Update = After completing troubleshooting, a DELL-Cares agent setup service. Reminder, the purchased 1 year warranty expires on December 10, 2021.
Hi, I have been trying to get my desktop, which is under warranty, fixed for 6 weeks now. Time and time again I have been told someone would come to my house or ship me a refurbished unit but all I have is a litany of broken promises and missed appointments. After being promised someone would be at our house today and once again getting a no-show, I'm at my wits end. Any advice/instruction on what to do next? I've documented all the communication to/from the help desk below. Thanks. September 6—I call Dell about our desktop computer, which will no longer turn on. A representative tells me a technician will be sent to my house to diagnose the problem and sends me a confirming email afterward. September 7-I receive an email saying the service request has reached the technician. September 8—I receive an email saying service has been delayed due to unexpected call volume. September 16— After not hearing any updates for 8 days I had a 28 minute online chat(I have the chat log) with a Dell representative diagnosing the problem with the computer. This chat ended with the representative stating I needed a new motherboard and a Dell technician would be setting up time to come to our house to replace it after receiving the part within 48 hours. I also receive a confirming email, and then another email telling me a technician will be at our house on September 20. September 17—I receive an email telling me that the service request has reached the technician. September 20—I receive an email saying the part has been delayed by the shipping carrier. September 21- I receive an email saying service has been delayed due to unexpected call volume and then another email saying the service is going to be re-scheduled. September 22—Early in the day I receive an email that a technician will be at our house that and will contact me to let me know and exact time. I never hear from him/her. September 23—I do hear from a technician to diagnose the problem over the phone and he tells me another technician will come to our house to replace the motherboard. September 25—I receive an email confirming the conversation on the 23rd September 27—I receive an email to set up a time to talk on September 28. I’m not clear on what happened here(or if I am not remembering) but there’s been a switch from someone coming out to replace the motherboard to discussing it on the phone again. September 28—I do speak to a representative but can’t answer some of his questions so we agree to speak the next day. September 30—we do not speak on the 29th but do on the 30th and agree that Dell will ship me a refurbished computer and I in turn will ship back the damaged unit. I also receive a confirming email to this fact. October 7—I receive an email telling me that the exchange of computers has been denied. I immediately send the representative back an email and he said he would call me the next day. October 8—A representative calls me but I miss the call. My fault. I do talk to a representative later in the day who wants to re-diagnose the issue. I told him we’ve done that twice already and that I’m pretty sure it’s the motherboard. He speaks to a manager/supervisor and there is agreement that a technician will come to our house to replace the motherboard. I receive an email confirming this plan. October 10—I receive an email telling me this service has been denied. I immediately email the representative back who says someone will call me on Monday during the windows of time I give him. October 11—I did not receive a call during the hours I requested. Instead I received a voicemail later stating I would get a call tomorrow, October 12. October 12—After asking in writing to only be called at certain hours, I receive a call outside of the timeframe I sought. I did answer and was told I was being put on a new list and would receive a call within 48 hours. October 14—No one calls. I receive an email late in the day stating that the parts have been shipped and then another email saying a technician will be at my house at 5 PM on Monday the 18th. October 16—I receive an email stating a technician will be at my house between 8-6 on Monday the 18th. October 18—No one shows up or calls.
Inspiron 3880, awful service, need help