I'm having the same issues, a runaround lasting nearly two weeks now.
MY private msg to a Rep is going horrible - he keeps asking one question at a time and taking forever to respond. And all this because of a known rotation issue with Dell latitude. If they knew of it, why sell something that needs the motherboard replaced?
I'm thinking these reps get paid by each msg they type, which explains why they're going word by word with me.
Glad to know of the "Unresolved Issues" button on the bottom mentioned above. I'll try that, but don't think it'll get anywhere.