Hi DELL-Cares,

I'm following up on a formal complaint I already submitted through my Dell account, and I want to make sure this reaches the right team directly.

Model: Inspiron 14 5485 2-in-1

Summary: On April 1, I paid $59 for a diagnosis on why my laptop would not turn on or charge. Dell quoted $288.90 to replace the power cord, power port, and LCD screen, plus return shipping, and required all three repairs to be accepted together, even though the LCD issue was cosmetic, a small lift at the corner of the housing, not the cause of the malfunction.

Two months after that repair, the exact same issue returned. Dell picked the laptop up at no cost, first said no issue was found, then returned it unrepaired because a motherboard part was no longer available. I was never proactively told any of this; I learned each update by checking the tracking page myself.

I've already spoken with a representative and a manager, both of whom declined to refund the original $288.90 since it could not be separated into individual line items. I believe the original repair did not catch the real problem, since the identical symptom returned within two months.

I've submitted a formal complaint through my account and will give it one week before escalating further. I'm asking that this be reviewed and that the $288.90 be refunded. Please let me know what additional information you need.

Thank you,
Kelli S. Moore