Thank you! We have received the required details. We will work towards a resolution. We have submitted an escalation. We urged them to try and get a call to you and service for tomorrow. It's not a promise but it's an attempt to get it done.
I have contacted dell to replace the keyboard one week before and they consent to provide an onsite service to replace the keyboard. However, after they have arranged the service for me, there are two delays in two days. And the email from dell really confused me. I have received an email on 12.16 and it said some parts are not in stock and my service is delayed. But on 12.17 I have received an email said the parts are in stock and they will provide the service on 12.18. However, after that email, I have been notified my service is delayed again. I contacted the dell technical support about this three times and one said just ignore the last email and the parts are in stock but another two agents said the parts are not in stock and I have to wait. My question is how can the parts disappear in dell's stock? In order to let the engineer able to enter the building (Because of the covid19, our building does not allow the external staff coming in), I have asked for the permission to let the engineer in. But the delays force me to change the date of the approval frequently which confused the building management team. Moreover, in order to answer the phone from the engineer in the morning, I have to get up very early. The unfixed date stressed me a lot and I did not sleep well these days.   I hope dell can give out the fixed exact date of the onsite service without any further change.
Unreasonalble repair delay and contradictory emails