Dell / Latitude Laptop / failure to repair laptop under warranty
My daughter has a Dell Latitude laptop under warranty for on site repair through July 2011. The computer stopped working in early august, after several days on the phone with tech support, a technician came to our home and determined the hard drive was not functioning- despite a return visit the computer still didn't work- upon his advice Dell sent a box to our home and we were asked to ship the laptop to a repair depot and assured the laptop would be repaired and returned to my daughter at her college address within 5-7 business day. The laptop was sent as requested using Dell's box and shipping label on August 18. We heard nothing for weeks. On august 26 I called Dell after several hours of lies: eg no such computer, computer isn't a laptop, computer has already been repaired: Dell acknowledged the laptop had been sitting at the depot since the 21st and had not been touched. On august 28 I was advised the laptop was repaired and was being tested to ensure its repair. On September 1st I was advised the laptop had been sent to my daughter- despite daily phone calls and a notice taped to the laptop asking the laptop be shipped to my daughter's college address; the laptop was shipped to our home address! On September 2 my daughter received the laptop- the hard drive had ben removed and was placed in a separate envelope labeled "broken hard drive" THE LAPTOP DID NOT CONTAIN ANOTHER HARD DRIVE!
Dell 's current position is that it will take 48 hours to evaluate the situation. they say a replacement hard drive will not be available until September 10. My daughter is a college junior who is unable to do her college assignments without the computer. We purchased the latitude because Dell advised us this was their premium/workhorse system and that with the extended warranty she would be assured of a functioning computer during her 4 years of college. WHAT A LIE!
DAny and all help/advice would be greatly appreciated!
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