Dell nightmare

I am going through a nightmare with Dell right now. I bought an Inspiron 1505 at the beginning of June. A month and a half later it stopped recognizing the AC adapter and wouldn't charge the battery. Initially tech support was helpful, told me the motherboard was probably defective, the repairs would be covered under warranty, and I should send it in.

I sent the computer DHL on Aug. 9. A couple days ago I got a phone message telling me the "motherboard and LCD" needed to be replaced, this wouldn't be covered under warranty, and I had until Aug. 20th to call them or it would be sent back un-repaired. When I called I was told the problem was a result of spill damage (coffee or coke). They then said the motherboard, keyboard, and palm rest would have to be replaced at my expense. I spilled nothing on this computer and don't even drink coffee or coke. They are lying or incompetent. The keyboard wasn't even broken when I sent it in to them, I had been using it the day I shipped it out! The only problem was with motherboard (the laptop didn't recognize the ac adapter). After an argument I was told they would re-check the system, send me photos of the damage, and get back to me the next day.

The next day I get an identical voice message and no photos sent to me. I call them back and am told they reviewed the system and still claim the problem is from spill damage so it won't be covered. I ask them to send me photos again and the tech support person does this time. I tell him that although I spilled nothing on the computer, I will review the photos and call back the next day. He then tells me that is not a possibility, I either have to authorize payment for repairs or they will immediately return the computer un-repaired. He then claims that they have had my computer since July 31st and they will hold it no longer. I explain to him that no, they haven't had it that long, I mailed it on Aug. 9th, have a phone message confirming they received it on Aug. 10th, and 2 phones messages (on 8/14 and 8/15) saying they will hold it until Aug. 20th. The Dell rep. then starts yelling at me telling me he has the DHL info right in front of him confirming I sent it on the 30th and they received it on the 31st, and he will have it shipped back to me if I don't authorize payment for repairs. He was so rude! Finally he just gets his supervisor.

I then go through the whole ordeal with his supervisor. Who is initially nice, but then becomes rude and condescending as well! We argue over the shipping date until he finally says something like, "ok, I'll pretend to believe you about the shipping date, that doesn't change the fact that there is spill damage." We get in an argument about this and he agrees to hold my computer for a few days until I have the chance to review the photos.
The photos I received show me absolutely nothing. They are very low quality images of the motherboard, and it is impossible for me to tell what they are trying to show me. I'm calling them back today when I get out of work to plead my case again!

This is by far the worst experience I have ever had with a company. I honestly don't believe a word they are saying to me anymore. I don't even think they have the right computer! The whole shipping date thing just proves they have no idea what is going on! There is no way I am giving Dell more money unless they own up to this problem. If they ship the computer back un-repaired I'm taking it to small claims, for sure. To spend over $1000 on a laptop, have it stop working a month and a half later, and then refuse to repair it is completely unacceptable. And to top it off, their reps accuse me of causing the problem AND lying about the shipping date. The spill damage issue is just my word against theirs I guess, but I can easily prove they are wrong about the shipping date. We'll see what happens.

 

Woooooow. I'm glad I haven't spilled anything on my lappy like you have. I would hate to have to deal with it!


I kid!

 

Damn man... i hope you get a brand new computer back... **** dell

 

Yo, thats not funny at all.

 

wow.. i can't even believe that. i'd flip on those guys for telling me i'm lying and probably curse at them too. lol. you should have taken pictures before you sent it..

 

Seems likely that your computer got mixed up with someone else's in their computer records. Do you have any records of your DHL shipment date? That would surely help to convince them.

Chris

 

You know what is funny? I have my laptop, and you don't!

Ohhh, the hilarity!

 

I agree with EagleDevil--probably a mixup between two computers. A lot of the time repairs are outsourced as well...I would contact the BBB promptly.

 

You have to realize that you're dealing with a Red Sox fan from Massachusetts (aka Mass holes). Don't take it to heart, their all like that and you just have to let it go.

 

That and you know whats even better? I'm enjoying my laptop right now and not having to deal with that

 

Wow, I was right. There is absolutely no sense of humor here. Maybe I'll leave for good now. Yep, the time seems about right.

Adios.

 

Cya in another 86 years

How bout that for "sense of humor"

 

hahaha, high five

 

All you should have had to do was send them a copy of the receipt DHL left with you when they picked it up or you dropped it off. It might have prevented much of that unpleasant conversation.

 

I am confused, because I thought even Dell's lowest warranty covers someone coming out the next day for repairs?

Second, Did you confirm the service tag will the Dell customer service person. That will be a simple way to tell if it is your laptop.

I do not understand why you sent it back. Are there countries in the world where the standard warranty means someone does not come out the next day? Because on the Australia website, standard warranty is 1 years next day service.

And well if you got complete cover, none of this would be an issue because it is all covered.

 

No, basic standard warranty does not include "on site". You have to upgrade for that. Thus, he had to send it in to the depot.

 

Wow, must be different for each country.

The warranty that comes with Dell Australia laptops and desktops is 1 year next day onsite. Upgrades are then the 2 or 3 years complete cover, etc.

I have bought Dell laptops for about 4 years now, and all stanard warranties are next day onsite. (well at least in Australia)

 

that really really sucks

 

to fix spills and **** like that u needed the full coverage warrenty =x that sucks man, take it to the small claims if anything happens we're all here to suppoort u =) i love hearing complaint stories, gives me an idea to do if anything happens to me =) hahaha rip them a new one =)

 

That was pretty good. Nice one.

 

It sounds more like they've gotten your laptop confused with someone else's... which could be a possibility considering how organized their BUILD process is.

 

YEAH MAN check that SERVICE TAG, you should find it in your receipt, and see if it yours, i'm fairly sure that DELL actually has someone else's computer. you can also talk to consumer protection (or the like).

if not, another way, is probably having a look at the harddisk drive data and see the account and data of the owner (is it your name/data or not).

it is also a good idea to record the voice of the conversation you have with the dell rep. if possible.

man, what a nightmare, hope you ressolve this; please keep us up-to-date on whats going on.

good luck! seriously

 

You could always bring it up with the BBB (Better Business Bureau), Dell is pretty much whipped by them.

 

haha, good call

 

I can see a few lucky people with colors other than black have received their laptops. You must be a fine few out of thousands who have not.
Ordered 7/29
First Estimated ship date - 8/15
Next date - 8/17 and now newest date 8/28, although I have not checked this morning

Good Luck everyone

 

Tell them what you had on your laptop's hard drive and ask them to see what is on the laptop's hard drive that they claim to be yours. It is most likely different therefore they got your laptop mixed up. This and the service tag, along with the DHL recepit/invoice that you should have or can request from DHL should be more than enough to prove to them that they got your laptop mixed up.

 

How has this worked out? I am curious whether or not the mix up was finally recognized and acknowledged.

 

The thing I hate most about Dell is their outsourced depots. Never again will I buy a laptop with a depot warranty. My laptop spent a month in their depot and the infamous cpu whine was never fixed. In fact, they managed to make it louder than it was. Now I have to live with it for the life of the laptop since my warranty is over. Dell's warranty service has completely turned me off Dell even though I was the biggest Dell fan a year ago.

 

First off, unless the OP returns to update, I am inclined to think it is a drive-by slandering of Dell.

Second, I would never buy an extended warranty on any electronics item. If you've got a bum unit, it's usually clear right away.

Chris

 

I agree with you on the original post being somewhat odd and suspect it was an elaborate Dell and DHL bashing ploy. It really made no sense at all in that the service tag and pickup date could be easily checked with the required paperwork to verify his or her claims.

I don't agree on the extended warranty. I've owned 3 Dell laptops and had a variety of things which went wrong after 1-2 years of ownership and didn't have to pay a dime to fix any of it. Laptops are about the only thing I buy extended warranties for.

 

do you realize that what you pay for in warrenty if the chance that anything goes wrong, you could buy a new part from ebay for less than the price of the warrenty?

 

Anyone that repairs laptops will tell you laptops have a NOTORIOUS failure rate. The abuse they take combined with the sensitive and often latest but untested miniturization designs are a recipe for disasters. I myself would recommend at least a 2 year extended warranty on any new laptop you buy.