My ongoing Alienware/Dell Tech Support Horror Story

About 2 weeks ago I ordered a M17x R2 brand new from Amazon. After installing a few games I(with the help of NBR members) discover that my secondary GPU was malfunctioning. That night I tried to contact Alienware but they were closed. At 2am I called Amazon and they agreed to overnight me another unit.

Later that morning I called Alienware and we troubleshot for 3 hours+ to come to the exact same conclusion. The Alienware tech told me that he could send someone on site to fix the issue. I neglected because of some of the horror story's I read here in the past and also knowing that another unit was on the way.

New unit arrives and on the 3rd day the back lighting starts malfunctioning. Again I was on the phone with Alienware for 3 hours+. After agreeing that the back lighting was malfunctioning he setup up an in home tech with a replacement screen.

3 days later(today) the tech arrives and replaces screen. Now the screen works as it should but there are now cosmetic damage to where he used his tools to pry open the palm rest panels and now the XrossfireX doesn't work!!! I get all kinds of errors about the secondary card and the bridge upon boot and in the CCC. It even gets BSOD now.

So again I caled and l troubleshot for 3 hours with Alienware and the best that they can do is send the same tech with a new palm rest, secondary GPU w/bridge.

So I called the tech they sent over to my home to fix what he started and he said that he can't because he wouldn't get paid for the work and that he might be liable for the damages.

!?!?! I'm so pissed right now.
As I type this I decide to call Amazon to see if they can provide the same level of great service they provided in the past. The CSA said because Dell opened up the unit and caused new problems she'd have to elevate this case.

So now I sit with a messed up M17x R2 in limbo.

 

-First problem, Alienware closed
This isn't their fault.
-I denied alienware's solution
This isn't their fault.
-Tech marked up casing, crossfireX doesn't work
This isn't their fault, they don't have their own techs. You should've tested EVERYTHING before he left and made him call Dell and explain for anything HE DID.
-I called the tech they sent over to my home to fix what he started
This also isn't Dell's fault because they _don't_own_the_techs_

So all in all you're opening a big case because of things you didn't do or denied Dell from doing.

First thing: Experiences may vary with techs as THEY ARE NOT OWNED BY DELL. THEY ARE LIMITED TO YOUR AREA.

Second thing: Almost all of your issues are worsened by YOU

I hate to sound mean but its true..

 

1.I fail to see how it's my fault. I asked the Alienware rep and tech before he even arrived at my home if he was qualified to replace my screen. They both said yes.

2.While repeatedly asking him to not force remove panels while scratching them he seemed to listen and then he was right back at his old ways again.

3. It IS their fault because they allowed him to represent them and work in their place.

4. In the end I did go with their solution and now I'm without a working M17x R2.

Did i forget to mention that THEY recommended this tech and supposively paid him.

 

It's pretty much hit or miss. I had 3 technicians over and 2 of them had no idea what they were doing. Just be friendly with them. Ask them honestly if they opened an AW before. The 2 technicians that had no idea what they were doing admitted that it was their first time so all the damages they caused, they covered it. Although they did leave a bit of damage here and there, the 3rd technician fixed ALL the damages. Dell have a policy (I think?) where if 3 visits to your house doesn't solve your problems, they can either send the computer to depot (REFUSE THIS) or they can get you a replacement. They usually give you a brand new replacement but depending on the components and the person you are talking you, might change the situation a bit. Good luck!

 

Well I feel your pain man, especially sitting on the phone for hours. I got lucky with the tech that came to my house, as I do NOT agree with X3nia's harshness, I do agree that it's technically not Dell's fault that the tech screwed up HOWEVER they did CERTIFY and ALLOW this guy to do the job, therefore they ARE RESPONSIBLE.

The fact is, they sent you a machine with problems and their customer service is crap. Plain and simple. Black and white. It's crap. 90% of the people I have spoken with are just sitting there getting paid and they do not care about their job. On the other hand, I have spoken to a select few that really do value the customer and really do try to help. Most of my experiences have been better dealing with Costa Rica than with India - if that helps... but still, it's really hit and miss. If at first you don't succeed - just hang up on the idiot and try again. It sucks, I know first hand... I've been dealing with my "paperweight" since November.

Good luck man. And if you need to feel better... read my last thread. :/

 

Absolutely unnecessary and NOT TRUE! Honestly, get your facts straight sir or ma'am. Honestly I am not going to sit here and look at this mess of a post that does nothing but blame the USER for PROBLEMS CAUSED BY DELL AND THEIR TECHS.


My responses in BOLD

-First problem, Alienware closed
This isn't their fault. No one said it was...in the OP the poster said he/she decided to call Amazon because they are easier to deal with and got a replacement.
-I denied alienware's solution
This isn't their fault. You have the right to deny the service and think about it, which is what the poster did...
-Tech marked up casing, crossfireX doesn't work
This isn't their fault, they don't have their own techs. You should've tested Um...yes it is...the Dell tech set up a local "tech" to do the work under Dell's repair contract...Dell is liable for the damages.EVERYTHING before he left and made him call Dell and explain for anything HE DID. Small things are often overlooked more than you know. The fact of the matter is, a repair tech should know how to do their job better...
-I called the tech they sent over to my home to fix what he started
This also isn't Dell's fault because they _don't_own_the_techs_ They are under contract to do repairs for Dell, so yes, Dell kinda owns them...

 

I'd normally agree but some of you talk about these techs as if Dell owns and monitors every single one of them.

They don't. You are entitled to ask the tech to call Dell if anything is damaged by him/her. You are entitled to fully test everything before the tech leaves. OP didn't do this and you don't sound like you did.

The best advice I can give OP is to call Dell, tell them what happened and then explain that you REFUSE service from the same tech and need another one. If they deny this THEN file the big complaint.

 

That's cause I deny all services and do the repairs on my own. I intercept the parts from the onsite tech and it saves me a headache.

 

haha, dell may not own them, but if you call dell, and they send out a local tech, that tech has a contract with dell, so therefore, if the tech messes up, its the techs fault, but dell will still have to pay for it due to the contract. simply put.

 

u guys should help skygunner27 to solve the problem , not by saying who is right or fault.

Can't dell sent you an new machine? tell them you don't want r2 anymore add some $ for r3

 

It's not that easy xth. Dell will not hand out replacements like candy unfortunately (no matter what you've read or heard in the past) lol unless you really want to make a big commotion, but that takes ages. Skygunner is better off having Amazon resolve the situation since it appears he/she will not have luck with continuous onsite techs. I have helped Skygunner before and I do believe that the techs Dell dispatch for repairs are truly lacking in Alienware expertise and often cause more damage.

 

100% spot on.

OP, contact support, explain what happened and they will resolve this. If by rare chance the support phone rep does not want to assist you after you have explained the situation, ask to speak with a supervisor.

Bottom line, if you want Dell's warranty service, you have to cooperate with the support reps on the phone and the on-site techs. Its in the terms of your warranty.

If anything goes wrong, damage or otherwise, contact support and they will make it right.

I know, I was in this situation once before with a XPS M1730. Tech caused damage - before he left I made him call and re-order the parts to repair it. Done.

Give support a call and reference your last case #.

 

I demanded a replacement for all the bs but they(Alienware) refused. I took apart the whole entire pc and found that the XrossfireX bridge cable wasn't connected on both sides. I also found alot of other errors that made my keyboard bulge and loose screws. I also found a screw in the primary gpu fan. Alienware is suppose to overnight the tech a new palm rest and indicator panel to replace the damage he caused. I am going to call Alienware in the morning to try and get the parts delivered to me. I can't believe how easy it was to properly dismantle and assemble this beast At the time of my OP I was super upset about this BS. Thank you for your support +1 rep.

I read your entire Thread and wanted to avoid an on site tech because of it.

Thank you for your support +1 rep.

All is well now I did the repair myself. Just waiting on replacement parts from Dell.
Thank you for your support +1 rep.

I might cancel my claim with Amazon because now I truly know my unit. Plus they had big stickers on both GPU's that should not of ben there in the first place!!
Thank you for your support +1 rep.

The whole time the tech was at my residence he was acting like he was in a hurry. When he was done he left after I booted up. I did not get a chance to test out unit with tech present.
Thank you for your support +1 rep.

 

Yes, those techs can be in a hurry... when he installed my monitor, he didn't bother letting it load up. He just saw the Alien head and got up to leave. Honestly, I figured that was that - but I was dead wrong... and I'm the consumer, why should I assume otherwise? The tech should have known.

XTH... man, I wish it were that easy. I'm dealing with that now. I've had my system since November and I've only been able to use a small fraction of that time. Customer Care does not want to compensate for ANYthing. They say they do not compensate.... even though THEIR machine took a dump because it was poorly built and I lost money because of digital movies I paid for that can only be used on ONE machine. I tried everything to get customer care to help with this and they kept sending me to tech support and those guys laughed and said Customer Care was nuts. Back and forth back and forth. No extra/extended warranty even though I've burnt through almost 5mo of mine with a junk PC and no upgrades... in fact they tried downgrading me. Bah, I'm just QQing and repeating my thread info, lol... just saying it's never that easy. Villosa nailed it... you gotta fight with them for months.

 

Very unsettling they have one time to deliver an ill rig to my door and I suffer economic hurt. Not only will they be compensating me, but they will have to speak with my lawyer if they even think of not wanting to compensate me.

 

All I need is my parts and I'm good. I just bought an Alienware Optx Monitor. I can't believe how good this screen looks over my RGB replacement screen. It's really amazing. What's so sad is that all it takes to ruin the experience is some knuckle head know it all to get in the mix. I'm still amazed I put it all back together, probably better than it's manufacturer. What so lame is that the tech used all these prying tools taking off the palm rest. I took the whole entire unit apart with a few screw drivers. The reason he damaged my palm rest was because he didn't tilt the screen back enough to easily remove the indicator panel without the need for prying tools. He did the same thing to the other 2 pieces of the palm rest. I sooooo want to call him and point out his mistakes but as I was dialing I felt like it was a lost cause.

 

You're probably right... just a lost cause. I would let Dell know though that he's an idiot... but that may be a lost cause too, lol!

I'm not sure I would tell them that you pulled it all apart and fixed it... even though you did a better job - it may void the warranty.

 

I'm on the phone with them right now. I explained the entire situaton to a supervisor and they are sending me the entire magnisuim housing underneath the keyborad, the indicator panel and the palm rest. Originaly they were going to send the palm rest, primary GPU w/bridge and indicator to the tech that messed up my unit.

I'm waiting to finish the phone call before submitting this post........
The Alienware tech was like sooooo you would like us to send you the entire magnisuim housing ......I was like yup the tech you sent out damaged the seems between the palm rest and indicator panel. He then said well that's basically the whole computer....I said yup that's what he cosmetically damaged.

All is good the parts are all going out today to me and they are providing me with contact info that they provide to the on-site techs incase I run into an issues re-assembling the unit.

I can't wait to get started.

 

So how have things been? I'm very curious about it as I am STILL dealing with issues. I haven't had a PC to update it until the other day and I am getting caught up with my school stuff. Anyways, you should go back to my first post on this thread and check out my thread on my system...

let me sum it up... they are ready to replace my REPLACEMENT... LOL, omg man I'm going nuts. I'd accept the replacement but they want to send me an R3 and I don't want an R3. I want an R2, a refund, or an m18x. Anything other than that is a waster of my time and theirs. I'm waiting on a phone call from a supervisor. They said I'd be called within an hour. It's been an hour and a half and I'll give them another 30m and then I'm calling them back.

This is just sooo ridiculous.

 

Actually I'm on the phone with them right now. The issue with my R2 is the sleep brightness problem. I have had this problem out of the box on all 3 of my R2's. My friend down the street also has this issue. I am waiting for them to call me back. Suppose to be in the next 2 minutes.



http://forum.notebookreview.com/ali...-issues-when-using-reference-amd-drivers.html

I have received an R3 but I think(Opinion) it's a POS because it has BSOD'ed 6 times in 2 days. I want this issue resolved with a fix or a better alternative than the R3.

I want my R2 to be fixed by software!! I've spent almost 3 hours on the phone in this order: Alienware tech>Dell CSR>Dell Software Solutions> hung up on after holding for supervisor for 15 minutes >called again>Alienware tech>transferred to hardware manager>extention no longer in use>hung up on again >called again>Alienware tech>left message>awaiting call back.

I'm soooooo sick of this!!!


I just tried to call back and now it says their under maitenance!!!!!

 

The sleep/brightness issue sucks big time and there is NO FIX FOR IT because Dell HAVE NO FIX FOR IT....sky, you know this as you have been on my thread above....it sucks that we have to go to extraordinary lengths to try and get a working system that we paid for.

I am with you all the way fella, if you need any back up, PM me an I will gladly throw my hat in the ring and help out where or if i can.

Repsect due...go for it fella...im not that far behind yo uin doing the same!

 

I got through....I think my account may have been flagged. Now everyone that I speak to has an attitude!! I know I'm being polite. I've been on hold for 10 minutes trying to get past the Alienware tech to get to the......hung up on again!!!!!!!!!!!!!!!!!!!!!!!!!!!

 

Arghhh....I feel that pain....evenn the exec rep I spoke to today hung up on me....although he said he didnt and that we simply got "disconnected", he made no attempt to call me back and he KNEW that i had no way of getting back on the phone to him as they dont give out telephone numbers for exec dept......

 

I think it is a shaddy tactic they use to pawn off the problem on another employee.

Out of my 32 years of living I have never been hung up on 5 times in 1 day!!! My ex girlfriend never hung up on me that many times in one day. Everybody raves here about the warranty.....I don't get it.

 

I concur with what you say, unfortunately. We'll see how this warranty service works...

 

Do the technicians not require a signature upon arriving/leaving? If so, AFAI am concerned, the tech never showed up

 

From my experience they don't need a signature of any kind before or after the repair.

 

Mine's a little different but it's still a support horror story.

Briefly...
- purchased an M17x R2 last October
- never worked properly and had hell with support until one support tech decided to give me his undivided attention
- after 2 Windows reinstalls, a replacement mobo, processor, memory modules, and screen, and 5 months downtime, Dell finally agreed to give me a replacement machine.

New machine arrived 4 weeks ago. At first everything seemed perfect however, 2 of the keyboard keys were unresponsive so my support tech got the keyboard replaced. From the moment the on-site tech dismantled the machine everything started to go wrong.

I now have 1 fan that sounds like a playing card inserted in between bicycle spokes, a video image that looks like it's in paint mode, an Alienware headset that doesn't work, and my support tech won't return my mails or calls. I've even mailed his superior who has never replied in the past and who clearly doesn't want to break his track record.

So like some of you guys, here I am 6 months later with my 2nd 3,500 euro paperweight bashing my head against a brick wall.

 

Better business bureau + lawsuit looming? They're so shady over at Dell, I can't believe this.

 

I'm in France. We don't have a BBB here.
TBH, I don't think they are shady. It's more of a case of them doing things as and when it suits them. Some of their employees shouldn't be working there.

Managers in particular should be made to understand that when a case gets escalated to them it's their job to show the customer that Dell really cares. Unfortunately, in my experience, for some managers, wearing such a hat makes them feel they are licensed to operate in god mode, invincible to anything that comes their way. These particular individuals do not see the customer as the person that makes it possible for them to enjoy job security. Instead they see the customer as their enemy whose only goal is to ruin their day so the best way of avoiding conflict is to simply ignore him.

I wonder how many Dell/Alienware customers can relate to that?

 

Totally can relate to that kind of experience. I dont know how half of these people hold such positions...they obvioulsy did not undergoe any form of training in dealing sympathetically to users problems.

I believe that people insuch positions should undergo full training on customer resolution handling. Alot just see you as just another number or phone call for them to have to "deal with"....they forget that its our purchases that make their jobs viable.

Acting as the face of the company, especially in circumstances when the companies customers have endured problems and have turned to them for resolutions, should be a position that is most suited to those who have a pleasant, amicable and helpful nature......

Instead, you get someone on the other end of a phone who really doesnt care about your problems, can be very unhelpful and certainly very much the case that they are not sympathtic or understanding at all.

If any company wants to achieve a good customer reputation, it would be well advised to have people that are "fully equipped" to handle these "rare cases" and deal with them accordingly and not just dismiss peoples issues at the drop of a hat.

 

Sorry, I never updated my thread. Well, i spent two hours typing in all the info that has happened since I recieved my replacement and wouldn't you know... BSOD and I lost everything. Guys, I'm a 27 year old man with kids, job and a mortgage. I've traveled the entire country and seen some crazy things. I'm about 40 living in a 27 year old body... what I'm saying is that I've been around man. I kid you not, when that BSOD hit me after all that typing and varifying sources and everythign else.... I literally teared up I was so angry. It took everything I had to not smash this thing into a million pieces.

You guys... their phone support is horrible. I have a 1200 minute plan on my phone every month and I never go anywhere near the max even with my fiance' on the plan. We usually hit about half the maximum minutes because our minutes to each other are free and most of our friends are with the same company so their free too... but we went over almost 200 minutes last month while I dealt with Dell because they kept hanging up on me and putting me on hold. My personal file is probably the size of a novel up there and they swear that they have to read EVERYthing before they can help me... then they transfer me to someone else. Then after the last person finally reads everything... they ask me... so what's your problem? OMG!!!! Dude, I thought you said you read everything!!!

Hang on just on moment sir while I look into your problem...
No, read what you have to read but don't put me on hold - I'm tired of being hung up on.
Sir, it will only take a second and I assure you that I will not hang up.
But *CLICK*.... hello?....hellloooo? Omg, he just hung up on me again and I was on the phone for over an hour!!!

Thsi happens at least twice a day.

I'm going to update my thread today and I'll keep saving it until it's done. I'll write it in Word first so that it auto-saves every few seconds, lol! Then I'll post it and post a link.

As far as lawsuits go, I threatened to call the better business bureau and my congressman... they flat out said "I don't care who you called - you signed a contract." How professional is that?? Then he hung up of course. We need to find a way to band together guys. This is getting out of hand. I understand that there are several people out there that are not having issues and they praise Dell/AW like no other... but what about the rest of us? We get pushed off like were trouble makers or attention seekers or whiners. I can't stand when I have a problem and someone says "well, did you pull it apart and try this?". No, idiot, I didn't! And I'm not going to - I shouldn't have to. Call me what you will, but I tried that for four months doing everything I could and it got me no where. I shouldn't have to do ANYthing to my system. I paid over 3k for it and it should work flawlessly without being pulled apart a dozen times.

It's just like when you buy a new car. You buy a NEW car. If you take it home and it starts over heating - you take it back. You don't go out there and start pulling half the damn motor apart to find out what's wrong with it. That's there job and I wanted to do that - I'd have bought a used car and saved alot of money!!! When you take it back, you don't want them pulling it apart either! Once a car has been pulled apart - it never goes back to the way it was and the value drops tremendously. What if you buy the car and the brakes go out and you get into a fender bender.... are you going to accept a repair??? No, you're going to demand a NEW car that is inspected OR you are going to demand your money back. No way in hell are you going to buy a brand new Dodge Charger loaded with all the options... take it out and wreck it because the brakes go out or their stearing column locks up or something stupid and you crush your bumper and a dent the hood and crush the fender.... um no, that car's value is forever depreciated because it was in a wreck and no matter what they do to "fix" it, the damage has already been done. You didn't pay for a broken car. You paid for a brand new car and that is what you're going to get. If they aren't going to help you - then you're going elsewhere. If they won't give you your money back to go elsewhere - then you take legal action.

Tell me... at which point are YOU guys at? I KNOW where I'm at and I'm ready to go to a different dealership. I'll update my thread and get back with you guys.

 

Ok, I updated my thread HERE. It's very very long, but trust me... that's the very very very short version. Very frustrating.

 

Too tired...Just got off the phone with Dell...was on the phone for 3 1/2 hours. The brightness sleep issue happends with AMD or Dell and Generic video driver. Still not resolved. I will call again tomorrow.

 

Wishing you luck mate and thanks for posting on the Dell/Alienware thread i started over there....maybe they will actually LOOK at that....but I aint holding my breath....

 

Wow this thread makes me wish I wouldn't have ordered a R3 a couple weeks ago. I'm almost afraid for it to show up.

 

Me neither. I'm going to call everyday until I get a proper fix. Everyone else needs to. I really am in the hot seat at my house because of how much time I've spent over the last 5 months troubleshooting with Dell/Alienware.

I wouldn't worry too much. Besides BSOD they have worked out most of the kinks.

 

Received mine almost a week ago and it's running solid. No QC issues and in excellent condition. I couldn't be happier.

 

I am not 100% sure but I believe that if you attempt to do any repair on the M17X on your own you will void the warranty.
The tech I have spoken with 2 weeks ago went as far as saying that just the simple act of installing another version of windows 7 on my M17x will void the warranty lol?
If Dell is sending you out hardware to replace on your M17X knowing that you are repairing your own laptop with no expertise, I believe they are in breach of warranty regulations.
My guess at this point is probably best not purchasing Dell warranty including in home care and if you ever need repair you ship it back to Dell directly. Then you will know who to blame if the machine comes back in worst conditions then when it left.
This is exactly what happens when big companies like Dell try to cut corners to save a few dollars, especially in the customer care department.
I also empathise with them to a certain extent. The also have to protect themselves from fake/fraudulent warranty claims.
This can easily be solved by Dell by making sure every single machine that leaves the shop is properly checked for physical damage and tested for hardware malfunctions.


PS
Forgive my spelling but english is a second language to me.

 

Well good luck man... I listed my R3 on eBay. Got the minimum bid today at $2500... that should cover a good down payment on a new one I hope. It'll be brand new because I'm not even opening it. I still haven't heard anything back from Dell regarding my issue.

 

I don't think I really want to invest in a M18x considering the way I and others have been treated.

I really like the hardware but the customer service is serious lacking.

 

This is why I've always loved my dinolaptop (HP dv2610us) so much. Cuz there were no mechanical/cosmetic problems at all. Their product quality was great enough that I would never need their warranty/customer service.

 

And that's how it's supposed to be. Customer service shouldn't even be an issue. I don't know what I'm going to do - but I do know that I'm selling my R3 the second it arrives. I don't want it. It's already listed on eBay, lol! And I got my minimum bid... so that's good. Now all I need is for Dell to change their mind about the new system or not give me the upgrades or something. OMG... I'd be looking up their place of business on Google maps and taking a "vaccation", LOL!

 

They're in Texas as far as I know.

 

Really? The main office is? Very interesting. All my family lives there. I will have to check into that. I know that all the techs are out of Cost Rica and the customer support is in India. I've always wanted to visit Costa Rica... can't be hard to find the place... you can drive the whole country in a day, lol! It's like the size of Illinois.

Anyways, as I stated in the other thread... once I hit "post" here, I am going to find out what I need to do to be in touch with the BBB.

 

atleast u guys are lucky to be getting tech support. I live in the middle east and i don't even think there is any sort of customer care over here.

if in the worst case scenario(which i hope to god never happens) i just hope dell warranty extends internationally, if not, I heard that u can transfer your warranty to where u live. Wish me luck guys and Maverick good luck bro!

 

Ugh, good luck my friend. You need to make some friends somewhere where they offer the customer support. Someone you trust to send you PC to only when you need that customer care so they can help you get it taken care of. Obviously, there are no guarantees it will get fixed properly... but for someone in the middle east, you may be happy just as long as your machine is functioning so you may not have to fight like I have had to. I mean no disrespect there either. I just mean that I know times are tough over there right now so maybe brand new replacement parts might not be a priority. Where I'm tcked if they don't give me brand new parts when my system breaks, you may just want your system working, lol!

Also, I think you can at least get the phone support from anywhere. The problem you're going to run into is international charges. That's my guess. Hey, if you need to - you can call me and we'll setup a three way call and I'll call them for you!! That way if the 800 number is blocked there in Dubai, we can bypass it so you can at least get tech support. If they have to mail you parts, you can have them shipped to me and I'll ship them to you if you can cover the charges. The only problem you're going to run into is finding someone to install the parts. I can't imagine many Alienware experts over there, lol! But again... I am here to help and I will seriously do what I can.

Here's to hoping that you don't have any problems at all, but seriously... if you have a single problem and you think I can help, feel free to shoot me an email to my personal account at [email protected]

So do you live in Dubai? Are you from there originaly or are you military stationed there?

 

If for watever reason Mav can't help you, I can assist also. Just let us know. We're here for ya, bud

 

Update: So here I am almost a week later I have been offered 3 very nicely configured R3 replacements. All of the replacements have been canceled one after another. Today I called in to ask why hasn't my replacement shipped, I was told that it was canceld 3 times from 3 different orders because of the review dept. The only option that the manager gave me is a refurb!!

I am soooooooo disspleased!!! My current unit has issues with hardware(motherboard) other than the known software problems since last year that has not been rectified!!!
This is the same thing Mavericke_m15x went through in his thread http://forum.notebookreview.com/ali...omer-care-experience-ever-not-first-time.html

I have been on the phone for over 48 hours over the last 5 months and have had 3 replacements canceled and this is the best they can do!! Lame I will be seeking help from the BBB(Texas) and corporate Dell. This is ridiculous.

 

Why did they cancel them?? Was there a parts shortage? My replacement was cancelled the first time cuz of shortage on nameplates... When I found out that it was cancelled (I found out on my own), the man just reordered a replacement with a stock nameplate.