MX 11 and Censorship by Dell

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In your case, it was one curse word. I have reposted the original message below without the word -

This post is more for Dell than anyone else, let's see if they have a reasonable response:

I purchased my Alienware MX11 Core i7 on October 4, 2010. After waiting 6 weeks for it to arrive (updating every Tuesday for confirmed delivery by the following Friday) my new laptop showed up. After opening the box, reading through the paperwork, checking that my order was correct, I turned on my new computer and BAM dead pixel right in the middle of the screen. Disappointing.

I called Dell Technical Support the next day and was given information that a service technician would come to my place of work to replace the entire screen the following Monday. He showed up unannounced on Tuesday with the wrong screen. He only realized that Dell had delivered the wrong part after taking the computer completely apart. It turns out this was good because after taking it apart, he noticed that the motherboard was damaged.  He assured me that he'd take care of the whole thing with the Alienware support people and return the following Monday, Nov. 29 with the correct pieces. In the mean time, he cautioned not to turn on the computer as that could potentially fry the motherboard. Great. Still no new computer.

Tuesday rolls around and another technician shows up unannounced, with the right screen and an entire new casing for the laptop including palm rest, but no motherboard. This gentleman either didn't know what a motherboard was, when I asked him where the part was, or didn't speak English. It wasn't clear as he just stared at me like I was growing a second head. He insisted (or ignored my protests and just did his assignment) on replacing all the parts, and booted up the computer in front of me. The dead pixel had been fixed, but now I'm faced with knowing I have a physically damaged motherboard, and oh for some reason the entire left side of the keyboard now doesn't work at all. He can't (won't) fix that though.

Wednesday I called Dell. I explained to the representative that the technician failed to fix the computer (and likely broke it further) because he failed to replace the broken motherboard. After asking me at least 10 times whether I'm sure I hadn't dropped it, the representative responded that the technician wasn't required to replace the motherboard because he only had to replace the palm rest and that should fix the motherboard problems.  He did complete his work order and there is no way Dell or the technician could have possibly made an error and replaced the wrong component, because Dell doesn't do that (see sent wrong part above). Finally he suggested that I just to call back if the computer breaks down and that I may want to consider buying the extended warranty. I asked to speak to a supervisor, but of course he was in a meeting, strangely enough with ALL of Dell's supervisors. It must have been a really important meeting.  

Finally, after losing my temper and using a few choice phrases, I'm connected with a representative Supervisor. The Supervisor offered to send out another technician to replace the motherboard, because under the warranty language in order to qualify for an exchange (of a brand new computer!) at least 3 system parts need to be replaced. Technically, I've now had the screen (1), casing (2) and palm rest (3) already replaced, but for some reason Dell counts those as 1. Apparently they count different. 

I "politely" explain that this is unacceptable. I'm basically receiving a completely refurbished computer for the price of a new one and I've only ever even turned it on for maybe an hour and only to run all the ridiculous diagnostic tests Dell required me to do.  I also mentioned that I could buy a refurbished version of my computer for about $500.00 cheaper than what I paid, so I'd accept the new technician with a $500 refund.  The Supervisor now switches me back to the warranty sales guy who will send me the new technician, that I had said I don't want. Finally, I ask to be transferred to the returns department. At this point I've been on the phone for nearly 4 hours and have been hung up on twice. So I'm transferred to returns and it turns out that Dell Customer Support doesn't handle Alienware products and no one in over a week has bothered to let me know I'd been talking to the wrong people. 

I get transferred to Alienware (which I've not learned is fancy Dell-speak, for "we fully intend to hang up on you and hope you go away"), so I root around on the Dell website and finally find an obscure phone number for Alienware support. The nice Alienware man sets me up with an exchange immediately, but cautions that he doesn't know when I'll receive my computer, since it's been discontinued. That was December 1.

Fast forward to December 7, when I receive a phone call from an automated system that my computer will arrive "yesterday" and I have 10 days from yesterday to ship back the original computer before I incur a fee. Thanks.  Of course, Dell gave them the wrong address so it was in Fed Ex land fluttering around for a little while before it was finally delivered to my office. I think I'm now down to 7 days. I unpack my computer and whoops, Dell didn't pack a return slip to send back the old one. So now as I write this, I am AGAIN on the phone with Dell support, hoping to get a return label for my broken computer. Of course the servers are down. I don't know how the servers can be down for an entire corporation that relies on customer support. 

Ultimately, I've learned that I really really hate Dell. They've taken all the fun out of my new computer. I'm so turned off by it now, I can't imagine it ever being any fun and I bought it purely for video games. And PLEASE stop sending me requests to extend my warranty. You don't really honor the warranty I have now.

You have to admit QUICK, more than fair.

NO, dell replacing the laptop or refunding his money would be more than fair,, but we all know that dell just don't play fair when it comes to repairing or replacing their junk.

I was going to buy an alienware desktop but now I have saw what trouble they cause I wont bother!