HISTORY OF THIS FILE:

I purchased a brand-new Inspiron laptop on December 28 directly from DELL. I have purchased in my family many DELL products over the years between myself and other family members.

On February 17th for whatever reason the laptop started beeping and squealing and then it completely crashed.  I have not had a functioning computer since Feb 17. This is way beyond the two weeks the DELL technician told me I had to wait before the whole system would be replaced/exchanged when I spoke to the Supervisor name   during the second time, I had to call for service – this was suggested to me on March 17th.

On Feb 17th, I contacted DELL and they tried to diagnose the problem and decided they needed to send a new hard drive as no one could figure out the beeping and squealing and the computer would not start – brand new computer.  I was sent a new hard drive with windows operating system 10 on it.  It was installed by the onsite technician on Feb 24th.  It worked for a few days but kept asking to update to windows 11.  I tried to update to windows 11 and the system crashed again - beeping and then froze.  I called DELL and they decided that indeed, it required an OS 11 hard drive is what I was told and after diagnosing over the phone (downloading windows OS 10 to a USB and then asking me to install it – which was unsuccessful) they said they had to replace the hard drive (again). In fact, the DELL technician told me they had sent the wrong part and needed to send me an OS 11 hard drive. After a week of no part arriving -please remember this is the SECOND time waiting for a part - ,  I called DELL and was assured the part was on the way and that I would hear in 24 hours with a technician at my door.   This was a ridiculous statement and untruthful – it takes at least 2-3 days to get a service appointment with a technician.  It turned out the part was backlogged.  At this time, I confirmed with the DELL technical support agent I was receiving the correct parts as I was afraid that DELL was giving me the run-around – rightly so - with windows OS 11 and the technician I spoke to at DELL assured me the correct part was being sent.  After two weeks delay, the hard drive/part arrived, and the onsite service technician came and installed it (March 22).  The onsite technician noted it was OS 10 (even though I was assured that it would be OS 11 which is what I needed) however he also felt it would be fine if it was OS 10 and we would install it an upgrade it to OS 11. In my mind the wrong part had been sent again.  However, he was told by DELL it could be updated to OS 11 but he could not help me do it onsite as he only is contracted to install hardware – which he did on March 22.  So, I had to get on the phone ONCE AGAIN to DELL to try and now myself install the OS 10 which I again had to download on another computer to a USB and then transfer to the not working laptop, and then upgrade it to windows 11 which was what was suggested.  However, on March 22…

When I went to start the computer after the new hard drive was installed for a second time it still did not work.  This is now the second hard drive installation that DELL had done on this laptop since February 17.  It was suggested the operating system needed to be re-installed by the onsite technician, but he could not do it himself as he only does hardware work.  I called DELL again, and they walked me through installing the OS 10 system (downloading OS 10 onto a USB (thankfully from another old computer that I have access to), which is what I did the first time it crashed, then plugging the USB into the laptop to install it). Once again, it would not work because the computer requires OS 11.  You cannot install OS 10 over OS 11 and then update it to OS 11.  I have done this three times now and have gone through two hard drives on a brand-new laptop.  Ridiculous. Insanity – doing the same thing over and over again and expecting different results – this is DELL.

Thus is the blind leading the blind and the worst service I have ever experienced in my life. This is a $1500.00 computer I have not been able to use for work for over 6 weeks. I have been trying my best to work on an old 10-year-old ASUS computer and have not been able to do my job.

I have also found the technicians to be condescending and untruthful. They have told me over and over again things like “not to worry we will fix this, to worry, we will fix this” or “please go take a drink of water and I will be right back”.  The first few calls I had I was calm with DELL, I expected good service or at least some kind of service.  Since then, I truly have become irate an incredibly upset at this situation – they are right – however it seems the only way for me to even get close to an escalation is to shout and scream and literally cry into the phone and say “help me someone help me” only at that point will one of your technicians get a “manager” but even the managers are powerless here. 

It is now 730 pm on March 22 on coming up on 6 weeks without a computer , I am losing money each day in my job because of this.  I have been working on this problem since 3pm today March 22  = 4 hours of my time which I bill at $225 an hour - I have spent more than 10 hours over time on this issue already for which would like to invoice DELL for this time – that would be $2250.00.  My claim was escalated apparently, and a “manager” called me March 22 and once again I had to explain the whole situation again. This is the second “manager” I have spoken to at DELL since this all began – the first one.  The second manager who has promised a repair (no guarantee of a resolution though) and the second manager has miraculously decided that oh no – it is not the hard drive – we should have sent you a motherboard.  When he and I spoke, he stayed on the line to check availability and told me that the part I needed was in stock and it would ship.  I was very concerned that there would be a backlog since this happened last time they ordered, and I ended up waiting two weeks for the wrong part anyway and he told me that no – the part was available. Once again I was lied to by this time.  I have now received a notice from March 23 at DELL that indeed the part will not be available until March 30th!

You must think I am stupid or something.  I have been lied to, misled, put off, misinformed and the case has been mishandled to the extreme and I have not been respected as a long-standing customer. I think DELL is hoping I will go away – but I can tell you right now I am not going away until this is repaired and RESOLVED.

I have had upwards of 30 emails or phone interactions with DELL on this issue since February 17th – never with the same person, never with a direct number to call back or direct email to contact regarding the issue.  Each time, I have had to explain this issue repeatedly which is why I am now writing it down.  I cannot reach anyone who will get back to me – each person says they will and then it is passed along to another person.  I am sending this to anyone who was involved in this case and anyone who will listed and am requesting the following resolution (not repair) immediately

I demand an immediate exchange for a new Inspiron 15, 15.6’ laptop with windows 11 OS on it as I purchased in December.  Better yet just give me my money back. I look forward to a response immediately