Dell & Dell.com
Leased notebook down 20 days, RMA to return system refused

I made a 4 year business lease with Dell on an XPS M1730 Notebook Computer on February 13. I chose a business lease because I wanted their "Next Business Day" service so that I wouldn't experience any major downtime. Within the first 21 days the AC Power Adapter failed. Dell quickly replaced the faulty equipment within 2 days. A few months later, The system failed to boot properly. I contact Dell support and was told it was the hard drive. Dell support directed me to reformat the hard drive where I lost everything. After 18 hours of combined support calls and online support chat, Dell support determined it was the video card. By this time (Sunday night) Dell created a dispatch ticket and I was told the part would ship Monday and a technician would be at my office Tuesday to replace the defective part. After 14 days from when I originally contacted Dell Technical Support with my problem a technician was dispatched (QLX) to replace the part. I was lied to repeatedly every day during the 14 day period about the status of the replacement. Last Saturday the AC adapter when out again. I immediately contacted Dell and was told the part would ship Monday and I would receive it on Tuesday. I waited until Tuesday afternoon to contact Dell again to inquire about the status and was told I would have to wait until the next day to find out. I called Dell again Wednesday morning (Today) to speak to a resolutions specialist to see if I could simply get an RMA to return the system and go elsewhere to buy a product. During that conversation I would told that getting and RMA was not possible and that I would have to honor the balance of 3 years and 2 months on my business lease regardless of how long it takes them to repair or replace defective items on my system. During the same call, I was given a FedEx tracking number on the AC Power Adapter that came later this afternoon.
This morning I spoke with Lucas Pauwels, a Dell Corporate Case Manager to discuss the possibility of returning the product and was denied. I explained that I have already lost 20 days of use since February and in excess of 40 hours time spent talking to Dell Support and reinstalling applications and operating systems to which I can never reclaim. I have submitted a complaint to the Missouri Attorney General's office, and intend to do the same with the BBB.

Company: Dell & Dell.com
Country: USA
State: Texas
City: Round Rock
Address: One Dell Way
Phone: 5129466093
Site: dell.com

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