Complaint Review: Dell inc

i received my XPS 12 January 2013 and in August  the laptop, slowed down, touch screen froze and the flip screen would turn wildly.  In fact I place my 5 year old mac in a side to side test (logging into my email)  the old mac blew XPS 12 away.  My first call to tech support I was on the phone for 1.5 hours and the tech said he had fixed my issues.  After 20 minutes of using my laptop all the issues reappeared.  Called tech support back and again 1.5 hours later I am told that my laptop is fixed.  Again after using the laptop 10-20 minutes back to problems.  After a couple of days (when I had a couple of hours to waste) i called tech support back, after a hour the tech finally said we need to restore your system and that i would receive a jump drive and I was to call back.  Two days later I received jump drive, after 2 more days when I had another 2 hours I called tech support back.  My system was restored and after using it for 20 minutes all the old problems were back.  2.0 hours

At this point I started keeping detailed records.

December 8.. Called tech support again and once again told the story above.  Spoke with 'Katherine" I explained that I was tired of dealing with these issues and tired of explaining the whole story.  I asked to speak to her Manager I was transferred to "Steve" so I explained the story again.  "steve" said there was nothing he could do and that "katherine" was the best tech support he had, so after a few minutes I agreed to give it try.  I was transferred back to "Katherine" the best tech support and after 1.5 hours I was told it was repaired.  So used the laptop for 20 minutes and guess what, yep, same problems happened.  2.5 hours

I called back immediately and spoke to Kersawnal I again explained everything and he told me I had the wrong department and  was transferred to another tech rep, Yogi, informed me I still had the wrong department.  I was transferred yet and this time I got "Steve" he answered and then immediately put me on hold, at least this time I did not have to tell my story AGAIN and hear a rep say I understand your frustration, because after holding 40 minutes and no one coming to the phone I hung up.  Total time 1.5 hours.

I immediately called back again and spoke with Gunjan after explaining my problems once again, he said he would transfer me to the best tech support, Rahul.  Rahul worked on my laptop for 1.5 hours.  Well get off the phone use the laptop for 10 minutes and the old problems come back....again. 1.5 hours

Dec 16  sent email to US_ACS_HSB_Outstanding_Issues@dell.comUS_ACS_HSB_Outstanding_Issues@dell.com and I have not heard anything back  1.0 hour researching where to send email to and writing.

Dec 16 Yes , I called tech support again after being hold  and telling the story again the tech rep said he needed to transfer me back to Rahul.  I asked Rahul for some kind of compensation for this laptop obviously has major issues.  He mentioned restoring my system yet again, I explained that had been done.  Rahul then said I will send someone out to change mother board and I explained to him that was not acceptable and I wanted to speak to his manager, Rangar  Again I heard the story line that he understood and he felt my frustration, by this time I really was tired of hearing that.  He there was nothing he could do.  Transfer back to Rahul who said he was going to send a rep out.  After all this I just want a replacement, store credit , or refund.  This is a very expensive ($1600) laptop.  We ended on that.  1.0 hours

Dec. 17 Received a call from Lucas Hautvas at 9:00a.m. I was teaching a class so he left a message saying that he would be at my house in 30-45 minutes.  Even if I did want him to come to the house, he has the nerve to call me and say he will be there in less than a hour, with no other warning that he was coming.

Dec. 17 called again asking for customer service talked with DEEP and yet again I had to go through the whole story.  HE told me wrong department and he would transfer me to sales resolution, waited on the phone 45 minutes and had to go to class.
Called again after class and got "Richard: and again explained everything after 45 minutes on hold got to Pamela who said I had the wrong department an that I needed to talk with Senior Support and she gave me a phone number to call. 1.5hours

Dec. 18 called again explained everything again to J.D. told the whole story again and JD said I needed to be transferred to returns he transferred me waited over 45 minutes and Abhina she told me that I got ahold of wrong department and she would transfer me.  Waited another 45 minutes and had to hang up because of a class coming in. 1.5 hour   Called back again after class Pavan answered the phone and told the whole story over again and Pavan said he would have to transfer me.  30 minutes on hold and Sepika answered I explained everything again and transferred me to returns after holding for 30 minutes i had to hang up to teach a class.  2.0 hours

Called back again and was transferred to returns, after 1 hour of hold time I spoke with "Norma" told her the story and she rudely said there was nothing she could do but transfer me to tech support.  At this point I became angry, and asked for her manager and got "Jerry" and he also didn't want to help and said there was no one else I could talk to and that was that.  I asked him his real name and he told me Gerardo #235714. 1.5 hours

At this point I don't even want the xps from reading on the internet I am not the only one with these problems.  All I am asking is that Dell either give me store credit or a refund.  I have spent over 14 hours working on this and spoke 20 dell employees and I am at square 1.  Why is it so hard to get to a customer service rep here in the US.  I am not prejudice by any means, but Dell's customer service is seriously lacking.  My proposal is a refund or a store credit.    HELP HELP HELP