For consumers, all Dell customer service is outsourced to a nameless organization in Calcutta, India. Any time this organization can turn a warranty repair into a profit center it makes them look good. Thus they will drag their feet and try any possible excuse to deny warranty service on a defective computer and soak you for some money, usually when you are desperate to get a computer back for critical reasons.
In my case I made the mistake of spending $150 on a 3-year extended warranty on a laptop. First they tried to tell me the warranty was expired when it only expired during several weeks of delays once they had it in their possesion. Next they tried to say that the display was cracked and not covered by warrranty. This was false and they eventually gave up on this angle. Next they said something was spilled on the computer and not covered by warranty. At this point they extorted $200 from me, saying that if I didn't pay it my computer would be returned unrepaired. I paid it, because I need my computer even if I'm only to transfer all my data to a computer manufactured by a reputable company (Dell does not manufacture computers).
I insisted that they somehow prove that something was spilled on the computer, since I know for a fact it wasn't. They promised they would provide proof and send me digital photos, but of course never did because it never happened!
Finally they tried one last time to deny me service because the warranty had expired, even though they already had my $200. I never spoke with the same person more than once. They all have lots of time to talk, but never take any action or offer any resolution. They think that by taking up your time and sending form emails they are moving toward repair or resolution.
It is virtually impossible to reach anyone in the US, or anyone who can think outside of the printed flow chart sitting in front of them.
In my case they will eventually have to provide proof of the spill damage in small claims court.
I hear that customer service for their Small Business Division is in the US, but still, don't buy a Dell.
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