There doesn't seem to be a way of initiating the return/refund of an order via my account on the Dell.com website.

The full saga is that I received a Dell Latitude laptop on 14th December which developed a fault after 3 days. I asked for a replacement and this was delivered on 30th December. Disappointingly, the replacement has the same fault as the laptop it was supposed to replace.

I have tried to contact the Dell sales rep by email to request a return/refund but so far haven't received a reply. The Dell website only offers a chatline to progress returns/refunds but over that last few days this has been unavailable.

Can anyone suggest how I can get Dell to acknowledge my request for a return/refund?