Needs Escalation and Oversight

Question

I have a Dell Inspiron still under warranty, which Dell's Texas facility failed to repair. I then asked for a replacement, and tech support convinced me to let them try one more time. Both the support tech ('Nik') and a supposed supervisor (alternately 'Francis' or 'Xavier') have been 'working' my case for two weeks just to get me a shipping label to send the laptop for repair. 'Working' together, and supposedly at the supervisory level at that ('Francis' claims to be a supervisor), they have failed to accomplish the simple task as of providing a shipping label. Given that during these two weeks I've been using a faulty laptop, under warranty, I think this issue requires supervisory oversight and escalation immediately. My next step will be to contact the central Texas Better Business Bureau,and ask for a refund on my Dell extended warranty (though it is still under factory warranty as well). Of course I will post my wonderful Dell experience (including weeks of dead-end emails from 'Nik' and 'Francis', on social media. Support has managed to turn me into a Dell brand DISadvocate, and I imagine my experience is relevant to others.

DELL-Fuzail M · Answer

Hi,

Thank you for reaching out to the Dell Community Customer Care Board about the ongoing issue on your Dell system.

Sorry to hear that you have been waiting for a shipping label, apologies for any inconveninece caused. Please Private Message us the below details and we will look into this right away.

Registered Name:

Service Tag:

E-mail Address:

To private message, hover the cursor over my user name and add me as a friend.

Regards.

Fuzail

Customer Care

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