Technically Dell does allow users to send their system in without their OS drive installed for data privacy/security reasons and then Dell can temporarily install a drive and put a factory image on it if needed to conduct repairs/testing, so it's not impossible for them to have received a laptop without an OS drive. However, if that's how they received it, that gets noted on the support case. If they're actually claiming that's what the case notes say about how they received your system but you did not actually remove the SSD, I'm not sure what to tell you. Sorry to hear about this. Hopefully a Dell rep responds to this quickly and can assist.
@jphughan My issue isn’t about my missing data. I knew that my data would be at risk when sending my laptop for service.
But, I don’t understand why they took my SSD and claimed that I have never sent the SSD in my laptop?
I’ve been for over 90 mins on call with a tech representative, and they claim that they can’t do anything except open up another investigation.
Now, I don’t know how to escalate this. I’m just posting this here so that if there’s someone with a similar experience, will help me out.’