I have been contacting Dell Technical Support regarding my computer since September of 2013. However, after numerous failed service attempts (wrong parts, missing parts, not having proper tools), the representative decided to send me a new computer, since she said I had no other option. After waiting for over a month for the system, (due to a shortage she said), I was completely unsatisfied with the lower level system she sent and kept emailing her to resolve the issue. She immediately stopped responding to my calls and emails and no matter who I email (her manager as well), no one is responding. Recently, she emailed me back and said I was out of warranty (However, about 6 months of my warranty have been wasted. I can send you a list of 60 emails that have been exchanged and numerous phone calls totaling at least 30 hours). I would like to speak to someone who I can relay this immense complaint too. This is completely unacceptable. This is a complete rejection of my warranty terms: despite spending over $1000 on this system with warranty extensions, I am not getting anything in return: I am not buying Dell. Please suggest my next steps and who I can talk to. It just seems ridiculous that recently, every time I buy from Dell (which is far too often if you look at the purchase history), I am faced with this type of unacceptable issue.
Thank you for posting your comments and bringing your concerns to our attention. Dell strives to provide an enjoyable purchase experience to all our valued customers.
Please look for an email from me and provide the following information so I may access your account records.
Service Tag #:
Country of purchase:
Current country location:
Reason for contact:
Thank you for your reply and for providing the requested information. I sincerely regret any frustration or inconvenience you may have been caused while trying to resolve your technical issues with Dell.
I was able to access your account records with the information you provided. According to case notes, you received an exchange system, 1-06-14. Even if you are not satisfied with the exchange system, it is necessary for you to return one of the systems, either the original system, XPS L502X, or the exchange. Until you have completed the return we will not be able to assist you further.
If you need a return shipping label, I am happy to send one to your email address. Please let me know which system you prefer to return. I cannot arrange for another repair or an exchange, as those are provided through our Tech Support department. You will then need to contact tech support to request the repair of the system, or perhaps another exchange.
I trust this information is helpful. Please let me know how you would like to proceed.
I haven't heard any updates in a while and want to solve this problem Asap. Are you still able to help me since I haven't heard anything? Let me know as soon as you can so I can figure out what to do now.
Just send Lorna another private message. Click her hyperlinked name.
Sorry for the delay in responding to your concerns here on the forum, however, I have responded to your email. Please continue to work with the Escalation Team. As previously stated, their authority supersedes that of our department.
Thanks for your patience,