Broken Christmas laptop = a sad kid and frustrated parents

I’m frustrated beyond my limit with support on a new G15 5525. First, your policy of starting the warranty period when a laptop is shipped and not when it is received or, like most online resellers, after Christmas. Then when the present is opened and actually used and we find a problem your support and Customer Care folks waste time and don't return phone calls such that the paltry warranty period has expired!

Customer Care claimed to be shipping a new power supply hoping that would be the problem back in January. I'm STILL waiting for it. I got a few emails saying it was delayed; OK some things have supply chain issues. But its been over a MONTH since we first started calling about this problem. The last email I received said the replacement part would be here last week. Obviously not. I’m ready to start airing dirty laundry on social media.

As an example as I write this I'm on my second phone call of the day and the guy at Customer Care has put me on hold for 21 minutes so far.

frustrated up to here

Jabberwo

Responses(3)

DELL-Jesse L

Moderator

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17.1K Posts

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February 21st, 2023 02:00

Update = Resolved After completing troubleshooting, a DELL-Cares agent setup service.

DELL-Cares

Moderator

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25.9K Posts

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February 13th, 2023 10:00

Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.

J

jabberwo

2 Posts

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February 14th, 2023 09:00

Timeline of events

25 Nov, 2022 bought G15 laptop from Dell website
5 Dec laptop arrived sitting on our doorstep with no one home -- luckily no porch pirate saw it.
5 Dec, probably if not the 6th, opened box, verified it turned on, activated Windows and then put it back in the back for later wrapping.
25 Dec kiddo freaks out over her new Christmas present
Sometime before end of year daughter runs out of power on laptop and plugs it in and tells me a couple days later its not charging. I see the cord does not appear to go in all the way so take it out and use the magnifier app on iPhone to get a good look at it.
3 Jan, 2023 talked to tech support and told they couldn't help and we needed to talk with Customer Care. The support person, Sheena, gave me and said she would have Customer Care call me back in 1-2 days. Never happened.
11 Jan I called back and again was told I needed to talk to Customer Care; got there number and called them. They opened and said a new adapter would be sent. I received an email later that day saying the order was confirmed.
13 Jan and
26 Jan and
1 Feb I received emails on saying the shipment was delayed. The last email said it would be here 9 Feb. That never happened.
12 Feb called Customer Care again. This time was told the power adapter is no longer a shippable product. Say what? That's what he said and that in the next 1-2 days he would call back with information on a new replacement.

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