Assume you kept the call report number. Call Dell back, refer to this number and it will bring up your problem. Ask them to elevate this to a higher level for resolution. I have had the same problem but finally got it resolved. Seems like there were two numbers on the back of my laptop - one was maybe a service tag number and do not remember what the other number was. Anyway they never were able to find me with the service tag number. After giving them more information, they finally found that I was covered and gave me the help I needed.

Good luck.