Escalation Request – Warranty Repair Delay (XPS 8960)

Dear Dell Customer Advocacy Team,

I am writing to escalate an unresolved warranty repair for my Dell XPS 8960 that has been delayed well beyond Dell’s stated service timeframe.

• Created: October 24, 2025

• Repair Partner: UBREAKIFIX (authorized Dell service center, NY)

• Issue: The power supply unit (PSU) replacement provided by Dell did not resolve the problem. The technician has now requested a motherboard, but Dell has not shipped the part or responded to the service center’s request.

• Elapsed Time: Approximately 12 days since the case was opened.

• Impact: This workstation is essential for my professional projects, and I was assured a 3-to-5 business-day turnaround under my consumer warranty. The continuing delay has caused significant disruption and loss of productivity.

I respectfully request the following:

1. Immediate authorization and shipment of the required motherboard to UBREAKIFIX (or, if Dell requires depot service, prompt prepaid shipping arrangements).

2. Written confirmation of a specific delivery or completion date.

3. An explanation for the delay and why the standard turnaround commitment has not been met.

4. Consideration of goodwill or compensation options due to the extended downtime.

Please confirm receipt of this escalation and provide a case manager contact within 24 hours.

Thank you for your prompt attention.  I have been a Dell customer since 1995 and have purchased about  16 computers and your service was always helpful. 

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