Our "advanced resolution person" (Rajesh) who has been helping us with our incident has not been available at all this week, however we were told last night by another member of the escalation team (Rohan) that only Rajesh can help us. Rajesh told me that I could get help thru technical support or another member of advanced resolution, but tech support also told me that since my case had been escalated that they were not allowed to assist with my computer (this was on 3/7/17).

Here is a run-down of the issue:

1. On 1/19/17 I bought a 13 inch 2-n-1 computer from Dell Outlet. It was listed as NEW (not refurbished).
2. Immediately when I received it, it did not work properly. I contacted dell via phone. We spent over 2 hours on the phone/computer with technical support, but due to the computer running so incredibly slowly, the tech support person was not able to complete his tests because the computer froze.
3. I could not return the computer because I was advised that I would forfeit the promotion code that had been used (since it was now past the expiration date) and that my only option was to send it in for service (this only happened after my initial email to you on 1/30/17).
4. I mailed it in on 1/31/17 and did not get it back until 2/14/17 two weeks later. The motherboard and hard drive had been replaced.
5. On 2/16/17 I turned it on, and IT STILL DID NOT WORK. If I open even one program or application the whole computer runs so slowly it freezes up.
6. I contacted tech support via email and was told to do a system restart on it. I did that. It  did not fix anything.
7. On 3/6/17 my husband spent over 4 hours on the phone AGAIN with technical support. They unloaded and reloaded the software and said that it should fix the problem. IT DIDN'T. The computer is running exactly the same as before.
8. We were contacted by someone named Rohan on the escalation team. He said he would help us since Rajesh is out. But when we told him all of these issues (on 3/7/17) he said that only Rajesh can help us.
9. Rajesh said he would be back today (3/8/17) but I have not gotten a call or an email in response from him.

Please help me Dell! All I want is a working computer so that I can use it as needed.