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I have "Premium" support. My XPS failed in late Dec 2001. After three failed repairs, I was promised a replacement. It is has been several weeks and many calls to Premium Support and still I have not heard anything from the "exchange team." Premium Support (who is very nice) keeps promising that the exchange team will get back to me in 24 to 48 business hours. But still I get nothing from the exchange team. Any ideas of what to do? This 
 
   is 
  was my main PC, using my old machine is hurting my productivity. Thank you in advance eric  
How do I escalate customer support case? I have heard nothing from exchange 
team for weeks