I purchased an out-of-warranty paid onsite repair for my Dell G7 laptop's damaged LCD display in late August.

 

The appointment was rescheduled twice, and was finally confirmed directly with the assigned technician for a specific date. I took a full day off work to be present for that appointment. The technician never arrived, and I later found out the work order had been taken away from him with no notification to me.

 

A supervisor previously committed to resolving this and following up - that commitment was never honored. I then called again and was told the work order had been cancelled outright, again without my consent or any notice. I contacted support by phone and chat the same day and was promised a manager callback within 2 hours. That window passed with no call.

 

This has been going on for over two weeks with no resolution. I do not want a refund or a new purchase process - I want the paid onsite repair I already purchased reinstated and completed. I'm a disabled Army veteran and this has been an exceptionally poor experience.

 

Can someone from the Customer Care escalation team help? I'm happy to provide case details via private message.