Problem with getting support

Question

Hello, My laptop screen got an issue in the middle of february, and I texted support team 28 of february. They concluded that 'LCD needs to be replaced' and created collect and return task. In a week this task was cancelled due to technical issue and another one created after I texted support team. Then I was told that they were unable to provide me this service as far as I am in Tbilisi, Georgia and offered me onsite repair. Three weeks after (went through terrible experience with support team) they told me that they couldn't provide this service too and offered me to call two service centers in Tbilisi, whom I had already talked to before texting support. The service companies serve only enterprise customers and one of them can only fix my laptop upon dell's request. One more week has passed and they still ask me to rest assured, they are prioritizing the case. And I've tried to keep it short and calm. I am curious if this is a normal behaviour of dells support team and can there be any chance they fix it anywhere in my lifetime? Thanks in advance

DELL-Cares · Answer

We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.

CTG_8273 · Answer

You need to clarify that Tbilisi, Georgia is the Country of Georgia in Europe.

Gega · Answer

Service request number:

I've texted you but got a reply (might be automated) that warranty is expired, but I've texted your support team more then three weeks before expiration. Please check the case.

I was asked to wait again for 24 hours few minutes before.

And as CTG_8273 advised, just for clarification Tbilisi, Georgia is in Europe, not in US.

Customer Care

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