Has anyone else expierienced "Dell hell"?

I mean by way of calling customer service for a Dell product and getting nowhere? I recently bought a Dell laptop and fresh out of the box it was broken. I spent 3 hours on the phone with someone who spoke no english and kept transfering me to someone else who didn't speak english. Very frustrating....grrrr...just wondering if anyone else has had this problem and if you knew someone else to contact to actually get something done. I've gotten a replacement finally - but they haven't told me how to send the other one back....and I have a feeling I'm going to get charged for two computers. I have contacted several people by email and get a general response with no instructions. nice eh' I would love to hear your experience with Dell.