I purchased a laptop (Inspiron Workstation) from Dell for my business Mid December 2024. It was a custom build. I received the product on 12.30.24. on 1.4.25 the screen started flickering and it was determined the motherboard needed to be replaced.Dell's first offer was for me to pack it up and return it to them for repair - depsite the "Pro" support included in the purchase. I had to insist on the On site repair.The repair person came and replaced the motherboard. The very next day I discover Window's is gone. I was not able to install it even with the technician's assistance. I asked for a replacement. They hesitantly agreed and never even offered a loaner computer.Two weeks later the product ships on 1.20.25. When the product did not arrive as scheduled, I began calling and emailing Dell to find out what the status was since they are the shipper. NOTHING.I reached out to Fedex and after a few attempts I learned the product was lost. I then reached out to Dell to let them know the product was lost and the claim needed to be filed by them.As of today - nearly one month after a brand new custom build computer failed - I am still without a computer and Dell has over $3,500 of my money.Currently "waiting for approval" of a new computer to be built for replacement.I've used Dell for several years and was almost always happy with the product, but after the experience with their version of "Customer Support"....I will certainly look for other options before ever purchasing from them again. The customer service representatives lack following up and merely provide standard reply's to follow up initiated on my end.We are sorry for the frustration, we understand your position.....I don't think they do. If they did....perhaps they would put forth an effort to genuinely resolve issues instead of hiding behind email.Dell Customer Service representatives do not not have direct telephone numbers for a reason. They don't want to service their customers when customers need them, they want to service customers when it's convenient for them.Never again will I purchase a Dell product. Horrible, horrible experience.
