XPS 13 2-in-1 Nightmare

So I pre-ordered the new XPS 13 2-in-1. Since day 1 I was having issues, you can check my comments on other threads to see exactly what I'm talking about. After a few weeks it seemed to sort itself out and then got worse again.

I purchased a product that was defective, 3 different repairs were attempted to no avail, and now I can't return it or get a "new" replacement, which at this point I don't want a replacement. I just want to be done with Dell altogether.

I have had a tech come to my house twice to replace the main board, after each one the laptop would not power on. Then I sent it in to Dell to get repaired. Got it back from them a couple days ago. 30 minutes after booting it up the same exact issues occured. I tried all feasible trouble shooting, last resort was a Windows Reset. After the reset windows does not recognize that the wifi card even exists at all.

This has been a 2 month long saga of me being on hold on the phone with Dell, and me dealing with a guy from Dell named Allen who has been, to put it lightly, literally useless.

I just want to return this laptop. Today Allen called and offered me a certified refurbished laptop as a replacement, is that a joke? You won't even get me a new laptop for something with a factory hardware defect?

Please Dell. Do the right thing here, just let me return it for a refund so I can stop sitting on hold for an hour+ every day.

 

EDIT: reply from Dells escalation team.

This is a follow up email of our conversation today.  Please understand that I was merely trying to provide the best possible resolution Dell could offer.

"""

Let me summarize the issue to ensure we are in the same page. I understand multiple attempts failed in the repair process with this computer.  I am trying to offer the best possible resolution in-order to resolve this issue.  Since you refused to accept the refurbished replacement computer we are unable to offer any assistance apart from repairing the system. I am an executive resolver representing Dell corporate office and will be your point of contact for further assistance so your request for further escalation cannot be honored.

 

I understand that you are looking for full refund, as I have made it clear that  we are unable to accommodate your request. We believe in providing resolution and support as per the warranty so if you wish to proceed with the refurb replacement you can reach out to me on the below mentioned phone number.

 

Now, the solution I have provided is the best Dell can offer and the offer comes with an expiry date. If you are not willing to take the offer of refurbished system by end of this week(6th December 2019) then service will be your only option. I will remain your single point of contact regarding this issue. Kindly reply on how you would like to proceed.

 

Awaiting response at your earliest convenience.

"""

 

So now they're giving me an ultimatum about getting a refurbished laptop as a replacement for a factory defective computer? This is actually absurd.
Today I reached out to Dell directly to check on my refund request, it is still being processed. This, I guess, has nothing to do with Allen as he doesn't know about it. I am also going to contact Dell Financial Services who I financed the laptop through and see if they are willing to help me.