I called the guy from the Dell Escalation team back and left him a voice mail message. He returned my call as soon as I hung up. He set up an appointment for my laptop to be picked up this afternoon and apologized for the confusion.

I said, "I do not want to get back my computer with a note saying they did not replace anything."

He said, "Don't worry. I am the technical support manager and I outrank all of those guys. I am going to make sure that does not happen."

I'll keep you posted.