So, the story so far; left speaker grill not lighting up, technician comes out, repairs speaker and fits some RAM for me, (since my hands aren't steady because of my Epilepsy), but does more damage in the process, the second technician repairs most of this damage but wasn't able to do the entire job, the next time he gave he had faulty parts where the touch-pad wasn't connecting; the fourth time he was given a palmrest which had what I'm now calling "left speaker syndrome".

Now when I recently received a call this morning I was told that I'd receive a new system but I'd have to take the existing RAM out first, (it took me well over half an hour when I removed the chassis when I added a HDD and I hadn't had a seizure for a few days at that point), he told me that his supervisor confirmed this who I then asked to talk to; who said the same to me.

I told him that this was not possible and that the only two people in this house are Epileptic and Blind, he then states "I'm not sure if you're lying or not"....what kind of a sick person would lie about being disabled when they're not; I wouldn't wish my disabilities on even my worst enemies and I feel that both my Mother and me were second-guessed on the severity of our disabilities, (the UK Government and all of our Doctor's say we're both disabled), I had to take off mid-way through a call-back after I got disconnected as I had a medical appointment; ironically enough to check my blood-pressure.

I received a call back this evening from the first guy and I explained all of this to him yet again, and he asked me if I could go round a friend's house and have this done, (I made a call to a friend and their brother and neither of them were willing to do it through lack of experience), when he asked if I could ask anyone else I said only my fiancee who is in Virginia, (obviously he didn't comprehend that a distance of a few thousand miles would make this impossible), I met my fiancée online and use my laptop to connect with the world as I'm somewhat agrophobic to which he remarked "you have every condition on the planet it seems".

So that's my Mother's blindness insulted, my Epilepsy, Narcolepsy, Aspergers and even more insulted; I can't help but wonder how much more verbal abuse I'll be given based on the cards that life dealt me; it took me a long time to come to terms with what I have over the past 14 years, and I'm used to this kind of ignorance in the real world, the last think I need is to receive it from Dell's staff as well.

I was told it could be taken off-site for "examination", and I said that if this was the case then my on-site support wouldn't be honoured, of which an extension is valued at £180, I then asked if I could have the £180 refunded and they said "no"; so I've gotta' pay for a service I'm not receiving, take receipt of a new computer with lower specs and give one back with higher-specs because I don't have a steady hand, (as stated above, the first engineer fitted the RAM because of this), I can keep having repairs done until it's of MY satisfaction, (not that of a Dell technical engineer's, unless they want to pay my credit amount off for me), and whilst one of these is slowly going somewhere I can receive free discrimination against my disabilities as part of the deal?

When I asked if the call is recorded, conveniently it wasn't, so it's a "he says, they say" case here, and only my word to go on.

I wouldn't mind if I was given a loaner of similiar specs, (I'll need to keep the primary HDD from this system due to some programs and data that can't be re-copied, cloned, or backed-up; nor re-installed/purchased without similiar cost).

I actually asked for a new system when the first issue caused since it was a new system and I figured it'd be more convenient; then the engineer that was sent damaged the system in several ways, and the only thing he did right was add the RAM, (the second technician has been great throughout and I can't compliment him enough).

Dell Complaint and Alienware Management are now stonewalling me; not replying to my emails and very rarely phoning me and that's only when I make enough noise about it, and when I do talk to someone, they seem to want to play Doctor and ask if I'm lying about my disabilities.

What is so hard about that....if Dell wants to honour the ON-site support, (not OFF-site), then I'm entitled to request replacement palmrests for the duration of the agreement unless a £180 refund, (plus the interest of 19.9%, which would total £215.82), is refunded to me, plus whilst I didn't ask for compensation before, now I'd strongly consider it just for the insults; disability discrimination is bad enough from the average Joe, but from a company such as Dell; it's unforgivable.

So I'd like to ask if Dell UK have something against disabled people, and if not; why can't what I've been asking for for a few months now, not be done on my terms; send a replacement system with an engineer, (and a spare part, just in case), he can then swap the RAM around, (which I've seen done within minutes), and we all end up happy; me with a working computer in the condition it should be, and Dell with my money and the shareholders smiling.