Service resolution

How many problems does it take to send a new unit to replace a faulty one?

How many techs does it take to to send a new unit to replace a faulty one?

How many hours does one spend talking with techs does it take to to send a new unit to replace a faulty one?

How many hours does one spend watching techs work about their unit does it take to to send a new unit to replace a faulty one?

How many tech onsite visits does it take to to send a new unit to replace a faulty one?

How many conversations with a resolution manager does it take to to send a new unit to replace a faulty one?

The only correct answer is 1 too many.

The Dell repair policy and procedure is not working as can be seen here.

There are communication issues.  I am not including dialect or language.  that is not the problem.  I have been instructed by the Resolution manager by email to call using the phone number and ext.  I finally figured out how to do it by the process of elimination due to repeated calls.  The email instructions for phone contact are faulty, like my computer.  The resolution manager advised me they are the only management I will have access to regarding my concerns.  That is unacceptable due to the abuse I have described.  I say abuse due to my time, efforts, and hearing again and again 'not to worry' and ' I am so sorry' without solution.

The motherboard was finally judged to be faulty.  It was replace by an onsite tech and at the same time it was discovered I was using the processor HDMI port rather than graphics card port.  It was also discovered at that time the graphics card when connected does not work.  After more time with Dell online tech on hands support it was determined the card did not work.  A tech was again sent out to replace the graphics card.  The tech told me to call Dell tech support as the card was not recognized as primary.  That I did and after online hands on support the recommendation  was the card was not properly connected and a tech should be sent out.  (Third tech, second for the same problem)  Assuming the first card was connected properly and did not work, the replacement card installed by a "senor tech" should have seen the first improper connection if that was the problem.  And upon install recognized as a professional  installed correctly, yet the unit does not recognize display via graphics card.  Makes no sense.

This is a bad bad Dell strategy.  The merry go round does not stop.

Given my experience and my  customer incite Dell owes me.  I just don't know what   This is my 4th Dell.  I have no recollection of hardware problems nor tech support as this.

I suspect Dell monitors these posts.  I would like for them to take these issues seriously.  It suspect my problem is not about the tech, it is the way warranty business policy and procedure is demonstrated.