I had a problem 30 days before my warranty ran out on a dell desktop. My dell service center was in Canada. They said they were sending me parts so a service technician could install them but the parts never would arrive. When I called back to inquire why, I was told the part order was cancelled because, of NAFTA! My parts, I was told were being stopped at the US/Canadian border. With all the emails going back and forth between Dell and I, I knew their email naming convention, so I decided to take a chance and email Michael Dell, president and founder of Dell.
In the email I detailed my problems and closed the email by stating this is not how owning a Dell is supposed to be.
The very next afternoon, I received a phone call from a woman named Cynthia who was a Senior Vice President of Dell, she said she was directed by Michael Dell to correct my problem and that she and Michael had reviewed my customer service logs and they had decided to replace my entire desktop system, all I would have to do is ship my old system back to Dell in Texas and they would pay for it. Not only that they replaced my system with a model that was 4 times better than what I had and threw in a flat LCD monitor 19".
Because of that I am a Dell customer for life and have bought 3 more systems since.
PM me if you want his email, hopefully it hasn't changed in 3 years.