Dell Is Putting Me Thru Hell On A Brand New Workstation

Hi,
I badly need help. I am 71 years old.

I bought a brand new Dell Workstation 3660.
It arrived on July 2nd & was installed on July 7, 2022 by Dell appointed engineer.
Right away after installation I told him that I wanted to check & make sure that system boots & all peripherals are working because I had paid for installation. Right away I found that Microphone was not working & he tried with no success. He was in a hurry & wanted me to sign the papers & just put a remark that microphone is not working & he said Dell engineer will call back. I refused to sign papers & he talked to his boss & left without my signature.

This is a multi-monitor system with 2 NVIDIA T-600 GPUs running 8 Monitors. Over the weekend after July 7th,
I found that resolution on Two monitor is different. These are the same monitors that I am working with another Dell system for many years & still do, so that ruled out that monitor was not the problem.

On following Monday July 11th 2022 a Dell engineer called & remotely worked on my system for almost two hours without success & he hung up. ( May be Dell has a time limit, I don't know ) I wrote to Dell that they should replace this system & give me brand new one that works. Instead they said that they will send parts & I said no as this is a brand new system that has not worked out of the box.

2 days later on Wednesday another Dell engineer called & worked online for 2 hours with no success.
Every time they want to log on the new system, I have disconnect 8 monitors from my current system & connect them to new system & back to current when they are done.

So after 3 engineer's unsuccessful attempts, they said we will dispatch a senior engineer ( From subcontracted Company ) for full day who came on Saturday & spent full day with no success so I raised the issue & told them that I am done.
So they asked the opinion of the engineer who worked twice & he called me & told me that it is not going to work because of lack of 2 full X16 PCIe slot ( They have put second card on X4 slot ) & he has conveyed that message to someone in charge of workstation.

So I thought that now they will make things right & waited another week but didn't hear from them.

So I wrote them again last Friday, July 29 & told them that they have wasted one month of my time & their time & gave them 3 choices :
(1) Send me a new system in working condition without any issues.
(2) Send me another model that has two full length PCIe X16 slots with similar configuration.
(3) Give me my money back.

I got a reply from my sales guy that they have escalated the case to the next level to look into the issue.

People who are using Dell system & those who are not or have used in past kindly help me as to what can I do ?

Thank You all.

 

What I did on a similar situation was send a certified, signature required, letter (so they cannot say they never got it). I started by saying, "On the advice of legal counsel you have forced me to seek" you have until (put a specific date) to remedy this to my satisfaction.

That go their attention.

 

What address did you send it & to whom did you address it to ? Would appreciate your advice & help.

 

Yeah, sorry but it was not Dell but another company that was giving me the run around.

If me, I would just send it to

Michael Dell
Dell Headquarters
1 Dell Way
Round Rock, TX 78682-7000