My DELL *recent experience

Hello Forum.

I wanted to get some feedback from other DELL users as well as a broad
opinion base from other consumers in a general sense. I am going to post
two "poll" questions for feedback in addition to the comments I hope you will respond with. Don't hold anything back, if you feel I am being unreasonable, please tell me and conversely, if you feel that DELL has not acted in good faith, post that as well.

Here are the events.

December 2008 I purchased a NEW, not refurbished DELL desktop system.
It is used exclusively in a guest bedroom as a media center PC with light
internet browsing and occasional MS Office work. I installed VLC for media
playback, Firefox for web surfing, Brother proprietary printer software and MS Office for Word and Outlook. Nothing else has been installed. DELL supplied MS Vista Home Premium.

I have a 2TB hard drive connected via USB for movies and such, printing
is wireless, the keyboard & mouse and a 32 inch Samsung LCD TV via HDMI.

From day one, the computer would beep 5 times when powered on. I should rephrase, it beeps 3 times then emits a tone longer in duration and higher in pitch followed by the 5th beep that sounds like the first 3. It loaded the OS without incident or error and gave no BIOS warnings. I had no reason to believe anything was wrong. About 4 months into ownership I had to call technical support and while I had their agent on the phone, I asked about the beeps. I was told it should not beep at all. I spent more than an hour with this agent on the "beeps" while we tried different steps before I relinquished control of the computer and DELL tried remotely to correct the issue or at a minimum, diagnose it.

This technician was unable to resolve it so he arranged a home visit for someone to come and replace the motherboard. Three days later I received a call from the on site technician and arranged a time for him to come by the following day. He arrived 10 minutes late (He gave me a 4 hour window and arrived 10 minutes past his own window of time.) and hadn't bothered to call me advising he was running late. He stayed about 2 hours, he had to watch short video clips on his own laptop on how to replace the motherboard. After he was done and he powered the computer, it beeped 8 times with the same
unusual tone/beep in the middle. He called DELL and they instructed him to remove various components and then powering the computer. One of those components was the processor. By now it was past my dinner time and I requested that if he was no closer to a solution, that we reschedule. It was a few days before I contacted DELL again and another hour or more on the phone (since I have to start from scratch despite having a case #) and this person said they would send a new motherboard, cpu and memory to the technician for replacement. By now, it seems like they are parts changers, not technicians that diagnose. Another 4 hour window with the same tech, only this time he shows up in the 3rd hour. He replaces the parts and now I have 4 beeps all of the same pitch and tone. He calls DELL and after some discussion, they agree to send a new replacement. This technician was here for 90 minutes and showed me something I found surprising. Every part he received was refurbished and not new as DELL technical support claimed.

12 days later I called to get an update on my replacement system and was given a tracking number for FedEx. I arranged to be home that day to sign for it and when it arrived, I removed the computer and power supply from the box. Connected the peripherals and turned it on...to my dismay, it beeps 4 times of the same pitch and tone, then gives a BIOS warning about the power supply.

I called DELL yet again, more time on the phone and they want to send a replacement motherboard and hard drive to the technician. At this point, I advised them not to, that I would be seeking a different path to resolve this matter.

I tried calling every "Customer Service" telephone number for DELL but all roads lead to India where they have no concept or concern for customer service and in each instance, tried to transfer me to technical support which is anything but.

I then filed a Better Business Bureau complaint that resulted in someone from
India calling me on the 3rd day. This person told me my request for a NEW NEW NEW replacement would not happen as it violated DELL policy. She further informed me that I was not entitled to anything for lost time, or aggravation spent trying to resolve this. I appealed and requested her manager to which she told me that I was already speaking to the highest authority within DELL that I could. I had to do it, I asked if she was Michael Dell. I don't think she got my point.

Yesterday the BBB called me and asked if I would be willing to enter into arbitration with a senior level manager from DELL, someone here in the United States. I said I would be delighted. The BBB rep then advised me there is a $70 charge for this service. I was appalled and said to him, is it not the very purpose of a BBB complaint to put a consumer in touch with a member of management from the business? Someone empowered to listen to the consumer, decide what is fair and reasonable when weighed against the business need of the company and the desire to retain a customer. So far, the BBB failed to put me in touch with anyone at DELL that I could not and have not already reached via the DELL toll free number.

I left it off with the BBB that I was not comfortable paying $70 for what I thought was the very function of the BBB, to ensure someone from DELL
that can help contacts me.


I tried creating "POLL" questions but the system wouldn't let me.
My poll quesions are as follows:

Would you have agreed to pay that $70 just for the opportunity to speak with someone from DELL.

Am I being unreasonable in requesting a NEW system, not refurbished and that I feel I am entitled to something for the 33+ hours lost in trying to fix this issue.

 

Wow, that's some really bad luck. As far as the BBB, it's not a government agency and is actually a business itself, so it does need to make money to operate, there's no tax payer funding propping it up. What you're asking them to do is basically act as an arbitrator, and while $70 sounds a lot it's a heck of a lot less than the costs of a lawyer. They have been accused of being protective of the businesses they keep statistics for complaints on, they're not perfect themselves.

 

I have used the BBB before, both to research a company's reputation and to file complaints. I use the word "complaint" loosely because I
think it is over used and misunderstood. I am not complaining for the sake of it, I have valid concerns that I want to be heard. In my prior
experience with the BBB a "complaint" form was all that was needed for me to be placed in communication with someone from the company that is
willing to listen and come to some sort of agreement. Sometimes that imaginary "agreement boundary" is closer to my side, sometimes their
side but always I was working with someone that I could feel was willing to work with me in return.

This was my first experience with the BBB that my "complaint" only placed me in contact with someone inside DELL no higher than a front line
agent answering inbound calls. This is the first time the BBB has tried to elicit funds from me to assist my cause. The BBB does not arbitrate, they
simply put the consumer in contact with the business on a level that may have been above what the consumer could have achieved on their own.

What the BBB tried to solicit from me were funds to pay for an arbiter part
of a test pilot program they have in place. Had the BBB done what they have always done in the past, I would not now need an arbiter.

As for my DELL issue, do you think I am being reasonable or not? If it were
you and you spent 33+ hours of your personal time on the phone, waiting
at home, writing emails and trying to get an issue resolved, would you feel
deserving of not only a proper working system but something extra from DELL
that signifies they value the time you lost as much as you do and want to make sure this experience doesn't taint you from buying a DELL again.

 

This is how DELL responded to the BBB:
Correspondence removed by mod

So they "apologize" with empty words but continue to inconvenience me by sending a defective system and then compound
that by asking me to wait around my home another 4-7 hours while a technician replaces more used parts with --- more used parts.

Dude, I should have got a Sony.

 

You bought a refurbished comp?

 

No. I paid for a NEW computer.

I was sent a refurbished after two failed attempts to repair
my so-called new system.

The refurbished system arrived defective.

 

Well, as if this saga wasn't enough of a drama...

I received a call an hour ago from "UNKNOWN" and like many of you, I
do not answer unknown, not available, blocked or other similar calls.

This one turned out to be DELL india. They left a message with a call
back number and extension. I called, spent 16 minutes on hold before
someone picked up asking What department am I looking for. I said I
wasn't sure, I just have an extension. The line was then abruptly cut off.

I called back, on hold now 22 minutes before I decided to just leave a
message. This level of customer service reminds me of the 1980's. DELL
should take a look at how giants like GM and Chrysler have fallen all
because they concider the consumer an expendable nuisance.

Here is an excerpt taken from an interview with GM CEO Fritz Henderson:

"The automaker is launching a "Tell Fritz" Web site to allow owners and the public to share their concerns with senior management and he planned to go out on the road every month, Henderson said.

We need to listen to the questions, ideas and the concerns of the people who matter the most," Henderson said."


If DELL isn't mindful of its customer base, it will suffer as GM has suffered.

 

I just received a call back from DELL india, they're so called "Consumer Resolution Center" and basicly they call me to repeat
themselves, "We're not replacing the computer with a new one and an upgrade for your trouble is out of the question". This
they follow with "We're sorry for the inconvenience" yet they are willing to perpetrate that inconvenience further by suggesting
I spend more time on the phone trying to diagnose what is wrong with the used computer they sent me.


Inbetween their hold music they have a female voice that comes in with preset recordings intended to bolster consumer confidance.
This is a direct quote of those recordings:

"We appreciate your call, if you would prefer to leave us a message please press (1), otherwise please continue to hold, we look forward
to speaking with you"

"The Consumer Resolution Center is here to help, we'll be with you in just a moment."

"We value your business and strive to provide the best service in the industry, thank you for your time."

Yes, I really feel valued and the service DELL provided is milestones above that of any rival, if you don't count Apple, Sony or Toshiba. Heck, even
HP provides superior customer and technical support.

This will be the last DELL I ever own.

 

WoW!

This is the email I got from DELL Consumer Resolutions Center....

What do you think, a bit sardonic and mordant?? Almost an FU
in nice polite words.

I am really floored by the exaggerated nature of a very simple issue
and an equally simple solution.


________________________________________________________
This email is with reference to the email that reached our Corporate office. As discussed today, I regret to inform you that we will not be able to send you a new system exchange as per the terms and conditions of the warranty. Please accept my sincere apologies for any disappointment you may have experienced during your transactions with us. Once again, I thank you for sharing your experience with us. Whether the feedback we receive is positive or negative, it remains a cruciªl tool for determining how we can best improve our products and services. We truly regret any inconvenience or frustration this matter may have caused. We value you as our customer and your satisfaction is very important to us.

If you have any questions or concerns regarding the issue discussed today, please do reply to this email or call me and I would be glad to assist you further.


Thanks and Regards
_______________________________________________________

 

I bet that at this point they just dont care any more. The complaint to BBB has already been filed against them, so at this point they have nothing to lose. I am not suprised they are just sending a big FU because at this point your only option against them is to file a lawsuit which you are not very likely to win. You probably agreed to their terms and conditions and if there is nothing specifying there you being entitled to a new system you wouldnt have much of a case.

If i was you, i would just keep having them send technicians until the thing is fixed. If its not fixed after 3+ more attempts, you would have a much better case for another replacement.

On the other note, have you tried plugging it in somewhere else in your house? could be a problem with the wiring in your house and power supply not getting the correct voltage.

 

Have the technicians even checked your outlets? It seems as if it's not the computer if the problem still existed after switching to a different machine. What were the chances the new one had the same problem?
Anyways the reason I mention this is because a faulty outlet might make your computer think you have a faulty power supply. I had a similar problem where my comp boots fine in the living room but in my bedroom I get power up problems and random crashes/power downs. I also had power supply errors.

 

Your first two points are most likely 110% spot on.

I tried several outlets but it probably wouldn't matter, the computer and TV
are first plugged into an APC UPS. In one of the the outlets I tried, an HP works fine.

I don't remember if I mentioned this in sifting through all of the DELL BS
I've endured in the last few weeks but this replacement system, it gives
me a BIOS error about the power supply.

"WARNING: Please make sure the DELL 65W AC adapter is used
Press F1 to continue or press power button to shut down"

Nothing like used parts to replace new only to have used parts replace those used parts. This is the life cycle of a dell repair.

 

I tried the DELL in one outlet in every room (with a small monitor
since I'm not lugging around that 32" TV!) and the HP laptop right
along side, only the DELL beeped. I tried without the UPS and even in
a different UPS I have by another manufacturer. It still beeps.

I do agree, it is odd that the used computer they sent also beeps but
the number and tone of the beeps is different.

I'd love to hear from other users of the Studio Hybrid, if theirs beeps.

 

If you looking for Users of the Studio Hybrid..you are on the wrong forum!

Please look here: http://forum.desktopreview.com/

 

You got me there!

I guess I was hung up on the hardware, the Hybrid has all notebook
internals. No desktop components, save the case maybe.

Thanks for the heads up though...

 

No problem! Either way, your on an excellent Notebook forum, and DTR..is as awesome as well.


Cin

 

A little advice from someone who's put DELL through the mill (and won!)

File suit in small claims court. At least in small claims, you can sue for up to $5,000 or so (depending on state / territory) and it does not cost a great deal to do. However, you cannot bring an attorney to small claims most of the time, you have to do the defending yourself. However, this does not mean that if you have someone who is an attorney as a family member or friend, that you cannot get your papers in good order with them. (You can do whatever you need to, so long as its legal with the attorney, but in the small claims court, you're on your own.) Filing shouldn't cost more than $50 or so, and if you have the appropriate address and DELL person (Dell's General Counsel is Lawrence P. Tu), you can have the "motion of suit" sent to DELL. You'll get notified of your court date, of which you'll have to sit and wait around a bit (keep your papers ORGANIZED). Dell is a big company, and odds are they will do one of two things. Either they will not send someone at all, or they will send someone as a "general representative" with a dilettante's level of knowledge who will squawk back DELL's "contract". (I had the former, but i digress)

Anyway, if nobody shows up as the defendant (you're the plaintiff), then the judge will give you a default judgment, as you showed up with your documents, showed them (burden of proof), and there was nobody there to refute your information. In this case, you win by default, and the judge may be miffed that no defense showed up (it's an insult to a judge, be it supreme court, or "town of schmo court" for one of the parties to no show up) and add "with prejudice" to your judgment. With prejudice means that the plaintiff cannot rebring up the charges, and/or the defense cannot appeal on that charge. Since you're the plaintiff, the idea of "with prejudice" is not likely to happen, but it's at the discretion of the judge. From there you can collect on damages for the computer in terms of money, a new computer for the value of the judgment, etc..., and pursue it legally. On the other hand, if someone does show up, then you'll have a bit harder of a time. The defense may bring up contract law and open a myriad of possibilities, which you have to dispute with email transactions, online chats, etc., and then PROVE that you in fact stayed in line with DELL's terms and conditions. Usually though, it's not someone who has dealt with your profile personally, but more of a "generic rep / low-level attorney" who was given the contract, a few papers, and that's it. Your job: keep a paper trail of EVERYTHING and use that to disprove the defense, and show your burden of proof.

The beauty of the court system, in particular the smaller circuits, is that it really levels the playing field for the little guy. Unless you are disputing 6-figures of compuers (ie: servers and workstations and blades), it isn't worth it for a mega-company to send their best / most stringent reps to court. The costs of sending the counsel, and putting the counsel up (remember, an attorney can go to small claims and represent himself the same as a common person, but the attorney cannot have an attorney at small claims) and whatnot is usually more than its worth for the company. I would go with taking legal action through the small claims system, and put DELL on notice that they got served. Idle threats, and BBB notices don't do anything, a court notice... will.

From someone who's put DELL through the wringer

Jason

 

It may come down to just that.

I filed for an arbitration hearing where I am asking for a refund of the
price paid. Depending on what happens...court may be my last option.

I am not shy of the courts but experience has tought me, some judges
will allow one party up to 3 chances to appear before a default judgement
is entered. With my luck, I'll get such a judge.

I have had positive experience using the BBB in the past, to be honest
this is the first time the BBB has proven so inept.

I'll keep posting here, at least some others that are concidering a DELL
can benefit from my struggle....by not buying one.

 

arbitration may mean you waive your court rights... you'd have to be careful with that. Also, if you get a "3 chances" judge... just keep pressing on. Also, it's not the BBB's fault entirely, although i do suspect they are bought out to some extent by DELL in texas... DELL must get so many complaints they slip a few bucks to minimize the complaints that actually make it through... Not sure though.

 

According to the DELL "Terms and Conditions of Sale" which is agreed
upon by purchasing from them, it states:

_______________________________________________________________
Binding Arbitration. ANY CLAIM, DISPUTE, OR CONTROVERSY (WHETHER IN CONTRACT, TORT, OR OTHERWISE, WHETHER PREEXISTING, PRESENT OR FUTURE, AND INCLUDING STATUTORY, CONSUMER PROTECTION, COMMON LAW, INTENTIONAL TORT AND EQUITABLE CLAIMS) BETWEEN CUSTOMER AND DELL, its agents, employees, principals, successors, assigns, affiliates (collectively for purposes of this paragraph, "Dell") arising from or relating to this Agreement, its interpretation, or the breach, termination or validity thereof, the relationships which result from this Agreement (including, to the full extent permitted by applicable law, relationships with third parties who are not signatories to this Agreement), Dell's advertising, or any related purchase SHALL BE RESOLVED EXCLUSIVELY AND FINALLY BY BINDING ARBITRATION ADMINISTERED BY THE NATIONAL ARBITRATION FORUM (NAF) under its Code of Procedure then in effect (available via the Internet at http://www.arb-forum.com, or via telephone at 1-800-474-2371). In the event of any inconsistency or conflict between NAF Code of Procedure and this Agreement, this Agreement shall control. The arbitration will be limited solely to the dispute or controversy between customer and Dell. NEITHER CUSTOMER NOR DELL SHALL BE ENTITLED TO JOIN OR CONSOLIDATE CLAIMS BY OR AGAINST OTHER CUSTOMERS, OR ARBITRATE ANY CLAIM AS A REPRESENTATIVE OR CLASS ACTION OR IN A PRIVATE ATTORNEY GENERAL CAPACITY. The individual (non-class) nature of this dispute provision goes to the essence of the parties' arbitration agreement, and if found unenforceable, the entire arbitration provision shall not be enforced. This transaction involves interstate commerce, and this provision shall be governed by the Federal Arbitration Act 9 U.S.C. sec. 1-16 (FAA). Any award of the arbitrator(s) shall be final and binding on each of the parties, and may be entered as a judgment in any court of competent jurisdiction. Dell will be responsible for paying any individual customer arbitration fees. If any customer prevails on any claim that affords the prevailing party attorneys' fees, or if there is a written agreement providing for fees, the Arbitrator may award reasonable fees to the prevailing party, under the standards for fee shifting provided by law. Otherwise, each party shall pay for its own costs and attorneys' fees, if any. Information may be obtained and claims may be filed with the NAF at P.O. Box 50191, Minneapolis, MN 55405.
____________________________________________________________


I may not have a legal right to sue in court. If I try, the first year cadet
they dispatch to the court will spout this paragraph and possibly have my
case dismissed. The expence of it, all in vein.

 

Ok, even I'm confused by that... do you have an atty in your family... get an interpretation of that.

 

bump,

any update?

 

Oh yes.

DELL is funny....

I get a call the other day from someone in india, at first he insists
that he can only send a refurbished system. I told him, please discard
my telephone number.

He calls an hour later offering a new one of the same configuration.
I beg him, lose my number.

He calls back the following day offering my choice of the same Hybrid
or the Studio Slim (in its basic configuration). I said, send me an email
of the configuration. He offered the Studio Slim as configured below.
Note the dollar value, it is $200+ less than I paid for Hybrid. I mention
this to him but he said DELL looks at it as an upgrade because the CPU
is faster by 400MHz although the CPU isn't a Core2 Duo and the HDD is
250GB bigger. I said it is not an upgrade because I lose the benefit of
the small footprint the Hybrid has and the CPU is the lower grade processor.
Plus, it costs less. Should I want to unload it on eBay, I'd be lucky to
get $300 for it. I could sell my defective Hybrid for more as parts! jk

I told him that I prefer to take my chances with arbitration. Arbitration
that DELL has to pay for that is likely to cost more than the computer
I told him I would accept as a replacement which was basiclly the same
Studio Slim with the Core2 Duo and a BD drive.

I told him I'm having my number changed.

____________________________________________________________
Order Number: 811xxxxxxxx

Customer Number: 984xxxxxx
Sales Point of Contact: arxxxxxxxx
Email Address: [email protected]
Phone: 800-xxx-xxxx ext: xxxxxx

Order was placed on: 07/15/2009
Estimated Shipping Date: 07/21/2009
Shipped To:
xx xxxxxxxxx xxxxxxx
xxx xxxxxx xxxxx
xxxxxxxxx, xx xxxxx

*Sales Tax: $22.12

Shipping and/or Handling: $0.00


Product Sub Total : $316.00
Total Order Amount: $338.12

**Associated Order Number: xxxxxx

Order Detail

Qty Part # Description
--- -------- ---------------------------------------------
1 224-3543 Studio Slim-Tower, Intel Pentium dual-core E5200 (2.5GHz, 2MB)
1 310-0173 Airborne Documentation, System Exchanges,Factory Install
1 311-9276 3GB DDR2 SDRAM 800MHZ- 2X512MB2X1GB DIM M
1 330-0915 Dell Consumer Multimedia Keyboard
1 330-1158 Dell USB 6-Button Laser Mouse
1 320-3000 Video ready option w/o monitor
1 320-7455 Integrated Intel GMA X4500HD Graphics
1 341-7617 500GB Serial ATA II Hard Drive(7200RPM)
1 341-7631 19-1 Media Card Reader Enhancement w/Icon Manager
1 420-8661 Microsoft Windows Vista Home Premium SP1
1 420-5924 Icon Consolidation Application
1 420-6436 Vista, PC-Restore, Dim/Insp
1 420-7622 Dell Support Center Software 32 Bit 2.0
1 463-2282 Dell Owners Manual installed on your system,click on icon after system set-up to access
1 330-1607 Dell Resource DVD with Application Backup
1 420-8873 Dell Dock Consumer
1 420-8874 Dell Video Chat
1 420-9105 eBay Web Access Icon
1 421-0323 Windows Live Search,Multiple User Interface
1 420-7938 Dell Connect 2.1
1 421-0427 Dell Movie Store
1 420-9691 DataSafe Local BackUp 2.0 Basic
1 310-5678 Mouse included with Keyboard purchase
1 430-3322 Integrated 10/1000 Ethernet
1 313-7115 No Modem Option
1 410-1867 ADOBE READER 9.0 MULTI- LANGUAGE
1 313-6906 16X DVD+/-RW DRIVE,BLK,DIM,M
1 420-8152 Roxio Creator 10.2 Dell Edition
1 421-0997 Power DVD 8.2, DVD
1 313-7114 Integrated 7.1 Channel Audio
1 313-2198 No Speaker Requested
1 410-2138 McAfee SecurityCenter with anti-virus, anti-spyware firewall, 30-Days
1 421-0306 MS Works 9.0 With H and S Trial,English
1 421-0462 MS Works 9.0 With HS Trial
1 310-8626 You have chosen a Windows Vista Premium System
____________________________________________________________

 

Oh, I forgot to add, the DELL india guy had the nerve to tell me
I shouldn't base the idea of "exchange" or "upgrade" on cost. I told
him then send me your best AW notebook!

Odd tho, he is asking me not to look at price while he configures
it for less than I paid, which is in effect, me overpaying.

 

One thing Dell goes by is not cost, but what your original purchase was. Any upgrades or cost 1:1 is not going to occur. Dell also believes that most people are stupid and can't tell the difference between a Pentium dualcore and a c2d, and only look at the GHz # and go "wow!". I even had one try to exchange a centrino at 1.6ghz for a celeron at 1.6ghz. It wasn't until i pulled out intel's specs and took it to executive I even made an iota of headway. (And this was in 2006 on a laptop that cost $2800 in 2003.) Dell doesn't care what your computer was, or how much it cost you at the time of purchase, once they have your money, you get a computer based on that order, and any monetary difference, chalk it up to depreciation. You need as much spec info as possible, and show it to whomever you need to, escalations, supervisors, etc. Hard proof from the parts supplier, even the absurd minutiae of fsb, cache, etc. can make DELL realise you are not a dolt and aren't wooed by the pretty number of GHz the computer has.

Start getting the proof, the arbitration, whatever you need, and ask your atty boss what that legalese means exactly. I hope, if it all fails, you can take them to court and whap em up a bit. Under UCC, you should be able to... (I've never heard of a company where buying their product waives your right to sue for reimbursement if the service sucks and the product is faulty)

Jason

 

I received the paperwork today from The National Arbitration Forum
regarding my case with DELL. I will fill out the paperwork and mail
a copy back to NAT as well as DELL Legal.

I'll keep posting here.

 

good on ya. Keep dell on task with this.

 

You paid 300 something and you want service from dell? How much do you think they are making from your system? Maybe 40, maybe 50. If you were in Dell's shoes. Would you spend time for a customer who would only bring in 50 bucks profit? I would say nah. You have to be reasonable and rational. I know I am low on budget so I build all my computers, including my laptop. An old saying is always true and it is that you got what you paid for. Triple the 338 you paid and I am sure you will get someone with a decent service.

 

Did you bother to read my post before replying?

I'll restate the line you missed.

That means I paid in excess of $530.00 and to be honest, DELL was the
retailer, it was their responsibility to price the merchandise that allows
them to be profitable yet competitive. It is also their responsibility to
produce a product that functions as designed. My conception of customer
service is that DELL will comply with the above responsibilities and make
efforts to correct DELL deficiencies that consider the consumer when they fail. Sending me a used computer that doesn't work properly and then wanting to replace used parts with more used parts falls short of anything remotely close to customer service, at any price paid.

 

Yeah, I know Dell service is kind of bad They don't allow me to modify or cancel my order after I submitted. But when I buy a dell, I have the understanding that I will not get any support from them. I would have to say that Dell's hardware is usually pretty solid, it is just that their service is horrible.

 

Out of all the years I have been dealing with Dell I haven't had any major issues with custom service and tech support. lol

Yes there are times when it is frustrating dealing with the outsourced tech support guys but overall I'd say Dell's warranty support is the best.

I have dealt with Sony, Tosh, Samsung, and Alienware and Dell was by far the best.

Anyway, it is hard for me to give someone advice when they come on here and select "Anti-Dell" as there username .

Good luck and I hope you get everything straightned out....

 

NBD is not really NBD lol its NEXT NEXT NEXT Buisness day. i know what your going threw. They take forever to send out parts. I had my keyboard fail and i called them and they said oh the tech will be there tuesday with the part. 2 weeks pass. I call back and freak on them. I tell the guy what am i suppose to do without a keyboard? He says have you tried using an external keyboard. I told him that defeats the whole purpose of a laptop to carry around a keyboard with me. And i told him what if i don't have one are you gonna send me one? He laughed and hung up on me. I was fuming and didnt bother calling back. Another week passes and finally the keyboard shows up

 

@ BatBoy & Brendanmurphy,

I can relate. I recognize DELL needs to use refurbished parts to remain
competitive but I feel they should be used in "Refurbished" systems. The
buyers of those systems expect that the system is not new. Buyers of a
new system in need of repair should get a new part.

I know this is not part of their policy and I only blame myself for not
having read that policy before making a purchase.

If I take my Acura or Chevy to the dealer for warranty repair, they DO
NOT install "Refurbished" parts. If GE sends a repairman to fix my 'fridge
the tech installs a new part. If Trane sends an HVAC tech to repair my
heat pump, again I get new parts. (I verified these examples against my
warranty fine print) I think DELL (and every other computer OEM) should
be held to that same standard.

The only thing I can't complain about DELL is the time frame, aside from the
tech himself being late, he did receive the used parts from DELL in a
timely manor and made an appt with me in a reasonable time frame.

I just wish "Fix it right the first time" was a DELL moto.


@ sleey0,

Yes, it would be a waste of print to try and convince me DELL support is everything but
supportive or helpful. Only DELL can change that perception by---offering support and
being helpful.

 

Any new news?