Need contact information for US based customer care

Hello,

I am having difficulty contacting a US based representative in the customer care department who can help me resolve my issue.  My computer currently automatically shuts down when it goes into sleep mode, and I lose all my work.  This issue happens about every other day.  I have an extended premium support with accidental damage warranty, and the representative I am dealing with (likely India-based) claims that he cannot issue a replacement computer, even after the computer continues to malfunction for the last 4 months after numerous attempts at troubleshooting.

I have been trying to resolve the issue since August 2018, including:

1. Spent at least 7-8 long phone calls (probably at least 30 hours of my time) trying to do software changes, such as BIOS, drivers, etc.

2. Sent the computer to the Dell depot for hardware repair due to accidental drop (per the terms of the agreement).  Was without computer for a week.

3. Was asked to continue doing software troubleshooting.  More hours wasted.

4. Was asked to reinstall Windows as a last-ditch effort. Had to back up all my files/reinstall programs (including having to re-purchase Microsoft Office).  

5. Computer continues to malfunction.  Asked for a replacement computer.  Dell support person "Sai" claims that I need to do additional software troubleshooting, which baffles me.  (See step 4 above).

6. BIOS and other drivers reinstalled again (this has already happened in step 1).

At this point, I am at a loss.  Dell seems to be trying every possible random variable to fix the issue, often repeating variables already tested.   This demonstrates that they do not understand the issue.  Whenever they perform a "last ditch effort" and it doesn't resolve the issue, they then try another attempt, and so on.

 

My question is: Whom can you refer me to in the US that can handle the issue?  And, can I have the computer replaced?  4 months seems an excessive amount of time to attempt to render a computer serviceable so that the customer can have a useable computer, especially after having paid for an additional year premium warranty.

 

Best,

David