My never-ending nightmare with Dell
I recently purchased a new work laptop from Dell. I received the new XPS 13 laptop from Dell on 02/13, on 03/15 I started having trouble with the laptop. I contacted customer support on 03/18 regarding the issues. After an hour the Dell rep determined the motherboard on the laptop was fried. A service order was entered to have a tech come out to replace the motherboard. The rep assured me this would only take a few days. 03/19 I receive a system email stating the motherboard replacement has been delayed until the end of May. I again contacted support stating this was not going to work since I needed the laptop for work. After talking to several reps I finally spoke with a rep that says they will just replace the laptop. I agree even though I have to spend $250 to remove all the data on my fried laptop out of pocket.
As we're going through the process the rep says something about a refurbished laptop being sent out as the replacement for my new laptop. No way am I accepting a refurbished computer when I just spent $2,300 on a computer a few weeks ago. When I explain I will not accept the refurbished laptop they tell me they can only replace it if it was within 30 days and I was 48 days. How do you come up with 48 days? I come up with 33 days. Oh, we start counting the 30 day warranty when the order is placed not when it's received. WHAT!!! The laptop was ordered in January so according to this rep, my 30 day warranty was up before I even received the computer.
After a few hours & being transferred to several "superiors", I finally find someone to understand how ridiculous this situation is. The new rep agrees to send a new laptop as a replacement. We go through the replacement process being told the new laptop will arrive in a few days. A few days go by when I receive an email saying the replacement has been delayed but should arrive 04/30. Needing a laptop to continue running 2 small businesses I explain we need to come up with another option as I can't wait another 30 days.
I was given a few options. Take a refurbished, wait 30 days for the new laptop or they will give me a refund. A refund sounds nice UNTIL I'm told since I financed the computer they would only refund what I have paid as a credit to buy another Dell product. Despite all the headaches I've already paid a large portion of the balance off since I got a no interest 12 month promotion. I ask if they can send me a loaner, but they decline. I ask if they can send me an upgraded laptop (I don't care how it's upgraded) they have in stock. Having purchased the specs I needed to function I couldn't accept anything less than what I ordered. I don't care if it's a different color, has windows 10/11, or whatever I just need a computer. They declined this offer as well. Instead of sending a laptop in stock, they decided it would be better to make a customer wait 60+ days. With no other options, I agree to wait for the replacement to arrive on 04/30.
A day later I receive an email saying the NEW shipping date is now 05//25. A month later than I was told 24 hours prior. I spend another day arguing with support who continuously tells me how sorry they are and how they understand my frustration. Nothing pisses me off more than repeatedly being told these bs lines they read from the provided script. If you were really as sorry as you say you would send an upgraded laptop instead of making a customer wait 60 days for a replacement.
The rep goes on to explain the part shortage which I completely understand. With no other options, I agree to wait 60 days for the replacement. The part shortage is a large problem for many companies. I also know Dell is selling laptops every day and even released a new line of laptops in May. Instead of a shortage what's happening is their putting me on the back burner since they already have my money and I have no other option. They would rather fulfill new orders that have not been paid for than take care of existing customers like me.
A few days before the last shipping date I was told I received an email saying my order has been delayed again. The new arrival date is July 22. 120 days for a replacement (if it ships on that day) for a laptop that was 33 days old. Of course, I emailed them to which they replied by telling me how sorry they were and how they understand my frustrations. Even if the part were being transported via pigeons with ADHD it wouldn't take this long.
At this point, I'm DONE. I send an email stating I am requesting a free new laptop from the new line that exceeds my replacement AND a full refund for the damaged laptop. I receive a reply telling me how sorry they are and how they understand my frustration.
With no resolution, I have decided to file complaints with every agency I can find. If you know of a place to file a complaint let me know. If you have any ideas on how to resolve my situation please let me know. Thanks