Dell/Alienware Support Nightmare

I'm fuming right now - I'm absolutely livid.

A few weeks ago my DvD drive failed and had to be replaced. When the tech came all seemed well and he left having replaced the unit and it worked fine.

Then I noticed the touch-pad where the power button is was slightly raised in the middle. Image can be seen here:

ImageShack® - Online Photo and Video Hosting

It's difficult to see, but if you look at the F-Keys and use them as a reference for the straight edge, you can see how the touch panel bows up in the middle, and back down again on the far side.

The upshot of this is that the screen has touched the plastic several times as the lid has been closed and caused very tiny scratches as can be seen in this image:

ImageShack® - Online Photo and Video Hosting

Alienware support asked me to send in images, and so I sent these with an explanation. They say that yes, they will replace the touch panel, but no they won't replace the screen cover, even though they see the scratches in the photo. They refuse to say why and I spent half an hour on the phone arguing about it, each time with the person on the phone going to get a 'decision' for 5 minutes from someone I am not allowed to talk to.

This happened last week, and then this week when I sent in better images, so I'm just not confident that if I take a further half hour out of my working day to call about the issue again it will be resolved.

As far as I'm concerned this is plain and simple, as a result of the tech replacing one piece of hardware, cosmetic damage has occurred.

I have stopped supplying Dell hardware to my customers for the time being and will only resume when the issue is resolved.

 

I would keep calling back and speaking to different people until it gets replaced. It was damaged because of their neglect.