I just sent this email to Erin Nelson, the Chief Marketing Officer of Dell Computers. Keeping my fingers crossed that this will be resolved soon.

Dear Ms. Nelson:

Can you *please* help me? I am incredibly frustrated. In approximately two years of Dell ownership, I have endured: an LCD replacement, a FULL computer replacement, THREE motherboard replacements, and several instances of failed technical service.

I am nearly sure I just want to throw this Dell laptop off my balcony. Except that I have a great deal of data on the Dell which needs a new motherboard in order to retrieve this data.

I am writing to I request that Dell replace this machine with another machine. Seeing as I paid nearly $2,000 just two years ago and two Dell Latitudes have since failed on me, I think Dell can at the very least replace this with a new net book or a desktop.

Below you will find the timeline of my experience, as well as the last email thread I exchanged with Mark Jarvis before his departure. The service tag and other assorted identification numbers may be found at the end of the time line.

I can be reached at [phone number]. Thank you in advance for your assistance.



TIME LINE OF EVENTS

July 2007: Purchase brand new Latitude from Dell

Less than one year later, I begin to have problems with it...

May 25, 2008: My laptop screen starts going white with occasional strips of color. I call Dell and they say it is probably a video card issue and they dispatch a tech to replace the motherboard.

May 28, 2008: The tech replaces the motherboard but says that didn't fix the problem. They order a new LCD screen.

June 3, 2008: Another tech replaces the LCD screen and discovers that the 5/28 tech did not connect the mouse pad when he replaced the motherboard. This tech says that the LCD screen isn't the problem and that need to dispatch a separate tech to replace the motherboard. Again.

I request that they take care of this once and for all instead of doing it piece meal. I insist that they replace the computer, seeing as I paid nearly $2K for it less than one year ago. They say getting a replacement would take 30 days and would likely be a refurb. They recommend sending it into the Dell tech depot, which I do.

June 11, 2008: I finally get the laptop back and discover that the depot did not reattach the battery correctly and therefore bent one of the leads that connects the battery to the laptop. I call Dell tech support. Again. They offer to exchange for a refurbished Latitude. This is not acceptable for me, so I email Mark Jarvis.

June 15, 2008: I have brand new replacement laptop, thanks to Mark Jarvis.

One year later, I begin to have problems with my 2nd new Dell laptop.

July 2009: I begin to have problems with the screen. The computer is not properly stating up. I call tech support and they walk me through a number of diagnoses, and determine that the motherboard needs to be replaced.

The Dell technician they dispatch is unwilling to come to my house at any time other than business hours. Except that I work full time, like many other Dell customers. How am I supposed to be at home when I need to work in order to buy products like Dell computers? The technician says there's nothing he can do, I must call Dell and discuss with them directly.

Service Tag: -------
Dispatch number: ---------
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