Update December 18, 2020 = DELL-Cares agent setup a system exchange.
This is a long story, so buckle up! My Dell laptop’s hard drive and battery suddenly broke, and I set up a service request to repair my laptop under warranty. I have done a service request through Dell a year ago, and had a positive experience then, and was informed it should take only 7-12 days, so I made another one. This was back around October 27th. My laptop was delivered to the Depot center (where my laptop should get fixed) around November 3rd, and on that very same day I received an email saying that there is a “Backlog Impact”. The email also said that there are unexpected delays and that they will update me with more information on when my laptop will be fixed at a later date. I know we are in a pandemic right now, but this email was sent to me over 25 days ago, and there hasn’t been any other communication from the depot center since. I figured I would wait a few weeks, then call Dell Tech Support. I called them this past Tuesday, and was told they put something called an “Escalation Ticket” on my Service Request, and that I would receive a call from the depot center in 24-48 hours. I waited 3 days (since Thanksgiving was recent), with no call from the depot center. I then called Dell Tech support AGAIN today, with no help. I was told that there is still no estimated ETA on when my service request will be completed and that the whole process may take a total of 30-45 days. This means I have to wait at most another 15 days. I am extremely frustrated, unhappy, and have no clue what to do now. I feel like if I call back after another 10-15 days, I will be told to wait some more. I really need answers, as I need my laptop back since I have been barely scraping by going to school online with what I have at home. What do I do now?
Service Request Taking Over 30 Days With No Answers or Communication