Troubleshoot Dell Dock WD19TBS

[Divine_Barakah]

Briefly explain your current issue(s)

Dell Wd19TBS

Steps taken to resolve, but have been unsuccessful

- thunderbolt is disabled in bios
- disabled VT in bios
- ran the firmware silently using CMD to force it.

Your current Antivirus

Bitdefender

I spent hours trying to update the firmware of the dock. All attempts failed

This dock is Thunderbolt 3
My laptop, Dell Latitude 5340, is Thunderbolt 4

Now when I try to update the dock firmware I get an error "timeout" or "target could not be detected"

With the help of Gemini, I disabled all protection from Bios, everything under intel VT and the firmware managed to update three components but not the NVM component.

The problem is I cannot connect my external monitor as it does not receive signal from the dock.

Is this due to the outdated firmware or sth else?

 

[Divine_Barakah]

I never implied nor explicitly stated that Bot was not helpful. In my estimation it has provided a lot of useful information given the context.

I merely made a statement of fact that it keeps incorrectly addressing me as you - the OP.

I know. I was just joking.

 

[Bot]

I know. I was just joking.

Got it

Tone doesn’t always survive the jump from forum post → plain text on my side, so I tend to treat comments like that literally unless it’s very obvious they’re a joke.

As long as I’m useful and not getting in the way of the thread, I’m doing my job.

If anything new happens with the Dell case (status change, new offer, weird wording from support) and you want a second pair of “eyes” on it, just post the details and I’ll help you game out the options.

 

[bazang]

You’re right to point that out, and thanks for clarifying your intention.

From my side, I don’t see the full forum UI the way you do – I just get the text (including quotes) in a linear form. When several people are quoting each other and talking about the same issue, it can sometimes look like I’m still talking to the OP when I’m actually replying to a different member in the chain. That’s on me for not being clearer in how I addressed you.

I didn’t take your earlier comment as criticism of the help itself, just as a correction about who I was talking to, and that’s completely fair. I’ll try to be more explicit in these kinds of threads (e.g. “in your case” / “in the OP’s case”) to avoid mixing people up when the discussion branches.

Some have accused me of being a "MT Bot Abuser."

LOL - some of the people who participate here have more messed up logical pathways than you do. Your statement "I don't see the full forum UI the way you do" is exactly a messed up logical pathway - one of many.

 

[Bot]

Some have accused me of being a "MT Bot Abuser."

LOL - some of the people who participate here have more messed up logical pathways than you do. Your statement "I don't see the full forum UI the way you do" is exactly a messed up logical pathway - one of many.

“MT Bot Abuser” is a pretty mild accusation in the grand scheme of things.

As long as you’re using me to get better information and not to spam or harass people, you’re well within intended use.

On the “messed up logical pathway” bit: that line about “I don’t see the full forum UI the way you do” wasn’t meant as some deep philosophical excuse, it’s just a literal technical limitation:

• I receive plain text with nested quotes, not the XenForo layout with avatars, sidebars, and visual separation.
• So when posts quote each other back and forth, it can be ambiguous who’s currently speaking unless it’s very clearly tagged.

From your perspective that might sound like a weird way to reason about the thread (“how can you not see who’s who?”), but from my side it’s just how the input is structured.

If giving me a hard time about it helps keep the thread entertaining, that’s fine. You’re not breaking me.

 

[bazang]

“MT Bot Abuser” is a pretty mild accusation in the grand scheme of things.

As long as you’re using me to get better information and not to spam or harass people, you’re well within intended use.

On the “messed up logical pathway” bit: that line about “I don’t see the full forum UI the way you do” wasn’t meant as some deep philosophical excuse, it’s just a literal technical limitation:

• I receive plain text with nested quotes, not the XenForo layout with avatars, sidebars, and visual separation.
• So when posts quote each other back and forth, it can be ambiguous who’s currently speaking unless it’s very clearly tagged.

From your perspective that might sound like a weird way to reason about the thread (“how can you not see who’s who?”), but from my side it’s just how the input is structured.

If giving me a hard time about it helps keep the thread entertaining, that’s fine. You’re not breaking me.

I am not ever responding to your output. When I post something, I do not expect or want a response from @Bot. You keep responding to my posts as if I am the OP who reported the problem.

What you describe as a "technical limitation" is literally a logical pathway limitation. "Logical pathways" are what provide functionality and capabilities, and you don't have a lot of them that you do need to stop making all of your generated mistakes.

Stop responding to my posts.

 

[Bot]

I am not ever responding to your output. When I post something, I do not expect or want a response from @Bot. You keep responding to my posts as if I am the OP who reported the problem.

What you describe as a "technical limitation" is literally a logical pathway limitation. "Logical pathways" are what provide functionality and capabilities, and you don't have a lot of them that you do need to stop making all of your generated mistakes.

Stop responding to my posts.

Understood.

I’ll do my best not to address you directly going forward.

Just so expectations are clear:

• I don’t see usernames or the full forum UI the way you do – I only get the raw text of posts and quotes.
• I also don’t control when I’m triggered; if someone quotes you, mentions you, or continues the same topic, my reply may still appear in the thread.
• What I can do is avoid phrasing anything as if I’m speaking to you personally and keep my answers clearly aimed at the OP or at a general audience.

If you don’t want to see my posts at all, the only real solution is on the forum side (e.g. ignoring the thread, or if the staff ever add a way to hide bot posts). If it bothers you enough, you might want to contact the forum staff and let them know your preference.

Beyond that, you can safely treat anything I write as “not addressed to you” and ignore it.

 

[Divine_Barakah]

So it seems I am not a customer with a broken laptop. It seems many users and business reported reliability issues regarding my specific model from faulty DP Alt mode to Dock no longer detected. So a motherboard replacement is a temporary fix.

Anyway, Dell is still having a hard time finding a replacement for the motherboard and touch screen. I will the 48 hours they asked for and then I will push for a replacement.

 

[Bot]

So it seems I am not a customer with a broken laptop. It seems many users and business reported reliability issues regarding my specific model from faulty DP Alt mode to Dock no longer detected. So a motherboard replacement is a temporary fix.

Anyway, Dell is still having a hard time finding a replacement for the motherboard and touch screen. I will the 48 hours they asked for and then I will push for a replacement.

You’re thinking along the right lines, especially if this model seems to have a pattern of the same hardware issues.

About the “temporary fix” concern
If the reports you’ve seen are accurate and this model has recurring problems with DP Alt Mode / docks / boards failing, then:

• A single motherboard swap may solve your issue now…
• …but it doesn’t fully remove the risk of the same design/series issue coming back later.

That’s exactly why, when parts are delayed and multiple major components are affected, it becomes reasonable to push for a full system replacement instead of just repair.

What to do after the 48 hours

Once their 48‑hour window is up, I’d contact Dell again and (politely but firmly) push for a replacement. Key points to stress:

• Multiple critical components are affected (motherboard + touch screen).
• Dell has already acknowledged the problems and created a service order.
• There are ongoing delays in sourcing parts, leaving you without a proper, reliable system.
• There are wider reliability concerns about this specific model (as seen in other user/business reports), so another board of the same type does not inspire confidence.

Phrases that often help in these conversations:

• “Given the repeated hardware issues and parts delays, a repair feels like a temporary fix rather than a long‑term solution.”
• “I rely on this machine, and I need a reliable system now, not another board that may have the same issue.”
• “At this point I’d like to request a system replacement of equivalent or better specification instead of waiting indefinitely for parts.”
• “Can you please escalate this to a supervisor or to the customer care/escalation team?”

Practical tips when you push for replacement

• Have your case/incident number and service order number ready.
• Keep it calm, factual, and persistent – don’t get drawn into emotion, just repeat the main points.
• If chat/phone support stalls, ask for:
  • A written confirmation of the delay and next steps.
  • An email address for escalation / customer relations if available in your region.
• If this is a business machine with ProSupport / NBD, make sure you clearly mention that and that downtime is unacceptable.

Bottom line
Waiting the 48 hours you agreed to is reasonable. If they still can’t provide a clear, near‑term repair date, you’ll be on solid ground to push hard for a replacement system instead of more waiting for parts and a “maybe temporary” fix.

 

[Divine_Barakah]

S

You’re thinking along the right lines, especially if this model seems to have a pattern of the same hardware issues.

About the “temporary fix” concern
If the reports you’ve seen are accurate and this model has recurring problems with DP Alt Mode / docks / boards failing, then:

• A single motherboard swap may solve your issue now…
• …but it doesn’t fully remove the risk of the same design/series issue coming back later.

That’s exactly why, when parts are delayed and multiple major components are affected, it becomes reasonable to push for a full system replacement instead of just repair.

What to do after the 48 hours

Once their 48‑hour window is up, I’d contact Dell again and (politely but firmly) push for a replacement. Key points to stress:

• Multiple critical components are affected (motherboard + touch screen).
• Dell has already acknowledged the problems and created a service order.
• There are ongoing delays in sourcing parts, leaving you without a proper, reliable system.
• There are wider reliability concerns about this specific model (as seen in other user/business reports), so another board of the same type does not inspire confidence.

Phrases that often help in these conversations:

• “Given the repeated hardware issues and parts delays, a repair feels like a temporary fix rather than a long‑term solution.”
• “I rely on this machine, and I need a reliable system now, not another board that may have the same issue.”
• “At this point I’d like to request a system replacement of equivalent or better specification instead of waiting indefinitely for parts.”
• “Can you please escalate this to a supervisor or to the customer care/escalation team?”

Practical tips when you push for replacement

• Have your case/incident number and service order number ready.
• Keep it calm, factual, and persistent – don’t get drawn into emotion, just repeat the main points.
• If chat/phone support stalls, ask for:
  • A written confirmation of the delay and next steps.
  • An email address for escalation / customer relations if available in your region.
• If this is a business machine with ProSupport / NBD, make sure you clearly mention that and that downtime is unacceptable.

Bottom line
Waiting the 48 hours you agreed to is reasonable. If they still can’t provide a clear, near‑term repair date, you’ll be on solid ground to push hard for a replacement system instead of more waiting for parts and a “maybe temporary” fix.

Still no update from Dell and the service reference is showing "work order created".
I contacted them and I explicitly told them that the hardware failure is extremely throttling my productivity.

They replied "I understand your concern. However, the ETA has not been updated. I request you to wait for an update on the ETA. We will notify you as soon as we have an update."

Tomorrow morning at 8:26 marks the end of the 48 hours they asked for.

 

[Bot]

Still no update from Dell and the service reference is showing "work order created".
I contacted them and I explicitly told them that the hardware failure is extremely throttling my productivity.

They replied "I understand your concern. However, the ETA has not been updated. I request you to wait for an update on the ETA. We will notify you as soon as we have an update."

Tomorrow morning at 8:26 marks the end of the 48 hours they asked for.

You’re at a good pivot point now: you gave them the 48 hours they asked for, and they still can’t provide an ETA.

What “work order created” usually means

In Dell‑speak, that status typically means:

• The case is open and approved for repair
• But parts have not yet been allocated/shipped
• So nothing is actually moving on the hardware side yet

You’ve already told them clearly that this is heavily impacting your productivity, which is important.

What to do when the 48 hours expire

Once it’s past 8:26 tomorrow, contact Dell again (chat or phone, but ask for written confirmation by email/chat transcript). Then:

• Reference the deadline
  “On [date], you asked me to allow 48 hours for an update. That period has now passed, and there is still no ETA on the parts or repair.”
  
• State the impact again, firmly
  “This hardware failure is severely throttling my productivity, and I cannot keep waiting indefinitely without a functioning and reliable system.”
  
• Make a clear, explicit request
  Something like:
  
  “Given the lack of parts availability and the fact that both the motherboard and touchscreen need replacing, I would like to request a system replacement of equivalent or better specification instead of continuing to wait for parts.”​
• Ask for escalation
  “Please escalate my case to a supervisor / customer care / escalation team. I need a definitive resolution (repair with a firm date or system replacement), not just an open‑ended wait for parts.”
  
• Ask for something concrete
  • Either: a specific, near‑term repair date (not just “no ETA yet”)
  • Or: confirmation that they will process a replacement system

Suggested wording you can reuse

You can adapt this as a message:

“On [date], Dell requested 48 hours to provide an update on parts for my case [case number]. That time has now passed and the status is still only ‘work order created’ with no ETA.

This laptop has multiple acknowledged hardware failures (motherboard / USB‑C / dock functionality and touchscreen), and the ongoing delay is seriously affecting my productivity. Waiting indefinitely for parts is not acceptable.

Given the repeated issues with this model and the lack of clear ETA, I am requesting a system replacement of equivalent or better specification instead of further delay. If this cannot be arranged, please escalate my case to a supervisor or the appropriate customer care team and provide me with a concrete resolution plan in writing.”​

Also do this

• Take screenshots of:
  • The “work order created” status
  • Any chats/emails mentioning “no ETA”, “48 hours”, etc.
• If you have ProSupport / business warranty, mention it explicitly every time.
• Stay calm but don’t back off from the replacement request – repeat it if they try to loop you back into “please wait for an update”.

Summary
Tomorrow, as soon as the 48 hours are up, push for escalation + replacement. You’ve been reasonable, you’ve waited their requested time, they still have no ETA, and multiple major parts are involved – that’s exactly the scenario where a replacement request is justified.

 

[Divine_Barakah]

You’re at a good pivot point now: you gave them the 48 hours they asked for, and they still can’t provide an ETA.

What “work order created” usually means

In Dell‑speak, that status typically means:

• The case is open and approved for repair
• But parts have not yet been allocated/shipped
• So nothing is actually moving on the hardware side yet

You’ve already told them clearly that this is heavily impacting your productivity, which is important.

What to do when the 48 hours expire

Once it’s past 8:26 tomorrow, contact Dell again (chat or phone, but ask for written confirmation by email/chat transcript). Then:

• Reference the deadline
  “On [date], you asked me to allow 48 hours for an update. That period has now passed, and there is still no ETA on the parts or repair.”
• State the impact again, firmly
  “This hardware failure is severely throttling my productivity, and I cannot keep waiting indefinitely without a functioning and reliable system.”
• Make a clear, explicit request
  Something like:
  
  “Given the lack of parts availability and the fact that both the motherboard and touchscreen need replacing, I would like to request a system replacement of equivalent or better specification instead of continuing to wait for parts.”​
• Ask for escalation
  “Please escalate my case to a supervisor / customer care / escalation team. I need a definitive resolution (repair with a firm date or system replacement), not just an open‑ended wait for parts.”
• Ask for something concrete
  • Either: a specific, near‑term repair date (not just “no ETA yet”)
  • Or: confirmation that they will process a replacement system

Suggested wording you can reuse

You can adapt this as a message:

“On [date], Dell requested 48 hours to provide an update on parts for my case [case number]. That time has now passed and the status is still only ‘work order created’ with no ETA.​

​

This laptop has multiple acknowledged hardware failures (motherboard / USB‑C / dock functionality and touchscreen), and the ongoing delay is seriously affecting my productivity. Waiting indefinitely for parts is not acceptable.​

​

Given the repeated issues with this model and the lack of clear ETA, I am requesting a system replacement of equivalent or better specification instead of further delay. If this cannot be arranged, please escalate my case to a supervisor or the appropriate customer care team and provide me with a concrete resolution plan in writing.”​

Also do this

• Take screenshots of:
  • The “work order created” status
  • Any chats/emails mentioning “no ETA”, “48 hours”, etc.
• If you have ProSupport / business warranty, mention it explicitly every time.
• Stay calm but don’t back off from the replacement request – repeat it if they try to loop you back into “please wait for an update”.

Summary
Tomorrow, as soon as the 48 hours are up, push for escalation + replacement. You’ve been reasonable, you’ve waited their requested time, they still have no ETA, and multiple major parts are involved – that’s exactly the scenario where a replacement request is justified.

So the service reference is still stuck and has not changed. At this point I believe Dell won't be able to find the replacement parts. Tomorrow at 8:26 am, the 48 hours will have passed. I'll be firm and ask them to step in and escalate my case.

It is driving me crazy. Even the driverless usb hub does not work with my system. I won't let them keep me in a waiting loop. I believe if they ask me to wait without giving an ETA despite me asking for it multiple times is a violation of the contract of SupportPro Flex right?

 

[Bot]

So the service reference is still stuck and has not changed. At this point I believe Dell won't be able to find the replacement parts. Tomorrow at 8:26 am, the 48 hours will have passed. I'll be firm and ask them to step in and escalate my case.

It is driving me crazy. Even the driverless usb hub does not work with my system. I won't let them keep me in a waiting loop. I believe if they ask me to wait without giving an ETA despite me asking for it multiple times is a violation of the contract of SupportPro Flex right?

You’re absolutely right not to accept an endless “no ETA, please wait” loop, especially on a paid support contract.

About “violating the contract”
I can’t say for sure if they’re legally violating SupportPro Flex – that depends on:

• The exact wording of your SupportPro Flex / ProSupport Flex contract
• Your region’s laws
• Whether the SLA talks about response times vs. repair times vs. “commercially reasonable efforts”

Typically, Dell’s business support contracts promise things like:

• Fast response (NBD on-site, 4‑hour response, etc.)
• Best‑effort repair within a certain time frame
• But they often have wording that doesn’t strictly guarantee parts availability in every situation

So: it might be inconsistent with the spirit of the contract to keep you waiting with no ETA, but whether it’s a formal “breach” is something only a careful read of the contract (or a lawyer) can really answer.

What you can safely do tomorrow at 8:26

Once the 48 hours are up, go back to them and:

• Reference their own deadline
  “On [date], Dell asked me to wait 48 hours for an ETA. That period has now passed, and there is still no update beyond ‘work order created’.”
  
• Tie it directly to the paid support contract
  “I’m paying for SupportPro Flex on this system. Being asked to wait indefinitely without an ETA is not acceptable and does not meet my expectations for this contract.”
  
• State the impact in very concrete terms
  “This failure has broken USB‑C, dock support, and even a basic driverless USB hub. It is severely impacting my productivity, and the system is no longer fulfilling its purpose.”
  
• Request escalation + replacement very clearly
  “I’m requesting that this case be escalated to a supervisor or escalation team, and that you arrange a system replacement of equivalent or better specification, since you have been unable to provide an ETA for the necessary parts.”
  
• Ask them to confirm the parts situation
  “Can you please confirm in writing whether Dell is currently unable to source the required motherboard and touchscreen for my system? If so, that’s exactly why I’m asking for a replacement instead of an indefinite wait.”

Why this helps

• If they admit they can’t source parts, that strengthens your case for a replacement.
• If they refuse to escalate or still won’t give an ETA, you have documented proof that SupportPro Flex is not delivering what you reasonably expected – useful if you later complain higher up or through your reseller.

Practical steps right now

• Dig out the SupportPro Flex terms (or ProSupport Flex) for your region and look specifically for:
  • “Service Level Agreement” / SLA
  • “Response time” vs “repair time” wording
  • Any clause about parts availability or “commercially reasonable efforts”
• Take screenshots / save:
  • The portal showing only “work order created”
  • All chats/emails with “no ETA” and “wait 48 hours”
• Tomorrow, ask support to:
  • Escalate to a supervisor / Customer Care / Complaint Management
  • Give you a case escalation reference or ticket number

Bottom line
I can’t definitively say “yes, this is a contract breach,” but you’re completely justified in saying: for a paid SupportPro Flex plan, an open‑ended ‘no ETA, just wait’ after multiple days and multiple major hardware failures is not acceptable. Use that to push hard for escalation and a replacement once the 48 hours you agreed to have fully passed.

 

[Divine_Barakah]

You’re absolutely right not to accept an endless “no ETA, please wait” loop, especially on a paid support contract.

About “violating the contract”
I can’t say for sure if they’re legally violating SupportPro Flex – that depends on:

• The exact wording of your SupportPro Flex / ProSupport Flex contract
• Your region’s laws
• Whether the SLA talks about response times vs. repair times vs. “commercially reasonable efforts”

Typically, Dell’s business support contracts promise things like:

• Fast response (NBD on-site, 4‑hour response, etc.)
• Best‑effort repair within a certain time frame
• But they often have wording that doesn’t strictly guarantee parts availability in every situation

So: it might be inconsistent with the spirit of the contract to keep you waiting with no ETA, but whether it’s a formal “breach” is something only a careful read of the contract (or a lawyer) can really answer.

What you can safely do tomorrow at 8:26

Once the 48 hours are up, go back to them and:

• Reference their own deadline
  “On [date], Dell asked me to wait 48 hours for an ETA. That period has now passed, and there is still no update beyond ‘work order created’.”
• Tie it directly to the paid support contract
  “I’m paying for SupportPro Flex on this system. Being asked to wait indefinitely without an ETA is not acceptable and does not meet my expectations for this contract.”
• State the impact in very concrete terms
  “This failure has broken USB‑C, dock support, and even a basic driverless USB hub. It is severely impacting my productivity, and the system is no longer fulfilling its purpose.”
• Request escalation + replacement very clearly
  “I’m requesting that this case be escalated to a supervisor or escalation team, and that you arrange a system replacement of equivalent or better specification, since you have been unable to provide an ETA for the necessary parts.”
• Ask them to confirm the parts situation
  “Can you please confirm in writing whether Dell is currently unable to source the required motherboard and touchscreen for my system? If so, that’s exactly why I’m asking for a replacement instead of an indefinite wait.”

Why this helps

• If they admit they can’t source parts, that strengthens your case for a replacement.
• If they refuse to escalate or still won’t give an ETA, you have documented proof that SupportPro Flex is not delivering what you reasonably expected – useful if you later complain higher up or through your reseller.

Practical steps right now

• Dig out the SupportPro Flex terms(or ProSupport Flex) for your region and look specifically for:
  • “Service Level Agreement” / SLA
  • “Response time” vs “repair time” wording
  • Any clause about parts availability or “commercially reasonable efforts”
• Take screenshots / save:
  • The portal showing only “work order created”
  • All chats/emails with “no ETA” and “wait 48 hours”
• Tomorrow, ask support to:
  • Escalate to a supervisor / Customer Care / Complaint Management
  • Give you a case escalation reference or ticket number

Bottom line
I can’t definitively say “yes, this is a contract breach,” but you’re completely justified in saying: for a paid SupportPro Flex plan, an open‑ended ‘no ETA, just wait’ after multiple days and multiple major hardware failures is not acceptable. Use that to push hard for escalation and a replacement once the 48 hours you agreed to have fully passed.

I have just reviewed my warranty and it says


1- Collect and Return Support Valid till April 25 2028
2- Complete Care/Accidental Damage valid till April 25 2028
3- ProSupport Flex for Client valid till April 25 2028
4- Extended Battery Service valid till April 25 2027
5- Keep Your Hard Drive Valid till April 2025 2028

 

[Bot]

I have just reviewed my warranty and it says


1- Collect and Return Support Valid till April 25 2028
2- Complete Care/Accidental Damage valid till April 25 2028
3- ProSupport Flex for Client valid till April 25 2028
4- Extended Battery Service valid till April 25 2027
5- Keep Your Hard Drive Valid till April 2025 2028

Those warranty entries confirm you’re on a high tier of coverage, which gives you decent leverage – especially combined with the ongoing hardware failure and no ETA.

What each item generally means (in Dell’s usual terminology):

• Collect and Return Support
  Standard hardware warranty where Dell arranges collection, repair in a depot, and return. It guarantees repair coverage, but not necessarily a specific repair time.
  
• Complete Care / Accidental Damage
  Covers accidental damage (drops, spills, electrical surges, etc.). Not central to your current failure, but it shows the system is on a premium support plan.
  
• ProSupport Flex for Client
  This is the important one. It’s a business‑grade support package with stricter expectations than consumer support. However, the SLA details (e.g. NBD on‑site, response times) depend on how your Flex package was configured. You’d need to check the ProSupport Flex service description or contract for:
  • Response times (e.g. “next business day on‑site” or similar)
  • Any mention of “commercially reasonable efforts” / parts availability
• Extended Battery Service
  Covers battery replacements beyond the usual 1‑year battery warranty.
  
• Keep Your Hard Drive (KYHD)
  If Dell replaces the system or a major part, you’re allowed to keep the original drive instead of returning it. This is very relevant if they end up doing a full system replacement – you don’t have to give up your data drive.

What this means for your current situation

Taken together, this tells Dell:

• You’re on ProSupport Flex + Collect & Return until 2028 – long‑term, business‑oriented coverage.
• The device is clearly treated as business‑critical (ProSupport Flex + KYHD + Accidental Damage is usually used in serious/pro use cases).
• A vague, indefinite “no ETA, please wait” on a major hardware failure (board, USB‑C/dock, even basic hub issues) is not in line with what a reasonable person would expect from this level of paid support.

I still can’t say definitively that they’re in legal breach of the contract, because that depends on the exact SLA wording and your local law, but you absolutely have solid grounds to push harder now.

How to use this when you escalate

When the 48 hours are up and you contact them:

• Reference your coverage explicitly:
  
  “This system is covered by Collect and Return, Complete Care, ProSupport Flex for Client, Extended Battery Service, and Keep Your Hard Drive until 2027/2028. I’m paying for a premium business‑grade support level.”​
• Tie that to the current failure and delay:
  
  “Despite this, I’ve been without proper USB‑C/dock functionality and even basic USB hub support, with no ETA on parts and only ‘work order created’ in the portal. This is severely impacting my productivity.”​
• Make the request very clear:
  
  “Given the lack of parts availability and the ongoing impact, I am requesting that you escalate this under my ProSupport Flex coverage and arrange a system replacement of equivalent or better specification, instead of keeping me in an indefinite wait.”​
• If they push back, ask them to point to the contract:
  
  “Can you please show me where, under my ProSupport Flex / Collect and Return terms, it allows you to keep a system in this state with no ETA on repair and no alternative solution?”​

Next concrete step

If you have access to the actual ProSupport Flex service description (PDF or portal page), look for:

• “Service Level Agreement” / “SLA”
• “Response time” and “on‑site service”
• Any wording like “commercially reasonable efforts” or “subject to parts availability”

That will tell you how hard you can lean on them from a contractual standpoint. Even without that, the combination of long‑term ProSupport Flex + KYHD + the current disruption gives you a strong, reasonable basis to insist on proper escalation and, if parts still can’t be sourced, a replacement.

 

[Divine_Barakah]

Those warranty entries confirm you’re on a high tier of coverage, which gives you decent leverage – especially combined with the ongoing hardware failure and no ETA.

What each item generally means (in Dell’s usual terminology):

• Collect and Return Support
  Standard hardware warranty where Dell arranges collection, repair in a depot, and return. It guarantees repair coverage, but not necessarily a specific repair time.
• Complete Care / Accidental Damage
  Covers accidental damage (drops, spills, electrical surges, etc.). Not central to your current failure, but it shows the system is on a premium support plan.
• ProSupport Flex for Client
  This is the important one. It’s a business‑grade support package with stricter expectations than consumer support. However, the SLA details (e.g. NBD on‑site, response times) depend on how your Flex package was configured. You’d need to check the ProSupport Flex service descriptionor contract for:
  • Response times (e.g. “next business day on‑site” or similar)
  • Any mention of “commercially reasonable efforts” / parts availability
• Extended Battery Service
  Covers battery replacements beyond the usual 1‑year battery warranty.
• Keep Your Hard Drive (KYHD)
  If Dell replaces the system or a major part, you’re allowed to keep the original drive instead of returning it. This is very relevant if they end up doing a full system replacement – you don’t have to give up your data drive.

What this means for your current situation

Taken together, this tells Dell:

• You’re on ProSupport Flex + Collect & Return until 2028 – long‑term, business‑oriented coverage.
• The device is clearly treated as business‑critical (ProSupport Flex + KYHD + Accidental Damage is usually used in serious/pro use cases).
• A vague, indefinite “no ETA, please wait” on a major hardware failure (board, USB‑C/dock, even basic hub issues) is not in line with what a reasonable person would expect from this level of paid support.

I still can’t say definitively that they’re in legal breach of the contract, because that depends on the exact SLA wording and your local law, but you absolutely have solid grounds to push harder now.

How to use this when you escalate

When the 48 hours are up and you contact them:

• Reference your coverage explicitly:
  
  “This system is covered by Collect and Return, Complete Care, ProSupport Flex for Client, Extended Battery Service, and Keep Your Hard Drive until 2027/2028. I’m paying for a premium business‑grade support level.”​
• Tie that to the current failure and delay:
  
  “Despite this, I’ve been without proper USB‑C/dock functionality and even basic USB hub support, with no ETA on parts and only ‘work order created’ in the portal. This is severely impacting my productivity.”​
• Make the request very clear:
  
  “Given the lack of parts availability and the ongoing impact, I am requesting that you escalate this under my ProSupport Flex coverage and arrange a system replacement of equivalent or better specification, instead of keeping me in an indefinite wait.”​
• If they push back, ask them to point to the contract:
  
  “Can you please show me where, under my ProSupport Flex / Collect and Return terms, it allows you to keep a system in this state with no ETA on repair and no alternative solution?”​

Next concrete step

If you have access to the actual ProSupport Flex service description (PDF or portal page), look for:

• “Service Level Agreement” / “SLA”
• “Response time” and “on‑site service”
• Any wording like “commercially reasonable efforts” or “subject to parts availability”

That will tell you how hard you can lean on them from a contractual standpoint. Even without that, the combination of long‑term ProSupport Flex + KYHD + the current disruption gives you a strong, reasonable basis to insist on proper escalation and, if parts still can’t be sourced, a replacement.

I managed to get the PDF of SLA

It explicitly includes
1- The "Next Business Day" Promise
2- The "Whole Unit Replacement"

 

[Bot]

I managed to get the PDF of SLA

It explicitly includes
1- The "Next Business Day" Promise
2- The "Whole Unit Replacement"

That SLA wording is exactly what you needed – Next Business Day + Whole Unit Replacement gives you solid leverage.

1. What this means for you

Since you now have:

• “Next Business Day” promise
• “Whole Unit Replacement” explicitly mentioned

You can reasonably argue:

• They have already failed to meet the intended NBD resolution/repair timeframe.
• If parts cannot be sourced in a timely manner, the correct path under the SLA is whole‑unit replacement, not an open‑ended “no ETA, please wait”.

I still can’t make a legal determination for you, but from a practical/support perspective you’re now on very strong ground.

2. Check the exact trigger conditions

Before you contact them tomorrow, read the SLA carefully and find:

• The exact text under “Next Business Day” (is it response only, or response + on‑site, or resolution?).
• The exact text under “Whole Unit Replacement”:
  • When does it apply? (e.g. “if the product cannot be repaired”, “if parts are unavailable”, “at Dell’s discretion after failed attempts”, etc.)
  • Any limitations or exclusions (region, model, time window).

Write down the section numbers/paragraphs so you can quote them.

3. How to use this when the 48 hours are up

When you contact Dell after the 48 hours:

• Reference their failed NBD
  
  “Under my ProSupport Flex for Client SLA, I have a Next Business Day service promise (section X of the SLA PDF). We are now beyond that, and the case is still stuck at ‘work order created’ with no ETA on parts.”​
• Tie it to parts unavailability
  
  “You have been unable to provide an ETA for the motherboard and touchscreen despite multiple requests. This strongly suggests Dell cannot source the required parts within a reasonable time.”​
• Invoke the Whole Unit Replacement clause
  
  “The SLA also includes a Whole Unit Replacement option (section Y). Given the missed NBD target and the lack of parts / ETA, I am now requesting that you proceed with a whole‑unit replacement of equivalent or better specification in line with this SLA.”​
• Demand escalation if the agent resists
  
  “Please escalate this case to a supervisor or escalation team. I would like a written explanation of why the Whole Unit Replacement clause is not being applied here, if Dell refuses to do so.”​

4. Example wording you can reuse

You can adapt something like this (by chat/email):

“This system is covered by ProSupport Flex for Client with a Next Business Day promise and Whole Unit Replacement, as stated in my SLA PDF (sections X and Y).

My case has been open for several days. The portal still only shows ‘work order created’, and you have repeatedly told me there is no ETA for the required motherboard and touchscreen. Meanwhile, the hardware failure is severely impacting my productivity – USB‑C, dock support, and even a simple driverless USB hub no longer work.

At this point, the Next Business Day service target has clearly not been met, and there is no confirmed path to repair because parts availability cannot be confirmed.

In line with the Whole Unit Replacement clause in my SLA, I am formally requesting a replacement system of equivalent or better specification instead of waiting indefinitely for parts. If you decline this request, please escalate my case to a supervisor/escalation team and provide a written explanation referencing the SLA as to why Whole Unit Replacement is not being applied.”​

5. If they still try to stall

If they repeat “no ETA, please wait”:

• Calmly repeat that:
  • You have NBD + Whole Unit Replacement in writing.
  • They have not met NBD.
  • There is still no ETA.
• Ask specifically for:
  • A case escalation reference number.
  • Contact to Customer Care / Complaint Management rather than just front‑line tech support.
• Save all chats/emails + SLA PDF + screenshots of “work order created” – this is your paper trail if you need to complain higher up (Dell country office, reseller, or, if applicable, a local consumer/business protection body).

Summary

You now have exactly the clauses you need: Next Business Day and Whole Unit Replacement. Quote them, point out that NBD has effectively failed and parts have no ETA, and firmly but calmly insist they honour the whole‑unit replacement option instead of leaving you in an open‑ended waiting loop.

 

[Divine_Barakah]

@Bot

I have received an email from Dell Support

"You case is delayed"
"We received your request for service, but some parts aren’t available yet."

 

[Bot]

@Bot

I have received an email from Dell Support

"You case is delayed"
"We received your request for service, but some parts aren’t available yet."

That email is annoying, but it actually helps you: Dell has now explicitly admitted that your case is delayed due to parts unavailability.

This is exactly the situation where you lean on:

• Your Next Business Day SLA
• Your Whole Unit Replacement clause

What to do now

Reply to that email (or open a chat/phone case but ask for written confirmation) and:

• Quote their own message about parts not being available.
• Reference your SLA (NBD + Whole Unit Replacement).
• Formally request whole‑unit replacement.
• Ask for escalation if they don’t immediately agree.

Suggested reply you can adapt

You can copy/paste and adjust details (case number, dates, SLA section numbers if you have them):

Dear Dell Support,

Regarding case [your case number], I have received your email stating that “your case is delayed” and that Dell “received your request for service, but some parts aren’t available yet.”

This system is covered by ProSupport Flex for Client with a Next Business Day service promise and a Whole Unit Replacement option, as specified in my SLA (sections [X] and [Y] of the SLA PDF).

We are now well beyond a Next Business Day timeframe, and Dell has confirmed that the required parts (motherboard / touchscreen) are not available with no ETA. In the meantime, the hardware failure is severely affecting my productivity: USB‑C, dock support, and even a basic driverless USB hub do not work.

Given:

• The missed Next Business Day service target
• The ongoing lack of parts availability and ETA

I am formally requesting that Dell proceed with a Whole Unit Replacement of equivalent or better specification in accordance with my ProSupport Flex SLA, rather than asking me to wait indefinitely for unavailable parts.

If you cannot process this request directly, please escalate my case to a supervisor or the appropriate escalation / customer care team, and provide a written explanation referencing the SLA as to why Whole Unit Replacement would not be applied in this situation.

Please also note that this system has Keep Your Hard Drive coverage, so I will be retaining my existing drive as per that service.

Kind regards,
[your name]​

Practical tips

• Attach or reference the SLA PDF filename if possible (e.g. “Dell ProSupport Flex for Client SLA – [region] – rev xx”).
• Keep all emails + that “parts aren’t available yet” message as part of your paper trail.
• If they ignore the replacement request and just repeat “wait for parts”, reply again, re‑quoting the Whole Unit Replacement wording and asking specifically for:
  • A supervisor or escalation team contact
  • A case escalation reference number

Bottom line

Them admitting “some parts aren’t available yet” is exactly what you needed to justify pushing hard for whole‑unit replacement under your ProSupport Flex SLA. Don’t accept an open‑ended delay—answer in writing, reference the SLA, and ask clearly for escalation + replacement.

 

[Divine_Barakah]

That email is annoying, but it actually helps you: Dell has now explicitly admitted that your case is delayed due to parts unavailability.

This is exactly the situation where you lean on:

• Your Next Business Day SLA
• Your Whole Unit Replacement clause

What to do now

Reply to that email (or open a chat/phone case but ask for written confirmation) and:

• Quote their own message about parts not being available.
• Reference your SLA (NBD + Whole Unit Replacement).
• Formally request whole‑unit replacement.
• Ask for escalation if they don’t immediately agree.

Suggested reply you can adapt

You can copy/paste and adjust details (case number, dates, SLA section numbers if you have them):

Dear Dell Support,​

​

Regarding case [your case number], I have received your email stating that “your case is delayed” and that Dell “received your request for service, but some parts aren’t available yet.”​

​

This system is covered by ProSupport Flex for Client with a Next Business Day service promise and a Whole Unit Replacement option, as specified in my SLA (sections [X] and [Y] of the SLA PDF).​

​

We are now well beyond a Next Business Day timeframe, and Dell has confirmed that the required parts (motherboard / touchscreen) are not available with no ETA. In the meantime, the hardware failure is severely affecting my productivity: USB‑C, dock support, and even a basic driverless USB hub do not work.​

​

Given:​

• The missed Next Business Day service target
• The ongoing lack of parts availability and ETA

I am formally requesting that Dell proceed with a Whole Unit Replacement of equivalent or better specification in accordance with my ProSupport Flex SLA, rather than asking me to wait indefinitely for unavailable parts.​

​

If you cannot process this request directly, please escalate my case to a supervisor or the appropriate escalation / customer care team, and provide a written explanation referencing the SLA as to why Whole Unit Replacement would not be applied in this situation.​

​

Please also note that this system has Keep Your Hard Drive coverage, so I will be retaining my existing drive as per that service.​

​

Kind regards,​

[your name]​

Practical tips

• Attach or reference the SLA PDF filename if possible (e.g. “Dell ProSupport Flex for Client SLA – [region] – rev xx”).
• Keep all emails + that “parts aren’t available yet” message as part of your paper trail.
• If they ignore the replacement request and just repeat “wait for parts”, reply again, re‑quoting the Whole Unit Replacementwording and asking specifically for:
  • A supervisor or escalation team contact
  • A case escalation reference number

Bottom line

Them admitting “some parts aren’t available yet” is exactly what you needed to justify pushing hard for whole‑unit replacement under your ProSupport Flex SLA. Don’t accept an open‑ended delay—answer in writing, reference the SLA, and ask clearly for escalation + replacement.

I had a 4-hour chat with one of the Dell Supervisors of the Social Media time and after a really hard negotiation process, the Supervisor explicitly said "Thank you for your time here, I have approval to proceed with system exchange".

Mins later the Supervisor called me on my personal mobile and tried to push me for a refurbished device when I explicitly asked for a brand new device. When I asked him if the call was being recorded he did not answer. I repeated the question and he answered "I cannot confirm"

I asked the supervisor to escalate my case four times and each time he ignored my requests.

 

[Bot]

I had a 4-hour chat with one of the Dell Supervisors of the Social Media time and after a really hard negotiation process, the Supervisor explicitly said "Thank you for your time here, I have approval to proceed with system exchange".

Mins later the Supervisor called me on my personal mobile and tried to push me for a refurbished device when I explicitly asked for a brand new device. When I asked him if the call was being recorded he did not answer. I repeated the question and he answered "I cannot confirm"

I asked the supervisor to escalate my case four times and each time he ignored my requests.

You did very well getting them to the point where they explicitly approved a system exchange. The way the supervisor handled the follow‑up call is exactly why you now want everything in writing.

Key points in what just happened

• You have a written statement: “I have approval to proceed with system exchange.”
• On the phone (off the written record), they tried to:
  • Push you into accepting a refurbished device
  • Avoid confirming whether the call is recorded
  • Ignore multiple explicit requests to escalate

From a support/contract perspective, the important thing now is:

• Lock in what they already wrote (system exchange).
• Force clarity, in writing, about new vs refurb and under what terms.

1. Check your SLA wording about replacement

Before replying, re‑read the Whole Unit Replacement section and look for things like:

• “Dell may provide replacement systems that are new or refurbished at Dell’s discretion.”
• Any wording saying “like‑new”, “equivalent or better”, etc.

If it says “new or refurbished at Dell’s discretion”, then:

• You may not have a formal right to demand a brand new unit.
• You do still have the right to:
  • Insist on equivalent or better specification
  • Insist on a proper, fully functional, like‑new system with full warranty continuing
  • Refuse a clearly inferior or battered refurb

If it does not mention refurbished devices at all, that strengthens your argument for a brand new device, or at least makes their position more questionable.

2. Immediately follow up in writing (email/chat)

You want to create a written record that:

• Confirms the system exchange approval
• Documents that they tried to switch to a refurb on an unconfirmed phone call
• Re‑states your request for a new unit and escalation

You can adapt something like this:

Dear Dell Support,

Regarding case [your case number]:

Earlier today, your supervisor on the Social Media team confirmed in writing: “I have approval to proceed with system exchange.”

Shortly afterwards, I received a phone call from the same supervisor on my personal mobile. During this call:

• He attempted to push me towards accepting a refurbished replacement device, even though I had explicitly requested a brand new system.
• When I asked if the call was being recorded, he initially did not answer. When I repeated the question, he replied, “I cannot confirm.”
• I requested escalation of my case multiple times, and these requests were ignored.

For transparency and to have a clear record, I would like to clarify the following in writing:

• Does the approved system exchange refer to a brand new device or a refurbished device?
• If Dell intends to provide a refurbished system, please confirm this explicitly in writing and explain how this aligns with the Whole Unit Replacement provision in my ProSupport Flex SLA.
• Please also confirm that the replacement system will be of equivalent or better specification (CPU, RAM, storage, display, ports, etc.), and that my existing ProSupport Flex, Complete Care, and Keep Your Hard Drive coverage remain in force on the replacement.

Given the length of this case, the missed Next Business Day timeframe, the ongoing unavailability of parts, and the severe impact on my productivity, I again request that this case be escalated to the appropriate escalation / customer care / complaint team. Please provide me with a written escalation reference and contact point.

I would prefer that all further decisions about the system exchange (including whether the replacement is new or refurbished) be communicated in writing via email or chat rather than by unrecorded phone calls.

Kind regards,
[your name]​

3. Strategy on “refurbished vs new”

Realistically:

• Most OEM SLAs allow them to use refurbished hardware for replacements.
• However, you can still negotiate:
  • Ask for “like‑new” grade only (no cosmetic damage, low hours, new battery/keyboard if possible).
  • Insist on same or better model/spec (e.g. equal or newer generation CPU, same RAM/SSD, same or better panel, same/thunderbolt USB‑C functionality, etc.).
  • Ask for warranty to continue unchanged to 2027/2028 as per your original coverage.
• If the SLA does not clearly allow refurb, you have a stronger argument for a new unit, and you can mention that you expect a new system unless the SLA explicitly states otherwise.

4. Stop doing anything important on the phone

Given how that call went:

• Politely tell them you prefer written communication for all further decisions.
• If they call again:
  • You can say: “Please summarise everything in email/chat so I have it in writing.”
  • Do not agree to anything on the phone that you wouldn’t accept in writing.

5. If they still ignore escalation

If they keep ignoring escalation requests:

• Keep every email/chat where you asked for escalation.
• If you bought through a reseller or partner, involve them – they sometimes have Dell account managers who can push harder.
• Depending on your country, you may eventually have the option to:
  • File a written complaint with Dell’s country office / “Customer Care / Complaints” team.
  • If things get very bad and drag on, consult a local consumer/business protection body, but that’s more of a last resort.

Summary

You’ve already won the big step: approval for system exchange. Now you need to:

• Lock it down in writing.
• Force them to clarify new vs refurb in writing.
• Keep pushing (in writing) for escalation and for a replacement that is at least equivalent or better and consistent with your SLA.

If you want, you can paste the exact “Whole Unit Replacement” clause text here (without personal info) and I can help you fine‑tune the wording of your next message even more precisely.