Dell – a truly amazing and supportive supplier! I would like to share with you my personal experience with Dell, as a loyal customer. I had used a Dell 5520 with a 15” monitor, running Windows 7 for the past 10 years or more. It had never let me down but it was slow and had limited hard drive capacity, so as a Christmas gift my wife treated me to an upgrade. She purchased a Dell 3780 with 17” monitor and 1TB SSD. Following Christmas, finding time to transfer from the old device to the new was quite a challenge for me as I was a novice with Windows 10 and needed to transfer all my data, both from the old hard drive and also from an EHD. I also had to ensure that any app’s that I had used previously were Windows 10 compatible. I completed this exercise about 5 months after the initial purchase. It was after I believed the new 3780 to be ‘ready to go’ that I discovered an issue whereby the touchpad did not always function correctly, with the cursor/pointer wandering erratically around the screen. When I clicked on specific app’s, data or photos, very often a different one opened or was amended. Extremely concerning when performing online banking transactions. We contacted the supplier who offered to return the 3780 to a Dell location in Europe, for investigation and repair. Our main concern was that after reading many online reviews of other customers who had returned items for repair, their reports were not encouraging with many claiming damaged or sub-standard items on delivery home. We then spent many hours attempting many software and driver updates and reading about any related issues on the Dell site. We even thought that it could be data related to and impacted by the distribution of data between C &D drives. We tried both removal to an EHD and redistribution. All without any success. We attempted various other ‘fixes’, at best with only a temporary resolution. Our frustration with this new technical marvel was evident. It has not worked correctly from day 1. We had been in regular contact with Dell Technical Support and exhausted their advice and remote assistance. We were trying to arrange for onsite attendance with any appropriate parts that may be required to rectify our 3780. My 1-year support cover included with the 3780 purchase, was due to expire in October 2020, so I purchased Premium Support for 2 years on 8th September. In March 2021, Dell Technical Support committed to replace this 3780 with a brand new 3780 with the same specification. This would have been an acceptable solution for me. Then Dell technical Support informed me that the 17-inch 3780 was no longer available, and that they could only supply a 15-inch device. This means we unknowingly purchased an ‘end-of-life’ machine which may have a myriad of technical issues. Out of character, I then escalated the issue to the Executive Office of Michael Dell. That is when positive tangible action really progressed. Dell Technologies Advanced Resolution Services contacted me to confirm what my expectation was, I explained the need for a 17” monitor on a Windows 10 laptop, with adequate storage. They then arranged for me to exchange the 3780 for a brand new G7 17 7700 with 17” monitor. This happened quickly and without fuss, I have now been using the G7 for over a month and it is fantastic, I would recommend this machine and Dell Technologies to anyone. My overall experience is extremely positive and I remain a loyal Dell customer.