Dell Advanced Resolution Group hung up on me?

Question

Some background- Am I stuck with this laptop?

The laptop invoiced December 19 2017 has been problematic since the onset. (I received the device December 20)

My first communication with dell regarding the issue was via chat session, January 15, I have the email proof. But due semantics, order date (Invoiced 27 November 2017) vs delivery date, Dell refused to returned the laptop within the 30 day policy.

This morning Allen C from Dell's Advanced Resolution Group called me to help resolve the latest issue and was not informed of the case. Not the service I expect in case of a NEW hardware issues.

Since the delivery of this device, I've had orange screens, blue screens, motherboard replaced twice, SSD drive replaced once and latest hardware issue, bottom of the screen flickering.

I've request store credit, my warranty will expire December and they want my computer sent to the service depot and this is my work computer?

This laptop does not work as it should and Dell is no longer the quality I once trusted

HectorSmalls · Answer

I’ve had similar issues with my computer and had multiple components replaced (some done by myself, some by Dell technicians, and some at the Dell repair depo. None of these replacements fixed the computer’s problems. It appears we both bought defective computers from Dell and even though under warranty these defects should be fixed, Dell will not fix them. I’ve also spoke to Allen at the 'Advanced Resolution Department' and he did not seem to care that Dell wasn’t fixing the problem and instead just told me if the problem ever arises again just call us and send it in and we’ll fix it. If only they would fix the problem I would get off their back but time after time again the problem comes back. This type of resolution is not at all satisfactory for any customer with warranty. And to have someone like Allen, whose job is to resolve problems, say they can only keep doing what they’ve already done is actually crazy. Expecting different results doing the same thing doesn’t make sense to me and shouldn’t be Dell’s warranty policy.

Lormel · Answer

The same happened to me. Not only the laptop never functioned as advertised upon purchase and it is still not doing so but they hung up on me - including . The health of the battery was damaged from the factory (BIOS reported a health life lower than 30%) and, as previously reported to DELL, other issues appeared after few weeks of use like intense peaks of heat and muscle cramps after few hours of use. Due to my business travelling schedule, I wasn't able to return the laptop within the first month but I trusted DELL to find a feasible solution. I tried to move the warranty to the country in which I was working but I was not allowed to make that change. Once back in the US, I followed DELL's instructions and I sent the laptop to DELL's technical service. Although one issue was resolved (the battery life seems to be working for the moment), not only do other problems remain (the USB-C is still failing) but new problems have appeared (audio jack is not working and the laptop was damaged). My trust in DELL has now diminished exorbitantly. It is indeed understandable that one laptop might be faulty from the factory, but the response from DELL has been negligent so far. I have invested both time and money in this process in the hopes of receiving a laptop that functions as advertised. Please, let me know if you found a way out.

Chopsy · Answer

Calling Dell customer care is big pain in the and waste of time. I had similar issue where the replacement laptop was posted to wrong address and they asking me to wait till they trace that laptop and they are not willing to ship another laptop. Even if i write a mail to Dell CEO the mail goes to the same advanced problem resolution team and the same person called me back on behalf of CEO office. what a joke

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Dell Advanced Resolution Group hung up on me?

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