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 dostill 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.
