Unsolved
2 Posts
1
578
October 20th, 2020 23:00
Inspiron 14 5485 2-in-1, Costco, warranty expired
Hi,
I was on the phone for 2 hours yesterday. My calls were dropped at least 3 times. Got transferred between technical support and customer service countless times. No one was able to help me and kept pushing me off to the other side. Everything started with a loose key cap on my Dell Inspiron 14 5485 2-in-1. I got this unit from Costco about 1 year ago but it HAS NOT been a full year yet. But technical support refused to help me because they claimed my warranty has already expired. They said something my service tag is on asset block (whatever that means). Then they told me I had to deal with customer service to get the asset block unlock, so they transferred me to customer service. When I explained the situation again to customer service, they said technical support has the ability to help me and transfer me back to technical support. Really, who do I need to talk to? Which department can help me? Why is this so complicated? All I want is to get this loose key cap fixed.
ExcelAPM
2 Posts
1
October 26th, 2020 18:00
What is going on with Dell? When I first called for help more than a week ago, I was being thrown around, back and forth between Technical Support and Customer Service on the phone for more than 2 hours. Both side kept telling me my issue wasn't their responsibilities. So I felt helpless and frustrated for wasting more than 2 hours and posted something here last week. To my very surprised, I was reached out by Dell Customer Service via email. They worked with me and told me I will have to reach out to Costco for a piece of info which I did. Costco representative even called back Dell Customer Service to get things straight out for me. I later followed up with Dell regarding the situation and they asked us to submitted my invoice for the second time. But then out of the middle of nowhere yesterday, the ticket was closed without any updates or further response. More ironically, they sent me a customer experience survey. Are you guys for real? All I want is to fix a key cap fallen from the keyboard. They laptop was never dropped. The key cap technically wasn't broken. The issue was more a wear and tear. The key cap just wouldn't stay on the keyboard. And because either Dell or Costco messed up my purchased date of my laptop, fixing that piece of information is harder than building a custom loop water cooling PC. I submitted my invoice twice, Costco representative reached out, what more proof of purchase do you need? I have been a Dell customer for almost 20 years. My first Dell was an Inspiron 8100.