I purchased this brand new laptop “Inspiron 13 5000 Series 2-in-1 5379” back in December 7th 2017 as a Christmas and New Year’s present for mom who runs her real estate business and is constantly on the go. This laptop appealed to me as it is touchscreen and light weight. Because it was a Christmas/New Year’s present, I wanted to surprise my mom and did not give her the laptop until the end of December. And with the holidays, she did not start to use the laptop until January. Upon use, the laptop was so slow in its ability to process tasks and programs unlike I’ve ever seen before. It took upwards of 5-10 minutes to fully start up. Simple programs such as internet explorer and google chrome took 2 minutes of loading time, while Microsoft office and adobe acrobat took even longer. Thus my horrendous customer service experience with dell began: The first couple of call, the representative told me that it could be some of the windows updates that aren’t fully installed on the computer thus causing it to be slow. I believed him and let all the updates install. This took hours with the laptop operating so slowly. After installing all the updates the computer continued to exhibit the same symptoms. Second round of calls, when I asked to explore what options I have, the representative told me that I have already gone beyond the 30 day return policy period and can no longer return the product. I was surprised to learn that the first representative that I called did not mention this policy at all and that I was about to miss the deadline. Nonetheless, I went with their protocol and the rep started to want to troubleshoot my computer remotely. This whole process, including providing information to the rep, they connect to my laptop, run test and diagnosis on the laptop, performed optimization processes, took about 3 hours on the phone. At the end, I was told to evaluate the laptop for a while to see if the problem persist. (Of course it did) Third round of calls, at this point it has been a few months since I first started to call. I was fed up and angry as my mom still had not been able to enjoy her “brand new” laptop. I had to escalate the case from the rep to their supervisor as the rep was still trying to offer solutions to test out the laptop. The supervisor was nice enough to have me send the lap top back to their technicians for repair. It sent it in and 2 weeks later, my laptop returned. They replaced the hard drive and reinstalled the OS. The problem? PERSISTED. Similar to the first call, there were many windows updates that had to be installed and I thought it could be just the updates. But no, the problem persisted. Fourth round of calls, a month and a half after I received the laptop back from Dell technicians, I called again. This time demanding an exchange as the laptop is clearly defective. The rep transferred me to a supervisor who told me that exchanges had to be approved by her bosses in another department and they would give me a call back. The Call Back: Karan Haresh was his name. He spoke in a condescending and matter-a-fact tone to me as if I’m stupid and didn’t have a clue about computers. He first accused me of not reaching out to Dell in 3 months after the computer was returned from their technicians group when it was clearly 1 and ½ months. After I confronted him and pointed to the evidence in my email, he switched tactics and started to tell me that the computer was operating fine for all the days that I didn’t call them back to complain until now the problem suddenly occurred and I just want a new computer. Ultimately, he told me that I was SOL and I’m stuck with this pathetic piece of junk that you call a “New Computer”. This really ticked me off. I am a U.S. Army Veteran and I served in Operation Iraqi Freedom. Integrity is one of my most important values. Yet here I have this Dell advanced resolutions representative making up timelines and defaming my character. Second, having knowledge in building my own desktop computers in the past, no matter what the issue is, a brand new computer does not exhibit lag in processing time after just a few month of light to no usage. (Malware and virus can obviously cause this but the laptop was sent in for repair and none was found) similarly, since the laptop came back, it was slow upon arrival. The computer is clearly defective and I’m being left stranded. To those that are about to consider a laptop or any product from dell, please BE WARE of their customer service practices. I’m sure my story isn’t the first and sure as hell isn’t the last. I will be posting this review on all consumer websites I know. I will also dispute this charge with my credit card company and likely pursue legal ramifications as I believe no customer should be treated this way and a company that will send you lemons and point the finger at the customer with a condescending tone should be made public of their actions and be held accountable.