WUR replacement, no response from Dell

Question

I have requested for the WUR (whole unit replacment) after requesting for 3 consecutive services which didn't solve my issue. The replacement was approved after 10 days, till then all fine then after a couple of days ~10 days they mailed me for details and latter they arranged a pickup on 31st August. But as soon as I handed over the laptop to courier partner, the problem begin. No update regarding pickup or delivery or any update regarding the replacement. After many calls and mail till date no response from the team. I am worried about the system. It seems Dell doesn't want to replace system so they are making such a impression so that next the consumer becomes the message carrier for others that not to opt for replacement from Dell. Kudos Dell team. The purpose for which I bought the laptop was never fulfilled in turn I got lot of mental stress.

Anirudh Anand · Answer

Finally got my new unit after a long 45 days wait,but there was ghost touch issue with it,i tried contacting techical team they advised me to update bios and firmware and then set bios to default ,after that i didnot notice the issue,hope not to face any such issue again

DELL-Cares · Answer

Thank you for staying connected. I'm Prajesh, and I will be assisting you.

I understand you have an issue related to the System exchange. Please be assured, I'm here to help and will everything is in place. I request you to remove the Service Tag from public view and private message us so that I can assist you further with the case.

Anirudh Anand · Answer

Please help me out. I am trapped in Dell's replacement policy. I have sent my system to Dell and then they are not responding.

Anirudh Anand · Answer

They are not allowing to talk to their supervisor and every time i call dell they say that we are waiting for the update from wur team but wur team seems brain dead.

Dell = mental torture + financial loss .

No one to help us .Wasted money in dell. If you would read the mail which was send to confirm wur u will find a catch in that.

It says that after the new order is placed it takes 30-45 days ,and not the whole process is of 45 days.

Anirudh Anand · Answer

I didn't receive any mail or confirmation from the replacement team. They didn't contact me

Anirudh Anand · Answer

The replacement team has not contacted yet.

Anirudh Anand · Answer

I don't understand why there is a delay in each and every process , after such a long time the replacement team replied and said they are going to ship my order .

Now 2 days passed no update status whether they have shipped or not

speedstep · Answer

@Anirudh Anand

Supply chain problems and covid mean that shipping may take weeks or even a month or more. 2 days is not happening.

Send Private message to @DELL-Cares with your information. Do not post private information here on the public forum.

Anonymous · Answer

@Anirudh Anand  Hi bro, did you get the system now, is it the same specs ? please reply.

Anirudh Anand · Answer

No not received yet ,

Customer Care

WUR replacement, no response from Dell

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