We purchased an Alienware laptop with Elite Care on July 28; it arrived Aug 11 dead on arrival - with Dell confirming the motherboard is defective, yet there’s been no urgency to ship a replacement.

We’ve spent hours on calls/emails explaining this is for student use with a firm deadline. Today the advanced exchange was rejected, and despite repeated escalation requests, I’m still being funneled into slow, email-based steps—another credit hold payment link (not yet received) and a best case replacement ETA as late as Aug 28, after my son starts college.

Please escalate this to someone who can handle it by phone today and expedite a replacement to arrive within the next 1–2 days.

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