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    Never Again

    Discussion in 'Dell' started by Czaro, Dec 30, 2008.

  1. Czaro

    Czaro Newbie

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    Allow me to explain my current issue.

    A year ago I received a Dell Vostro 1400 for my college graduation. It replaced my old HP (which I am using to type this post). I was going to use it for grad school and the like but being the paranoid person that I am I decided that it would never leave the house. I prefer taking notes by hand anyway. So it has always been on my desk at home, clean and dust free.

    Since then, I have sent it in 4 times to be repaired for the following:

    - Hard drive replaced (within a month of getting it)
    - Motherboard replaced
    - Hinges replaced
    - Video Card replaced
    - New reformat Vista DVD (done three times, fixed nothing)

    This doesn't include the problems with Vista, such as DRIVER_POWER_STATE_FAILURE (which has yet to be fixed by various updates).

    Yet, being a poor college student, I soldiered on and a year later I renewed the warranty. I even made them write down that I, not my mother, was the legal owner and they charged my card for the new warranty. I have the email receipt as well as all of the emails from their horrid online tech support that tries to fix everything via remote viewing.

    (the funny part about that is that they spend more time warning me that if they find illegal stuff like kiddie that I'll go to jail instead of telling me whats wrong with my computer or attempting to fix it. Way to train your broken english representatives, Dell)

    The representative assured me that he was the guy who could solve my problems and I was able to renew and mail off my laptop again. Now I have new problems and I try the online tech support page again to find out that my laptop is not under any warranty. Two hours of robo-representatives later I talk to a woman who has no idea what to do and I am finally referred to an Indian representative who tells me that my warranty was purchased for a computer I don't own and that they can't refund or transfer it. I demand to speak with a supervisor and he puts me on hold which then hangs up on me.

    Repeated calls end with them passing the buck from one hopeless representative to another.

    I'm going to be taking the necessary steps to recoup my loss...

    A warning to you all: build it yourself; at least you'll know how to fix it.
     
    Czaro, Dec 30, 2008
    #1
  2. shoelace_510

    shoelace_510 8700M GT inside... ^-^;

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    Wow... what a story. Hm... well it's too bad to hear your troubles.
    Personally I haven't had these issues with Dell tech support in my dealings with them. :confused: I guess maybe I'm just lucky. ;) haha

    Anyway, best of luck to you, and hopefully Dell will resolve your problems soon! :D
     
    shoelace_510, Dec 30, 2008
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  3. gengerald

    gengerald Technofile Extraordinaire

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    Contact Dell's claim's department is step 1, BBB is step 2, and finally, step 3 is a small claims case. The first may not be helpful as it could be more running around, the second will ruffle their feathers and may cause action, and the third will be successful if the first two are documented. Good luck, don't give up.
     
    gengerald, Dec 30, 2008
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  4. StratCat

    StratCat Notebook Evangelist

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    Agreed.

    And that's how all my, and everyone in my house's, desktops came into being for the past decade.

    But notebooks is a whole 'nother (new) world for me. I will be researching it a bit, tho.

    Sry to hear of your troubles.
     
    StratCat, Dec 30, 2008
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  5. Cin'

    Cin' Anathema

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    OH my :( :( So sorry for you horrific prob's w/Dell...not good :nah:
    Make sure you document everything from when you try to find a *resolve* with Dell Claims..to finally filing a complaint with the BBB. The more you have, the better your case.

    Good luck to you...I hope that before it reaches the BBB (though a complaint would be good)..things get settled for you somehow.

    Cin ;) :)
     
    Cin', Dec 30, 2008
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  6. Czaro

    Czaro Newbie

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    Update, after BBB report they refunded the warranty but they refused to allow me to put a new warranty on my vostro 1400. So now it is a table mat.

    Never again.
     
    Czaro, Jan 14, 2009
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  7. Cin'

    Cin' Anathema

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    oish.oish. :( So you got a refund but not a new warranty? Did they explain why?


    Cin.
     
    Cin', Jan 14, 2009
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  8. LPTP-LVR

    LPTP-LVR Notebook Deity

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    Seriously, send all these people your whole story (maybe short version but with some details they can run through the system) It's known to give results...people getting calls to solve their issue in days after the e-mail. One tip, be polite ;)

    Michael Dell
    Chairman and CEO
    [email protected]
    Donald Carty
    Vice Chairman and CFO
    [email protected]
    Ronald Garriques
    President, Global Consumer Group
    [email protected]
    Michael Cannon
    President, Global Operations
    [email protected]
    Mark Jarvis
    Senior VP and Chief Marketing Officer
    (Dude, You're Getting An Email!)
    [email protected]
    Lawrence Tu
    Senior VP, General Counsel
    [email protected]
    Susan Sheskey
    Senior VP, Chief Information Officer
    [email protected]
    Andrew Esparza
    Senior VP Human Resources
    [email protected]
    Paul Bell
    Senior VP and President, Americas
    [email protected]
    Stephen Felice
    Senior VP and President, Asia
    [email protected]
    David Marmonti
    Senior VP, President, Europe, Middle East and Africa
    [email protected]
    Brad Anderson
    Senior VP, Business Product Group
    [email protected]
    Jeffrey Clarke
    Senior VP, Business Product Group
    [email protected]
    Martin Garvin
    Senior VP, Worldwide Procurement
    [email protected]
    Alex Gruzen
    Senior VP, Dell Product Group
    [email protected]
    Joan Hooper
    Vice President, Finance, Chief Accounting Officer
    [email protected]
    Alan Lafley
    Board of Directors
    [email protected] (bounces)
    William Gray
    Board of Directors
    [email protected]
    Judy Lewent
    Board of Directors
    [email protected] (bounces)
     
    LPTP-LVR, Jan 14, 2009
    #8
  9. LPTP-LVR

    LPTP-LVR Notebook Deity

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    LPTP-LVR, Jan 14, 2009
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