Complaint Review: Dell - Hopkinton Hopkinton, MA

I purchased a workstation laptop in Jan. 17, 2018. I was having some technical issue trying to solve online it with their technical support. sometimes, they requested me to send back my unit to DELL to fix the problem. I finally sent it back to DELL around 6 times. each time I face a new problem, or dell forget to fix a problem I already mentioned to be done. Recently, they sent a technician to my home to fix a palmrest problem. when he opend the Unit, I was talking to him about the hardware in my unit. He told me the hard-drive is not matching the one as per the contract, and that the one I have is cheaper. he added that some screws are damaged. finally he could fix the palmrest problem. I told him to mention everything in his report to Dell. I also send to the person in charge who is following my case within Dell (?Technical Analyst | Client Resolution Expert Center Dell EMC | ??Commercial Advanced Technical Solutions) what the technican told me. I received an email from "The Technical Analyst Dell EMC" saying that they will send the next day another tecnichan to solve the problem.

I replied to him, no need to send one. it is enough problem i already had with this Unit. next day, the technician came to my house, and found more pbroblem when he opened the Unit (wifi connection damaged, screws missing, harddrive connection damaged). He added that he is sure that he will find more damage if he will go deeply...and that he will report all that to Dell. So he did nothing. during my chatting with Dell EMC, i told them that my unit is working well, and that the only issue that i am having is the it is slow than before, and that i am facing some drivires problems, in addition to the palmrest that they fogot to fix... that is all. i was not aware at all of what is inside my unit, and i didnt know that things will go in that direction. all what ia m asking for is aproper unit. I will add below the reply from EMC ( i think that they accuse me doing all that damage, that is what i undersatnd from their email): Good Afternoon Maher, I have received the final determination to the investigation that I submitted in regards to your previous depot service, and the request for compensation and a system exchange.

Your request stemming from your experience as well as the missing hard drive, were unfortunately denied. The justification to this denial were based off information reported by the depot. Your unit was ordered with a NVME drive as well as a 2.5 SATA drive but when the unit was sent into the depot; only one drive was documented to be in the system. The drive that was reported in the system upon doing their standard intake inventory was the NVME and the serial number of the drive was scanned in as such. When they decided to replace and reimage the drive the replacement drive’s serial number was also documented and matched a NVME drive and the Operating System was installed on that drive while in the custody of the depot. When we send a unit to the depot we make sure that we scan in, as well as scan out, all parts that arrive with the unit and are replaced to ensure accountability of our technicians. Additionally, when I remoted into your unit I noticed that the operating system had been installed to the 2.5 hard drive in your system two days after you had received the unit.

Since the unit had been reimaged at our depot this raised a discrepancy in the information provided given your unit was not only reimaged but tested before being sent back to you, thus the installation date for the operating system should have reflected a time period when the unit was at the depot. The additional information that you provided in regards to you testing your unit the day you received it did not match up with the timeframe. When the technician went onsite for the first time to repair your unit they did not document any of the damage that you mentioned upon the second visit. With the only notation being that the palmrest was slightly elevated and did the missing drive which is what prompted this investigation. There was no documentation of missing or stripped screws at the time of service. Due to the outcome of the completed investigation, your request has been denied for any form of compensation or system exchange. ----------------- Anyway, I have canceled the monthly payment. And I still keep the workstation laptop with me, until they pay me back what I already paid for them. They are sending me letters by post that I have to pay them, and that they can't access anymore to my bank account. I will not pay anymire a penny from my pocket for something damaged. I wrote a complaint on BBB website. Dell refuse to answer back my complaint. The case is closed with no answer from Dell.