Seriously Im going to take a step further even after they "resolve" my issue.
For those interested. The start of my story: http://www.notebookforums.com/post2499299.html
Pdonket, the next day after my post I called them up and asked if my laptop had been sent yet. The SRS guy said it was locked into the order status due to this "fraud" status on the previous laptop. he gave me a number to call to resolve the issue and it got me no where.
So the SRS guy conferenced with me and the number he gave me to talk to some other resolution specialist department. They threw me through the same hoops and the bottom line was the laptop i owned was under fraud status from the original buyer.
This made no sense. The guy who bought it off him had the tags and the laptop checked for discrepancies, and was given the all clear on his warranty. He even called them after transferring the warranty to make sure everything was cool. Then later he was even serviced via the warranty.
Then I bought it and did the same thing, check the tags and warranty for discrepancies, called them up to be sure. My exact words: "Is there anything stopping me from using the warranty if need be?" I was assured that everything was perfectly clear and that the warranty was cool.
All this showed on the phone logs, the SRS guy helping me right now even said that. They basically closed the conversation, saying there was nothing we could do. the SRS guy, sympathetic to my case (being told one thing then another, and basically having my laptop disappear on their radar all together when shipped) said "let me talk to some people and call you back." For the first time ever I had a Dell rep call me back, the SRS guy again. He said my laptop is being manufactured and the estimated arrival date is the 13th. I asked when I could get a Airbill number to track the shipping and he told me by Monday/Tuesday. So now I wait and hope.... again.
If and when I get my laptop back or a replacement Im going to look into steps into reacting to my whole ordeal. For one, I think Im going to lose my warranty even though both myself and the owner of the laptop before me were told the laptop checked out all clear. Im going to see what I can do about that.
Around the time I got this laptop I also bought enough prepaid minutes to take care of my cellphone until the end of january based on my cell phone talk habits. I bought them in October, and burned through most of them in the 2-3 initial calls with dell. During these calls, not only was I on hold for insane amounts of time, I was hung up on. I went over to my mothers home to use her home phone and Ive probably clocked in a good 25-30hrs of phone usage trying to get this resolved. All dealing with no communication between departments on Dell's side, so conflicting information everywhere, being hung up 2-3 times overall.
Honestly I want compensation for this ordeal. Ill pursue compensation, in at least the form of a replacement warranty which I think I will be losing. Even if my efforts are in vain for my side, I WILL be making sure they know there customer service needs fixed immediately.
My question is this. Has anyone gotten anywhere with these people before when it comes to customer service problems? So far I have 0 faith until I see a laptop in my hands but my opinion will not change until that happens. Whats sad is the XPS Premium support staff is awesome, I mean, completely understanding, WANTING to help you out, getting stuff done, WHEN they say they will do it. The SRS guy that has ben helping me has also been VERY helpful. But when it comes to any other department, more importantly, their customer care department, they are 100% useless and frustrating to no end.