Unsatisfactory with Dell ProSupport accidental damage and system exchange

<To protect your and Dell employee private information, it was removed from public view. All applicable data was saved to your private Case. DELL-Admin>

Dear Dell Staff,

I hope this message finds you well. I'm the owner of the computer DELL Precision 7530. I'm reaching out regarding the system exchange due to the accidental damage. I will explain the whole thing here:

I first reached out on July 14, 2025. I damaged my computer on that day, so I reached out to ProSupport for accidental damage warranty. A staff called Dean H was the case owner at that time.

Then on July 22, 2025. I received an email from TS Depot, saying that the computer cannot be repaired (beyond economic value), so they sent an email asking me if I would like to proceed with a system exchange. I replied to that email saying I would proceed with system exchange.

On July 24, I received an email saying that I've got a package returned back from Dell for Case. The package arrived on July 25, and what I found in there were my SSDs from the computer DELL Precision 7530. No other components were returned.

I then reached out to DELL Customer service to ask about the ticket. They said the system exchange request was raised in the wrong queue (I have no idea what this is, but that's the original word they used). They would submit it again. They also said as the computer was registered in China, I would need to do an ownership transfer so they can proceed. I submitted the ownership transfer with unique ID: AFCFF211-EFE2-486F-B9AC-865B007B595D.

On August 5, I reached out again through DELL support phone number. This time the staff who answered the phone told me the system exchange could not be processed because the product was previously registered in China, and they need to transfer the ownership from China to Canada to proceed the system exchange. I submitted the system exchange request on that day, with unique ID: 9439b641-aef0-4625-b2fd-006a8670f847.

I called in on August 14 to check the status of the ownership transfer, and they told me the process would take up to 15 business days, so I waited until August 22.

On August 22, I received an email from a staff at the Warranty Verification Department. The original email is pasted below:

Greetings from Dell!

 

We have received a request to transfer ownership of a Dell system to you. We need some additional information in order to proceed.

Unique transfer ID: 9439b641-aef0-4625-b2fd-006a8670f847

 

Please reply to this email with the following information: 

• Proof of purchase such as a receipt with the seller’s name
• Photo of the system service tag. Please include within the photo a handwritten note that includes your name and today’s date. If you have any questions, please reply to this message.

Thank you,

Jennifer

Warranty Verification Department

Dell Technologies| Dell Technologies Services

 

I then replied that the computer is not in my hands but at Dell's repair depot, so it is impossible for me to provide the photo of the service tag with today's date. I also claimed that as the computer was bought in China and we don't have anything similar to a receipt there, I'm unable to provide that. 

Hi Jennifer,

Thanks for your reply. But it seems there is a dead lock -- I won't be able to get my system back until the ownership transfer is done. Because the system was badly damaged, and Dell offered me an exchange service. Although it appears the work order is done, I didn't get my system back. I do receive a package, but it only contains my SSDs, no other stuff in it. The exchange department told me that an ownership transfer is mandatory for the system exchange process to proceed, so if the ownership transfer is not done, I cannot get the system back and take the photo. What’s worse, as the system has been purchased for four years, the sticker on the bottom has worn out and fell off. The only way to show the service tag is to go into BIOS, but the computer won't boot at all. I don't actually know how to deal with this. Please help me find out a way to solve the problem.

Thanks,

On Fri, Aug 22, 2025, 13:04 WarrantyVerification <warrantyverification@dell.com> wrote:

Dell Customer Communication - Confidential

Hello. I did you see you recently had a mail-in service, but the work order indicates it is in complete status as of 07/24/2025. Once you have the computer with you, please resubmit the ownership transfer form and contact Customer Care to have the transfer expedited. If you need assistance with the transfer process, please reference this guide:

https://www.dell.com/support/kbdoc/en-us/000125103/ownership-transfer-and-dell-product-registration-guides#ownership-transfer

Jennifer

Warranty Verification Department

Dell Technologies

 

From:
Sent: Friday, August 22, 2025 9:34 AM
To: WarrantyVerification <warrantyverification@dell.com>
Subject: RE: Dell Ownership Transfer Request

Hi,

I'm unable to provide a photo of the system service tag as the system is not currently in my hands (it has been sent to dell for repair). For the receipt, as the computer was purchased online in China, we don't have such a thing. The only thing I may be able to provide is the record of purchase, but it has been four years since I bought the computer and I may not be able to find it.

Best regards,

 

-------- Original message --------

From: WarrantyVerification <warrantyverification@dell.com>

Date: 8/22/25 10:31 (GMT-05:00)

To:

Subject: Dell Ownership Transfer Request

Dell Customer Communication - Confidential

Greetings from Dell!

We have received a request to transfer ownership of a Dell system to you.  We need some additional information in order to proceed.

Unique transfer ID: 9439b641-aef0-4625-b2fd-006a8670f847

Please reply to this email with the following information:

 Proof of purchase such as a receipt with the seller’s name

• Photo of the system service tag. Please include within the photo a handwritten note that includes your name and today’s date. 

 

If you have any questions, please reply to this message.

 Thank you,

 Jennifer

Warranty Verification Department

Dell Technologies| Dell Technologies Services

 

I also called Dell by phone on August 22. The agent who answered my phone said from his end, the ownership transfer seems to be done, and the system exchange will proceed. He said the previous ticket was submitted incorrectly, and he resubmitted it. (I don't know why it got again submitted incorrectly).

Then I called in back on August 26, asking about the status of the system exchange. The agent at that time told me the system exchange was raised incorrectly, and submitted the system exchange request again. I also asked if the ownership transfer has been done and got confirmation from them.

Later, I called in back on September 3. The agent told me the previous system exchange request was again submitted incorrectly. (She said the system exchange needs to be submitted by a manager). The call lasted for about 1 hour, with she collaborating with her manager to raise the ticket again. On that day, I requested a call back from the case owner or whom is responsible for my case, she said there will be someone calling me on Sept 3 or Sept 4. I asked her if the ownership has been done successfully and got her confirmation.

I received no calls on Sept 3 or Sept 4.

I called in back on Sept 5, asking for the status of my ticket, and the reason I didn't get a call back. The agent told me the system exchange has been denied due to "incorrect information of previous owner". He suggested me to contact the original seller, which closed two years ago, for information. Apparently I'm unable to get information from a closed shop and I told him that. I also expressed my unsatisfactory for Dell wasting me so much time on the computer, and continuously submitting the system exchange incorrectly. He said he contacted the case owner and will get them in touch with me on Sept 5 or Sept 8.

I got no emails or calls.

I called in on Sept 8 again, but still no updates on this ticket.

Request for Immediate Action

At this point, I have spent nearly two months attempting to resolve this issue with no success. I have been a long-time Dell customer — purchasing laptops, servers, monitors, and more — and have never faced such a frustrating and inefficient support experience.

I respectfully request:

• A direct escalation to a case manager or senior representative who can take ownership of this issue.
• An exact and clear resolution plan and timeframe for the completion of the system exchange.
• Clarification on what Dell expects from me (if anything), given that the system is at your depot and ownership transfer is being blocked by unreasonable verification procedures.

If this matter is not addressed promptly, I will be forced to escalate my concerns further through formal consumer complaint channels.

I look forward to your swift response and a resolution to this matter.

Sincerely,