5 Posts
0
546
How do I escalate customer support case? I have heard nothing from exchange team for weeks
I have "Premium" support. My XPS failed in late Dec 2001. After three failed repairs, I was promised a replacement. It is has been several weeks and many calls to Premium Support and still I have not heard anything from the "exchange team." Premium Support (who is very nice) keeps promising that the exchange team will get back to me in 24 to 48 business hours. But still I get nothing from the exchange team.
Any ideas of what to do? This
is
was my main PC, using my old machine is hurting my productivity.
Thank you in advance
eric
DELL-Cares
Moderator
Moderator
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25.2K Posts
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March 4th, 2022 10:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
elmdell
5 Posts
0
March 10th, 2022 09:00
Update: I got the refurb machine Wednesday, one day early. Yey. All sees fine. I did have to accept an OS downgrade to home, but I really do not care, especially after upgrading to Windows 11.
So all is now good.
elmdell
5 Posts
0
March 7th, 2022 15:00
Update: Within an hour, dell got back to me to say they are on it. Within another hour, the replacement team offered me a replacement. As of Monday, they gave me a delivery date of Thursday. I am actually hopeful. I will post after I (finally) get the machine, or don;t.
elmdell
5 Posts
0
March 10th, 2022 09:00
And thanks to the Dell Social Media team.