I sent in my Precision 7510 for repair on Dec 15 2017. It was received by Dell on Dec. 18. Since then there has not been any progress. No diagnosis was done, Dell does not know whether this particular repair center in Texas is doing any work. I called in 4-5 times to get a status update and each time I get a slightly different answer. One rep told me they were working on my laptop working out bugs. Another told me the engineers at the repair center were on vacation until Jan. 2 2018. It has been more than 10 business days since my laptop arrived at an official Dell repair center. Numerous e-mails (supposedly) were sent to the center to get a response from any of the engineers at the Texas repair facility, a Dell manager is supposedly on the case and it's been escalated to expedite it. However, on Jan 3 2018, almost 3 weeks after I have been without my workstation Dell cannot produce any information, the engineers are ignoring the manager's direct order to generate status report e-mail. I personally asked tech support rep to get one of the engineers to contact me personally so that I would be able to know what is happening.
I did not think Dell would be so incompetent, without management control in repair process, and totally disorganized as they have been in the repair process when I decided to buy my Precision 7510. I have asked a manager who is supposedly looking into this to contact me to provide me with some information. So far that has not happened. More than one escalation tickets were supposedly created, but that has not produced any difference. This is my primary workstation on which I depend for all my work and education. I have been hindered because I did not have my primary tool for 3 weeks, and Dell is not doing anything. This is unacceptable and just so lame of a major PC OEM such as Dell.
The laptop began to have video issues in less than a year since I purchased, but I thought and sincerely hoped they could repair it quickly. If any of my friends and colleagues would ask me for computer purchase advice mine will very likely be to stay away from Dell because they are incompetent.
Another escalation ticket was created just now. This is 3rd or 4th one. I am not sure whether it's going to make any difference.
