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THE Absolute Worst Service I have EVER received
Product: XPS 13 Plus 9320
Date of Purchase: August 24, 2023
Warranty Status: Still under warranty
Issue Description:
On July 7, 2024, my Dell XPS 13 Plus 9320 crashed due to a faulty motherboard and internal SSD. I have paid for Dell's premium technical support, which promises next-day repair services. Here is a timeline of events following the crash:
July 8: I contacted Dell to report the issue and underwent hours of diagnostics, which did not resolve the problem. Dell then set up a service request and advised that a technician would arrive the following day to replace the motherboard.
July 9: No technician arrived, and I received no communication from Dell.
July 10: I contacted Dell, and they informed me that the repair was assigned to a third party and provided a dispatch hotline number. Calling the hotline resulted in an automated message indicating a 17-18 hour wait time. Dell's own technicians were also unable to contact the third-party vendor. Dell then promised a technician would come on July 11.
July 11: No technician arrived, despite Dell's guarantee.
July 12: Dell once again guaranteed a technician's arrival, but no one came.
July 15: A technician finally arrived, replaced the motherboard, but it did not resolve the issue. I was advised that the technician would return on July 16 or July 17 with additional parts to attempt the repair again. The service ticket is now in a delayed state once more.
I have spent countless hours on the phone with Dell, trying to receive the service promised under my premium technical support plan. I have sent numerous emails to tech support, all of which I was assured would be replied to. Guess how many emails have been replied to. ZERO! These are valuable hours, and I have been without a work computer for nine days with no resolution in sight. This situation has caused significant inconvenience and disruption to my work.
I seek a prompt resolution to this issue and appropriate compensation for the lack of service and the inconvenience caused.