Terrible Premium Support

Question

On 12/22/21 I contacted support about a XPS 15 9500 not recognizing charger, not sleeping, and restarting in the middle of the night while (not) sleeping. I spent several hours over the course of 3-4 calls to support and determined that the machine be sent in for repair and that it would take 7-10 days to turn around. I sent the machine in on 1/13/22 and they received it on 1/14 around noon and around 3pm I get another email about a part delay and should be no more than 5 days for the part to come. On 1/17 got another email saying the part would not be in till 2/04/22 and offered a refurb as a replacement. I talked through it and agreed (1st big mistake) to the refurb and was assured that the machine would be LIKE NEW. On 1/18 I got an email telling me that they will send the request for the exchange. On 1/19 got another email telling me that they processed the exchange and that team will contact me in 3-5 business days with the info. On 1/24 I got another email telling me that they processed the exchange and apologized for the exchange team dropping the ball and it would be another 3-5 business days to hear from them. On 1/26 I got an email from exchange team with the machine specs that they were proposing, and I was to respond yes or no. I said yes and the ETA was 4-5 business days. I received no response to that mail and another on 1/28 from exchange team. On 1/31 I called support to check the status and voice my displeasure. On 2/9 I got another email saying that the exchange was processed and I should receive the machine on or by 2/17. I received the machine on 2/10 and was surprised that it showed up that fast. I opened the box and the machine looked good until I opened it, the palm rest was damaged on the edge under the trackpad, the keyboard was full of dust, dirt and hair, the hinged area under the monitor was the same as the keyboard. I then turned on the machine and the upper left corner of the screen (4k touch) looked to be de-laminated and the keyboard has sticky keys and the trackpad wobbles and is noisy. I immediately called support to let them know this machine was unacceptable and gave the service tag number of this machine and was greeted by BASIC support, I have an extended premium contract that was not transferred. I was supposed to get a call back next day 2/11 and never got a call. I have called and emailed support many times and was finally told that I would receive a return label and that I would be getting a replacement sent to me when they could find one?. I have not gotten a label to to return this 'refurb' (USED) and I have not gotten a replacement machine as I type this on 3/2. When I try to call or chat with support it is almost impossible to get anyone now because my original service tag was taken out of the system and the system doesn't recognize my service request number. If I use the service tag from the replacement machine it only gets me to basic support and I get the run around. I am not very happy about this whole ordeal and I have wasted many hours trying to deal with this. Ironically enough, the 'refurb' doesn't sleep properly either.

DELL-Cares · Accepted Answer

Hi,Hope you are doing well.   We are working with our internal team to get warranty updated , as it is 2nd replacement system it is getting verfied to get warranty transfered after internal verfication process is completed. Please be rest assured we are working on this and we will get back to you when we have update on this.   Regards   Farheen

DELL-Cares · Answer

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.

Jakeabean · Answer

Received a replacement machine yesterday and upon booting it was fine for about 15 minutes and this is what I get now. Day 78

Jakeabean · Answer

Updated solution is now to have a technician come to me to replace a motherboard in an obviously NOT thoroughly tested 'refurbished' laptop but because my extended warranty was not transferred to this machine there is another delay. Day 82

Jakeabean · Answer

Tech came out and replaced motherboard and the machine seems OK now but have not been able to thoroughly test sleep which was one of the things that started this whole ordeal. My extended warranty still has not been transferred to this replacement machine so the whold thing is still ongoing.

DELL-Cares · Answer

Thank you for reaching out , I would like to inform you that the warranty transfer is in progress and it will take 2-3 business days . We will share the further updates here

Customer Care

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