Urgent : How do I escalate my issue to Dell leadership

During these challenging times of the COVID pandemic, I am a student who is completely dependant on my laptop to attend online classes and placement sessions. 

I need to appear for my placements which will make/break my career in future. I am deeply disheartened and dejected by the DELL support assistance which has failed me in providing a solution to my problem.

 

After contacting DELL support multiple times with no assistance from their end, I had no other option than to  escalate my issue to the higher authorities.

 

I purchased my DELL Inspiron 5567(i5 7gen) laptop on 30th June 2017 with Service tag-<> I paid an additional amount to extend my warranty for 2 more years till 10th August 2020 so that I can get help and support from DELL in case of any issue with my laptop in future. 

 

So the first issue came in June 2020 with my Touchpad and a USB port and I tried contacting DELL for support but I was not able to connect to any of the representatives. It was around 20-22nd July that I was able to connect to one of the representatives and the issue was created which got resolved on 7th August. So it took around 15 days for dell to fix my issue with the touchpad and USB port. For this case :

Service request no. - <> .

 

Since my laptop's warra nty was expiring on 10th August, I was in a rush to get this issue fixed because once I am done with the service then only I will be able to verify within the warranty period whether my system is working properly or not .

 

When the service boy came he discovered that there were some screws missing from the bottom base of the laptop. FYI, the laptop had not been opened since the day I had purchased it from the store but still there were screws missing which implies that the product which I had received from the DELL store was defected. He also discovered that there was a crack in the palm rest and bottom base.

 

So I raised a second request for bottom base, Palm rest and 4 screws for which I attached pictures in the mail regarding this issue on 10th August. I reported this issue through Whatsapp Chatbot because as usual the representatives seemed busy when I tried contacting for support .   For this case :

Case Number : <> .

 

For this issue, the service boy came on 27th August and changed my palm rest and bottom base. During the process he shifted all the components like motherboard, hard-drive, battery etc. from one palm rest to another. He also fixed the bottom base. But he came with only 1 screw though the requirement was of 4 screws. I enquired him about the same. He told me that this is what the company had sent. Even after this service my issue of screws had not been resolved. So I tried contacting DELL regarding screws but they told me that they won't be considering my issue for just 3 screws and advised me to buy from any local shop which I couldn't manage getting even at the DELL service center.

 

Also there was no follow up on my second service regarding customer satisfaction. To mention, I did recieve a call after a week of my first service (of touchpad and USB port).

 

Around 7-10 days later of the second service, I faced some issue with my laptop display .The colours on my screen started fading and system used to get hanged for that duration of 1-2 minutes. Initially this fading of colours was very rare as it came around once in a day and was barely noticable. After 10-15 days the frequency increased and system started hanging frequently and also colours would fade which cause inconvenience in my work. 

At this point, I was sure that there is a serious issue with my laptop and started troubleshooting for this flickering.

 

I searched for this issue on google and discovered some ways of troubleshooting . 

1. Update Drivers 

2. Problem with the hardware 

 

So I updated the drivers of the system but still I was not able to fix this issue. So I tried contacting DELL again but couldn't connect due to the same reason I have mentioned multiple times above.On 23rd September my laptop suddenly stopped working i.e., it was not powering ON and around 24-26th September I spoke to one of the representatives regarding this issue but they said that now the laptop is out of warranty. I mentioned that the issue has occured after my last service itself which was an in-warranty service . I was highly disappointed by their response as I had my exams going on and they said that they won't do anything regarding that issue. I faced many difficulties in arranging another laptop in such trying times and completing my exams. I have tried contacting DELL many times after that but my issue has not been resolved . 

 

It seems that the additional amount I had paid for extending warranty is not worth at all as now my laptop is not even Powering ON and I am not able to do my office work . 

During this pandemic crisis, all my friends and colleagues are working on their systems and it is impossible for anyone to lend me their laptop and I am in dire need of a laptop.   

 

Also I would want to mention that whenever I was able to get in touch with any of your representatives, they were more fixated on the fact that why the issue wasn't reported immediately after the service rather than helping me. As mentioned above, the issue was barely noticeable immediately after the service which was communicated to them on call repeatedly.

 

I have my examinations going on and assignments on daily basis so my first priority would be to borrow laptop from my peers to be able to appear for my exams instead of contacting DELL. Even though I was on call throughout the day trying to address this issue to a represenative but had to wait long hours to finally be able to be contacted by the support team.

 

So I request the higher authorities to look into the matter and take an appropriate action since there is no assistance provided to me throught Dell support team online or on-call.