Ignored and Deceived

Hi. I have been stressed, frustated, lied to hungup on, left now without a computer for almost a month now. I never mention nor involve the fact that I am completely physically handicapped paralyzed from the neck down to benefit nor take advantage! But this has been an atrocious journey I'm still being led on.Here is my last email reply after a status EMC part delay AGAIN...

"Why am I continued to be ignored?? Please! The last time with such a long wait time and inconvenience, I was offered and committedly worked very hard to give you all the information needed to move forward with the exchange. But after you put me through with waiting, stress, frustration, anxiety and try explaining to my nurses' how to find you all the you needed for the exchange because of back ordered parts just to be forced to try the motherboard replacement, that mind you moving with that replacement made the unusable entirely now. It doesn't seem much of any understanding or compassion of what I am being put through being put through, a physically handicapped man without working arms and legs without a computer to operate his independence equipment to have a life is not the needs of your normal customer and health with constant bad news and rejections especially after working 5 days getting you all the information needed to move forward with the exchange then be told wait longer and take the chace again with the part now not being a delay when all I went through being PROMISED an exchange.

Now again your replacement parts are delayed by them ALL again not with the repair technician. Plus, the delay is longer. Please honor me the previous already promised exchange that you have all the information you previously asked me for processing the exchange. I have been gone through enough and have nothing to show for it. I can't take any longer without my life supporting and sustaining equipment, bad news or rejections. Especially when the back order date is 8-10-2020 and started asking for your professional since the beginning of July, 2020 at first hungup on 3 times even after I explained to your technician's "please, be patient. I'm physically handicapped." When I got your first technician email with the exchange offer from Jose I was so gratefully and relieved because you seemed remoursful when I explained how I was treated and you were going to help me. Here we are, three weeks later with the same treatment. Please someone HELP ME...

Thank-you"

Now every time I reply I get no response. I have EVERYTHING in writing even when the technician deceived me into going forward with there Motherboard fix idea, he state if the motherboard replacement doesn't work be reassured we have the replacement processed to continue with the exchange. Him saying that and AGAIN and AGAIN explaining the risks of people coming in my home when I'm already been bedridden a year with open yet healing wounds after almost dying last year from infectoin. I had not left my home nor sadly allowed even my family or friends to visit due to how bad my area is with infectoins from COVID-19 outbreak. I was so relieved and gratefully to Dell-Alienware when they offered the exchange rather than an EMC Technician to come in my home when "Professional" I knew the hastle and risk for my life and health reneging on there previous offer of an exhange. Before the offer of the exchange I had already waited patiently almost a week, then received the email of 2 options IN WRITING whether I prefer waiting for the replacement part to become available from back order or an exchange? Immediately contractually agreed verbally through text thankfully and gratefully replied, "Exchange Please!! Thank-you so much!" Even telling them how scared and concerned I was anyone coming in my home - desperate for any orher other option from the previous technician whom suggested inhouse part replacement out of pure and utter desperation because without a working computer all my technology to enjoy life of independence, abilities to express my through creativity through my digital art and words finishing my book and poetry, and actually outreach to continue my mission aiding desperate and struggling adults and children with inspiration and motivation to believe NOTHING in this is unobtainable if You're willing to fight for it and that there is such beauty in this yet otherwise dark world if only we are truly willing to open our hearts and minds to search and find it. But the last 28 years after my accident has for been for me performing my motivational and inspirational speaches infront of over a hundred thousand children and adults of every age, situation, venue, struggles and walks of life whom were mostly able-bodied people just looking for anyone they can trust and help push them in the easiest and safest route without judgement nor ridicule is where I've found my beauty in this world by helping anyone willing to put the time and efforts to fight for the lives we all deserve.

 This year has been so tough for me to continue my mission of helping and performing for the people I travelled the country and performing online around the globe due to being confined to my bed without leaving the four walls which is my room/office to perform and help everyone asking me because sadly I needed to worry more myself and my health to heal by staying mentally and physically healthy. I had no option to limitedly continue my mission of speaches and private counseling online, keep myself distracted through entertainment and creativity, communication with close fanily and friends, and so much more that most people couldn't fathom how I manage to do physically ALL with the complete use of my tongue and my mouth through using my computer for EVERYTHING. I compete and play videogames online with family, friends and strangers whom are fully able-bodied and beating them with just my mouth. Earlier, when I stated my "Professional" assessment of ALL the computer issues I was facing a simple motherboard replacement wouldn't solve my requsts requests for help. I knew whole heartedly this is a waste of time, not only because I have to fight to find technology and developed my own techniques to compete in vastly growing technilogical world starting back in 1992 at the age of 11 years old while living in a rehabilitation hospital for 6 months in Delaware over an hour and a half from my home, security, family, friends and everything I had to learn before becoming completely paralyzed and ventilator department never detoured me from slowing down or limiting or motifying my goals and desires for my future that after graduating with honors from high school further advanced and in computer and software engineering then any student before, especially being the only disabled student in a regular HS, not a handicapped majority focused enrolled school. I then took my knowledge to a local nationally accredited college where I achieved a masters' degree in software engineering and a minor in computer science.

I ONLY agreed to proceed with the motherboard exhange because I trusted and believed the technicians word that if the motherboard failed to fix my issues he would help me continue moving forward with the exhange that should have seriously never have reneged after 5 grooling days immediately providing pictures and system information explaining to my preciously patient God sended nurses' how, where and how-to obtain photos and even harder and stressing for the both of just not providing me pictures and information requested by the technician. Finally I felt joy and HOPE after everything I and my amazingly above and beyond nurses' whom are computer and illiterate but patient following preciously with technicians wanting teadious and difficult tasks for even somewhat computer knowledgeable people listening to a technician performing there own open the desktop chassis to reseat and then for hours for someone able-bodied to test each component inserted one by one and formattind the OS SSD many times with nothing to show for it all. Then now sending me random parts to gamble with my time, patience and independence without feeling any true remoursful understanding or care for my scarce health now leaving weeks with barely an operational computer that would maybe would boot to the OS Desktop so I'd have a bit of distraction and independence, but it would take anywhere from 15 minutes to an hour. But when you're handicapped and desperate without anything else to pass your day because your stuck in bed and your sanity and life is dependentn upon a machine to work you simply keep restarting and poswer drainig trying to keep positive and motivated each time you ask you ask your nurses' or angelic mother to press the "Alien Head again now, please." then nothing left but to pray and say to yourself trying to keep myself positive and hopeful, "This time will be the time that... THIS MACHINE WILL STARTUP TO THE DESKTOP FOR ME, I KNOW IT! Please God... I need it work because I am going crazy with nothing but sit here most of my day staring at the walls and so many people are depending on me, too..."

 But after all I did for 5 days doing everything requested to provide everything Dell-Alienware needed for the exchange they legally offered and I legally agreed to, should have cancelled or stopped any continuation of the Motherboard being delivered to EMC Technician's warehouse and any form of home repair the I said, "Yes, exchange please. Thank-you!" After wasting 5 days jumping through hoops with finally happy hopes my life could be somewhat back in order where my only worries would have been on my health and healing. But no, they slapped me in the face and gave me only option again I worried so much I've lost so much needed healthy sleep over. Being desprate now more with the only unhealthy option again they forced on me without care or concercn of my voiced valid points and worry. Not caring all I and my poor nurses' worked to get everything they needed to exchange to delay my patients I felt to keep me happy and quiet for the part to get out of back order. Those 5 long days of hope then add up to almost next to nothing. Even with the part now delivered to EMC Technician Warehouse I got no phone calls for over a week MORE because technician whom ordered the motherboard while I was on the phone with ASKED ME "are these the correct numbers to call?" I replyed, "No, sir. My numbers are now..." "Oh, ok, Mr. Tony. I made the changes. Now... What would be the best time for the technician to call?" "I distictivly repeated my new valid up-to-date numbers AGAIN because I was a loyal 20 years plus customer with Dell way before they became a new brand name Dell-Alienware. So I know how exhausted and tiredly overworked their technician's must be dealing with so many customers daily. A lot of ANGRY customers who've have enough and take it out on them when all they are doing are following protocals and don't (understably) don't feel like listening and document history fully because how they are. After over a week AGAIN with no word I emailed the technician my numbers and best time time to call. They called the new numbers but at 9AM EST when I repeated 5 times after 1PM EST. Good my mother was awake to the call. After almost 3 weeks from my first call to Dell-Alienware for the technician comes to install the Motherboard they made me wait a week MORE after the exchange offer and acceptence. The technician tried to boot but now when I try for an hour even with all my prayers now it won't even boot to the OS SSD... Right after the technician called to report it made it worse not better then left. I immediately emailed Dell-Alienware back and said I have done everything you've asked and then some but now not even with strong prayers of hope I have absolutely nothing to do actually making situation worse. Please, I'm begging you to follow with the providing information you asked to move forward with already in progress exchange that your technician promised me we would do if the motherboard failed.

 They flatout again broke any existing backup of hope with the GUARANTEED fix without stress that that said what they offered me and I agreed contraully was no longer an option on the talbe any longer. No. INSTEAD they said a "Senior Technician" will explain NOW INSTEAD we are to move forward to, "Honor your contrat?! My reply, controlling my anger, confutation and true bitter disappointment with a brand for over 20 years spends over one hundred dollers on desktops, laptops, system and services upgrades and more - including almost 5 hundred thousand dollers refering their brand tofrom, no one else saying this to all my family, friends, my HS and college almamaters, colleagues and companies that I desined and setup their computer's and server's in their offices and labs. He calIed and ran me through AGAIN hours of the same long tediously draing tests 3 other technician made me test before and asked ALL THE SAME questions I was asked every time all because of full recorded history with other technicians, treating you like you have never called before or you're someone just contently calling to get more or upgrades for nothing!? I'm not a theif or exstotonist and hate people like that, I just want the quality of the computer I paid A LOT for, NOTHING MORE (someone on a fixed income which took over 2 years to spend over $5,000 for an amazing computer from an amazing brand). Then again to order random parts just getting my hopes up and wait longer. But now I wait with nothing because of the insisted motherboard change that made my life literally lifelessly exisled, lonesome, bey boredom and stressed because NOW AGAIN I'm waiting even longer than before because the parts are delayed until another two weeks. They don't respond to my heart struggling situation to change my situation, not even a response of compassion to imagine what I'm going through. If they would have continued with exchange I wouldn't be so stressed I'm literally sicker and utterly exhausted because I'd either have a work exchange or at least hopeful that a working one will be here eventually. I seriously out of options, patience and I'm seriously afrair to open my e-mail because I my health cannot any longer handle anymore given false hope, bad or gambles of tests I did for hours and send more parts with absolutely no guarantees they will even work waiting to be worth risking my health and life.

This long thread I wrote took me over 3 hours to type all by mouth out of pure desperation on my only equipment working for me to use a piece of my mobility devices for minimal independence I have left to not burden my mother and nurses' for future assistance being my hands. I'll probably be ridicuded for my long whinny post. LOL. But I'm either a high u representative of Dell-Alienware or one of you great community members can give me some good news, forward this to anyone who can help with some useful guidance to help me get my life back, or somehow stop this from happing from anyone else. I truly wish I could afford a new computer to stop all I'm going through mentally, physically and emotionally. Any positive information would gratefully aqqreciate or some good for once with everything I've been going through almost a month now would be more so. If nothing, thanks so much for at least reading through my whinny pain and suffering... Heh-Heh.