Dell really doesn't respond or honor warranty replacement

It's been a long time since I have posted on here. I have over 1000 posts, mostly trying to help people out and I have often Championed the Alienware, then Dellienware Brand. Sure I have had my issues but they mostly were worked out. I have sat through probably over 100 hours of wasteless but needed technical support before I could get my systems worked on and I could live with that.

For my most current purchase (I believe it's in my sig) I decided to go with the 3 year warranty. I have had to have my screen replaced twice, sound issues, heat sink replacement and had my system shipped to Dell twice with maybe 3 support tickets to my house.

My last encounter, my rep PROMISED me (verbally) that he spoke to the replacement team and if I had ONE more issue, they would replace my system as it has had sufficient problems this year. Well I received my new screen, it was installed and there are dead pixels and significant screen bleeding. Add to that a new problem with a sound card jack not working and my temps are again creeping back up into the 90s on my CPU. I figure I am in good hands. My rep promised me "I will closely monitor your case until the end so that you are satisfied." His words.

I didn't hear from him for two weeks so I decided to email him and I got an immediate reply. He stated he was out of town for the past two weeks and that I will need to "call during normal business hours, get a new rep and start a new support ticket." That's odd eh? So I thought, ENOUGH IS ENOUGH. I work in a hospital, I am busier than I have ever been and I am finally counting on Dell to deliver. I emailed Federico. I gave my case, my reference numbers and everything and asked him to please intervene. No answer. I wait another week, no answer.

Sure I understand he can't be accountable for every problem. However sometimes support is actually messing up and is NOT delivering on their customer service promises in which this case CLEARLY did. I have a legit CS problem and numerous unresolved computer issues that have been promised a replacement. I was on the fence even posting this but why should I sit and be quiet and continue to contend with this nonsense and not post this to my Brothers on this forum.

I have had 2 Dell XPS models, An Alienware desktop ALX back from 2004, an Alienware m15x, Alienware M17x (pure sex machine), two Alienware 18x R1s and now this Alienware 18. I do believe I should get my replacement as a loyal customer who has purchased and championed the brand, who has been patient with their numerous changes and simplification to their Process that has become mainstream and less enthusiast based, who has unresolved computer issues, and has been PROMISED a replacement.

My guess, they are trying to get to the New Year where they won't count my problems as they have a formula of how many problems one has per year that factors into their replacement formula. This is crap and I am really disappointed in the CS of Alienware and Federico for blowing me off. At least turf it to another less busy but high level resolution expert or direct me to the exchange team. Come on....

 

edit: To be fair to them, my title should read (mods feel free to fix) "Dell is not honoring my system replacement." As I can't contest for all owners as that title is misleading. My mistake.

 

Whoops...nothing to see here yet.

Cheers!

BDH