Unsatisfied Student Customer

​Dear Dell,​

​I am writing this email to make a complaint about my Dell laptop. I am student and I was in need of a durable laptop. I thought of Dell and decided to buy a dell laptop (Dell inspiron 7000 series, 14 inches). My tag number is​​<​​ADMIN NOTE​​: Service tag removed per privacy policy> ​​. This laptop was bought sometime in April/May 2014. Upon receipt of the laptop, I was excited and rest assured that I have not only bought a sleek laptop but I will be sure to use the laptop for a long period of time.​

​My assumptions were proved wrong when I started using this laptop. In the first week of use, I noticed that my laptop does not come on after it goes to sleep, I usually have to force it to shut down and switch it back on which is not good for the "health" of the laptop. I again noticed that after a while, the laptop started coming on after going to sleep but this meant that my keyboard light will be left on and the keyboard was not functional, I had to make do with the keyboard on the screen. I called Dell and the technical support tried all they could but this was not resolved. I then requested for a replacement. ​

​A replacement was sent and I was experiencing the same problem and again, I called the technical support office and of course, it was not fixed. As a student that had a lot to do and could not manage to be sleeping in the library in order to have access to a computer, I always had to shut down my system all the time. Again, I woke up one day and my keyboard as well as my mouse pad stopped working and I called Dell as usual. They technical support officer spend about an hour trying to fix it but to no avail. They promised to send me a parts replacement and also send a technician down to my house but by the next day, the laptop started working normally.​

​Two weeks ago, the LED light on the charger adapter just went off and I was unable to charge my laptop. I called Dell and they promised to send me a parts replacement. A supposedly new adapter was sent without a power cable so I used my old power cable but alas! this did not work either. I called Dell technical support to lodge another complaint and they promised to send me a new power cable which was promised to be delivered the next day. Till today, I am have not received the power cable. I did not receive any call or email explaining to me that there a delay in dispatching the power cable, instead, I had to call to follow up only for me to learn from the Technical support guy that the power cable has not been dispatched.​

​I have been without a laptop for a week now, I have assignments piled up and I am helpless. The previous problems have not been resolved neither have I received a new power cable. The most annoying thing is that I recommended this same laptop to my friends and they all bought theirs from Best Buy. They have not had any issue with their laptops and they did not even pay as much as I did. I have had my laptop for just eight months and I have not enjoyed it. Please help plead my case for a refund or a brand new fully functional laptop. I am tired of calling dell to fix one problem or the other.​

​I look forward to a response to my email.​

​Best,​

​KA​