Appeal regarding Laptop issues and lack of resolution plan

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July 29, 2025

Dell Customer Service Executive 

Dell Technologies

Dear Dell Executive,

I am writing to express my profound dissatisfaction and escalating frustration regarding a persistent and unresolved issue with my Dell laptop, under recent Dell Case ID. This problem, primarily related to Wi-Fi connectivity and system startup, has plagued me since I purchased the device three years ago.

Despite numerous repair attempts—both onsite and mail-in—and the replacement of multiple key components, including the wireless card (four times), motherboard (three times), SSD, speaker assembly, and LCD, the fundamental issues continue to resurface. The Advanced Resolution Services team, specifically Surendra Raj and Neubert Peters, has been involved, and while I appreciate their efforts, their process has not yielded a permanent solution. I have spent countless hours troubleshooting and coordinating these repairs, which has significantly disrupted my work and personal time.

For your convenience, here is a summary of the repairs performed:

 * April 11, 2023 (Onsite DPS # ): Wireless Card replaced.

 * September 14, 2023 (Mail in DPS # ): Wireless Card replaced.

 * May 29, 2024 (Onsite Service DPS # ): SSD with Image replaced.

 * June 5, 2024 (Onsite Service DPS # ): Motherboard, speaker assembly, and Wireless Card replaced.

 * November 14, 2024 (Mail in DPS # ): LCD replaced.

 * June 7, 2025 (Mail in DPS # ): Motherboard, Wireless Card, and DC In cable replaced.

 * July 10, 2025 (Onsite service DPS # ): Motherboard, Wireless Card, and SSD replaced.

Since the last repair/replacements, I'm unable to startup the device. Now your team is again requesting to send it to the local depot for the change of motherboard. 

My primary concern is the lack of a clear, definitive resolution plan. It appears that the current approach is to continually replace parts without effectively identifying and addressing the root cause of the problem. This endless cycle of repairs is not only incredibly inconvenient but also unsustainable and a significant drain on my productivity. Each repair attempt brings temporary relief, only for the issues to re-emerge, leading to further downtime and lost work hours. I have communicated my exhaustion with this process and my lack of confidence in continued part replacements to the Advanced Resolution Services team. I explicitly stated my unwillingness to proceed with further services unless a senior-level decision-maker from Dell could provide a binding assurance of a permanent resolution. My requests for such escalation and a comprehensive system analysis report have gone unaddressed. If the Advanced Resolution Services team, which operates on behalf of Dell's Corporate Office, is unable to provide a permanent fix for this recurring issue, I need to understand what recourse is available to a customer in my situation. Where should I go when the designated "Advanced Resolution" team cannot resolve the problem? I urge you to intervene and provide a concrete path forward that moves beyond repetitive part replacements. I seek a genuine, lasting solution to this chronic problem, or clear guidance on how Dell intends to compensate for the significant inconvenience, lost time, and frustration I have endured over the past three years.

I look forward to your prompt response and a tangible plan to finally resolve this matter.

Sincerely,

S Chowdhury