--dell

blog/support-fiascos.mdwn

@@ -22,6 +22,34 @@ and try if the space bar still doesn't work in the bootloader.
 While this itself is not yet a support fiasco, I see it fast forward
 going there again.
 
+Further updates from Dell:
+
+* 2019-12-20: The exchange is confirmed., it should be done in 2-3
+  work days
+* 2019-12-28: The necessary part (unclear which) is not available, the
+  exchange is postponed to 2020-01-12.
+* 2019-12-31: I get an offer to the the system replaced by a
+  refurbished system. That does not make any sense as the device is
+  almost brand new and a refurbished one has been returned (probably
+  for a good reason).
+* 2020-01-03: I request a statement to how Dell understands "Next
+  business day" support, as the problem has been open for
+  weeks. Again.
+* 2020-01-04: another key ("d") now also gets stuck. It seems the
+  keyboard was never tested to be used in reality to me.
+* 2020-01-06: Dell informs me that the repair is delayed until
+  2020-01-28.
+* 2020-01-07: I inform Dell that their behaviour is breaking the
+  contract and that I want to have a refund, a replacement or a repair
+  by end of week. This is still significantly longer than "next
+  business day".
+
+Summary so far: Dell is fully incapable of repairing a device or
+upholding a contract. I assumed I bought a notebook with next business
+day service. What I got is a computer which has
+frequent hardware failures and no support within any sensible amount
+of time.
+
 ## The support for a Dell XPS 13 2-in-1 (2019-11-16 - 2019-12-09)
 
 I ordered this particular notebook on 2019-09-19 and it arrived around