supposedly) on this system. It is at a site that I am not at but maybe one day a week. Last Thursday morning we noticed that the machine had quit. I contacted Dell, and they determined that the motherboard had failed and shipped a replacement overnight. I came up again on Monday and swapped the motherboard using proper ESD techniques, only to find that the replacement mobo was DOA with a video issue.

I called Dell support again, and was told that the cutoff had passed to either get another board shipped for Tuesday delivery, or to have a tech on site on Tuesday, so we opted to have a tech respond this time and were promised that they would be on site Wednesday.

Wednesday morning they received a call at the site that the tech would not be able ot make it on Wednesday, that they would be there on Thursday (today). Once again we received a call late morning that the tech would be be available today, and wanting to reschedule for next Monday!

I happened to be on site when this call came in, and asked to speak to a supervisor. The call center operator emailed a supervisor with the message to give me a call.

About two hours later we got another call from the dispatch call center regarding scheduling this work. Again I asked to escalate the call to a manager. Two more hours went by without a call.

Next I attempted to reach a supervisor through their call in system. Both times the call landed on the same operator who appeared to be about 16 years old and had no way to help me. I specifically asked to be connected to a supervisor, and both times he dumped me back in to the call center que again.

Still no call on the following day from anyone at Dell that can escalate this issue and get it resolved. 

So what recourse does a party have if Dell continues to breach the terms of their stated warranty?

All told, I have spent over 90 minutes over five calls trying to get Dell to fulfill the terms of their warranty on this machine.

Does anyone have a number for someone who can actually help me resolve this issue?

Thanks!