Update = After completing troubleshooting, a DELL-Cares agent setup a system exchange.
On April 22nd I received a damaged computer (one letter of the keyboard wasn't working). I immediately called Dell and they granted me a replacement. I HAVE NOT RECEIVED THE NEW PRODUCT YET! I have contacted Dell several times (more than 5 phone calls of more than 1h each). Each of the customer service agents answers differently to my request. They have even tried to say that I was now "out of my warranty" and couldn't "ask for a replacement"... EVENTHOUGH I HAVE BEEN GRANTED ONE MORE THAN A MONTH AGO! I am very disappointed and feel disrespected by Dell and its Tech Support. I have been in limbo for 32 days.
Laptop replacement limbo