Customer Support Escalation (Laptop Failure)

Hi,

I’m posting here to seek assistance regarding a disappointing experience with Dell support and a failed Dell business laptop, as previous attempts to resolve the issue directly have gone unanswered.

Background:

• The laptop ( PO: SPL_JM_06_2024) was purchased on 25 June 2024.
• After just 14 months of light, stationary office use, the laptop’s screen failed.
• Our IT provider (VBT.ie) diagnosed the issue, but Dell declined to offer goodwill support despite the short lifespan.
• Following further repair attempts, the issue was confirmed to be a motherboard failure, not the screen.

The cost of replacing the motherboard is uneconomical, meaning the laptop is now beyond repair, less than 15 months after purchase.

Despite multiple emails to our Dell account manager and now customer care addresses we have received no meaningful response.

Our concern:
Skillpad Ltd has been a loyal Dell customer for over 20 years, purchasing numerous business laptops, desktops, and servers. It’s extremely disappointing to experience both a hardware failure so soon after warranty expiry and a lack of engagement from Dell support.

We are now forced to absorb all diagnostic and repair costs ourselves, which seems unreasonable for a business-class device of this age.

Request:
Before we replace the laptop (and reconsider our future sourcing decisions), we are asking Dell to consider a gesture of goodwill, such as:

• A discount or credit towards a replacement laptop, or
• Any other compensation Dell deems appropriate.

We value our long-standing relationship with Dell and would appreciate a constructive resolution to this matter.

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Kind regards,
Gary Keogh

Creative Director
Skillpad Ltd