Refund promised but not delivered

Hi,

My new XPS laptop is faulty. Memory usage is >85% consistently without barely anything running on the machine. The laptop overheats and freezes frequently. It also makes a loud clicking noise. I have spent the last 3 weeks speaking to Dell Technical Support and Customer Care to no avail.

On Friday 14 June I finally spoke to Dell and was offered a return and refund, even though my laptop was ordered more than 30 days ago (the representative spoke to her manager and got an approval). I called today and Dell is refusing to process the refund. Instead they are trying to upsell me hardware that I don't need. I would like to file a complaint about this horrendous experience.

Best,

Evis