CKFausel, Thank you for the positive posting. We took the case number and used it to find Carls manager.
I just got off the phone with Carl in technical support, and I would like to extend my sincere thanks for the EXCELLENT customer service I received on the call. Carl was polite and professional, ordering all the parts necessary to repair my husband's Inspriron. When my husband kept asking me to add one more thing to the list, Carl took it in stride. Apparently, the technical support computers were experiencing some delay this evening (for which I absolutely do not blame Carl), resulting in a longer than usual hold time. Rather than just leave me on hold forever like many would have, Carl would come back from time to time and make sure I knew what was going on rather than leaving me wondering. At one time when he came back to the line, I accidentally hung up on him. I was panicking thinking I'd have to restart the entire process, but I was happily surprised when he called me back promptly to finish the call. I cannot stress enough how pleased I was with the outstanding customer service Carl provided to me when I called customer service tonight. It is my sincere hope that you will notify his supervisor about this, put a copy of this post in his file, and extend my sincere gratitude to him for making what could have been an utterly horrible experience into a pleasant one. Because I do not know Carl's last name and to ensure that the proper person gets credit, I would like to add that my <ADMIN NOTE: Case number removed as per privacy policy>  Again, KUDOS to Carl and thank you so much. 
AMAZINGLY GOOD customer service