I bought a Dell laptop from Fry’s right after the Independence Day 2016. In mid-November, the cursor of the laptop moved to the top and was sporadically clicked by itself after turned on from sleep mode. I tried to fix it over the phone several times. By performing some kinds of software update with remote assistant, the problem was fixed for a few days but showed the problem again. I called the again, the problem was fixed again, but the same problem showed again a few days later, too. The problem was fixed over the phone at least 3 times but every single time the problem showed up again. After asking several times I was able to send it to a service center to fix it. After I received it, the problem got bigger. The screen was not showing anything after it turned on from the sleep mode. I called Dell again, they fixed the screen problem but the cursor problem showed again. I sent it again to the service center. This time cursor disappeared a few days later. Finally, the escalated team joined and I needed to send my laptop to the service center again. When I received the laptop, it seems the laptop was fixed. The escalated team member who was very rude and aggressive from the very beginning called me. I told him “It seems OK. But can I contact you if I see the problem again?” He told me that I could not and I needed to contact the basic support again. It doesn’t make sense. If the problem showed again, it means the repair the escalated team didn’t work. I think the problem should go to the even higher level of service not the lower level. Also, It’s been 2 months now from seeing the problem for the first time. The cursor DISAPPEARED AGAIN after 1 week. I sent email to the basic support team and cc-ed to the escalated team. I got reply that I should contact basic support with phone. It means I need to verify myself and explain what is the problem again. After 30-minute conversation I was able to convince him to ask the escalated team to contact me. I got phone call from the escalated team 8 days later though I was supposed to get a phone call within 24-48 hours. Last two representatives even didn’t know what was the problem. Now, the problem is disappeared cursor but they are mentioning the first problem. I don’t know how they keep records but it seems so wrong. The escalated team only working during 9-5 as I worked at the same time. I cannot bring my personal laptop to work so I need to talk to basic technical support again. I don’t understand why they cannot replace my laptop. I have been using 3 Dell desktops and 3 Dell laptops for last 7-8 years. I am so disappointed of their service and this laptop would be the last Dell product for me.