To start, I received a brand new laptop that had a bad keyboard right out of the box (12/11/2019). I used the laptop for a couple of days to see if the issue would have much of an effect on my performance. It turns out, when the "2" / "@" key does not respond to keystrokes consistently, it becomes a problem. So, I contacted support to get this resolved (12/13/2019).
Instead of offering to send a new computer, I was given the option of either mailing my computer in for repair or having a technician come to my house to repair it (I got the pro support, but I wouldn't trust Dell's repair technicians again). Not a great start, but I presumed this should not be a difficult fix.
Then, I find out that essentially the entire laptop needs to be moved over to a new palmrest/keyboard, from all of the major interior components to the display to even the power button. I had my reservations and even expressed them to support, but I was advised this was the best course of action to take. So, I agreed. I was starting with a brand new laptop, and if things go according to plan, I would then have a rebuilt laptop. Just what I paid for, ha.
I set up an appointment for 12/16/2019 to get the issue resolved and set aside the entire day to be available for the repair technician. He came in, removed the bottom of my laptop, removed the replacement product out of the box, and then realized that Dell sent the wrong product. This day was already shot, and now I have to set up another appointment to get my laptop fixed, and set aside another full day.
On 12/19/2019, a different repair technician came for this second appointment. He came with the new palmrest/keyboard unit, as well as the wrong keyboard that was sent for the first attempt. I had to initially explain to him why we would not be using that first product that was shipped. After that exchange, I was a bit concerned about whether he had done this type of work on a laptop before. He then spent several hours at my house, taking the bottom off, putting the bottom back on, taking the bottom off, putting the bottom back on, and repeat. This included a time when the display cord was sticking out by the hinge after he screwed the bottom on, and instead of taking the bottom off again, he initially tried to pry it back in with a screwdriver. At last, he decided to give up when he turned the laptop on and it said the hard drive could not be found. After being here for a few hours, he was at his breaking point. At one point, he told me he believed the new palmrest/keyboard may be defective and that Dell often sends out refurbished parts for repairs.
So, the repair technician called the Dell Support line for technicians and told the representative there was not anything more he could do. He had seemingly tried everything and nothing was working. There was something amiss. After a short conversation, the technician handed his phone over to me to talk to the Dell representative, who then told me I would need to send my laptop in for repair. I emphatically told him that was not acceptable. This was a brand new laptop that was already just essentially rebuilt. I was not going to accept what was going to amount to a refurbished laptop. I was sent a defective product which was rendered unusable after their repair technician tried to fix it. The representative then said he would be willing to order me a replacement and that someone would reach out shortly and that I can expect a new laptop in 7-10 business days. So, after this mess, I actually had to advocate for a new laptop to be sent. On top of that, 7-10 business days is not a short amount of time to be without a laptop (note: it took longer).
I expressed my displeasure with my experience in an email to support that same day on 12/19/2019. In it, I also expressed concern with sending back the laptop with the SSD in it, as I have sensitive information on it (attorney-client and other confidential files). No one responded to this email, ever. I know it was received because that was the message replied to when my designated support representative, Stephanie, stated she noticed I had received "assistance" from Daniel while she was out of the office. I am not sure who Daniel is, as prior to that email I received from Stephanie on 12/23/2019, no one reached out to me after the conversation I had with the Dell representative when the repair technician handed me his phone. Maybe that was Daniel; I did not catch that person's name.
It was not until 12/24/2019 that I received notice that Dell put through the order to have a new laptop sent to me. Thank you for the prompt attention (sarcasm).
The new replacement laptop finally arrived on 1/13/2020. I again expressed my displeasure to support in an email similar to this review, and gave them a chance to try to make this experience right. The response was "I am very sorry the original system didn't work out."