Johnny Pastway-Dell-1698795821

One of the worst experiences that I have ever experienced in my life!    I bought the Alienware Auroras r12 for my Nephew for his birthday (October 9th).  Immediately, it was clear the PC was a lemon.  First the PC would not boot.  When I turned the power all I got was a black screen.  After 3 hours talking to a Dell technician, he told me that the monitor was incompatible, and instructed me to buy a new monitor.  I didn't do that because I had tried three monitors.  Second call for help at Dell ended with the person informing me that the video card was defective.  So they then sent a technician (a week later) and it turned out that the video card was fine.  However, the video card was not inserted properly, therefore getting no response from the monitor.  The technician reset the video card.  Then he hooked it up to the monitor that I was told a week earlier was not compatible.  They were wrong.  The PC booted up.  Monitor was fine.  However, by this point, the OS would not turn on.  When booted, the repeated response on the screen was an incessant repetition  asking for a user name and a password.  The PC had never been turned on, so the technician deduced that the OS was defective.  He spoke with someone from Dell and then informed me he could do nothing.  That I must call Dell for further help.  The next day (after three encounters that added up to about nine hours), I contacted Dell again.  Attempt number 4.  Under the guidance of Best Buy, the place I purchased the PC, they instructed me to get the Repair Authorization  # from Dell and then bring it into the Best Buy shop that I bought it.  They were happy to fix it.  But on my forth phone call the technician refused to give me the information, and insisted on wasting more hours of my time and life.   Which they did, but this time with disrespect and callousness that verged on harassment and racism.    The goal was to get the PC to boot up but on two occasions the guy implied that I was too dumb and too old, and he was suggesting that, if someone younger was here in my home who was younger or less stupid, that I should ask them for their guidance.  This really offended me.  I explained the depth of my PC knowledge (25 years), and said that I resented the implication that he was stridently throwing it in my face.  After about an hour he stopped helping me.  He stopped responding to my constant request to give me some indication that he was still on the phone.  For about 10 minutes I could hear him, and others, in the background making jokes, racist remarks, belittling my intelligence, my age,  and laughing  so long it felt endless.  At this point I kept pleading with him to confirm that he was still there, and pleaded with him to let me  know if he was going to help or continue to ignore me and belittle me with his friends who were playing loud music and laughing incessantly.  At this point I began to have a panic attack.  Following about 5 minutes of requests for help and acknowledgement, he returned.  I could hear him and his friends tone down their humiliations of me.  When he came back on the phone, he pretended that we had got disconnected, or some sort of improbable phone interference disallowed him from hearing me.  Clearly this was a lie.  And clearly he had no more interest in helping me.  I got more traumatized the more he made it obvious that I was no longer of interest to him.  While he and his friends were making fun of me, my race and my age, I was able to get the PC to boot.  Yet he was clearly intent on getting rid of me.  So when he implied that there was nothing more he could do, I agreed because at this point I was crestfallen, mortified, offended and humiliated.   I had never experienced such disrespect by a person who is supposedly there to help.  I have become depressed and very ill-at- ease.   When I feel a modicum of peace and security, and not ridiculed, I will expound on my experience on Reddit where I have been a mainstay for 23 years.   At this point, the notion of talking to another Dell 'helper' is out of the question.  This trauma will be lasting.  I need to recover.  In essence, rather than being helpful, Dell staff abused me, traumatized me, belittled me, demeaned me and degraded me.  I will never forget this.  Meanwhile I have a three thousand dollar computer that is basically a paper-weight.  I will not forget these indignities and malfeasance.  What has helped me is discussing my experience with fellow reddit comrades.  Unsurprisingly, others have had similar experiences with Dell.  I plan to pursue this abhorrent treatment further.  The man I last talked to should be ashamed of himself for how he treated me.  Almost with malice, as he continued to either pretend he couldn't hear me or was guilelessly ignoring me (which was plainly evident!).  At any rate, the group he was talking to and the loud music they were playing probably did not help his hearing of me.  But I heard them, and it was shameful.  After about 10 minutes it was clear that he and his friends, with the loud music and banter, were enjoying their disrespect.  Shame on them.  Clearly, I will never be an advocate for Dell in future (like I was in the 90's).  In fact the opposite will be true. To top it all off, my poor nephew never received a gift that I wanted so much to give him.    So to summarize the service I received in two words:  pitiful and offensive.  I could add many more words, but my energy has been sapped and defeated.  I need to recover before I can truly respond.!  The only decent thing that would aid me is if you give me the Repair Authorization # so I can take it into Best Buy.  It is the very least you could do! Sincerely, Mr. John Pastway 73 Church St, #105 Kitchener, ON N2G 2S1 SERVICE TAG 3R7CWM3 8175293211