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Exchange problems, no customer service
I ordered a dell inspiron 16, it arrived with many technical problems but the main prominent one being blue screen error. This is unacceptable for a brand new laptop. I rang customer support for help with a refund/exchange and they had no idea what was going on. They insisted they help with the error rather than me exchange. I explained I am not paying LARGE amounts of money for a broken laptop that they try and remote fix. You wouldn’t buy a brand new iPhone and accept a smashed screen. i followed the online video process to exchange and put all the details in. I never recieved a confirmation email about it or next steps. Now when I log in, it’s grayed out and says “not available at this point in the order process”. I’ve rang 3 times, and emailed twice with no response. Phone calls are met with people who can’t understand what I’m saying, and I equally can’t understand them so they pass me around for 30 minutes to eventually tell me to try look for help online. what do I do? Please help, I can’t afford to lose this much money on a broken laptop.
thanks
ejn63
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June 15th, 2024 11:00
Is the system within 30 days of shipment? That's the end of the return period, after which warranty repair is the only option.
ashelaptop
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June 15th, 2024 11:09
@ejn63 yes it was delivered on the 10th of this month. No one will reply to me and on the phone they pass me around and then hang up. I had the service tag number for the exchange and it says ‘completed’ but I have had nothing no emails, phone call or instructions on what to do next. Just left with a broken laptop
ashelaptop
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June 18th, 2024 07:43
I still haven’t received any support or correspondence on this matter. It’s been 5 days and I’ve emailed and rang numerous times. Has anyone else had this issue? Do I need to take it further with citizens advice? I am so worried I will be left with a broken laptop.