Need help with Dell customer service for Latitude

I bought a Dell Outlet E6500 a few weeks ago which came with a broken optical drive and heat vent. I got the standard 3 year warranty with the mail-in service. I contacted Dell on Friday, Jan. 30th. Dell overnighted a box to me for return shipment to the depot, which arrived on Monday, Feb 2nd. However, since then it has gone down hill, and I need help with what to do. The return shipment was ground shipping, so even though I put it in the mail (via Fed Ex) on Tuesday, Feb 3rd, it didn't appear to have been delivered until yesterday, Monday, Feb 9th. I called Dell today to inquire on the situation and my laptop, and was told that I likely won't get the system back until next Wednesday, February 18th! That's nearly 3 weeks after I first reported the issue. I was told that Dell does not overnight ship with their standard Latitude warranty from the Outlet. So here I am with a computer that I receive that is defective, and by simply sending it back for repairs, I have to wait 3 weeks to get it back. Not only that, but my 21-day test period to decide whether to return it will expire too before I even get the computer back.

What do I do? I asked to speak to a supervisor and was told "they were all busy, but one could call me back." However, the service rep couldn't give me any time frame as to when that would be, so for all I know it would be next year. Even worse, before he got my phone # to "pass to a supervisor," he disconnected the call.

I am furious!!!!!!!! I want my computer, and I'm even contemplating returning it just on principle, however, I don't even have the system to return.

Please help. I've read posts on NBR about Dell quickly resolving issues with Dell Outlet purchases. I don't know why I'm the exception here, but would love some advice on how to proceed.

Thanks!

 

Call again. Everytime you get a different guy. Be polite and ask for a supervisor. Also, record the convo with a recorder or your phone.