To whom it may concern.
I don’t know where to start so I will just tell my whole experience. On Aug 4th 2020 I purchased the Aurora r11 for my son (Dell website). My expected time of delivery was 8/17/20. I received an e-mail with Fed Ex tracking info. The info on Fed Ex stated  that I would receive the PC on the 6th of August. It didn’t arrive and Fed Ex refreshed info to have it Delivred on 7th. I called Fed Ex to track my delivery, they stated that shipper requested to ship the PC back to them (Dell). I asked why and was told to talk to shipper(Dell). I called on   8th of August and was told that they had no idea what was going on? And that they would assign an agent to my case and i would be called For further information. On the 11th of August I called again and had trouble talking to anyone that knew what was going on ,mind you was on hold over an hour when wait time was only suppose to be 10-15 min. Was placed on hold many times and was told if I wanted to cancel my order as if i called to cancel my order, which I never once stated. They said they were going to wait for confirmation on PC being sent back to Dell so they can send a replacement. I called the following day and felt like I was given the run around once again. Once again I was asked if I wanted to cancel my order  or they can send replacement. I asked for replacement and asked to speak with a supervisor or manager, the man (stated his name is Wayne) on the phone clearly didn’t want me asking for management. He clearly was redirecting me to his solution which was good, ordering a replacement But at this point I needed to speak to someone that has oversight on what’s going on. I had been told the same thing and nothing is happening. I also asked for Corporate head quarters number and it was as if I was asking for The President of United States number. They had absolutely nothing. they said they would call me within 24hrs. I called after 24hrs and went through this circus of poor customer service. It’s August 14 and in the last two days I been on hold for over 3hrs and still nothing. Please please contact me at your earliest convenience I would like to resolve this as soon as possible. I would like an explanation of why my Experience with Dell has been subpar. I didn’t have Award winning customer service.I’ve memorized my invoice number due to how many times I’ve had to say it. I can’t remember the last time If ever I’ve been this frustrated with Customer service.