Dell installed the wrong processor and won't fix it

Yeah, I got  defrauded by Dell like a lot of others posting on this site. I had a recent experience with Dell Customer Service which left me very upset and disappointed with Dell. I have been a loyal customer for over a dozen years and have purchased about five computers during that time (four desktops and one laptop, three online direct from Dell the others from stores). These computer systems have all been very high end systems ranging in price from $3,000 for the laptop to $3,800- $5000 for the desktops. My most recent purchase was a $3,800 desktop computer last year. I have also purchased software and hardware support services. Additionally, I have often referred my friends and family to Dell and know that several computers were purchased as a result of my recommendations. Recently, I had to send my laptop (purchased in December of 2009) in for repair as it kept crashing. I chose to send it to Comcast as I recently subscribed to a service which covered all the hardware in my house (all computers, TV’s etc.) for $9.95 per month (much more reasonable than Dell’s service contracts). Comcast farms out their repairs to Warranty Logistics Inc. Their service was wonderful. I received the shipping materials (prepaid) the next morning after my call and received a call the next morning informing me that they had my computer and had started working on it. The repair consisted of replacing the hard drive which had failed. I was very surprised that the drive failed as this computer has had very very light use since it was purchased. I received my computer back the next morning, two days from my initial call. By way of comparison, Dell Service took over two weeks for my last repair. During the time that Warranty Logistics had my computer I received a phone call from the repair tech’s informing me that the Intel Core i7-820QM which I had originally purchased and was supposed to be installed in my laptop was in fact an i7-720. They expressed a lot of confusion as to why I had the wrong processor. This processor is significantly cheaper and slower than the i820. They told me how to confirm this on the laptop as well. This was also noted on the repair receipt. Needless to say this was very upsetting to me. I called Dell Support to discuss this problem with them and was shuffled around and around to the point where I was getting re-routed to the same departments over and over again. I can’t tell you how many hours I spent on hold over several days. Finally, I was told that a manager would call me within 24 hours. Three days passed with no call, so I started making my calls all over again. It was a repeat of my initial call experience. I was again told a manager would call me, this time in 24 to 48 hours. When I was actually able to talk to someone about the issue of the wrong hardware being installed in my laptop (which I paid a lot of money to upgrade), I was told the system was too old and that Dell wouldn’t do anything about it. I was also told that it was my fault that I was unaware that the wrong processor was installed. Then I was told that I must have the i820 processor because that is what the paperwork showed so I must be mistaken. I was also told that there was no such thing as an i720 processor and had to supply the rep with the website proving that there was in fact such a processor. I told him that he could log onto my laptop and confirm the hardware but he declined. Then I was told that Comcast must have replaced the chip. Really? Why would they steal a two year old chip and replace it with another one? Also if they did steal it why would they bring it to my attention? It just makes no sense whatsoever. Obviously, the wrong chip was installed in the factory when it was assembled. It is more likely that someone at Dell stole the chip and put in a lesser one or that Dell has a pattern of switching hardware that they think will go unnoticed. Or the most likely scenario, a mistake was made. I should note that during the warranty period immediately following the receipt of my laptop, I had many calls to Dell about several issues which caused performance problems with the laptop. The tech’s logged onto my computer many times during that period and never once told me that the systems hardware configuration wasn’t right. So, I started posting on forums about my problem and eventually heard from ) , who after several phone calls told me that Comcast had to have switched the processor and that it was my problem. She offered me a $50 credit on my bank card or a $100 gift certificate to basically go away. Guess what, I am not going away. I am just getting started. I am retired with lots of time on my hands and the resources to continue to pursue my new cause with the dogged determination of an obsessive personality. My whole interaction with Customer Service seemed to revolve around blaming me or Comcast, blowing me off or otherwise ignoring my problems and concerns. Frankly, no one seemed to care at all. I was told over and over again that there was no one else for me to speak with. The Dell Corporate Address is: Dell Inc. 1 Dell Way, Round Rock, TX 78682.  Maybe some negative publicity will help.  The BBB gives Dell an A+ rating in spite of the fact that there have been almost 10,000 complaints about Dell in the past three years. Makes you wonder. Additionally, I am starting to post my experience on Blogs, Facebook etc. hoping that I can save others from Dell. I also hired a web designer to create a website dedicated to educating potential Dell customers as to how they will be treated after buying a Dell system. His goal is to get my site up as soon as possible. My next step will be to acquire addresses and phone numbers of Dell Corporate Officers and Board Members (anything may be had for a price). When I get this info, I will publish it on my new website. I am also planning on buying a share of Dell stock and attending the next shareholders meeting and talking to as many shareholders, officers and board members as possible. Dell’s Customer Service was very unsatisfactory and they seemed more interested in sticking with Dell’s policies than the satisfaction of a good customer. At no point was any attempt made to make things better, accept any responsibility or to offer to fix the problem or to otherwise compensate me for the money I paid for a product never received. It seems to me that Dell should be more concerned about the satisfaction of their customers than the small cost to make things right. To maintain that I should have somehow known that my hardware wasn’t what I ordered flies in the face of my trust in the integrity and quality of Dell. I can’t imagine that Dell would sell many computers if their sales pitch included a caveat that; oh by the way make sure to check that you got what you paid for cause we may have switched it for < ADMIN NOTE: Profanity removed as per TOU> . Believe me when I say, this is not about the money, but the principal of getting what I paid for and being treated fairly. This whole situation has only made me more determined to see some resolution of this problem. I was planning on some additional computer purchases but I will never buy a Dell product again. I sincerely hope that I can save other prospective Dell customers from my fate.