Inspiron 15 3530, complaint, onsite service fail, escalation

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I wanted to contact Dell to advise of my horrible technical support experience on Wednesday, September 10th, 2025.

I originally purchased a Dell Inspiron 15 3530 on April 24, 2025 via your website. That experience was wonderful.  

In late August 2025 I started to notice that the charger that came with the laptop was failing to charge the laptop. I would have to remove the charger and put it back in to get the charger to work. Sometimes this would work other times it wouldn't charge.

I contacted your tech support number on September 5th try to get support for the issue. I worked with a support agent, and she did the troubleshooting including running the Dell Support Assist app to try to run tests. After this did not fix the issue the agent advised me that they would have to send out a Technical onsite service person to continue with fixing the issue.

I was told they would contact me via email to advise of the scheduled date. I received notification that the tech would be out so I had to reschedule because I needed to advise my employer that I needed to work from home to meet the Dell service person. The appointment was set for Wednesday, September 10th between the hours of 9am-6pm.  

I am a government contractor. I charge $98 an hour for my work.  I do not get vacation pay, so If I don't work, I don't get paid. So I waited for the Service tech. I kept looking at email link that had the service tech's updates and didn't see any updates other than the appointment was scheduled on Wednesday from 9am-6pm. At 11:50am I called your support number to try to get an update on if my appointment was still set. The IVR gave an option to send a text with a link to try to get the most recent updates. The link in the text was the same link as the email with the service information. There was no updates.

At 4:12pm I received an email from Dell indicating that the appointment was now scheduled for Thursday, September 11th from 9am-6pm. I was shocked that I would get an email at the end of the day with no explanation on why my appointment was rescheduled. I contacted the support number at 4:16pm to try to speak with a live person on why the technician would not be coming.

The agent said she needed to put me on hold to investigate. She said it would only be 3-4 minutes. I waited for over 13 minutes on hold. She finally returns and says the reason it was rescheduled is because your Service tech said that they tried to contact my phone and could not get a hold of me. 

I was very upset because I answered all of my phone calls including SPAM calls. I told your agent that the Service tech never called me and wanted to escalate my complaint. She then put me on a long hold again. She then came back and said I could call the Service tech's phone and relay my complaint to him. I was surprised that the agent wanted a customer to contact a Dell Tech contractor instead of her escalating my complaint.

I advised the agent I would not be calling the Dell tech contractor because that was not my job. After a while she said she needed to put me on hold to get the complaint escalated. She came back and said she called the Dell Contracting company and the office was closed. I advised her that I was told to wait until 6pm. Clearly if their office was closed before 6pm it makes sense why the Service tech was not coming to my appointment and the reason for his lie about me not answering his call.

I asked her to let me speak to a Supervisor or Manager. She transferred me to a supposed Supervisor. As I was explaining my complaint the person hung up on me. I then tried to contact a support agent via your online chat option. I was once again told to hold why they researched my complaint. I waited well over 6 minutes with the chat agent. I explained that I wanted to escalate my complaint and he never returned to the chat. I called your Tech support number once again at 5:22pm and asked how I could escalate my complaint to the corporate office. The Technical support agent said he couldn't give me that information. I asked him to transfer me to a new sales agent. I did this to try to get help in escalating my complaint. He asked what I was going to buy before he transferred me. I told him it was not his concern then he said the department was closed. I then hung up and called the Dell Sales number.

I spoke to a sales rep and explained I needed to escalate a complaint to Dell corporate and explained briefly the issue. The sales agent gave me this email address.

I have now taken two days off for this issue. I want to know how I'm going to be compensated for taking 2 days off without pay.  

I would appreciate any assistance with this horrible experience.

Thank You