No Repair Since Oct 21, Despite Next Business Day Service – Keyboard Defective, Order Still on Hold (Case ID: 217445588)

Hello,

I’m reaching out because I’m experiencing a serious delay with a Next Business Day On-Site Repair order — no repair has taken place since the issue was reported on October 21, 2025.

The issue is with the built-in keyboard, which is defective. The device is still usable with an external keyboard, but this is not always available — which is why I specifically paid for Next Business Day On-Site Repair to minimize interruption.

Timeline:

• Oct 21: First repair order placed → later cancelled by Dell without explanation.

• Oct 24: Second order placed and paid via PayPal (confirmed, no refund or chargeback has occurred).

• Since then, the order has been on hold, and no technician has been scheduled.

• On Oct 30, I received a quote asking me to place and pay for a new order again — which I did not do, because the original order was already paid.

Multiple reminders and escalation requests have been made, but no progress so far.

This ongoing delay is unacceptable for a Next Business Day On-Site Repair service and is impacting daily work.

Any support on how to get this issue properly escalated and resolved would be appreciated.

Case ID: 217445588

Thanks,
Sven