Repair

Question

On Sept 12, 2020 I called Dell support because my laptop encountered a problem after updating system as suggested on Windows while shutting down system. I was asked to pay $99.00 for support assist which I did. I was then told that I needed to get a recovery  media software and call Dell back to install, did it as well. By October 12, 2020, I had at least 5 technical support people on the phone, every single one told me to do things in different ways. My system would stop at any time; start updating; finding disk errors...and the list goes on. At every phone call I was told my conversations were being documented so if any thing happened the next person would know what had been done. By October 12 the system shut down again. Again I called Dell support people.  I was then told that during one of the times installation was being done, the hard drive must have broken. My only solution was to send it to Dell for fixing it. I was given the option of paying $30.00 for 15 to 20 business day for repair and shipping back, $60.00 for 5 to 7 business etc...etc... I chose $ 60.00 and money was taken from my bank account right away. I received the shipping label and box the next day, followed all instructions and sent it to Houston the same day. On October 14 I received an email from repair and diagnostic department asking for $110.00. Again I paid it and my bank acc was charged right away. I decided to call Dell support people on the same date to ask where and who would be repairing my system, and would it be under some kind of warranty. The lady, Juna according to email back, looked into the history and told me not to worry; warranty of 90 days, and that since the payment of $99.00 made in Sept didn't solve the problem, Dell would make a refund to my bank acc within 2 to 3 business day. So, I would get my fixed system back within 5 to 7 business day, and a refund to my bank acc 2 to 3 business day. I wasn't unhappy. That was October 14 2020. It is now November 16 2020. No refund; no system repaired and sent back; no clue what is going on at all. I made 3 calls today to Dell, no help whatsoever. I have sent 3 emails to their support system assistance, no help whatsoever. I was told I would get a phone call within 2 hours, that was at 11am today. It's now 5.23pm. What is going on?  Where, who should I call Please, call me at .

Yuliya21 · Answer

Theres so many people in the same boat as us, it is absurd! They keep making up bs lies/excuses while not telling me a thing. I have no idea whats going on with mine and I bought it to work from home...thanks Dell. Disgraceful. Pretty sure the whole Repair Depot is shut down due to Covid cases on the premises. But of course we aren't told anything. I would dispute all charges with your bank and file complaints on BBB and FTC. We aren't getting it back any time in the near future. They should be put out of business

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