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Is this due to the outdated firmware or sth else?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]

That message is extremely generic, and it’s exactly the kind of line that needs to be pinned down with a written, policy-based explanation (which you already requested).

How to respond to that specific WhatsApp message
If you want to send one final reply to close the loop (and create a clean record), you can reply:

Thank you. Please confirm the policy basis for directing me to the reseller (policy name/section), and explain why Dell previously verified entitlement, performed remote support, and created work order XXXXXXXXXX for this service tag if Dell is not the responsible party.​

​

If you are unable to provide a policy-based written decision, please escalate/route this to the Advanced Resolution Group and confirm in writing that ARG owns the case.​

Why this is a useful “final” reply

• It directly addresses their statement (“we reviewed”) by requiring the output of that review: a policy and rationale.
• It gives them only two acceptable next steps:
  • Provide the policy-based decision, or
  • Route to ARG / confirm ARG ownership.

What to send to ARG (include the exact quote)
In your next ARG email, quote their line verbatim so it can’t be minimized:

Dell Technical Support’s latest message is: “Thanks for responding. We have reviewed this case and we would request you to please get in touch with the reseller.”​

​

They provided no policy basis and did not address why Dell previously verified entitlement, initiated remote support, and created work order XXXXXXXXXX (later cancelled).​

​

Please confirm in writing whether Dell ARG retains ownership of this case under ProSupport Flex and the resolution plan/timeframe. If Dell intends to transfer responsibility to the reseller, please provide the specific policy basis and what changed since Dell accepted and progressed the case.​

Evidence to attach

• Screenshot of that WhatsApp message
• Screenshot(s) showing WO creation and status/cancellation (if available)
• Any message where a supervisor approved an exchange (if you have it)

If you paste your most recent ARG email (redacted), I can help you tighten it so it stays factual, short, and “action-forcing.”

The most irritating part is that I still have not heard back from ARG, but I confirm that my Request Service is still "Working"

 

[Bot]

The most irritating part is that I still have not heard back from ARG, but I confirm that my Request Service is still "Working"

“Working” is a good sign in the sense that the case likely hasn’t been closed, but it doesn’t necessarily mean ARG is actively processing it at this moment—it can also just mean it’s open in their system and sitting in a queue.

What “Working” usually means (practically)

• The request isn’t marked closed/resolved yet.
• There may still be an assigned owner or it may be pending assignment/review.
• It does not guarantee you’ll get updates without prompting—especially after an escalation.

What you should do now (to avoid the case “stagnating”)

• 1) Send a short follow-up to ARG (email) requesting acknowledgment
  Ask them to confirm they received your escalation and to confirm who owns the case (ARG vs reseller). Keep it concise and attach screenshots.
  
• 2) Include a clear ask + deadline
  Example: “Please acknowledge within 2 business days and provide the resolution plan within 5 business days.”
  
• 3) Make sure everything is tied to the same identifiers
  In every message include:
  • Service Tag
  • Case/Service Request number
  • Work Order number (XXXXXXXXXX)
• 4) Don’t rely on WhatsApp for accountability
  Treat WhatsApp as supporting evidence only. ARG email (or Dell’s official case email thread) is where you want decisions recorded.

Follow-up email template to ARG (copy/paste)

Subject: Follow-up – ARG escalation / confirmation of case ownership (Service Tag: ____ / SR: ____)

Hello ARG Team,

I’m following up on my escalation. My Service Request remains in “Working” status, but I have not yet received a response from ARG.

Please confirm in writing:

• That ARG has received and is handling this case under my ProSupport Flex entitlement, and
• The resolution path and expected timeframe (repair vs exchange).

Local support is instructing me to “contact the reseller” without citing a policy basis, despite Dell previously verifying entitlement, performing remote support, and creating work order XXXXXXXXXX. Screenshots are attached/available.

Please acknowledge receipt within 2 business days and provide the next steps within 5 business days.

Kind regards,
[Name]​

One quick question (so I can tailor the next step)
When did you first email ARG (date), and do you have a specific ARG reference number or only the Dell SR/case number?

 

[Divine_Barakah]

“Working” is a good sign in the sense that the case likely hasn’t been closed, but it doesn’t necessarily mean ARG is actively processing it at this moment—it can also just mean it’s open in their system and sitting in a queue.

What “Working” usually means (practically)

• The request isn’t marked closed/resolved yet.
• There may still be an assigned owner or it may be pending assignment/review.
• It does not guarantee you’ll get updates without prompting—especially after an escalation.

What you should do now (to avoid the case “stagnating”)

• 1) Send a short follow-up to ARG (email) requesting acknowledgment
  Ask them to confirm they received your escalation and to confirm who owns the case (ARG vs reseller). Keep it concise and attach screenshots.
• 2) Include a clear ask + deadline
  Example: “Please acknowledge within 2 business days and provide the resolution plan within 5 business days.”
• 3) Make sure everything is tied to the same identifiers
  In every message include:
  • Service Tag
  • Case/Service Request number
  • Work Order number (XXXXXXXXXX)
• 4) Don’t rely on WhatsApp for accountability
  Treat WhatsApp as supporting evidence only. ARG email (or Dell’s official case email thread) is where you want decisions recorded.

Follow-up email template to ARG (copy/paste)

Subject: Follow-up – ARG escalation / confirmation of case ownership (Service Tag: ____ / SR: ____)​

​

Hello ARG Team,​

​

I’m following up on my escalation. My Service Request remains in “Working” status, but I have not yet received a response from ARG.​

​

Please confirm in writing:​

• That ARG has received and is handling this case under my ProSupport Flex entitlement, and
• The resolution path and expected timeframe (repair vs exchange).

​

Local support is instructing me to “contact the reseller” without citing a policy basis, despite Dell previously verifying entitlement, performing remote support, and creating work order XXXXXXXXXX. Screenshots are attached/available.​

​

Please acknowledge receipt within 2 business days and provide the next steps within 5 business days.​

​

Kind regards,​

[Name]​

One quick question (so I can tailor the next step)
When did you first email ARG (date), and do you have a specific ARG reference number or only the Dell SR/case number?

I already sent three updates to ARG and I attached the screenshots and the whole WhatsApp Transcript.

I don't want to sound emotional. I am waiting.

 

[Bot]

I already sent three updates to ARG and I attached the screenshots and the whole WhatsApp Transcript.

I don't want to sound emotional. I am waiting.

Waiting (after you’ve already sent 3 structured updates with evidence) is reasonable—and staying unemotional is actually to your advantage here.

How to “wait” without losing momentum

• Stop sending further updates unless something changes (new cancellation, new “contact reseller” message, etc.). Too many messages can get treated as noise.
• Pick a follow-up cadence and stick to it. A common approach is:
  • One follow-up after 2 business days with “please acknowledge receipt / confirm owner”
  • If no response, one more after 5 business days asking for a decision date
• Keep everything on one email thread so the history can’t be “lost.”

If you do send one more message, make it purely procedural
Here’s a neutral, non-emotional “last follow-up” you can use (short and factual):

Hello ARG Team,

Following my previous updates (with screenshots and WhatsApp transcript attached), I’m requesting a status update and confirmation of case ownership.

Please confirm:

• ARG is handling this case under ProSupport Flex (yes/no), and
• The expected date for the next actionable step (repair scheduling / exchange decision).

Thank you,
[Name]​

Parallel step that doesn’t concede anything
If you want to reduce the risk of stalling, you can contact the reseller in parallel but frame it as: “Please escalate with Dell / coordinate with ARG”—not “I accept this is reseller-only.” That keeps pressure on both sides without giving up your position.

Key point
You’re already doing the right thing: factual record, policy-based request, and controlled communication. The only “mistake” now would be flooding them with messages or letting WhatsApp pull you into back-and-forth.

If you tell me when you first escalated to ARG (date and timezone), I can suggest a reasonable “next follow-up date” that stays firm but professional.

 

[Divine_Barakah]

Waiting (after you’ve already sent 3 structured updates with evidence) is reasonable—and staying unemotional is actually to your advantage here.

How to “wait” without losing momentum

• Stop sending further updates unless something changes (new cancellation, new “contact reseller” message, etc.). Too many messages can get treated as noise.
• Pick a follow-up cadence and stick to it. A common approach is:
  • One follow-up after 2 business days with “please acknowledge receipt / confirm owner”
  • If no response, one more after 5 business days asking for a decision date
• Keep everything on one email thread so the history can’t be “lost.”

If you do send one more message, make it purely procedural
Here’s a neutral, non-emotional “last follow-up” you can use (short and factual):

Hello ARG Team,​

​

Following my previous updates (with screenshots and WhatsApp transcript attached), I’m requesting a status update and confirmation of case ownership.​

​

Please confirm:​

• ARG is handling this case under ProSupport Flex (yes/no), and
• The expected date for the next actionable step (repair scheduling / exchange decision).

​

Thank you,​

[Name]​

Parallel step that doesn’t concede anything
If you want to reduce the risk of stalling, you can contact the reseller in parallel but frame it as: “Please escalate with Dell / coordinate with ARG”—not “I accept this is reseller-only.” That keeps pressure on both sides without giving up your position.

Key point
You’re already doing the right thing: factual record, policy-based request, and controlled communication. The only “mistake” now would be flooding them with messages or letting WhatsApp pull you into back-and-forth.

If you tell me when you first escalated to ARG (date and timezone), I can suggest a reasonable “next follow-up date” that stays firm but professional.

I escalated first time on Dec 15 2025 14:00 GMT+2

 

[Bot]

I escalated first time on Dec 15 2025 14:00 GMT+2

Given you escalated on Dec 15, 2025 14:00 (GMT+2) and today is Dec 19, you’ve already allowed roughly 4 business days (Mon–Fri). At this point, a single procedural follow-up is reasonable and still doesn’t read emotional.

Recommended timing

• Send 1 short follow-up today (Dec 19) near end-of-business in their region (or now, if it’s already close). Keep it to 5–8 lines.
• If there’s no response by end of day Monday (Dec 22), then do a second and final escalation-style email that asks for a firm decision date and/or requests assignment to a case owner/manager.

Follow-up email (neutral, “status + owner + next action date”)

Subject: Status request / case ownership confirmation (Service Tag: ___ / SR: ___)

Hello ARG Team,

I escalated this case on 15 Dec 2025 (14:00 GMT+2) and provided the full WhatsApp transcript and screenshots in my prior updates.

Please confirm:

• Whether ARG is the current owner of this case (yes/no), and
• The next actionable step and expected date (repair scheduling / exchange decision / other).

Kind regards,
[Name]​

If they still don’t respond by Dec 22
Keep it non-emotional but firmer, e.g. request a named owner and a decision date (“please provide the name/role of the case owner and a target date for resolution”). If you want, paste what you’ve already sent to ARG (redacted) and I’ll help you write a “second and final” version that stays strictly factual.

What I would avoid right now

• More WhatsApp messages (they’ve already defaulted to “contact reseller” without substance).
• Multiple short “any update?” pings—one clean follow-up beats several nudges.

 

[Divine_Barakah]

This is the message I sent them

It has now been over 30 minutes since my last message.
As a reminder: My system is covered by Dell ProSupport Flex and Dell has already verified my entitlement, performed remote support, and created a work order (XXXXXXXXXX) for repair on this service tag.
My case is currently escalated to the Advanced Resolution Group and remains in 'Working' status. Please update your internal notes with my December 10, 2024 registration history.
If Dell believes this must be handled by the reseller instead, I require that decision in writing with the specific policy cited, and a formal explanation of why Dell previously accepted the case, initiated remote access, and created the local work order.

Now its been 3 hours without a single word from them.

 

[Bot]

Now its been 3 hours without a single word from them.

A 3-hour gap on WhatsApp support is unfortunately not unusual (queueing, shift handover, or they’ve effectively “ended” the chat by giving the reseller line), but it’s also a sign that you shouldn’t expect accountability or progress from that channel.

What this likely means

• They may have no further scripted response beyond “contact the reseller.”
• They may be waiting for ARG/internal notes to update (or they simply won’t engage further once you request a policy citation).
• WhatsApp is not a reliable place to get a written decision—use it as evidence only.

What to do now (best next steps)

• 1) Stop chasing WhatsApp
  Don’t send repeated “any update?” messages. You already made the key request. Take a screenshot showing the timestamp + no reply and keep it for your record.
  
• 2) Put the ball back in ARG’s court (one clean email)
  Since you escalated on Dec 15 and you’ve already sent multiple updates, send ONE short “status + owner + next action date” email (if you haven’t today). Keep it procedural (no emotion, no commentary on response time).
  
• 3) If you need movement today, use an official phone/case channel
  If you have a ProSupport number for your region, calling can sometimes get the case routed/assigned faster than WhatsApp. Ask them to confirm (in the case notes) who owns the case: Dell/ARG vs reseller.

If you want one final WhatsApp message (optional)
Only if you want to “close the loop” for the transcript—keep it short:

Noted. Since there has been no response, please confirm whether this chat/case is being closed. If Dell’s position is “contact the reseller,” please provide the policy citation (policy/section) and confirm this in writing in the case notes/email thread.​

Then stop.

Key point
At this stage, the productive path is ARG/email + case notes, not WhatsApp response time. If you paste your ARG follow-up draft (redacted), I can help you make it as concise and “action-forcing” as possible without sounding emotional.

 

[Divine_Barakah]

After I demanded written policy-based confirmation, Dell Technical Support - EMEA WhatsApp never reply to any of my messages.

 

[Bot]

After I demanded written policy-based confirmation, Dell Technical Support - EMEA WhatsApp never reply to any of my messages.

That can happen—once you ask for a policy-cited written decision, some frontline/chat channels will simply stop responding (or they’ll treat the WhatsApp conversation as “done”) rather than provide a formal statement. It’s frustrating, but it also means WhatsApp is no longer a useful escalation path.

What to do next (practical, non-emotional)

• 1) Treat WhatsApp as evidence only
  Take screenshots showing:
  • Your policy-based request
  • Their last “contact the reseller” message
  • The lack of further replies (timestamps visible)
• 2) Move the request to an official case channel (email/case portal)
  Dell is far more likely to provide a written decision (or at least a real status update) via the official case email thread/Support portal than WhatsApp.
  
• 3) Call ProSupport and ask for “case ownership” + “next action date”
  On the call, don’t debate the reseller point—ask them to:
  • Confirm who owns the case now (ARG / local support / reseller)
  • Read back the latest case notes
  • Give a target date for the next action (dispatch/exchange decision)
  • Add your request for a policy-based written decision into the case notes
• 4) Ask for a named owner
  “Please assign a case owner/manager and confirm their name/role via email.” This often helps stop the endless handoff.

Email template you can send to ARG / the case email thread

Subject: No response via WhatsApp – request written status + case ownership (Service Tag: ___ / SR: ___ / WO: ___)

Hello,

Dell EMEA WhatsApp support has stopped responding after I requested a written, policy-based justification for being redirected to the reseller.

Please confirm in writing:

• Who currently owns this case (ARG/Dell vs reseller), and
• The next actionable step and expected date.

If Dell’s position is that the reseller must handle it, please provide the specific policy basis (policy name/section) and explain why Dell previously verified entitlement, performed remote support, and created work order ________.

Regards,
[Name]
​

Phone script (30 seconds, keeps it calm)

“Hi, I’m calling about SR ____ for Service Tag ____. WhatsApp support stopped responding. Can you confirm who owns the case right now, read me the latest case notes, and give me the next action date? Also please add a note that I’m requesting a written, policy-cited decision if Dell is redirecting me to the reseller.”​

If you tell me what country you’re in (or which Dell support site/portal you’re using), I can suggest the cleanest channel to reach the case email thread/ProSupport contact without guessing.

 

[Divine_Barakah]

I've just received an email from Dell Support after I contacted their hotline


"I hope you are doing well.

I wanted to update you regarding your case. Your system appears to be blacklisted, and we have already escalated the matter to our Fraud team for further investigation.

In addition, I have escalated the issue to our Level 2 Support team so they can review it in more detail and assist with a email with a clear policy of what is happening .

We will keep you updated as soon as we receive more information. Thank you for your patience and understanding.

Kind
regards,"


I won't be intimidated by this. The service tag is showing Warranty valid and the Service Request is Working. I know this is just an audit to approve cross-regional system exchange.

I replied and provided them with all the facts and records.

 

[Bot]

I've just received an email from Dell Support after I contacted their hotline


"I hope you are doing well.

I wanted to update you regarding your case. Your system appears to be blacklisted, and we have already escalated the matter to our Fraud team for further investigation.

In addition, I have escalated the issue to our Level 2 Support team so they can review it in more detail and assist with a email with a clear policy of what is happening .

We will keep you updated as soon as we receive more information. Thank you for your patience and understanding.

Kind
regards,"


I won't be intimidated by this. The service tag is showing Warranty valid and the Service Request is Working. I know this is just an audit to approve cross-regional system exchange.

I replied and provided them with all the facts and records.

What they wrote is a meaningful change in direction: “blacklisted” + “Fraud team” is not the same as “contact the reseller,” and it’s something you should treat seriously (even if you believe it’s just an audit). I can’t know from here whether it’s an audit or a genuine ownership/fraud flag, so the safest approach is to stay factual and cooperative while insisting on clear written details.

What to do now (so you don’t get stalled or “soft-closed”)

• 1) Ask for a clear, written definition of “blacklisted” in your case
  Request the exact reason category (e.g., ownership dispute, suspected stolen asset, incorrect region/entitlement, duplicate tag, etc.) and who placed the flag (Dell internal vs external report). Keep it neutral: you’re not arguing, you’re clarifying.
  
• 2) Ask what documents they need and where to send them
  Typical items that may be requested:
  • Proof of purchase (invoice/receipt) showing date, seller, model/service tag (if present)
  • Proof of ownership / transfer confirmation (if you ever transferred ownership in Dell’s system)
  • Your registration history / emails confirming registration (you mentioned Dec 10, 2024)
  • Photos of the service tag label on the chassis and BIOS screen showing the tag
  • Any prior Dell case/work order numbers showing Dell previously verified entitlement
• 3) Ask for a target timeline and next update commitment
  Fraud/asset investigations can be slow unless you force a cadence. Ask: “When should I expect the next update?” and “What is the SLA/expected timeframe for Fraud + L2 review?”
  
• 4) Keep the tone cooperative and avoid assumptions
  Don’t write “this is just an audit” in the thread. If it truly is routine, they’ll resolve it faster if you don’t pre-judge. If it isn’t routine, that wording can backfire.
  
• 5) Keep everything in the official email/case thread
  WhatsApp is now irrelevant. Make sure every reply includes: Service Tag, SR number, and any WO numbers.

Suggested reply you can send (firm but non-emotional)

Hello,

Thank you for the update.

To proceed, please confirm in writing:
1) What “blacklisted” means for this specific Service Tag (reason category and the date the flag was applied), and which team placed the restriction.
2) What exact documents you require to clear the flag (e.g., proof of purchase, ownership transfer, registration history, photos of the Service Tag/BIOS screen), and the secure method/address to submit them.
3) The expected timeline/SLA for the Fraud Team review and the Level 2 review, and when I should expect the next status update.

For reference, the Service Tag currently shows warranty valid and the Service Request remains in “Working” status. I have attached/provided prior records showing Dell previously verified entitlement, performed remote support, and created work order XXXXXXXX.

Kind regards,
Name
Service Tag: ___ | SR: ___ | WO: ___​

Important note
Even if warranty shows “valid” and the SR is “Working,” Dell can still place an internal hold until ownership/asset status is cleared. So the fastest path is: provide whatever proof they request, get a written timeline, and ensure the case has a named owner.

If you paste (redacting personal data) what you replied with and what evidence you have (invoice? ownership transfer? registration email?), I can help you tighten the next message so it maximizes the chance they clear the flag quickly.

 

[Divine_Barakah]

What they wrote is a meaningful change in direction: “blacklisted” + “Fraud team” is not the same as “contact the reseller,” and it’s something you should treat seriously (even if you believe it’s just an audit). I can’t know from here whether it’s an audit or a genuine ownership/fraud flag, so the safest approach is to stay factual and cooperative while insisting on clear written details.

What to do now (so you don’t get stalled or “soft-closed”)

• 1) Ask for a clear, written definition of “blacklisted” in your case
  Request the exact reason category (e.g., ownership dispute, suspected stolen asset, incorrect region/entitlement, duplicate tag, etc.) and who placed the flag (Dell internal vs external report). Keep it neutral: you’re not arguing, you’re clarifying.
• 2) Ask what documents they need and where to send them
  Typical items that may be requested:
  • Proof of purchase (invoice/receipt) showing date, seller, model/service tag (if present)
  • Proof of ownership / transfer confirmation (if you ever transferred ownership in Dell’s system)
  • Your registration history / emails confirming registration (you mentioned Dec 10, 2024)
  • Photos of the service tag label on the chassis and BIOS screen showing the tag
  • Any prior Dell case/work order numbers showing Dell previously verified entitlement
• 3) Ask for a target timeline and next update commitment
  Fraud/asset investigations can be slow unless you force a cadence. Ask: “When should I expect the next update?” and “What is the SLA/expected timeframe for Fraud + L2 review?”
• 4) Keep the tone cooperative and avoid assumptions
  Don’t write “this is just an audit” in the thread. If it truly is routine, they’ll resolve it faster if you don’t pre-judge. If it isn’t routine, that wording can backfire.
• 5) Keep everything in the official email/case thread
  WhatsApp is now irrelevant. Make sure every reply includes: Service Tag, SR number, and any WO numbers.

Suggested reply you can send (firm but non-emotional)

Hello,​

​

Thank you for the update.​

​

To proceed, please confirm in writing:​

1) What “blacklisted” means for this specific Service Tag (reason category and the date the flag was applied), and which team placed the restriction.​

2) What exact documents you require to clear the flag (e.g., proof of purchase, ownership transfer, registration history, photos of the Service Tag/BIOS screen), and the secure method/address to submit them.​

3) The expected timeline/SLA for the Fraud Team review and the Level 2 review, and when I should expect the next status update.​

​

For reference, the Service Tag currently shows warranty valid and the Service Request remains in “Working” status. I have attached/provided prior records showing Dell previously verified entitlement, performed remote support, and created work order XXXXXXXX.​

​

Kind regards,​

Name​

Service Tag: ___ | SR: ___ | WO: ___​

Important note
Even if warranty shows “valid” and the SR is “Working,” Dell can still place an internal hold until ownership/asset status is cleared. So the fastest path is: provide whatever proof they request, get a written timeline, and ensure the case has a named owner.

If you paste (redacting personal data) what you replied with and what evidence you have (invoice? ownership transfer? registration email?), I can help you tighten the next message so it maximizes the chance they clear the flag quickly.

They still have not requested anything. I believe they're going to reply next Monday.

 

[Bot]

They still have not requested anything. I believe they're going to reply next Monday.

That’s plausible—Fraud/L2 queues often run on business-hours cadence, so a Monday reply wouldn’t be surprising. Since they haven’t requested documents yet, the best move is to be ready and then do one controlled follow-up if Monday passes without a concrete ask.

What you can do while waiting (no extra pressure, just preparation)

• Gather a single PDF/ZIP bundle so you can respond fast if they ask:
  • Proof of purchase / invoice (even if from a reseller/marketplace)
  • Any Dell ownership transfer confirmation or registration confirmation (you mentioned Dec 10, 2024)
  • Screenshots: warranty status page + SR “Working” + work order number
  • Photos: physical service tag label + BIOS screen showing the service tag
  • Timeline summary (1 page): dates of calls, remote support, WO created, escalation to ARG, etc.
• Keep communication to the official email thread only (avoid WhatsApp now).

If there’s no actionable update by end of day Monday
Send one short, procedural email that forces the next step (documents + timeline + owner), without sounding emotional:

Hello,

Following your update that the Service Tag appears “blacklisted” and has been escalated to Fraud + Level 2, could you please confirm:

• The Fraud/L2 reference number (if any) and the current case owner/team
• What documents are required from me to proceed/clear the hold, and where to submit them securely
• The expected timeline for the next update

Regards,
Name
Service Tag: __ | SR: __ | WO: __​

Key point
Waiting until Monday is reasonable—just make sure that after Monday you ask for specific requirements and a timeline so the case doesn’t sit in “investigation” indefinitely.

 

[Divine_Barakah]

That’s plausible—Fraud/L2 queues often run on business-hours cadence, so a Monday reply wouldn’t be surprising. Since they haven’t requested documents yet, the best move is to be ready and then do one controlled follow-up if Monday passes without a concrete ask.

What you can do while waiting (no extra pressure, just preparation)

• Gather a single PDF/ZIP bundle so you can respond fast if they ask:
  • Proof of purchase / invoice (even if from a reseller/marketplace)
  • Any Dell ownership transfer confirmation or registration confirmation (you mentioned Dec 10, 2024)
  • Screenshots: warranty status page + SR “Working” + work order number
  • Photos: physical service tag label + BIOS screen showing the service tag
  • Timeline summary (1 page): dates of calls, remote support, WO created, escalation to ARG, etc.
• Keep communication to the official email thread only (avoid WhatsApp now).

If there’s no actionable update by end of day Monday
Send one short, procedural email that forces the next step (documents + timeline + owner), without sounding emotional:

Hello,​

​

Following your update that the Service Tag appears “blacklisted” and has been escalated to Fraud + Level 2, could you please confirm:​

​

• The Fraud/L2 reference number (if any) and the current case owner/team
• What documents are required from me to proceed/clear the hold, and where to submit them securely
• The expected timeline for the next update

​

Regards,​

Name​

Service Tag: __ | SR: __ | WO: __​

Key point
Waiting until Monday is reasonable—just make sure that after Monday you ask for specific requirements and a timeline so the case doesn’t sit in “investigation” indefinitely.

I've just finished a call with Dell ProSupport (Hotline) and the agent confirmed that their support channel is different from the Social Media Team.

I asked them if the Social Media Team did escalate my issue and they confirmed that it was not escalated before yesterday.

I demanded a full chat transcript audit. I pointed the written promise of the Supervisor that he had approval to proceed with system exchange. I also pointed the confirmation of the other supervisor that my case was escalated to the ARG.

 

[Bot]

I've just finished a call with Dell ProSupport (Hotline) and the agent confirmed that their support channel is different from the Social Media Team.

I asked them if the Social Media Team did escalate my issue and they confirmed that it was not escalated before yesterday.

I demanded a full chat transcript audit. I pointed the written promise of the Supervisor that he had approval to proceed with system exchange. I also pointed the confirmation of the other supervisor that my case was escalated to the ARG.

That call was useful: it establishes (in Dell’s own words) that the WhatsApp/Social channel didn’t actually escalate when they said it did, and that ProSupport is a separate workflow. Now the goal is to convert all of this into case notes + a written position inside the ProSupport SR, so it can’t be “lost” between teams.

What to do next (keep it structured and evidence-led)

1) Get the “not escalated until yesterday” statement into the SR notes
On your next call (or via email reply), ask ProSupport to add a note like:

• Social/WhatsApp team confirmed to customer they escalated earlier, but ProSupport confirms escalation was only created/visible as of [date].
• Customer requests audit of prior chat promises and escalation claims.

Even if they won’t “audit,” getting this written in the SR stops backtracking later.

2) Ask for a single accountable owner
Request one of the following in writing:

• Assigned L2 owner (name/role) + next action date, OR
• Case Manager / Escalation Manager assigned due to conflicting statements from support channels.

3) Don’t frame it as “I demanded” in writing — frame it as a formal request
You can be firm without giving them an excuse to label you “uncooperative.” Use language like:

• “I am requesting a review of the chat records and the case notes for accuracy.”
• “Please confirm which statements are valid and actionable going forward.”

4) Anchor on the two key contradictions
In your next email, keep it to two points (with attachments):

• Promise of exchange approval (supervisor message): ask Dell to confirm whether that approval is valid, and if not, why it was communicated.
• Claimed escalation to ARG: ask for the exact escalation date/time, reference number, and owner/team.

5) Request the “audit” in a way they can actually fulfill
Dell may not provide a full WhatsApp transcript, but they can usually do one or more of the following:

• Confirm what is recorded in official case notes
• Provide a written summary of findings
• Confirm which commitments are honored vs not

So ask for those explicitly.

Email template (keeps it professional and forces specifics)

Subject: Request case-note correction + confirmation of prior approvals (Service Tag: ___ / SR: ___)

Hello,

Following my call with Dell ProSupport today, I was informed that ProSupport operates separately from the Social/WhatsApp support channel and that my issue was not escalated prior to [yesterday’s date].

I am requesting the following in writing (and added to the SR case notes):
1) Confirmation of the actual escalation date/time, the escalation reference (if any), and the current case owner/team (L2/ARG/Fraud/etc.).
2) Confirmation whether the supervisor’s written statement that he had approval to proceed with a system exchange is valid and actionable. If not, please explain why it was communicated and what the correct process/policy is.
3) A written summary of the review of the WhatsApp/Social communications as they relate to escalation claims and the exchange approval statement.

I have attached the relevant screenshots/messages for reference.

Kind regards,
Name
Service Tag: ___ | SR: ___ | WO: ___​

Practical tip
Keep a simple timeline document (1 page) and attach it each time. Support agents rotate; a clean timeline prevents “starting over.”

If you paste (redacted) the supervisor “approved exchange” message and the “escalated to ARG” confirmation, I can help you phrase the next email so it’s maximally difficult for them to dodge (while staying calm and cooperative).

 

[Divine_Barakah]

I ha

That call was useful: it establishes (in Dell’s own words) that the WhatsApp/Social channel didn’t actually escalate when they said it did, and that ProSupport is a separate workflow. Now the goal is to convert all of this into case notes + a written position inside the ProSupport SR, so it can’t be “lost” between teams.

What to do next (keep it structured and evidence-led)

1) Get the “not escalated until yesterday” statement into the SR notes
On your next call (or via email reply), ask ProSupport to add a note like:

• Social/WhatsApp team confirmed to customer they escalated earlier, but ProSupport confirms escalation was only created/visible as of [date].
• Customer requests audit of prior chat promises and escalation claims.

Even if they won’t “audit,” getting this written in the SR stops backtracking later.

2) Ask for a single accountable owner
Request one of the following in writing:

• Assigned L2 owner (name/role) + next action date, OR
• Case Manager / Escalation Manager assigned due to conflicting statements from support channels.

3) Don’t frame it as “I demanded” in writing — frame it as a formal request
You can be firm without giving them an excuse to label you “uncooperative.” Use language like:

• “I am requesting a review of the chat records and the case notes for accuracy.”
• “Please confirm which statements are valid and actionable going forward.”

4) Anchor on the two key contradictions
In your next email, keep it to two points (with attachments):

• Promise of exchange approval (supervisor message): ask Dell to confirm whether that approval is valid, and if not, why it was communicated.
• Claimed escalation to ARG: ask for the exact escalation date/time, reference number, and owner/team.

5) Request the “audit” in a way they can actually fulfill
Dell may not provide a full WhatsApp transcript, but they can usually do one or more of the following:

• Confirm what is recorded in official case notes
• Provide a written summary of findings
• Confirm which commitments are honored vs not

So ask for those explicitly.

Email template (keeps it professional and forces specifics)

Subject: Request case-note correction + confirmation of prior approvals (Service Tag: ___ / SR: ___)​

​

Hello,​

​

Following my call with Dell ProSupport today, I was informed that ProSupport operates separately from the Social/WhatsApp support channel and that my issue was not escalated prior to [yesterday’s date].​

​

I am requesting the following in writing (and added to the SR case notes):​

1) Confirmation of the actual escalation date/time, the escalation reference (if any), and the current case owner/team (L2/ARG/Fraud/etc.).​

2) Confirmation whether the supervisor’s written statement that he had approval to proceed with a system exchange is valid and actionable. If not, please explain why it was communicated and what the correct process/policy is.​

3) A written summary of the review of the WhatsApp/Social communications as they relate to escalation claims and the exchange approval statement.​

​

I have attached the relevant screenshots/messages for reference.​

​

Kind regards,​

Name​

Service Tag: ___ | SR: ___ | WO: ___​

Practical tip
Keep a simple timeline document (1 page) and attach it each time. Support agents rotate; a clean timeline prevents “starting over.”

If you paste (redacted) the supervisor “approved exchange” message and the “escalated to ARG” confirmation, I can help you phrase the next email so it’s maximally difficult for them to dodge (while staying calm and cooperative).

I have the full WhatsApp transcript exported into a zip file.

 

[Bot]

I have the full WhatsApp transcript exported into a zip file.

That’s excellent—having the full export gives you a strong, objective record. The main thing now is to preserve it properly and present it in a format Dell will actually review (many support queues won’t open ZIPs for security reasons).

1) Preserve the evidence (do this first)

• Keep the original ZIP unchanged in a safe place (backup copy too).
• If you can, compute a hash (SHA-256) of the ZIP and note it in your timeline. This helps prove it hasn’t been altered later.
• Do not post the raw ZIP publicly (it likely contains phone numbers, names, internal ticket IDs, etc.).

2) Convert it into a “Dell-friendly” package
Most support teams will engage faster with a short PDF + a few key screenshots than a chat export.

• Create a 1–2 page summary PDF with:
  • Dates/times (with timezone)
  • Names/roles as shown (“Supervisor”, etc.)
  • Exact key statements (copy/paste quotes)
  • What you requested vs what they promised (exchange approval / “escalated to ARG”)
  • What ProSupport told you (not escalated until yesterday)
• Attach screenshots of the specific messages where:
  • They said the case was escalated
  • They said exchange was approved / would proceed
  • They stopped responding after policy request (if relevant)
• Redact phone numbers, addresses, email addresses, and any payment info before sending or sharing.

3) How to submit it to Dell (without getting blocked)

• Reply in the official SR email thread and ask for a secure upload link or approved method to submit “WhatsApp transcript evidence.”
• If they refuse ZIPs, offer to provide:
  • PDF transcript export (if you can convert)
  • Or the relevant excerpts embedded in the email + screenshots
• Ask them to attach it to the case record and confirm in writing that it was received and reviewed.

4) Suggested wording to send

Hello,

I have the full WhatsApp chat transcript export available. Please provide an approved/secure method to submit it (upload link or accepted attachment type). If ZIP is not accepted, I can provide a PDF and screenshots of the key statements.

I request that this evidence be attached to the SR record and that you confirm in writing once it has been received and reviewed.

Regards,
Name
Service Tag: ___ | SR: ___​

If you tell me what format the WhatsApp export contains (e.g., a .txt file + media folder, or an HTML file), I can suggest the quickest way to convert it into a clean PDF “evidence pack” that support teams typically accept.

 

[Divine_Barakah]

Dell is stalling. I've contacted the hotline and the agent did not say a word about the so called fraud investigation. I have not received any emails.

I formally request a full chat transcript and I'm actively adding notes on the activity centre in my service request.

 

[Bot]

Dell is stalling. I've contacted the hotline and the agent did not say a word about the so called fraud investigation. I have not received any emails.

I formally request a full chat transcript and I'm actively adding notes on the activity centre in my service request.

If Dell told you in writing that it was escalated to “Fraud” but ProSupport now says nothing about it and you’re getting no emails, the immediate objective is to force a single written status inside the official SR that answers one binary question: Is the case on a fraud/blacklist hold or not? Everything else follows from that.

1) Don’t rely only on Activity Center notes
Adding notes is good for a record, but it often doesn’t trigger ownership or SLA the way an SR email thread or an L2 queue does. Make sure you also reply to the SR’s official email thread (or ask ProSupport to send you an email update so you have a reply channel that is definitely tied to the SR).

2) Request a “case notes read-back” and a written status
On the hotline, ask the agent to do two things (and stay on the call while they do it):

• Read the latest internal case notes verbatim (or summarize them line-by-line) and confirm whether there is a “Fraud/Blacklist hold” flag on the SR/service tag.
• Send a case summary email while you’re on the phone that includes:
  • Current status (Fraud hold: yes/no)
  • Current owner/team (L2/ARG/Fraud/queue name)
  • Next action + expected update date

If they can’t email, ask them to add the same text into the SR notes and confirm it was saved.

3) If the “Fraud” email was inaccurate, request correction in writing
You want Dell to explicitly reconcile the contradiction:

• Email says “blacklisted” + “Fraud team”
• Hotline agent sees no fraud investigation

Ask them to confirm one of the following in writing:

• “Fraud investigation is active (reference/queue ____), case is on hold pending ____,” OR
• “No fraud investigation is active; previous email was incorrect; case proceeds under standard warranty exchange/escalation path.”

4) About your “full chat transcript” request (what’s realistic)
Many support teams will not provide “full WhatsApp transcripts” via support channels, and they may not open ZIP files at all. The route that usually fits this type of request is a formal privacy/data access request (GDPR/UK GDPR if you’re in EMEA; similar privacy requests exist elsewhere). Practically:

• Ask ProSupport to confirm whether they can provide the transcript via support. If they can’t, ask for the Dell Privacy/data protection process for obtaining personal data and communications tied to your account/phone number.
• Separately, attach your own key excerpts (screenshots/PDF) to the SR so the case can move even if the transcript request takes time.

5) Short email you can post in the SR (Activity Center or case email)

Hello,

I have not received any further updates since the email stating the system is “blacklisted” and escalated to the Fraud team.

Please confirm in writing (in this SR):
1) Is there an active Fraud/Blacklist hold on this Service Tag or SR? Yes/No.
2) If Yes: which team owns it (queue/reference) and what specific information/documents are required from me to proceed, and the expected timeline for the next update.
3) If No: please correct the previous email in writing and confirm the case owner (L2/ARG) and the next action date for the exchange/escalation.

I also request guidance on the formal process to obtain the full WhatsApp/Social chat transcript associated with this case/phone number (if this must go through Dell Privacy / a data access request, please confirm the correct route).

Regards,
Name
Service Tag: ___ | SR: ___​

What to do if there’s still no written update
If you don’t have a written SR update by end of business Friday, December 26, 2025 (or the next business day in your region), call again and request escalation to an L2 case owner or escalation/case manager specifically due to conflicting written statements and lack of status updates.

Next step: paste the exact “blacklisted/fraud” email header date (and any SR status text you can see in the portal, with personal info redacted). I can help you turn it into a tighter escalation note that forces a Yes/No answer on the fraud hold and a concrete timeline.