Wish I could say that I wasn't having a problem with Dell Support or my i9100. Unfortunately mine died on 11/5 (see http://notebookforums.com/showthread.php?t=49548
for the details) and still has not been repaired or replaced. I have been told 3 times now that the parts (new CPU, Video Card, Modem & Heatsink) had been on backorder, but had come in and would be shipped out the next day. During the call where I was told this for the 3rd time, I was also told that I could expect a call from a manager to follow-up and make sure my problem was resolved.
The last time I called (on Wednesday 11/24) the lady that I spoke with told me that she could see that I had been told previously that the parts had come in and been shipped, but in fact they hadn't. She could not tell me why they hadn't or when they would be shipped. When I asked to speak with a supervisor, she apologized and said she would investigate the situation by e-mailing the shipping department and that she would get back to me on Friday 11/26.
Of course I didn't hear anything back from her on Friday, that is until I got home and checked my e-mail, at which point I discovered a message from someone at Dell, not the women I had spoken with, telling me that they where closing my case number and that I should contact them if I was still having a problem with the laptop.
Errrr....... I immediately responded to that message as indicated, explained the whole situation again, and asked why my case was being closed when the problem had not be resolved. I haven't heard anything back from them yet, but since this was Friday night, and a holiday weekend to boot, I really don't expect to hear from them until Monday. There automated and on-line services have been no help, other than to indicate that I had a service call open.
So... after being a very satisfied Dell user for 4 years, I can't say that is still the case. While I don't like the fact that my 2 month old laptop hasn't worked for the past 3 weeks, what bothers me the most is that I can't get an answer as to when I can expect it to be fixed. All of the Dell Support folks I have talked to have been very nice, but none done a very good job of following up.
If anyone out there has any suggestions as to what my next step may be, I would greatly appreciate it....