Incompetent Dell support

Ordered Dell XPS 13 2-in-1 (9315) laptop online through DELL website  in USA on November 15, 2023. I stay in India and as soon as I received laptop, I observed  touch screen was not working. Pls note along with laptop , I also paid charges for global support. Despite multiple calls and emails to Dell support both US and India ( 15 calls and 35 emails), I did not receive a satisfactory solution. Inspite of multiple troubleshooting , support team could not resolve the issue. I was given false hopes that laptop will be replaced when the parts are available . US team directed me to connect with India Support team and my agony continued. I was also recommended to accept downgraded with very low configuration. No escalations matrix was provided and available in dell site.

After many failed attempts to resolve the issue, the only solution offered was to send the laptop to the US( in spite of global support . When I send my laptop to US, to my utter surprise and frustration, tech agent  resolved the problem remotely(online) by changing a setting in the BIOS which team  could have done  when laptop was in India.

Issue which was resolved remotely was delayed by an incompetent team .The global Dell support team could not fix the issue for six months and I was forced to send my laptop to USA  and incur huge expenses for the transit.

I am extremely disappointed with the support I have received and, especially after purchasing the global support package from Dell. I don’t wish to use this laptop anymore, expecting complete refund of the expenses I have incurred in purchasing the laptop including  global support and transit  to USA.