Why you should NEVER BUY DELL, take money but provide no service and lie

Basically this post is going to be a rant.

Several months ago I purchased a Dell XPS Laptop with a 3yr Complete Care Accident Protection Warranty. I paid close to $2000 for this system, including $400 in warranty services alone. I also upgraded to an LED LCD monitor hoping to get a good viewing experience.

I thought that by paying extra for a good warranty I will have a hassle-free computer. When my computer arrived few months ago, it had several dead pixels. When I called Dell, they said that it's below their minimum number of pixels... despite me having a Complete Care Premium Warranty.
I let it go, and never called Dell again until 2 weeks ago. My monitor developed a weird problem (I will not go into details here).

So, I called Dell asking them how they can fix the problem for me (that was Friday). Before I was able to explain myself, the Dell rep told me that my warranty doesn't cover it. I told them that I have a 3yr Complete Care warranty. To which he told me that I don't have it. I had my receipts to prove it, but he wouldn't listen and hang up on me.

I called them again the following business day (Monday... as customer service doesn't work on the weekends, and tech support people refused helping me). I tied to explain my situation once again. Btw, every time you call Dell you are put on hold for 20-30 minutes, and then you are passed on to someone else and wait more on the phone.

Anyway, the first person I talked to (from XPS support group...) repeated the story that I don't have the warranty. Then he went on telling me that even if I had a Complete Care Warranty it would only cover my harddrive. I would have to pay for everything else. WHY WOULD I PAY $400 for warranty if it ONLY COVERS A HARDDRIVE? Are they nuts?

To make this story a bit shorter, I spent 6 hours on the phone just on that day alone. At the end of the day, Dell finally admitted that I do have a 3rd year Complete Care Warranty. They finally agreed that it covers my monitor. However, they refused to even apologize for my wasted time and for their lies. Basically they wasted two business day in which my system would've been sent to Dell and back to me. I asked them if at least they can send me a technician. They refused to do that. They said they would need to speak to an Escalation Team before they can get back to me.

...that was almost 2 weeks ago. They haven't done anything since. My calls to Dell haven't been returned. Every time I try talking to them, they pass me to another person and "accidently" hang up on me. I am still trying to fix this problem.

Mind you, I was very patient with them. But their incompetence is astonishing. First, my new laptop with expensive screen arrived with dead pixels and they refused to fix it. Then they told me that I don't have a warranty, even though I paid over $400 for it. Then they refuse to fix my monitor (for a non-pixel related issue). Then they wouldn't return my calls and hang up on me.

NEVER BUY DELL AGAIN. They just take your money, send you a POS hardware, and won't honor their service obligations.

 

I've had Dell try to give me the run around one time. It just takes talking to the right people. And don't use the phones.

Webchat tech support is sooooooooooooo much more efficient. I'm surprised that it's the information age and people are still dialing their phones for tech support.

 

thats odd because i sent ordered and returned 3 different machines last month alone because each had a bad pixel. it was a hassle to be on the phone so much but i had no issues sending them back.

 

I also regret making my 1st purchase with dell, when i made the purchase on the phone, the eep rep told me i would get an alienware headset+mouse with my m15x purchase, i waited a month to arrive and guess what happened? They told me i won't be getting my mouse and heatset because it was not stated on my order, BS i don't give a sh*t if it wasnt or not, the dell rep made a promise, i even asked her mutiple times if i would be getting it and she said 'yes'. They called me back a few times when my m15x arrived and i told them is this how you get others to purchase from dell, by making up things you can't keep? She said she would investigate and call me back, its been over 4 days already no call yet. If i don't get my promo items by 2nd of janaury i'll just abuse the crap outa the lappy and return and called my cc company and fill an chargeback.

 

I have to agree with going with Dell Chat. As long as you come off as kind but firm, you will be able to get your issues resolved. I have had a wireless card, battery, and not one, but TWO screens sent to me, all mostly hassle free thanks to Dell Chat. And the best part is you don't waste any of your time, at least for me, I just keep the window open and just check it every now and the in between doing my own thing.

 

Agreed. Never call them, you will only suffer.

Use tech support chat from dell support page and in no time they will replace your monitor. Don't tell them the amount of dead pixels are less than 7. Tell them that they are numerous or say a quantity more than 7. Even though they should replace the monitor they wont since some paper work says that they are not supposed to replace if the pixels are less than 7.

Also be patient with their questions on chat, they take time to verify things and stuff. If you still are unable to get any help, pm me and I will do it for you.

 

Again, this is not about dead pixels. I am trying to replace my monitor for a different reason. I am mad at Dell for lying to me about two different things. First they told me that I don't have a 3yr Complete Care warranty for which I paid over $400. Then they tell me that 3yr CC does NOT cover monitors or anything outside of the harddrive. Basically, Dell has a bunch of liers working for them.

 

Can you please elaborate on why you need a new monitor?

 

That doesn't really apply to why I am not happy with Dell. But basically, there is a bright spot in the middle of the screen that doesn't go away.

 

Toxic where are you located? I haven't taken this step with Dell (yet) but I have with other companies and the results are astounding. If you live in America, and have exhausted the normal channels to no avail, send Dell an email notifying them that if your problem isn't dealt with in 24 hours you will be submitting a claim with the Better Business Bureau. I've done that with other companies and had immediate results. Also, when dealing with service issues, make sure you document everything (emails, hold times, dates you spoke with them, etc).

 

Been in the same situation but with my 3x Dell U2410 monitor purchase, it comes with a premium panel guarantee and they didnt want to replace bad monitors.

30 minute hold is nice, every call I made lasted so long I had to use 2 phones because the batteries would die on one of them, and I never ever got to speak with an American person that I could understand and they could understand me.

They throw all these text book rules and polices at you but every time you call its a different one.

I had one person offer to replace the bad monitor but only if I sent all 3 monitors back since I bought all 3 of them together.

I had another person willing to replace the bad monitor but only with a lesser refurbished one (man that made me angry, brand new not even a week old U2410 premium monitor and they want to give me and old model refurbished one)

3rd person willing to fix it would take only the bad monitor but was going to make me buy a new monitor at full price and then later give me a credit for the bad one when they get it if they deem it broken. The catch is I got almost $100 off each monitor on sale, so they were going to make me pay about $120 for replacing my broken brand new monitor by only refunding me the sale price but charging me the full price (also made me incredibly angry)

This happened months ago and I am still upset about it so you know it was bad, I have never dealt with customer support so bad in my entire life.

I got a supervisor at some point that worked with me (had to do so many dumb troruble shooting steps and stay on the phone forever) and got my replacement monitor.

I actually had to get two of the three replaced for defects, and in both cases I was told to return the bad monitor with the return label that will be incluced in the box with the replacement monitor.

Not once but BOTH returns they failed to send the return label so I had to call again and deal with a ton of mess to try and explain to them how I need to send a monitor back... It was so hard for them to figure out I had to private message a senior rep on the Dell forums just so I could send there monitor back to them.

I will never buy from dell again unless its the best product available for the money and a considerably better deal than the competition.

 

Well I'm convinced, no Dell for me.

 

I am in Canada. There is no chat option available in Canada. They used to have it, but it's now gone.

I'll wait until Monday, after that I will be calling Ombudsman's office of Ontario... or whatever the equivalent of Better Business Bureau is