Poor service fom DELL

I had problems with my laptop in December and a technician was dispatched to resolve the issue. The issue reappeared a few days later. We have logged another call two weeks ago. The technician was apparently at our offices but claimed I did not answered my phone and nobody at the office knew who I was. Dell technicians ussually deal with our IT Support team and they have no knowledge of technician being there. I bought my first Dell almost 20 years ago and had it replaced every 3-4 years. I had great service over all these years. But this time I can't recommend DELL to anyone and will not be replacing my machine with DELL going forward as they have lost their support prowness.