This is feedback of Dell Customer Support.

- I was on the phone between Customer Care (800-624-9897) & Technical Support (800-624-9896) for more than 4 hours on Friday, 4/22/22. In the end, nothing was ever resolved.

- In November of 2021, I purchased over $3,000 of merchandise from Dell, including an XPS 17 laptop and a compatible Docking Station (WD 19S).

- The laptop arrived on time. However, the Docking Station was never in stock and was still on backorder in February of 2022.

In February of 2022, I spoke to Dell Technical Support, who recommended I cancel the Docking Station order and order a different compatible Docking Station. 

- The new Docking Station arrived promptly. However, when plugging the new Docking Station into my new Dell Laptop, it was discovered that it was not compatible with my laptop as Dell Technical Support had sold me. 

- On Friday, 4/22/22, I was on the phone with Dell support for more than 4 hours trying to resolve the issue. First, I spoke with Technical Support, who confirmed that the Docking Station was not compatible with my laptop. However, I was also told that I would need to call Dell Customer Care to replace the item. When I called Customer Care, after having to explain the entire issue again, I was told that Customer Care could not do anything since the order was initially placed with Dell Technical Support and that I would need to call them to resolve the issue. I then proceeded to call Dell Technical Support again, who bounced me back to Dell Customer Care again and then back to Technical Support, having to re-explain the issue each time. In the end, no one took accountability for the case, and my problem was never resolved. After hours of frustration on my last call with Technical Support and I asked to be escalated or to talk to the manager. The rep on the phone refused to escalate my issue and kept trying to troubleshoot the problem, putting me on hold for long periods. After nearly two hours on the last call, I demanded to get escalated, and the rep told me that he would enter an escalation ticket and that I would receive a call from them within an hour. I never received a callback.

- So now I've spent over $3,000 with Dell, been on the phone with Dell Support for over 4 hours, and have a Docking Station incompatible with my Dell laptop. I've always considered Dell to be top-of-the-line for computers and computer hardware. And this may still be true, but if you ever buy a Dell product, you'd better make sure the product works out of the box because their Customer Service is awful and will frustrate you to no end! For this reason, I will never buy Dell again.