What does it take to get and issue RESOLVED?

I shut my Studio 17 down the evening of September 6th and when I tried to power it up the morning of the 7th, the monitor would not come up. Worked fine with an external monitor.

Go in touch with Dell, and the Off Shore Tech person.......nice people but powerless.........sent a monitor to the local Dell repair guy who came out and TRIED to install it only to find out they sent an entirely incorrect monitor for this laptop.  They sent out another one and it came next day, fortunately it was correct but did not fix it.  Sent an inverter the following day and that didn't repair it.  Then decided they wanted it back at their "repair depot" (what a joke)  that took a week just to get the box and send it to Texas where they decided the monitor was cracked and put the repair on hold for 3 days, because I did not have accident coverage, then they figured out THEY sent the monitor and THEIR guy installed it and I have NEVER USED IT.  Then they finally proceeded with the repair until I guess they decided inverter they sent their local  repair guy was just as junk as the cracked monitor they sent him and had to be replaced, and of course it was on backorder which delayed the repair another week! 

By this time I had been sent to the highest level of escalation with a senior representative by the name of Divya.  She is as high as we can go, top notch and as ABSOLUTELTY POWERLESS as anybody in tech support I have spoken to so far.  Dells escalation team is just a big joke put out there to make a feable attempt to appease the stupid masses. 

We are not stupid.

I finally get the machine back October 6th, a month later, sad.  I put my hard drive back in and of course the drivers do not work with what ever they put in the computer.

The off shore dell tech support guy spent the rest of the afternoon rooting thru my system trying every driver he had to get it to work because it is OBVIOUS he had NO IDEA what video controller HIS COMPANY put in this machine.  It is stated under my service tag that it is an onboard video controller but this rocket scientist had to try the ATI Radeon drivers first.

At the end of the day, he told me that once this last driver installed the system would shut itself down and I should reboot.

By that time it was time to go home. 

I get this thing rebooted.  the images now fit the screen, the resolution can now be set to higer levels, the picture quality is nowhere near as good as the original and it does not brighten when the ac adapter is plugged in.  It looks like you are running on the battery all the time.

Here we go again.

I get online with Dell Tech Support Chat (cause you can't understand them on the phone) and an agent by the name of Satya goes through the same process as the guy  before, to no avail, and finally decides to replace the system.

Why couldn't we do this in the first place?

But it doesn't get any better here.  Divya, my SENIOR SUPPORT SPECIALIST calls to check up on how the computer is working, of course she does not read the case notes PRIOR to contact me, that would make too much sense, better to jump right in to a possibly irate customer than have your ducks in a row first. I fill her in on what is going on and she says oh I see that!  I will expidite this for you!

I don't know what their vision of EXPIDITING is, but I am sure it is far different than mine.

Miss Divya calls me on October 12th to let me know that the computer is in "ktting" and the expected ship date is Wednesday the 14th, which is today.

She called me today and due to a shortage of some part, it has now been put off until the 19th, which is Monday and I am sure when Monday rolls around there will be another excuse.

The is no valid excuse why it should take 2 months to fix or replace a computer.

And now they keep bugging me to purchase extended coverage.  Why in the WORLD would I want to PAY for more of this shoddy service?  I don't understand how they think!  It makes absolutely no sense at all!  Please Pay me to RIP YOU OFF!  It's an insult to my intelligence!

I have 23 years in the customer service industry as a class 8 truck warranty administrator and I can tell you that the electronics on a Cat or Cummins Diesel engine that meets 07 emissions is far more complex than a Dell Studio laptop.  The parts are so new that when they fail they have to be pulled off the assembly line. But we can fix one of these electronic issues, that engineering is even foggy on, in a week and get that customer back on the road, if we can't the manufacturer will come and help figure it out.

We have never put a customer down for two months over something complex. 

There is nothing complex about a monitor that failed in a laptop.  Only very few things can cause that.

This is my 7th and last Dell computer. If this is all the better Dell can do for it's customers after the sale, then they don't deserve the sale in the first place!

In closing, the front side of purchasing the Dell computer is all sugar, sunshine and roses......but when the thing has the slightest failure, expect to suffer at least one month if not more.

All that pretty wrapping just isn't worth it.

There is no reward for customer loyalty, all they want is the $$ there just isn't anything after that.

So seriously disappointed/

Thanks for NOTHING DELL!