<The x17 R1 purchased 1 year warranty expired 3 years/2 months/23 days ago on June 9, 2023. DELL-Admin>

I am requesting executive-level escalation regarding Dell Case <To protect you, your private information was removed from public view. All private data was saved to your private Case. DELL-Admin>.

My experience with Dell over the past week has been extremely frustrating and has gone far beyond a simple parts delay.

My repair request was cancelled by Dell multiple times, at least twice and, to the best of my recollection, three or more times. I only discovered what had happened after repeatedly contacting Dell. I was eventually told that these cancellations were caused by a system error.

In order to get basic information and move the repair forward, I had to call Dell more than five times. The automated support system repeatedly directed me through unhelpful paths, and I had to provide my Service Tag and explain the same situation multiple times before I could reach someone who could address the case.

After all of this, Dell informed me that the repair itself would cost approximately $400. Including the repair estimate/diagnostic fee, my total out-of-pocket cost is approximately $500. I was then told that the required motherboard is unavailable and that I may need to wait 25–30 days, or possibly longer, without a firm repair completion date.

This is my work computer. I asked Dell whether an expedited repair, replacement computer, or temporary loaner could be provided. A replacement was declined. When I asked about a temporary computer, I was instead told that Dell could return my computer to me unrepaired.

I also requested escalation to a supervisor or manager. Dell asked me to provide a two-hour callback window, and I provided Monday from 9:00–11:00 a.m. Eastern Time. Dell did not call during that agreed window. I was eventually contacted at approximately 1:00 p.m. During that call, I could hear several conversations taking place in the background, and the call still produced no meaningful resolution. I was essentially told to continue waiting until the part becomes available and then decide whether I want to proceed.

I then requested to speak with someone at a higher level because the escalation itself had not resolved anything.

After multiple repair cancellations caused by Dell's system, more than five phone calls, repeated interactions with an ineffective automated support process, a missed callback window, and no reliable repair timeline, I do not believe it is reasonable to ask me to pay approximately $500 in total and simply wait a month or longer.

I am requesting an appropriate accommodation for the significant inconvenience and loss of use caused by this process.

My preferred resolution is a replacement system of the same or comparable model. If Dell cannot provide a replacement, I am requesting a firm expedited repair timeline together with meaningful accommodation for the extended delay and the repeated failures in handling this case. I would appreciate contact from Dell Executive Escalations or a senior customer resolution representative.