I purchased an Inspiron 5410 2-in-1 in June last year. I found an issue with the keyboard very soon and raised a complaint through Dell Technical Support on Whatsapp. Only after giving them a thorough description of the issue and sending a dozen pics, they could finally understand what the problem was and arrange a service for me. After some days they sent a service technician to my home and got the keyboard replaced. Althoug it was quite a lengthy process and took quite some days, I was satisfied that the issue was resolved in the end. That was the last time my experience with Dell's service ended on a happy note. After that, the experience has been no less than pathetic. With the passage of time, I noticed issues with the Hinge and the Headphone Jack. I tried to raise the complaint over Whatsapp like usual. But the Dell Technical Support on Whatsapp is so annoying and useless. The agents available for chat are extremely incompetent and inexperienced. You have to put in so much energy and effort to explain your issue. If anything they know about is Driver Updates. Thats it. Nothing else. You tell them any damn problem from software to hardware, their one and only solution would be to update the drivers. What adds to the misery is that after every certian amount of time interval, the agents keep changing and you have to explain the damn entire sitiuation to every new agent, even though they do say that they will review the case history. Coming back to my case, I had to spend days of tiresome conversation with dozens of agents and provide detailed verbal and video explanations. I also installed every damn software and driver update which I they told me to. After all of this time consuming and so lengthy process were they able to probably understand the issues and set up an onsite service for my laptop. I was given a certian amount of days to wait until the parts needed for replacement were available. After over a week, I get a message from them that the delivery of the parts has been delayed and it is now gonna take some time. After about one more week I get another message that the parts have been further delayed and it is going to take about two months to arrive. And alternatively I was offered a replacement against my faulty system with a refurbished one. I was a bit hesitant at first to accept a refurbished unit, but having no choice I decided to proceed with it. They gave me a 40 days timeline for the replacement process. Can you believe it? 40 days? I mean this is 2022 we are living in. I expressed my disappointment but again, being helpless and having no choice, I gave the approval with a heavy heart. Weeks passed and I received no response from them. Finally, afer about a month I received a mail that they could not find any refurbished unit with the required specifications and will be therefore providing a brand new unit. At this point I was a bit suspicious and skeptical, and I expressed my concern and denied the offer and demanded that my existing laptop be fixed. They again gave me a 60 days timeline for that and since I had already waited for over a month I didn't want to wait any further. I hesitantly accepted the offer and was assured that the new system will be delivered shortly. I had to wait another 10 days approximately before I recieved a call from a Dell retailer informing me that the system has arrived. After recieving the laptop, I immideately found issues in it within a few hours o[censored]sage. These issues were worse than what were present on my old laptop. I was feeling so angry and disappointed. I rightaway got in touch with Dell Techhnical Support on whatsapp and expressed my frustration. Again I had to deal with their sheer incompetence and a deep lack of knowledge and understanding for days. Again I was asked to install every damn driver and software update. Again I had to give detailed verbal and visual explanations. Again they set up an onsite service and again they are sending me daily texts that the delivery of the parts has been delayed. Again I'm stuck in this horrible cycle of their pathetic service. It has been more than 2 months now since I raised my service request for my old laptop and here after 2 months I have ended up with a laptop in a much worse condition that my old one. You can understand the level of my frustration. I'm done with Dell. I want them to please take the laptop back, give me my refund. I have lost all trust in Dell. My next step will be to take a legal action against Dell. Was this information helpful? | 
