Mike, Fill this form out, let's try this, it goes to the Escalation Team. 
I have an issue that started close to a month ago and this seems the last alternative to   to get the attention of someone with authority to fix this. DellCares has been as helpful as possible but it seems they have limited authority to get things fixed and indicated they couldn't see much more in the repair system than I could. It would certainly be in Dell's interest from a customer relations standpoint to give them more authority. I live in Houston and bought a refurb latitude 10 directly from Dell last August. Was very happy with it. During the second week of December, it developed a strange screen problem which seemed to be from some break or delamination the TFT inside the gorilla glass screen. The glass screen and metal shell were both undamaged.1. I spent a good while in a chat with support on December 12. At the point where the agent was going to make arrangements for me to send it in, the agent discovered that I was not the registered owner of the tablet. He gave me a web page url that was supposed to allow me to do the transfer so that I could get service. That was a non starter as anyone can tell by searching on "ownership" in this forum. I filled it out but got a reply 4 days later denying the transfer since it didn't fill in the previous owner's name which I had no way of knowing. The email also implied that the warranty was expired (which the original owner's warranty obviously was.2. I then contacted DellCares on twitter and they were responsive and arranged for a FedEx box and shipment to the repair depot. They also said they had gotten the ownership issue fixed although a later part of the story indicates they may not have been successful.  I dropped the tablet at a FedEx facility on Dec. 19.3. After waiting a week and not hearing anything, I checked the repair depot status on December 30. The status said then what it still says:"12/23/2013 10:46:22 AM CST : Billable Hold: The repairs required for your unit are not covered by Dell’s Limited Warranty.  Please contact Dell Out-of-Warranty Support queue to speak to a representative for additional information:  in the US 800.288.4410 or in Canada 866.440.3355.". 4. I called out of warranty support, and, after some time on hold, was told I needed to speak to tablet support. I was transferred to them and spent about 40 minutes, mostly on hold, while the lady did a lot of checking. It became apparent that they had sent a replacement tablet to someone else, my guess being the original owner. She asked my name, phone number and address and these didn't match what she had. She even recited a tracking number. After a while of more holds and checking, she came back on and asked me to call back in three days. Because we in the middle of moving by that point, I didn't get to call back til January 8, and then at the prompting of DellCares who did indeed follow up with me.5. The January 8 call was another runaround. I called tablet support. At some point the agent mentioned "back end" if that means anything. After lots of time on hold, the agent said that I needed to speak to out of warranty repairs where I had started a week before and transferred me. The agent there said I really needed to speak to tablet support and transferred me back, although after hanging on 15 minutes I was disconnected.6. I got a followup message from DellCares after I direct messaged them about what happened and they said they would try to arrange a call back from support. That was a day ago and I suspect they have had no more luck than I in getting action.7. I also sent a long email about 30 hours ago to the supervisor of the tablet support agent I spoke with on Jan. 8 describing what I'm describing here but have gotten no response. All of the agents I dealt with were from India. All perfectly nice, but the situation seems to be one they don't know what to do with. Or perhaps the Dell system cannot handle it. If you can point me to someone in Texas with authority to fix this, I don't mind harassing them a bit.Mike
How do I get my tablet or a replacement back from Dell?