I sent my laptop back to Dell for repairs under the warranty.  The repair was started on 8/12 and then put on hold due a part not being available.  Since then no action has been taken on Dell's part and the status of the repair continues to be "On Hold".  I requested that the other items on the laptop be repaired and returned to me and the unavailable part be shipped to me when available.  I'm not quite sure but I think in the email they refused.  Today I've tried to contact someone to discuss the repair.  Unfortunately I've met with some resistance.  The first customer service person said they could keep the laptop for 15-17 days.  He finally forwarded me to hardware support and I was disconnected after a few minutes.  I called back and after some discussion was again forwarded to hardware support and again disconnected again.  I'm on the phone again but what was estimated as a 10 minute hold time has turned into 25 minutes.  Initially I agreed to a depot repair under the accidental damage warranty.  The next day I asked them to change it to an onsite and they refused.  I requested several times that they fix it onsite as the warranty specified and was refused.  That was a mistake on my part.

At this point I may just want the laptop back repaired or not and just returned as it is somewhat usable in the state it was when I sent it.  

To anyone with a similar experience: How long can they keep my laptop?  Who would be best to contact to attempt to get my laptop either repaired or back?