Problems with the Dell Depot

I ordered an Alienware M17x4 in May. It arrived but was damaged and Dell agreed to exchange it. Several days later a replacement arrived but had an inferior GPU, downgraded internet card, and downgraded CD drive. I called Dell and they sent a technician with the upgraded parts. By the time he was done, screws were missing and the computer would not run. I was then told I would have to send it to the Depot for a 3-5 day repair and was assured I would have it back in no more than 5 days. Thereafter it was placed on “hold” for a memory stick. COME ON! A memory stick? I challenged the unavailability of a simple 4gb memory card and Dell then said they had one. Really?  It has now been two weeks since they started the process and no one will give me a new return date. Dell service is very poor.

My experience with the Dell Depot has been horrible. I purchased a Alienware M17X4 which was damaged in transit. Dell sent a replacement which was inferrior in that it did not have a blue ray drive, it had a much lower rated GPU and an iferrior internet card. Dell then sent a technician to replace these pats. He completly messed the system and up and I was then told it would have to go to the Depot. I was promised a 3 to 5 day return time. After five days Dell claimed they did not have a part (a memory stick!). Thereater they admitted this was inaccurate and I was told I would have the computer back in two days. After two days there were no further updated and the ALienware technician (Jonathan) stopped returning my emails. It has now been almost two weeks, the Depot has stopped updating the website status page and Alienware says they do not know what is going on. VERY DISAPPOINTING

Well, I received a reply which tell me that the "normal" period for a repair is 7 to ten days. However, I was promised "expedited service" and was told this meant a 3 to 5 day turnaround. In any event it has been 13 days (including a bogus 1 day hold) and not even an estimate of when the computer will be returned. Since Dell was to repair the computer on site, even the 3 to 5 day service was outside of the warranty agreement.