I own a company, and purchased a Dell XPS 15 (i7) on April 3, 2016.

The hard drive failed in late August 2016, and I was instructed to send the laptop to the Dell Depot.  Long story short, they lost my laptop - and sent me a refurbished machine.  In hindsight, I should have demanded a refund instead of allowing me to send me a refurbished machine since it was their error.

3 months later, the Dell lap top stops working again - and I send to Dell Depot again.   This time they say the motherboard, the RAM and the SSD are defective but that it was due to a spill and it would cost $469.  I tried repeatedly to contact them by phone - finally agreed to just pay for the $469 repair because they held my lap top "hostage".   But, they did not have the parts to repair this brand new computer and told me that I should check back in a month.

So, they shipped my laptop back and my laptop is sitting in a box now that they returned it - and I am trying to figure out my options.

Yesterday, I tried to call Dell support and escalate to a manager.  I was repeatedly lied to in regards to a manager would call me back.  When I asked for Dell ID numbers for the people I was talking to, they refused to provide me their Identification code.

When I called a local repair shop, they starting laughing about Dell and advised me to just start over - and buy a new lap top from a different company.

When I look online I see reviews of 0 star and 1 star for Dell repairs.

I am now posting to this board to figure out what my options are.  I have a $2000 lap top that is less than 1 year old - and it is literally sitting in a box.

Is there anyone I can escalate this to?

If so, how - and in what manner can I contact them.