My case of return and refund was declined on the grounds that returns are only allowed inside the first 30 days from the invoice date. Due to DELL's delayed delivery of this product, I was unable to test the product on time. I had requested the product be delivered before December 14 as I was flying out internationally and wouldn't be at my address for 1.5 months. They promised to do so (proof in email) but delivered it on December 15. The product lay on my doorstep for 1.5 months before I could use it. Proof of flight to and fro tickets can be provided.

When I started using the product in February, the product showed major screen issues (see attached screenshot) in its first week. On complaining to DELL on several occasions via hourly calls and emails with the technical and customer care department, they arrived at the conclusion that these were hardware problems. They assigned a case specialist to review my return request but wouldn't let me explain my unique situation to them. The case specialist declined my request for a refund on the basis of the 30 day return policy. So, DELL's inability to send the product on time was ignored and I am now being forced to use a laptop that doesn't work, at no fault of my own. 

I am asking for a refund and not a replacement because this was already a replacement product, a G15 5511 special edition for a product that I originally ordered. Both products faced the same issues with the screen and graphic processor. The first laptop was so bad that in 1.5 weeks the motherboard short circuited and the laptop wouldn't start. The technical support team agreed that the issue with the replacement laptop was also in the hardware. After receiving 2 poor-quality products, I do not trust the laptop series and have requested a refund. I have ample video evidence of the malfunctioning of the laptops. 

I am disappointed because instead of resolving my case, my calls were pushed from department to department (13-14 hours of call time in total) and required so many email exchanges (11 in total). I am a graduate student with student loans. I do not have time or the money to chase after Dell for hours. Also, this situation has caused me undue stress. To resolve the problem, I would appreciate either a refund of the original amount or a working laptop from a better series like XPS. 

Enclosed are images of my screen. I am ready to provide copies of my records (including receipts of both laptops, model and serial numbers, email exchanges, and even my flight tickets). I look forward to your reply and a resolution to my problem and will wait until the 28th of February. Please contact me at the registered email address.

Unsatisfied customer,

Harshika