I am a long-time Dell customer having bought my first XPS system from Dell in 2006 and I am beyond disappointed with my recent service transaction. I paid for a replacement for a cracked touchscreen and received a system back from you that is functional but has a scratched screen. Clearly, the screen that was installed was already scratched or the system was not properly protected in transit (that is my guess since it arrived without any protective film covering the screen which is what I would have expected for a new screen). After many weeks of back and forth and phone tag with Dell's support crew, I am now told that "there is nothing that can be done" because I didn't immediately report the damage when I received the system. It turns out I was travelling and couldn't immediately verify that the repair had been done in a satisfactory manner - it actually didn't cross my mind that I had to immediately verify this because so far I've trusted the Dell brand and would have expected that you stand up for the quality of your service. It appears you don't. As a result, you've just lost a loyal customer.