The beguining of the nightmare

I decided to create this blog to keep a record of my nightmare and frustration dealing with DELL's Customer and Technical support. While searching on internet I can see I am not alone.
This will be a story of Customer support gone wrong and how not to treat the people who buy your computers.

15th of January 2013. This is the day the nightmare began. A day that I shall regret forever that I bought a DELL computer.
Trying to replace my 9 years old aging desktop computer I set my sight of getting a top of the line AllInOne desktop that would last for at least 5 years. I wanted the biggest possible screen and it had to be a touchscreen. That means 27 inches. Surprisingly there weren't many options available. DELL XPS 2710 and Lenovo A720 (how I regret I didn't go with Lenovo). I read many reviews online from serious websites and from users. In the end I went with the DELL for two reasons. The screen had a higher resolution and their Intel i7 Core processor was not a "laptop" version.
So I am ready to spend my hard earned cash... $2.188 for what it is one of the most expensive out there.

The computer arrived on the 28th of January. And here things start going wrong before even opening the box. 3 of 4 plastic latches missing. Damaged box. Tape cut.... After opening the box the manual/instructions are bent. It doesn't fell like I am receiving a new unit. More like a return from some other customer but that makes it a Refurbished item.
Here are some pictures of the status of the box:

 

 

So I called DELL and told them I don't feel I have received a brand new computer. The agent says it could have happened at US customs as these machines are made in China (obviously) and the custom agents were rough with it. He prepares a replacement. At least I don't have to ship this unit back to them till the replacement arrive. So I turned it on to see how good it was.... First thing I notice are some spots on the screen that looks like dead pixels. At the time I checked Dell's policy on dead pixels and for this XPS model was no dead pixels allowed... But wait! On further inspection.. they are not dead pixels. This dots are between the LCD panel and the Touchscreen panel. It looks like dirt or dust trapped inside the screen. Nothing to worry as it is being replaced.. right?

NOTE: I learned later this was a mistake on my side. Don't ever accept a replacement if you can still return it. You better ask for a refund and order a new one. Why? Dell policy says they only offer a refund under the first 21 or 30 days (depends). And guess what? These start counting from the invoice day not from the day it was delivered! The same goes for the year warranty (and if you get a replacement the warranty still starts from the day you ordered the first unit. Even if the machine comes damaged from factory!!). As can be calculated my invoice date was 15th of January and the computer was not delivered till the 28th. So there goes 13 days already gone...