Dell Customer Service
Defective replacement motherboard and weeks without a computer

My motherboard went on my Studio XPS 9000 recently. Repairman obtained replacement from Dell in about 7 business days. Problem was it was defective. He called Dell to discuss return and replacement, but was put on "hold" and did not get reply. So I called Dell and, after about 2 total hours on the phone with India and countless transfers to the "right department", finally found someone who gave me a return label, but not replacement number. Sent e/mail to Mr. Dell and one board member - within a day received a call from "corporate customer service" - really just another rep from India assigned by Dell to handle corporate complaints for Mr. Dell. Have been working with him for about 2 weeks now - repairman ordered part again. Low and behold this new rep informed me last night the order shows as "canceled" and he needs to contact order management. Also told me Dell doesn't maintain inventory for parts if no problems are noted, rather they produce and test if requested, then send out. Been without computer now for 2 1/2 weeks, unacceptable! Rep won't even confirm they will over-night replacement for me in spite of these issues. What is going on with Dell???

Company: Dell Customer Service
Country: USA

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