Hardware or software issue? They only cover defective hardware and if you read the fine print, you don't even get new replacement parts--bummer. Nor do they claim responsibility for "downtime" in the event of such issues. And no liability I don't believe for software unless it was factory installed--even then sketchy as they blame you for installing conflicts. I too have been through "Dell Hell" (Do a Yahoo! search for support groups!!) and found my own little trick for future reference...
Do you have any major universities near you? Check out the campus retail/repair shop. As a PR thing for students, they are certified in just about every brand and because semesters are so short, the turnaround is pretty good. Of course, we had to convince them that it didn't matter that we weren't students--it only mattered to me that they were authorized (and local) and I was under warranty. It's easier in person (especially if the irate customer scares away future customers) than it is on the support line.
Our problem--We had a "glitch" on the LCD that was attributed (by them) to failing to maintain Norton or software conflicts--not covered under warranty. We were pretty much told we were SOL. And in order to more accurately diagnose, they wanted me to ship it back--no way!!--it took me two months to get shipping labels for an authorized return of a defective scanner! I was not going to trust them--and after reading some of the "support group" postings, I wouldn't trust them with *anything*. BTW, faulty wiring! Tech guy laughed and said it looked like a four-year-old put the thing together. Display cable twisted up and burnt itself out--physically damaging the LCD in the process.
Good luck to you!