Dell was very kind and, after the second delay, actually air-mailed my replacement computer Next-Day and, assuming I ever get another replacement system, they've said they'll do the same for that.
Also, an update:
In what's pretty much a terrible sign, I've got two Dell Supervisors and at least a couple of CIO's who are all asking for updates on this case because they've never heard of a long sequence like this ever happening. (Please note that I'm not looking to issue any under-handed threats or anything like that; I'm just noting that this is how bad the entire situation has gotten.)
Thanks very much in advance!
First let me start off by saying that I've been a loyal Dell customer for well over a decade. In fact, I've never owned a non-Dell computer and all of the issues I've previously had have been handled quickly and efficiently.
Then, a year and a piece ago, (late Feb/0
I purchased a decked-out Dell XPS M2010 with Windows Vista. The first four months were better than expected, (It did wonderfully, and is still considered the best computer I've ever owned.) Then it started acting up.
Eventually it would have the keyboard, bluetooth chip, and (if I remember right) the video card replaced, but it never fully recovered from that. By October of 2008 it had completely bricked and so the motherboard, LCD screen, and video cables were swapped out - only it still didn't work, so Dell had it sent off to the Tech Depot.
There they replaced the bluetooth chip, (again) the entire back case assembly, screen, (again) video card, (again) and processor before sending it back working, (but filthy and damaged on the case) in early November.
It lasted until January of 2009, (not counting three or four more Bluetooth chips) when I walked into my office to find it dead. Once again it was shipped back to the Dell Tech Depot and once again the Video Card was replaced.
When I got it back (in early February) this time the Bluetooth didn't work however. Three months, two or three more bluetooth chips, and days on the phone later Dell figured out that these particular drivers were not compatible with Vista SP1/SP2, declared the computer dead, and, on May 2nd 2009, got my and the supervisor's approval to go ahead and replace the system - which was to take 2 to 3 weeks. (With the latter being "very unlikely" according to all three techs I spoke with.)
The first problem encountered was that since Dell no longer had a 20" laptop I would be downgraded to an XPS M1730. However, just needing a computer to conduct business and everything else that was portable - and after noting that the M1730 was well-liked and reliable - I acquiesed.
The problems with replacement started almost immediately however, as Dell's replacement reviewers put a hold on the entire order for just over two weeks - without informing me.
That restarted the clock on the entire process of course, meaning that the computer I was supposed to get absolutely no later than the 23rd of May actually would now be delivered no EARLIER than May 28th.
Even that would have been partially acceptable, except that - again without informing me - the entire order was placed on hold two weeks in once again, this time due to a lack of screens for the M1730 being available. (Note: I was forced to call, ask, and wait 48 hours for a reply before finding that out.)
In the meantime the order was altered four more times and, to make a very long story short, the new M1730 computer only arrived on July 16th. (Nearly two full months after it was supposed to.)
I should note that somewhere in the process as well, Dell had lost track of an upgrade order to the original M2010 as well as a specific note from me that I should be sent a black M1730 (so that I could still utilise it for business purposes without being teased to death.) which meant that they sent me an under-powered/non-equivalent red one.
A few quick phone calls and the replacement parts (including new memory) were here the next day however, and I resigned myself to living with the harrassment of my colleagues in order to actually have a fully-operational computer for the first time since February.
The only problem was that the new M1730 was slow. So slow it couldn't play a DVD, (and doubling the memory only made it worse.)
So, after a couple of days of reinstalling Vista and everything else, Dell replaced the Harddrive. That only exacerbated the problem so, after I explained out what all had already occured, Dell replaced the Motherboard, Video Card, and Heat Sinks. Upon turning the computer on it promptly stopped working entirely and still couldn't play a DVD in SafeMode.
Now Dell is replacing the replacement system with - they say - another M1730, however no one can tell me for sure I'll be able to receive it within the next month even, as the entire product line is more or less dead. Dell refuses to simply up me to an Alienware M17x or to give me a full refund, (for obvious and genuinely understandable reasons) or even to extend my warranty for the two months that I've asked, or in any way compensate me for the hours upon hours and months of time I've had to spend without a working computer due to their supply chain and paperwork problems. (The two-month estimate comes only from the period of time they unfairly delayed the inital replacement plus the time they delayed the shipment due to supply chain problems they should have forseen.)
I'm just getting very frustrated with the entire process as now I've been without a portable laptop since February and a working computer at all since May with no end in sight, and on top of everything else, Dell is still draining my warranty.
From other users and people I'm already hearing talk of more delays from the M1730, or that my 2nd Replacement may be cancelled as that and shifted to an XPS Studio 17, which is unacceptable for what I need the computer to do, or take a further two to three months before finally being bumped over to Alienware.
Hopefully someone here can do something to help make this situation better, if not expedite the 2nd Replacement.
My Customer Number for the M1730 is 91247337, however, (through a different problem) I'm not certain that the original system is represented there and I know that the upgrade to the original is not.

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