I am seeking advice and visibility regarding an ongoing warranty issue that has now been going on for over six weeks.

My laptop has a screen assembly fault where the screen is separating from the chassis. The device is still covered by Dell warranty, but my attempts to have it repaired have been repeatedly blocked by Dell support.

The issue began when Dell denied the warranty claim, stating that the laptop had been opened beyond 90 degrees. I considered this explanation unreasonable, but more concerningly, during the discussion Dell confirmed a serial number with me that was not actually my device's serial number. It appeared that the warranty decision had been made using incorrect device information.

After I corrected the serial number, I was then given a different reason for the refusal: Dell claimed the device had previously been repaired. When I requested clarification and asked for the specific policy being relied upon to deny the warranty, Dell refused to provide it.

I requested an escalation and was told that the case had been escalated and that I would receive an update. Over the following days I repeatedly asked for progress updates, only to be told that no updates were available.

After receiving no progress, I formally requested that a complaint be raised. The same pattern continued, with me requesting updates and Dell repeatedly telling me that there was nothing new to report.

A week later, Dell informed me that they had already contacted me by email and were waiting for me to discuss the matter with my manager. This was surprising, as I had received no such email. It later emerged that Dell had actually contacted an entirely different customer regarding my complaint.

When I questioned this, Dell initially denied that any email had been sent regarding my complaint. After continued discussions and further escalation, Dell eventually admitted that they had in fact been communicating with someone else about my case. This directly contradicted what I had previously been told by support.

I have documentary evidence showing both the messages where Dell stated that no email had been sent and the email chain that demonstrates communication about my complaint was taking place with another customer.

At this point I have been in almost daily communication with Dell support for more than a month and a half. The laptop remains unrepaired, the reasons for denying the warranty have changed multiple times, and I have repeatedly been provided with incorrect or contradictory information.

What concerns me most is not only the failure to resolve a straightforward warranty claim, but the fact that Dell contacted another customer regarding my complaint and then repeatedly denied doing so when questioned.

I would be interested to know whether anyone else has experienced similar issues with Dell warranty claims or complaint handling, and what options they found effective for getting the matter resolved.