Unsatisfactory Customer Service

I bought a Dell Laptop that is suppose to be top of the range 2months ago! Used it twice and hard drive crashed! Now the techs say it is the general problem with these models! It was specifically asked about the reliability of this model and it was said it's a okay! We have an extended warranty on this computer and now it is a struggle to have it exchanged or repaired! Promises to phone you back or e-mail to inform you about the situation does not exist! So how they are still in business is hard to believe!