I've had to send my laptop in to   Dell  for repair twice now. In the most recent case,   Dell  has had my laptop for nearly two months and cannot provide a timeline for which it might be repaired.

 

After weeks of not hearing anything, I called for updates. A   Dell  customer service rep told me I would be given a   new laptop and that an exchange team would contact me in 1-2 days. This never happened. 

 

When I called a week later to follow up, they instead wanted me to agree to a   refurbished laptop instead, subject to product availability, with no clear timeline of when I would receive it.

 

I was also told that the exchange would not be covered by any warranty beyond my existing, soon-to-expire warranty, even though   Dell  has been in possession of my laptop (in total) for nearly 3 months and counting, and I would have very little time to ensure that the replacement product (whether new or refurbished) was free of defects.

 

I was told that someone from their escalated issue team would contact me in a two-hour window that I provided. No call was ever received. 

 

A week later, I get an out of the blue, poorly-worded email from one of the technical service reps, asking me again to agree to the refurbished laptop. I restated that I was expecting a call from their escalated issue team and wanted to speak to them, but have subsequently heard   nothing.