The purchased warranty was 1 year collect and return service, no onsite service. Due to this purchased warranty, DELL-Cares will only send you a waybill via email. You have to use the originally shipped box to send the Inspiron G5 5000 to the Dell Depot. If you discarded the box, you will need to purchase a box and shipping material locally.
On June 29, 2021 I raised a ticket with Dell in regards to an issue I had with an orange light being present upon bootup. This first issue was within the first 30 days of me taking delivery of the product. It took a Dell representative – via WhatsApp twelve hours to reply to my request for technical support. When Dell’s representative answered me, I sent a video of the issue I was having with the white and orange blinking light. I was taken through some basic steps and them promptly ignored. The issue still remains and has since gotten worse. My in warranty Inspiron G5 5000 is now completely unusable. On February 4, 2022 my issue got worse. I immediately contacted Dell’s Technical Support via Whatsapp. I was taken through troubleshooting steps and was told that the faulty machine would require a motherboard replacement. I was told the device would need to be packaged and sent to a Dell depot for this repair. I request a box so that I could appropriately package up the faulty desktop for transport. I was told I would receive a box. When I was called by a member of Dell’s customer service team regarding pickup of the Inspiron G5 5000, I informed him that I was supposed to receive a box. He informed me that his colleague, the person that booked me in for faulty desktop pickup, must have ticked the wrong box and that no packaging would be coming. The person I spoke to on the phone stated that they were unable to get a box delivered to me and that I would have to cancel the delivery and start the process again. I was also informed that he was unable to start this process for me over the phone and I would have to talk to a different department of the customer service team. I was very unhappy about this and he laughed and apologised. Since then, I have had nothing but trouble trying to get this faulty and now totally unusable desktop back to Dell for them to perform the needed repairs. Everyday I speak to the Customer Service Team via Whatsapp and they tell me they are ‘awaiting information from the engineering team’, and ‘ we will receive more information in 24 hours’. This is never the case and I feel as though I’m stuck in an endless loop, never getting anywhere. I'm sick of dealing with this issue and feel as though I'm just going around and around in circles with the very people that are supposed to be helping me. I've tried calling and chatting via Whatsapp and I keep getting the same response: wait another 24 hours. The device wasn't even a month old when I started having problems; I received the device on the 15th June 2021. The desktop doesn't even turn on now. I've potentially lost all of my data and I'm very upset with the overall experience.
Inspiron G5 5000, broken, service issue