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Aurora R16 received defective out of the box
I recently purchased a top of the line Aurora R16 that was defective out of the box, After trying several possible fixes with support with no lock, I was referred to the Replacement team. They informed me that I would have to send the defective device before they can ship out the replacement, I explained this is my work computer and I cannot ship it and wait 15 days for a replacement to be sent to me. They later agreed to sent me the "new one" but I would have to provide a credit card for them to put a hold for the value of the defective $3,600 dollars. Not only did this sound insane to me but I do not have enough credit on my card to authorize a $3,600 dollar hold since I literally spent nearly $5,000 dollars on Dell a few days earlier. The replacement team proceeds to inform me that since I cannot authorize the hold for another $3,600 dollars they will be providing a shipping label for me to return the device first and then they will ship out the replacement. I've read so many horror stories online about out of the box damaged product being replaced with refurbished ones that I have no idea what to expect. They rep keeps assuring me it will be a new system but this guy seems to be working put of a pay phone in India, I can literally clearly hear motorcycles and cars non stop in the background, this giy has no clue what Dell will actually send me. Can I get some help please, Is there any US based customer service or escalation team I can speak to and get things expedited.
DELL-Cares
Moderator
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July 16th, 2024 04:29
Hi,
I've replied to your message through PM.
Chino de Oro
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July 16th, 2024 05:16
It can not be your work computer if it is defective. You will be better off returning the defective unit for a refund, then placing order for a new system.
Chris7552
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July 30th, 2024 13:18
<Do not start multiple threads. Moved this to your original complaint thread. DELL-Admin>
Exchange team dodging me for over a week on defective R16 returned to Dell. Long story short, placed an order on June 28th for a top of the line Aurora R16, the device was received defective, after a week of back and forth with Dell about the return process ( they wanted to charge my card another $4,000 dollars to ship replacement first) ridiculous, but anyways after a week I caved and sent the defective device back to Dell. The device was received on July 19th and as of today after a week of the device being on Dell's hands, the rep assigned to my case has 0 updates, keeps changing the story every time I inquire about it, after a few exchanges I understood he has no power, to inquire, resolve, escalate or anything, his job is basically apologize until the new order number for the exchange is generated. Whether that's gonna take 2 weeks or a month who knows. Hopefully I can get some actual help here in the forums, to ruffle some feathers and dig around this issue.
(edited)