Why doesn't Dell want to keep a long-time customer?

I'm a long-time Dell customer. Even when friends tell me Dell's are horrible, I tell them I love them because of their customer service...until now. I bought an XPS M1330 when they first came out. About 6 months later, the LCD screen had to be replaced because there were vertical lines running all over the screen. It took Dell over a month to replace my part since they had the wrong phone number for me and sent the part back the first time.

Less than 6 months later - same issue. This time my computer's no longer under warrenty, but I assume they will stand behind their product. I reach out to the customer service person who helped me the first time, who tell me they won't.

My issue is escalated, but the new customer service person (Andrew, UI. 0144130) tells me this is not a known issue and they can't help me unless I pay to have it replaced out of warranty. I plead my case that this can't be isolated to my computer, that this is my 3rd Dell and I stand behind them and question why the company doesn't stand behind them, too!

My computer goes unused for months...I am too angry to even turn it on. Until now...and I see online hundreds of complaints on the graphics and motherboard of the M1330. I even hear that there is now an extended warranty because this is a known issue. I wish someone would have let me know. Maybe a mailing to all owners of the M1330, or even an email to people they know contacted them with complaints before?

I'm even more angry now. I'm moving into a new home where I'm going to we're going to have streaming Netflix so I need my computer. I'm at the decision point to fix this Dell (hopefully under warranty) or buy a new computer.

I would think that Dell would be willing to spend a few bucks on fixing my computer to keep a loyal customer. Isn't that what businesses do? If they're not willing to spend a few bucks on me, why have I been so willing to spend a few bucks on them all these years??