Complaint Description:
Purchased a Certified Refurbished Laptop, When Recieved It had Broken Internal Wires, Missing Screws, and Stripped Screws that screwdriver can't be used I recieved this laptop on May 7th, called on May 9th, to complain about Quality of Laptop. Requested to return laptop, recieved email from Jonatth De_Guzman on May 11th offering me a replacement laptop. Email Case # 27521580.
I again recieved an email from Jonatth on May 13th (Service Request #1051483117), stating he would call and speak to me on the phone, we spoke. He told me NOT to return my broken laptop, until I recieve my new laptop, and there would be a shipping label with box for my return. Johnatth said i would recieve a new laptop on May 15th, and he would call me to confirm I recieved it. Johnatth never called, and i never recieved a replacement laptop.
I again filed a complaint online (Outstanding Issue KMM96713723i57L0KM). No response from dell... I then recieve another email from Jonatth on May 18th (SERVICE REQUEST # 1051483117), He states it will be another 3 to 5 days for new laptop to be built. I tried to call Jonatth on May 21st, to see what is going on, i was unable to get in touch with Jonatth, so i spoke to another person, after finishing my conversation with this person i asked to speak to a manager, it was hard to get this person to let me speak to a manager, i had to ask at least 5 times.
I then spoke to a person who said they were a manager, they informed me that, they had put a request in for a new laptop to be built on May 18th, and it would then take 11-15 days before i recieved it. I told him why hadn't Jonatth said this to me, Jonatth told me i would recieve a replacement on May 15th. The manager also told me that he would have Jonatth call me.
Again Jonatth never called me. Today May 23rd, I check my email and see an email from Jonatth stating that Dell will NOT replace my broken laptop, and i have to have it reutrned to Dell within 30 days from the time i placed my order (May 5th) or Dell won't refund my money. Of course i try to call Jonatth but it is a Saturday, and am unable to contact him. I send an email to Jonatth, and get an automatic reply from his email that he is now out of the office on paternity leave, and he won't have access to his email.
Dell has given me the run around through this entire process, I have spent over 10 hours on the phone with Dell since recieving this broken laptop. I have spent at least 2 hours typing emails to Dell. Dell has recieved my $1706.21 for this laptop, electrical cord and bluetooth chip, but Dell is unwilling to resolve the issue with their consumer. I have written many emails to Dell, I have written 3 times to Dells unresolved complaint department, and not once has anyone from Dell tried to resolve my issue.
Dell should not be allowed to sell products as Certified Refurbished, when they have stripped screws, missing screws, and broken wires inside of them, claiming it is certified refurbished. I have been unable to use the laptop, i was instructed by Dell not to turn on, due to the broken exposed wire. Bought May 5th Recieved May 7th? Called twice on the May 9th for help from Dell - Instructed Not to use laptop-due to broken wire Return Request-KMM96520578I57LOKM-May 11th Service Request-1051483117-May 13th Return Request-KMM96661974I57LOKM-May 14th Outstanding Issue-KMM96713723I57LOKM-May 15th Service Request-1051483117-May 18th Service Request-1046528863-May 21st Service Request-1051483117-May 22nd Outstanding Issue-KMM96984076I57LOKM-May 23rd I may of missed some information in this complaint, but this should cover the issue ADDITIONAL DETAILS: Account Number: 101912177 Order Number: 735753661
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