Does Dell Really Care?

Dell Computers
RE: Customer Complaint

To whom it may Concern,
Unfortunately, I find myself in a position where phone support is unable to resolve the issue with my Alien ware Laptop. I have tried numerous times over the last 7 months to resolve the issue and have not been able to do so. I hope that writing this letter will find its way to someone’s desk that can resolve my issue and make me a loyal DELL customer once again.

I have now to date been without not one but 2 fully functioning computers for the last 7 months, I had to purchase a net book as most of my household finances and my homecare for my parents is done either online or with other various programs. This has been a very frustrating process to say the least, I have been on the phone with your support team so much that it severely cuts into the time I should be spending taking care of my parents, on average it takes an hour to get to someone and explain what’s going on with the computer and what’s been done in the past to rectify it and the tech team having to find someone else I’m assuming a supervisor to ask them what they can do to help, its an exhausting process... Its difficult to remain confident in a company that tells you they will email you or call you back on a certain day only to be let down by there being no return call of email for days afterward, I’m sure you can imagine the disappointment I must feel as a consumer of your product, I’ve owned and recommended dell for many years, and to be honest I feel as though the reason I first started buying DELL (CUSTOMER SERVICE) is a thing of the past. I sincerely hope that isn’t the case, but with the service I have received and the manner in which I have received it thus far it seems to be the most likely conclusion.

When I purchased the Laptop I also purchased COMPLETE CARE which by the definition alone should give one a sense of security that whatever your issues are they will be taken care of in a professional and timely manner, which in my estimation has not happened here at all, this is not to mention the fact that over 7 months of a warranty I’ve paid for has been wasted in playing the swap your parts campaign that your tech support team seems to want to wage, or we will get back to you. Yes, I have received replacements and yes, there have been techs to my home to repair the computer (ONLY ON ONE OCCASION AFTER A 4 AND A HALF MONTH WAIT, WHAT ABOUT THE 24 HOUR IN HOME SERVICE AFTER THE REMOTE DIAGNOSIS) but continually having blue screen issues and other hardware and software issues (which to clarify were all installed by DELL) is a bit much to ask a customer to endure. The last replacement I received did not function right out of the delivery box! When I called DELL to report what was going on I was directed to take the existing computer apart and swap some parts from that one to the replacement??? I mean seriously I have to repair a replacement computer right out of the delivery box before I can use it?? Are they not being tested before being shipped out? After swapping out the parts I was directed to by your support team, I notice that the back of the computer I was sent to replace the one I had looked as though it had been dragged on a roadway, I mean it was not something that you would want at your home from a company the size of DELL and after paying what these things cost.
I have now had the replacement that did not work out of the box for approximately 4 weeks when you try to start it all it does is beep and it is now sitting in a box waiting for some kind of resolution to this matter. I will attach some correspondence that I have had with DELL regarding this matter, along with service ticket numbers and my customer number. IF SOMEONE could please look into this and contact me directly and tell me what can be done to resolve this debacle is I’d appreciate it.

I feel that my only recourse right now is to forward this letter and my other pertaining information along to the DPBR and the BBB and any other agencies that I can find that will help me in getting value for what I’ve spent with your company.
I can no longer continue to call each and every day spending between 1 1/2 -3 hours explaining and begging for a working computer that I paid for. I should not have to beg and in good faith and with an over abundance of patience sit back and be further stressed out concerning this issue, someone please help me to resolve this issue.

I'm dealing with a father whom has been in the hospital for 15 days and a mother who is undergoing chemo for breast cancer, I do not need the added stress nor do I have the time any longer to continue to wage this campaign for my consumer rights on my own any longer.

 

emails will get you no where. if you want to file a compaint, do it with the BBB. i had an issue which to forever to resolve, ended up file a complaint to the BBB and within a few days have everything resolved. hope this helps

 

Did you file in your state or in Texas?
Thanks!

 

Try sending a copy of the email to the CEO at dell.com the Corp Resolution Dept will receive it and should give you a call to resolve the matter. As stated over several time at the following Posts http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html
you will find that most problems can be resolved.

 

Emails were sent to the CEO, CFO and all of the board of directors, one bounced back from one of the directors. I mean they can keep sending me their junk, eat up my 769.00 warranty and I'm stuck with nothing.
I even worked with a rep. for 3 weeks promising me the world, then they came back with....well send it into the depot, how nice after 3 weeks! Another 21 days, poof.

 

did u know that dell actualy means in dutch ;p

tbh i find dell technical support useless, dell send me a m17x r3 with a normal 500gb instead of the momentus xt hybrid drive.

i spend more time explaining what the difference is between the 2 and tellin them what a hybrid drive is then actualy gettin results out of them.

i hope u get it all sorted tho, gl with everything.

 

Sorry to hear about your issues. I really hope you get a computer that works and soon. And do they care? The answer is NO. They are a large corporation...and you are a peon. Sometimes you will get someone who can really help you, most of the time you don't get someone who knows anything. Please let us know how this turns out

 

Sorry to hear. Hope everything works out for you.

 

i file online in my local state CA.

 

Wow, this is just don't care attitude from dell. Good luck with your problems.

 

Email [email protected]. See if anything happens for you. And if not, BBB is the way to go, bro. Gerard James took care of me, and for a few other members on here too.

 

I feel your pain. Been dealing with them constantly for 5 months. You figure if you pay this much you'd receive something that even sorta resembles a nice product or good customer service. I've learnt my lesson. I too have had to buy another notebook for business purposes. I will never buy another and will continue to express my dissatisfaction to all those who are looking into buying one to hopefully persuade them from the miserable experience I and so many others have had!

 

OMG these people are crazy... CBG/SMB Resolution Expert Center

They want me to send them the PC for repair but are ignoring my requests addressing the warranty. My reply....

I appreciate you contacting me regarding the issue I’m having with my ALIENWARE laptop. I’m sorry it has taken me a few days to get back to you but I have both of my parents sick and one is now in the hospital, and as I’m sure you can imagine my days have been filled with endless calls and running around to get things in order for them. With that being said I’d like to get the issues I’m having with your company behind me as I have other more important family matters to attend to. This in my opinion has gone on for far to long as I’m sure you would agree, I’ve owned DELL computers for quite some time and have never had the issues I’ve had until I purchased a top of the line laptop from your company. Sadly, I’m not impressed with the level of service I’ve received after the point of sale. Which as we both know is where reputations are either made or broken.

Getting to the case at hand I’m a bit confused on a couple parts of the email you sent me regarding the warranty period and not being able to compensate me for part of the warranty that has been wasted on poor customer service. You stated in your email and I quote:

“ The warranty covers troubleshooting and parts replacement, which were done during the 7 months mentioned. The account has actually passed the 5 year limit for any type of warranty, therefore, we will not be able to extend the warranty”

First of all, the laptop was purchased in April of 2007, with a complete 4 year warranty covering accidental/damage service, warranty support service, next business day in home service after remote diagnosis, and in November of 2010 the warranty was extended an additional 2 years with the same warranty as listed above for a total of 6 years to date which in my opinion negates your theory of the not going past 5 year warranty plan. DELL had no problem taking an additional $770.00 for an additional 2 year warranty that extends past your 5 year cut off so I’m not totally understanding the statement that its not eligible for anything past 5 years as far as extending the warranty to cover the 7 months that the service on my unit was botched by your TECH Support. Were parts sent? YES. were replacements sent? YES. was the problem resolved? NO. and I believe that many failed attempts and either servicing a laptop or sending replacements should speak volumes as to the level of service that I have received from DELL.

The last replacement that I received from DELL did not function right out of the box, it was a refurbished computer, and honestly that would not have been an issue had it not looked as though it was purchased from a flea market, the case was all scratched up, the bottom looked as though it had been dragged behind a truck, the battery was cracked, there is no Microsoft sticker or service tag sticker on the computer, and mind you this is your top of the line product being sent to a customer that is evoking there 770.00 warranty service they paid for. For the life of me I cannot figure out how someone could explain that level of service as “parts and replacements were sent during the time period mentioned” DELL and the rest of the customer service world seem to have a different idea of what customer service is supposed to be, as a consumer I can honestly say that I’m not looking for the world here, I believe I have a right to expect good customer service in a timely manner, and the value for my money that I was lead to believe I was receiving when I rendered payment to you in good faith for not only the laptop but the warranty as well, not to mention the piece of mind that dealing with a well known and large company to put my mind at ease knowing that if I EVER had a problem with my computer that I’m covered by the best in the business, which sadly I’ve now had to rethink due to poor TECH support and the worse customer service I’ve had in my entire life. If you had any idea how many hours I’ve wasted sitting in the phone with your techs in the last 7 months trying to fix a computer that you have either just sent to me or one that is constantly getting blue screens … one can only shake your head at the hours and hours of my valuable time that you as a company have wasted.

I will reiterate what I feel is a reasonable resolution of this matter to you and your company once again,

· Replace the computer that you sent to me that is inoperable (ACTUALLY HAVE SOMEONE DO QUALITY CONTROL ON THE REPLACEMNT YOUR SENDING OUT TO MAKE SURE IT’S THE BEST PRODUCT YOU HAVE TO OFFER, AFTER ALL ISN’T THAT WHAT DELLS ABOUT?)

· Either extend the warranty the 7 months that tech support has wasted with either poor judgment or incompetency or refund the 7 months which by my math should be somewhere around $192.24

This would resolve the matter in my opinion, I’m not asking for anything I haven’t already paid for. I’m simply asking DELL to step up and do the right thing for a long time customer that has fallen through their system of customer service.

Again I’d like to thank you for contact me regarding the issues, I hope that you are able to get both DELL and myself on the right track to resolve the customer service issues and take away the black eye that I fell DELL has gotten over this debacle. I’m not sure who the “appropriate individuals” are that you refer to in your email, but I do hope that this case ends up with someone who cares about DELLS reputation in customer service, and doing the right thing for your customers.



Thank you for your cooperation,

Now this is their long winded reply in a nutshell...
The maximum amount of years allowed for system warranties is 5 years. Unfortunately, there are times when sales goes past that limit when they are not suppose to. It is something that Dell is currently trying to rectify.

Huh.... Who would in their right mind pay $32.05 a month for something that did not work? Sure I could repair it and sell it on Ebay or another site but like I told them, I would have to live knowing I was sticking someone else with a piece of junk but I see DELL has no problems doing this to people!!
Consumers BEWARE.

Dookie Thanks! This is not over yet I realize each day is eating my warranty up even more but at this point what the heck.

 

Just an update mailled the PC in not once but twice, after getting it back the first time still had the same issues, was told it needed a Hotfix, then that lady got taken off the case (Hotfix did not apply to my PC) then was told it was a BIOS update that guy disappeared, sent it back a second time they wiped everything fresh install of Windows7 no Respawn and still has the same problems.
So 9 months later a PC with a hand written Key for windows, no service tag sticker, no Alien Respawn, no factory image and still the same issues. Oh and now. Come to find out they over sold me on the warranty so they may refund what is left after this April ....gotta love em.

 

Really sorry to hear about your problems, Zobath. My personal experience of Dell is that they're really nice until you run out of warranty.
I tried to order an right-side video card fan from them twice after my warranty ran out, and they always say that everything is OK and that i will receive my confirmation mail to pay for the component, shortly..
It never does come.. And when i call back to complain, and tell them who i spoke to about ordering, they just tell me that they will speak to them about not doing their job properly, and then say that they will begin the order process again for me.


Anyhow, thats a flick in the hair of an problem compared to your'se. I feel your pain and your irritation. I wish you the best of luck with getting this solved,

- Scott.