Impossible to resolve

We bought a Dell laptop from Evetech for my son for school in January 2020. In August 2020 my son informed us that there is a 7mm vertical white stripe on the left side of the screen. When he came home from boarding school we projected the laptop screen onto our TV. The projected image had no impairment.

I contacted Evetech for support to which they told me I had to contact Dell directly. This is where it has been extremely tricky. After two attempts I managed to get through (on a RSA JHB number) and spoke with a lady who was sitting in the Philippines. It was tough as she couldn't understand me and I could not understand her. It took nearly an hour to identify what the issue was because of the language issue and diagnostic testing was done. At this point she confirmed it was a hardware issue and the screen would have to be replaced. An on-site service appointment was scheduled and confirmed for Monday 28th September for the new screen to be replaced at our home address. We waited the whole day. Nobody called (I have my call logs), nobody came. My son had to return to boarding school that Tuesday the 29th September. He took his laptop with him as he uses it daily for school work. I did receive a phone call the following day from the technician (Preshen from Trisolar) he said he could come to repair the screen on Wednesday 30th October. I informed them that the laptop was no longer at our home address to which he said he could not go to the school and I was expected to relog the entire issue from scratch. I was not willing to do this as it had been incredibly difficult to get this far. The technician then confirmed he could go to the boarding school on Monday 5th November. Under the strict school Covid procedures the school made arrangements to allow this repair to go ahead. I got a phone call noon on Monday 5th November from the technician to say he doesn't have parts. I was flabbergasted. I asked what happened to the parts that he had for the repair. He said he could not use those parts as they were for a different address (surely the replacement screen would have the same job number?). I since have been told they do not have the parts to replace the laptop screen and was offered a system swap. Again nothing has been explained or made clear due to the difficulty in a foreign person dealing with the issue. The quotes have never matched our device configuration. I still am not sure if they are able to take the graphic card, RAM, 1TB hard drive etc. from our existing laptop to the system swap laptop. I have only ever received quotes on a Dell letter head. No other correspondence has had a Dell letter head or a full explanation as to how this all works.

I am not out to get an improved device but would expect a match in configuration. We took 2 months to buy this device. Even though we bought it online we went in store to look at a one before buying it.

This all started on the 11th of September 2020.

They now what to give me a refund but I do not want a refund as we will never be able to get the configuration/ specs for the amount we paid then. It is almost impossible to talk to someone (South African) that would hopefully be understanding and be able to resolve this issue.

I now feel desperate.

Kind regards, Maryanne