Your issue is not presented here, so I'll just take this as a rant and not someone looking to solve an issue?
Bob
All that you've read is true:
1) Support people hang up or route you back into the queue when they can't fix a problem.
2) There is no way to escalate a call or even contact a customer service person who can help escalate a probem.
3) The rumor is that service techs do this in order to keep calls short to meet productivity standards.......obviously bad thinking on Dell's part.
3) Dell also appears to be using this mechanism to discourage people from collecting on extended warranties.
4) This is one of the more overt symptoms exhibited by a long list of other once fine companies who have gone out of business shortly after a major deteriation in customer support.
Sell Dell Short. You should make enough to buy computers for the whole family.

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