I am writing to formally express my deep dissatisfaction with the customer service experience I have received regarding my Dell Inspiron 3530 laptop purchase.

After nearly six months of careful research, I purchased the Dell Inspiron 3530 in October 2023, along with additional warranties to protect my investment. The original unit arrived with a malfunctioning touch screen, which was extremely disappointing given the effort I put into selecting this laptop.

Upon reporting the issue, Dell sent a replacement, which I appreciated. I returned the original laptop three weeks later, as directed. Unfortunately, during that period, my sister passed away unexpectedly, delaying my return. Otherwise, the laptop would have been returned much sooner than three weeks. I dropped the laptop off at the FedEx Store on Eastern Blvd. in Montgomery, AL, following the return instructions.

From that point until March 2025, I was unaware that Dell had not received the laptop. The professional course of action would have been for Dell to contact me via letter or email indicating that the return was missing. Instead, I found out about the missing laptop when trying to have my laptop repaired, causing unnecessary confusion and frustration during an already difficult time.

The replacement laptop worked well until the screen was accidentally cracked. When I tried to use the warranty I had purchased, I encountered some of the most incompetent customer service I have ever experienced. Initially, I was told I had no warranty on the device and was asked to send proof. After sending documentation, I was informed that while I did have warranties, they had not been transferred to the replacement laptop. I made multiple calls and spoke to various representatives, and after weeks of frustration, I was finally told the warranties had been transferred, and I was sent a shipping box and label to send the laptop for repair.

However, after sending my laptop for repair, it was at least two weeks before I received a call informing me that my device could not be repaired. I had repeatedly explained to Dell that I work online and needed my device repaired and returned as soon as possible. By that point, I had been assigned a fourth case number and was then connected with possibly the rudest representative I have encountered throughout this process. This individual demanded that I provide a tracking number from December 2023 to prove that I returned the original defective laptop. This demand was completely unreasonable, especially considering that not even FedEx could assist me in retrieving a tracking number from that long ago.

Without that tracking number, I have been denied service, denied a refund for the warranties I purchased, and left without a resolution. It has now been 81 days, and my laptop remains unrepaired. To make matters worse, the last representative I spoke with refused to provide any information on how to escalate the matter further.

At this point, I am asking that Dell take responsibility, not only for my unrepaired laptop but also for the undue stress of repeated, long, and frustrating phone calls and for the offensive and inappropriate accusation that I stole the returned laptop. It is important to mentioned that when investigating the matter and all of the paperwork listed on my account attached to the laptop, I noticed that a complete stranger’s name is also listed on the invoice.

The Inspiron 3530 represents at least my fourth Dell laptop purchase, and I have never before experienced incompetence at this level from your company. I expected better.

I am requesting the following:

1. A clear explanation of my warranty coverage related to accidental damage.
2. Immediate resolution of the cracked screen issue, either through repair or replacement of the laptop under warranty. I prefer a replacement laptop at this point because of the undo stressful situation.
3. A full refund of the warranty coverage if Dell will not honor it.
4. Compensation for the stress caused by this situation.
5. Contact information for an upper management team member who can take responsibility for correcting this matter properly.

I expect this matter to be resolved promptly and professionally. Dell must do better. I sincerely hope you will take this opportunity to restore my trust in your company.

Thank you for your immediate attention. I look forward to your response.

Dr. Ozella D. Ford

Service Numbers

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