Lack of Customer Care

How does one raise a formal complaint with Dell? Is there a Customer Care team that I can contact? 

In May I bought a Dell G16 7630. Every time I restarted it, it crashed and I had to hold the power button to get past the Windows login screen. It's fine after a shut down, but a restart causes a consistent crash, accompanied by the Windows sound notification for hardware being disconnected. Tech Support arranged for my laptop to be collected for repair. Several components were replaced (including the motherboard) and it was returned to me, but the fault was unresolved. I have been making weekly phone calls to Tech Support for almost a month to get the issue sorted, but still no resolution, despite being on the phone for an hour each time. During this time I have had no contact from Dell, I have had to chase for updates every time. 

The last two people I spoke to suggested a BIOS update. The person I spoke to three phone calls ago tried that and we got an error saying 'BIOS Update blocked due to unsupported downgrade.'

The Windows update to version 24H2 seems to have made the laptop more stable, but I am concerned the underlying issue is still unresolved. Two days ago I spoke to Tech Support again and said I wanted to make a complaint. They promised someone would email me. I have received no email. Today I called Tech Support again, spoke to a supervisor who apologised for the poor service, and I said I want the laptop replaced. The supervisor said they are not authorised to arrange replacements after fourteen days, so I asked to speak to someone who can authorise a replacement. I was given a number to call and, after ten minutes of going in circles with the automated system, ended up back at Tech Support and the call was cut off.

My first complaint is I've had this laptop two months and that whole time I've been trying to get it repaired to no avail. 

My second complaint is the appalling customer service I have experienced. Dell make it impossible to make a complaint. I posted on social media and tagged Dell in the hope that would get someone's attention, but that hasn't worked. So now I'm posting in a community forum hoping someone at Dell will see this. It is beyond ridiculous. 

The customer experience with Dell is shocking. I have never encountered a company so unwilling to receive a customer complaint. I expect better from Dell. I expect, at the very least, the ability to speak to a customer care team without having to resort to posting on a forum. Dell should be ashamed of their appalling customer service. They're quick enough to take our money, but as soon as there's an issue they're not interested. 

The post-sales customer experience with Dell is shockingly poor.