Beyond Angry with this Company

I have no idea where to go from here.  I'm at my wits' end with Dell.

I have an XPS 13 laptop and have problems with the wifi dropping and also not coming out of sleep mode.  I wish I had researched this laptop before buying because after Google'ing the problem, it seems like the wifi issue is common with this model.

I procrastinated but finally called tech support right before my warranty was about to expire.  The first rep I talked to was Arvie.  I don't know if it was a language barrier or he wasn't really listening to me, but he was just awful.  He asked me three times what problems I was having.  He asked if he could connect to my PC and do some software installs, which would take about 45 minutes.  I agreed and he started the installs.  He had control of my laptop.  After 2 hours he said it was taking too long and that he would call me back the next day.  I told him no, I needed to use my laptop that day.  (I felt like he should have told me this was a possibility beforehand.  I need my laptop for both work and school.) He kept repeating that he would call me tomorrow.  After being on the phone for 2 hours and him not paying attention to what I was saying, I was pretty frustrated being left in limbo like that and asked him to have a supervisor call me.

After we hung up, I closed the Dell window for his remote connection, and there was a dialog box asking to hit OK to confirm the software install!  We had waited this whole time and all he needed to do was click OK!!  I clicked OK and the install took about 30 seconds.  It didn't fix the sleep problem.

A supervisor named Lorie called me.  She ran through some things but it didn't fix the problems. 

Next, instead of calling I chatted with tech support and talked to a rep named Marie_Estremos.  She actually seemed like she knew what she was doing and she went through several things trying to fix it.  She said she had tried everything she knew of and I needed to do a clean install of windows.   Both Marie and Lorie told me that even though the warranty was about to expire, that I would be covered for these problems because I had initially contacted them before it was up..

The next day, I got a call from Arvie.  He asked me if the install had ever finished.  I told him yes and about the dialog box.  He asked me if I was still having the same problem and I said yes.  He replied, "Great, I will close your ticket."  What?!  I repeated to him that I was still having the same problem.  He said great again and that he was glad the issue was resolved.  I felt like someone was playing a joke on me.  I repeated very slowly that my computer wasn't fixed.  He put me on hold and then came back and said they were going to send me a box with return labels for me to send my laptop in for repair.

Later that day, I got an email from Arvie:

This is Arvie from Dell Hardware Warranty Support.

I am reviewing some of the cases and came across with your service request.
I just want to confirm that your issue was already resolved and everything seems to be working fine now.
Should you have any further queries, please do not hesitate to contact me.

Thank you for choosing Dell support.
Arvie_1204806
Dell | Technical Support Specialist
If your issue is not resolved to your satisfaction, please simply reply to this email. 

 

So at this point I'm upset and don't understand how this rep is so bad.  This was my reply:

What are you talking about? My issue has not been resolved! You just called me and told me you were going to be sending me an Express package to send in the laptop! How could it be resolved now?

 

I did not get a response to my email, but I did get the FedEx package.  However, all that came was a box with some bubble wrap.  There is no return label.  So I don't know if there was supposed to be one, or I'm supposed to print one off, or what.

So tonight I tried to chat with Customer Care to find out, because I can't go through another call with someone like Arvie.  I told the rep I was writing about my return box and he told me my laptop was out of warranty.  I said I know but I'm asking about the return box, and he said he couldn't help me and disconnected the chat.  I understand that probably happened because it's showing my warranty expired on his end, but he can't just actually look at my question and see that what I'm asking about is still covered??

I'm almost in tears.  This has probably been the worst customer service experience of my life.  I'm only posting this in the vain hope that someone from Dell will read it and see what their customers deal with.  I work and go to school, I don't have time to deal with this kind of incompetence.