I was setting up my brand new Alienware 17 when it froze up. I was eventually able to get to the boot diagnostic tool and it said Error Code 0142 (Hard Drive Failure). I contacted customer service and was offered a refurbished replacement drive. I was not happy, the thing was brand new, why should I accept used parts? Customer service eventually transferred me to someone else, and I went thru the story once again. This time the rep talked to his supervisor who said they could replace the laptop. I agreed that was the best alternative. The rep gave me a reference number that was apparently for the replacement order. Didn't think about it at that time, but subsequently found out that there is simply no way to check out what that replacement order number refers to, nor what the status is. Indeed, there is no record of any service request on dell.com. All this occurred 4 days ago and I have not yet received any communications from Dell regarding the replacement. I have sent two inquires to Customer Service and no response. I have attempted to post service requests on line, again no response. I have to admit this is really feeling like <deleted> poor service right now. I have no way of knowing if anyone at Dell is actually doing anything with regards to my frozen laptop. Quite obviously my only recourse is to cancel the credit card payment. The credit card company said I have to document at least 4 attempts to resolve the problem and provide Dell with 48 hours to respond. So here we are tick, toc, tic, toc, the ball in in your court.
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