How to file a formal Dell complaint?

[David_608]

I have no other places to complaint, so put here.

I bought a over $3,000 Alienware 13, new laptop with ProSupport service. A repair took 2 month and now I still don't know the delivery date.

I sent email, and also opened ticket online, used the unsolved care form to seek help, no use at all. I am not blaming anyone who contacted with me as they all did their jobs. Only thing is, an expensive laptop from Dell with additional paid ProSupport, and paid repair, I may not see it work again in my lifetime...

The repair order number is 873993065. This link to check order status, you can see they always change delivery date to one week later, again, and again.

https://www.dell.com/support/orderstatus/au/en/aubsd1/OrderStatus/Order?SearchByValue=873993065&VerifyWithValue=396500919&SearchID=OrderNumber&VerifyID=CustomerNumber&c=au&l=en

What should I do?

 

[Someone Somewhere]

Demand your money back. Say it's not good enough and you're going elsewhere. Threaten to go to small claims court, Disputes Tribunal, whatever your local equivalent is, if they don't either return the laptop to you or give you a full refund.

 

[Shaun o]

In a situation like yours you should always keep calm, screaming and shouting will get you no where so avoid loosing your temper even if it is most frustrating for you !

Basically if you have phoned the support service up or the returns and repair department.
You want to be very clear and precise about what you want, remind them that the laptop has been in the repair shop for two months now, and that you took out the extra cover support with Dell.

Simply tell them two months is a very long time to be without your laptop, and you have no answer or report as to what the finding were to do with the laptop, and if the fault has been diagnosed and repaired.

Quote them the repair order number: And tell them you want the laptop if full repaired returned to you with in a set date.
Don`t let them quote to you what date you will get it, re illiterate that it`s been with them for two months and that the service is pretty damned shoddy.
Stake the person down you are talking too and take there name if you can, and also a contact number for them.
And tell him or her in person you expect the problem to be resolved reminding them this is not just a standard laptop but a $ 3,000 laptop that you have been without for eight weeks or more.

To make it a priority it is returned to you under dells warranty and repair agreement David.
Or you will make a complaint of bad business practices and contract agreements.

Throw the ball in there court to give them a kick up the Ass basically.
If you don`t push them then it will just get left as I can tell if as you say it`s been in the repair shop for two months David.
Have they even contacted you themselves at any point regarding
the status of the repair ?

State again you want the laptop returned to you under the full terms and agreement of the warranty cover fully repaired by a given date by stated by you yourself as said, or you will consider taking them to a small claims court or legal action of some kind.

David, don`t just except some gumph they tell you over the phone be very insistent but calm clear and precise.