09-12-2019 07:59 AM
My case number is, 7028294268
I have been waiting for my laptops repair for an entire month. When I got the laptop, the graphics driver broke on the first day. I did everything I could to self-resolve but had to send it into repair. I knew from the start that it was probably a bad idea to send it in for repair. I was right. Ever since it has been in repair, the ticket has been repeatedly pushed back.
They say the system is “waiting for repair” but it has been waiting for an entire month. When I called support they said they were waiting for the system board to delivered. I was content to wait a few weeks so that was no problem. I called last week and they told me that the laptop was repaired the 28th but realized they had the wrong part. How do you mess that up? I was thankful though that they realized this and ordered the right part. Until last night.
I called again because two things didn’t happen. Despite receiving an email that the part was going to be available by the 13th, the ticket got pushed back another week! Also, I was told that I would get a response from management about getting possible expidited repair. I never got called or emailed. Last night, I called to see what had happened. They told me that they were still waiting for the same part. So did they order the wrong part or are they still waiting on the same one??
I told them I wanted a possible refund or better replacement. They said I would be contacted in 3-5 business days. While I want to assume the best, this has been a horrible experience. I paid for a laptop which broke on day 1, sent it into repair, and haven’t gotten it back since because they are “waiting”.
While I hope that I will get a call back that they said I would, I’m at the end of my rope. I’m a full-time college student without a laptop who has been waiting for a month on a part that never seems to arrive. I need it back ASAP. I’m grateful for the support that has tried to give me information and the people that have helped but I need a laptop and not empty promises on service. If possible, I need a replacement or a refund at least. It seems that there is no other way except to post to get answers or actions
Thank you for any answers or support.
09-12-2019 12:34 PM
09-13-2019 06:52 AM
Welcome to the Community Forums.
Sorry to read your experience and likewise thank you for your confidence in the Community to bring this to our attention.
With your permission, I would like to extend our assistance to intervene with the case and have you updated too in the progress.
09-13-2019 07:05 AM