Worst Tech and Customer Support

In my 22 years of working in the IT and Network Engineering fields, I have never seen anything like this. The current process Dell has created for their Residential Customers to address unresolved Technical and basic Customer Care issues, is disgusting. And their Premier Service Contract is an absolute joke.

The Dell technical service system, based solely on the concept of Code of Conduct policy which you agreed to when joining. DELL-Admin> , it is is structured in such a way as to virtually guarantee that no form of issue can be escalated above the technical team to which it has been assigned.

This leads to a cycle of constant misleading information from technicians and customer support reps, false status updates and unresolved inquiries. Since these negative situations never make it past floor staff, to the attention of accountable supervision, the customer is trapped in a closed system of helplessness and lack of solutions.

My current situation involves a simple laptop touchpad replacement that is currently moving into a 3rd week of limbo.  Those weeks follow weeks of phone calls and emails made to guarantee there would be no problems once I ship the laptop to them. This was necessary since the laptop is used by our daughter, while she is away at college. Now, she is moving into a 3rd week with a computer, as she struggles to attend classes and keep up with work. If I had not been told daily that the laptop was almost finished and would be shipped to our daughter the next day, I would have made arrangements for her to have another laptop to use temporarily.

Since the day it arrived at the Dell breakfix facility in Texas I have been blatantly lied to, mislead, ignored and directed to a host of so-called "Floor Supervisors" who have had no intention of rectifying the problem. It took 2 weeks for a status update to appear in my service order, even though I had been promised the entire time, that work was being done. After those 2 weeks, it was finally admitted that work was finally starting. Then it stalled again.

2 weeks of dishonesty, misdirection and avoidance. This was followed by supervisors being rude, condescending and borderline retaliatory when confronted with the mess their team created.

At this point, the updated status has remained unchanged and I literally have no idea what is happening the the laptop. The last verbal explanation I was given was that the system was repaired and needed a full day of observation before it can be shipped back to me. This was 5 days ago.

In the meantime, there is no way to contact any form of management or supervisor outside or above the same team thst has been mishandling my issue. Complaints made through Dell "Customer Care" (and I use the term loosely), are directed back to be addressed by the same inept supervisory team that has been misleading me for weeks. This process ensures that there is no accountability, no responsibility and no incentive to correct the fiasco.

All of this could have been avoided if the technical team would have been honest with me and given realistic, accurate expectations.

This has been and will probably continue to be a nightmare. I will NEVER purchase another Dell computer.