Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.   Update December 8, 2020 = A DELL-Cares agent setup an Exchange Request. Standard Dell Policy =* There is no compensation beyond the stipulations stated in the purchased warranty* There is no compensation due to a backlog of parts from the manufacturer* All system exchanges after the first 30 days will result in a refurbished/used system exchange
I am devastated with what Dell has been doing for the last month+ with support.  I have a laptop that I purchased an upgraded warranty on that includes next business day support.  I placed a service ticket with them at 9am on 11/4, to which they concluded it is a failed hard drive and needed to be replaced.  It is now 11/30 and there isn't even so much as an ETA or an explanation on what problems they are having with delays on getting the part. It is a normal laptop hard drive, not some ultra rare proprietary device.  One could go on Amazon right now and get one same day or next day free shipping.  I tried talking with support, using their case email, none of it has helped.  They completely disregard and don't address anything I write and refused to get me a refund on the purchase, replacement or any compensation whatsoever, not to mention still haven't fixed the problem.  The reality is they value the business from me and my 200+ clients and 20 year IT career less than a couple hundred dollars it would cost to get a hard drive.  I can't believe they would treat people this way. I'm told this is happening to lots of people for a large variety of products, so I can't be the only one.  I see other people post here with similar issues with only a canned response that doesn't address the problem or give a resolution.
Unprecedented Epic Failure