21st September 2022 - UPDATEI spoke to Dell Customer Service for nearly 50 minutes on the 12th of September. I was assured that all the issues I'm experiencing would be resolved, and that the particular customer service agent would take care of it personally. He assured me I would be sent by email all the details necessary to proceed in sorting the issue of having two laptops that are not fit for purpose!!! Today is the 21st of September, no one has contacted me in the 9 days since I spoke to the Dell agent........... WITHOUT DOUBT THE WORST CUSTOMER SERVICE OF ANY COMPANY I HAVE DEALT WITH.I've been acustomer of Dell's since 1987. Since then personally, and through various companies, I have purchased 17 Dell laptops. My experience up to purchasing a new Dell XPS 15 9520 on the 18th of May this year has been exceptional. The new laptop was delivered end of June, and that's when things went down hill!!! The new laptop developed hardware issue. I contacted Dell support who did what was expected, and had me run through the various fixes without success. It was determined after a couple of these calls over the course of July that I would require a replacement motherboard. I received an email from Dell on the 3rd of August that the service engineer would visit on the 4th of August. I took the 4th of August off to ensure I would be in for the service engineer. At 2.00 pm or thereabouts the engineer called and said that the motherboard hadn't come in yet, and that he would reschedule for the following day, so I took another day off. The next morning I received an email and a message from Dell saying the engineer would now be onsite the 31st of August!!!!! Nearly a month after initially scheduled. I rang Dell support, and was told by Dell support that the engineer was sick which is why he couldn't make the original appointment!!! As I had spoken to the engineer directly, and he said he didn't have the part, it obvioius someone in Dell was lying....I raised a complaint with Dell and spoke to a supervisor and explained everything what had occured, he to give him credit was apologetic, and did organise a new on site appointment with the engineer for a couple of days later (another day off!!!!) The engineer came on the appointed day replaced the motherboard. His efforts were faultless.Sadly the new motherboard didn't solve the issue, so it was back onto Dell 'Premium' Support Service once again. After a number of calls, transfers, and many conversations with the underlying tone I didn't know what I was talking about, it was agreed a replacement computer would be dispatched. Again I spoke to a Dell 'Supervisor' to voice my dissatisfaction, and recived the same stock answers.I then received an email confirmation from Dell confirming the replacement computer, followed by a second email giving me an ETA of the 16th of September, and a collection date for the original laptop for the 21st of September. However the replacement arrived early. Thankfully during this time the original one is operating at a level which is allowing me to do the basic tasks to run my company. I started setup the new XPS 15 9250, but moments after starting the process it was obvious that this laptop was suffering from screen failure issues which ended any chance of completing a setup. The normal support advice just proved the fact.This morning I again contacted the Dell ' Premium' Support Service............... quite the misnomer of a title!!!! After a very lengthy time on hold, I eventually spoke to a customer service agent. I gave him my details 'Premium' Service number, Tag # etc, for both laptops. After about 20 minutes, he told me he couldn't help me, and he would transfer me to warranty. Went through all the details again, and 15 minutes later, was told sorry I can't help you, and will transfer to the person who can........ Customer Support!!!! Yet again, I went through all the details, and guess what....... I was told by the service agent that they would send a replacement, but I would need to return the original laptop (which is partially functioning) before another replacement will be dispatched ( 2 weeks possibly), once the laptop had been received by them.I did explain that I wouldn't be returing the original laptop, I would be returning the replacement which dosen't function as I need to work, and I can get by temporarily . I was told this wouldn't be possible!!!!! So again I asked to speak to a manager/supervisor. I'm now awaiting a call within a two hour window to try and get a resolution to this problem of not having a laptop fit for purpose.As someone who has been a loyal customer and advocate of Dell for over 25 years I'm bitterly disappointed and angry. As of this moment I will never use them again. The support has been the worst customer experience in my dealings with any company.
