Terrible Customer Care

I bought an Inspiron laptop 5767 in January 2017.  I bought it in the US, but I live in Mexico.  Therefore when I sent it in for warranteed repairs I was told by the Dell Latin America headquarters in El Salvador that had to send it to the Mexico City repair center.  I sent it on November 6.   The laptop was returned to me about 2 weeks later.  When I received the box from the DHL agent I noticed that the laptop was moving around in the packaging.  I opened the box the next day and saw that the upper and lower right hand corners of the laptop were smashed.  I turned the computer on but could not boot it up.  I immediately contacted the El Salvador office and was told I needed to return the laptop to the Mexico City repair center.  I indicated to the El Salvador (ES) representative that I did not wish to return it to Mexico City because of the careless way they had packed my laptop.  I felt it was indicative of the level of "service"I could expect  of the Mexico City plant.

I spent hours and hours on the phone with US customer care reps in the Philippines and India.  They all said the same thing:  I had to work with the ES office.  I therefore called them again and was told that I would need to send the laptop back to Mexico City.  I did that on Thursday, November 23.  I tracked the package carefully.  Yesterday (Saturday) it arrived in the repair center.  DELIVERY WAS REFUSED.

I immediately called El Salvador.  The man I spoke with said such a thing had never happened before, and that they were "going to look into it."

Frankly, I have no confidence in that at all.  My interactions with Dell in Latin America, India and the Philippines have not produced anything yet beyond a broken, useless $600.00+ laptop.

|I do not wish to wait forever for the possible (but not likely) positive resolution to this problem through the Latin American headquarters office.  I would appreciate intervention by US Customer Care people.  

Thank you.

Sharon Mackwell

US telephone number