Since 2020, I have purchased five new laptops and over $3,000 in accessories. My newest Alienware laptop, Service Tag <Your private information was removed from this public post. DELL-Admin>

, is covered by Elite Care. Despite more than 55 days of troubleshooting, repairs are unresolved. During this period, I reported Tech rescheduled 8 times, and used a magnet to fish dropped screws from laptop, Dell informed tech, who text me I was a (Liar) then called and cursed me. I sent Dell copies of the techs reaction and home security footage proving my point. The next day dell sent the same tech to my home, who broke the laptop, then returned 4 more times, then I was forced to completed the same two diagnostic tests 15 times and participated in 11 telephone and Dozens of email exchanges. I was also repeatedly asked to perform repairs myself, even after explaining that a disability affecting my hands ( I am Handicapped) prevents me from safely doing so.

Dell escalated my case to Sujoy S and the Advanced Resolution team. However, three different representatives handled the matter without effective internal communication. I subsequently exchanged 17 additional emails and participated in 9 more telephone calls during which again, I was (Repeatedly) asked to disassemble the laptop, take photographs, and perform repairs myself. I repeatedly explained (I was Handicapped) unable to complete such work, why I purchased Elite Care. After 8 further emails and 7 additional calls, Sujoy S continued to insist. Forcing me to repeat the same diagnostic tests claiming he had no knowledge of Tests, Reports, Photos, Screen Shots, etc.

I was told either do what I am saying, or You will void your warranty, so for more than 3 hours I provide the requested supporting evidence. Sujoy S initially stated that he had not received them, (Forced) me to repeat the tests, halfway through next round of tests, Sujoy advised he had located both the test results and the photographs. He nevertheless continued to suggest that I should be able to perform the repairs (Repeatedly) despite my handicap. I again explained my disability and emphasized that I purchased Elite Care specifically to avoid having to diagnose or repair the computer myself. After more than 4 hours of discussion across numerous calls, and e-mails Sujoy S agreed to dispatch a technician.

I then allowed Remote Access 5 more times because they lost results, 5 actual service calls, rescheduled 6 times after more than 6 hours of waiting before cancelation minutes before they were to arrive, 9 missed days of work, I am Director of North America Sales Divisions KECO, ) Exceeding $5000 in lost Earnings.

From the outset, I informed Sujoy S that I had a business trip scheduled for October. Because the matter remained unresolved after more than 65 days, I was required to reschedule the trip. I complied with Dell’s troubleshooting procedures, including repeating the same diagnostic tests over six additional times, providing approximately a dozen photographs and screenshots, and granting remote access on four further occasions.

Dell subsequently authorized replacement of the SSD; however, the technician stated that the replacement SSD was defective. I later reported that the technician had removed my secondary SSD without authorization. Then Called a Liar, I ran More Tests and provided photos, and another Remote Session to prove I was not Lying.

Afterwards Dell informed the technician of my complaint, I then received Harassing and Rude communications and Texts from the technician that (I was a Liar). Dell Again Questioned my Honesty. I sent dell Screenshots of their Techs, texts calling me a Liar, Later Admitting he made a mistake, only installed one, and removed my secondary with other materials. Dell Stated (A New Tech would do Repairs)

Dell Failed Again, the same technician returned Angry, extremely Upset, and complaining stating 2nd round of new parts were also defective. The following week, the same Visibly Angry technician returned to install a new motherboard and two additional SSDs, after Four more hours claimed new parts were defective for 3rd time while the original problem remained unresolved and additional issues of Palm Rest, Battery, and Wireless.

As of this writing, four repair attempts have been unsuccessful, and the laptop has sustained additional damage due to the technician. The exterior is marred and covered in grease and product stickers, garbage, the interior and exterior are covered with lithium grease, and the screen is damaged. The laptop and SSD now overheat to an extent the technician burned his hands while attempting to remove the SSD. In addition, the system now reports damaged battery, the wireless connection no longer functions, and the computer frequently freezes and displays blue-screen errors.

Sujoy S subsequently escalated the matter again and presented a new proposed resolution: a refurbished computer without a warranty. Under the proposed terms, I would be required to provide a $3,000 deposit, equivalent to the price of a new computer, and pay an additional $1,200 for warranty coverage. The deposit would be refunded within 30 days.

As a result, after approximately nine months, more than 70 Hours of my time, my total expenditures would exceed $4,700, in addition to more than $5,000 in lost earnings, and I would ultimately, I might receive a refurbished computer with no warranty within 20 business days, which I could have Originally purchased for approximately $1,300, with a warranty.

When I relented a week later Sujoy S raised the Deposit to $7000, gave me 24 hours or Dell would consider the matter closed, void my warranty and I would have lost over $10,000 for a broken Alienware Laptop. Sujoy S repeated use of caned responses, failure to respond, continued requests that I perform tasks despite my Handicap limitations, and failure to provide an effective accommodation are serious Violations to my Americans with Disabilities Act rights and applicable consumer-protection laws. In my view, this conduct also falls short of basic standards of dignity, respect, and professional responsibility.

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