Update from September 9, 2021 =Hi, our records indicate the repair is now complete. We hope the issues you reported have been resolved. We will be closing this case for now. Feel free to drop us a private message if you need any further help.DELL-Cares
The ethernet on my 10 month old Aurora R11 went out. I called in on Aug 20th about it. The person I talked to was very helpful and did everything he could to try and make it work. He ended up making a work order to have a technician come out and replace the motherboard, scheduling it for for Aug 24th. It ended being delayed and I was told it would now be the 25th. Then I received conflicting dates from email and text messages so I called in to confirm what day it would be and I was told it would be the 25th. So I took the 25th off from work expecting someone to be there. No one called, no one showed up. I find out later that the day got changed yet again. I'm off labor day week so at this point I'm hoping that if the tech calls I can arrange to have someone come out sep 7th. I don't hear anything for awhile and check my email only to find a customer experience survey from Dell. I check the status of the work order and see a message that on aug 31st at 4:14 am the work order is complete. Again, no one contacted me or even came out, how can it considered complete? I call back in again on Sep 1st and explained to the person on the phone everything that happened. He makes up another work order for me with a due date of Sep 3rd. And of course Sep 3rd comes  and a text message comes up on my phone that there will be a delay. I receive an email today that pushes the new due date back Sep 10th (so much for hoping for Sep 7th). At this point I'm beginning to see a pattern here with the next step leading to the work order being closed and no one showing up to fix the problem ... again...  so I sent a message to the agent that this is now just a waste of time and to just cancel the order. With the exception of the two people that made the work orders, this has been a frustrating experience. Nor do I get what is going on that causes such a fiasco. Incompetence? Indifference? At any rate I went and got a usb ethernet because after this experience I really don't care to buy another Dell product again.
Aurora R11, worst customer service