Dell Support SUCKS!!!!!....UPDATE Post #27

[DLBDS]

UGH!!!!!!!!!!!!!!!!!!!

Sorry. I really have to vent. Some of you may have heard about a month ago that I was getting the Blue Screen of Death (BSoD).

My laptop computer (Dell E1705) is barely 2 years old and I paid EXTRA for a 4 year warranty with 24x7 in-home support.

That said....I had to take the frickin' thing to Geek Squad because Dell No-Support wasn't helping me AT ALL. Their solution was to wipe the entire computer and reload the operating system (Windows XP).....without having looked at the computer. I wasn't cool with this. I don't know, I've always heard that this was bad.?? So, I thought it was worth the money to just take it to Geek Squad and let them take care of it. Well, it's a MONTH later and after they tell me I have viruses and try to clean them off, they now tell me that my motherboard is bad. Something about the video chipset and the processor or registry chipset. I think he even said the chipset chipset headache I guess the chipsets have chipsets?? Oh, before the motherboard, they said the same thing Dell said....I need to wipe the system and reload Windows XP as the viruses can't be cleaned. They said I could have the laptop back in 24-48 hours after I drop off the disks to perform this task. So, imagine my surprise when someone from GS calls 2 hours after DH drops of the disks and says the laptop is ready. Well, it's the day before Thanksgiving so we put it off until Fri (yesterday). We get there Fri around 2:00 and they say it's NOT ready and they are still performing tests. They think it's a problem with the motherboard but they'll know for sure in a few hours when the test is complete. They called today and said it's the motherboard that's causing all of my problems. He says it's not really worth the money to repair the system. He quoted me $300 (I've already paid $130). My computer cost me $2200 new...just 2 years ago!!

I decided to contact Dell Online No-Support tonight and they STILL are not sending someone to my home even after telling them 3 times that I want someone to come to my home to fix the problem (like I PAID for, remember). He says they'll fix the problem and replace whatever for free but I'm basically gonna have to jump through hoops and spend who knows how many hours on the phone with tech support to get it accomplished! But he was so polite about it. (Bite me!!! )

Me: "So, I have to get my computer tomorrow, call you guys and spend who knows how many hours on the phone doing the steps you tell me to perform rather than having someone do it FOR ME like I paid for?! I paid for this so I wouldn't have to do this!"

Agent (Gunjan_131905): "We sincerely apologize for the inconvenience caused to you. We assure you that we would try to isolate and fix this issue as quick as possible. We defiantly understand your concern. We would provide you quality service and would surely replace the part, incase any part would need replacement."

Definition of defiant: Boldly resisting

Seems appropriate, huh?

Thanks for letting me vent.

 

[karen l]

I totally sympathize with your situation. I purchased 2 computers from dell before I swore never again. I gave my DS a laptop for his graduation gift & it was the biggest piece of junk. It only lasted 2 yrs too! I gave my DD a desktop from dell & she had nothing but problems. They both now own an Apple & haven't had any problems. Once my compaq dies, I'm going with a mac. I don't think dell has any employees in this country. As you know, everything is outsourced & you receive no help or satisfaction from them.
I hope you're able to get a resolution.

 

[GBShorts]

I had similar problems with their support. One of the 27 people I talked to before my first issue was identified (not resolved-STILL isn't) talked me into some one on one tech support thing. I thought I spoke with them and as it turned out, I never did. This was after getting a replacement laptop and having to reinstall windows and everything twice on both machines.

Once I realized I had never used it, I tried to get them to cancel it ($156/year or something extra) and they said since it had been 32 days (over 30) they wouldn't refund it. They sent me a $75 gift card. Woo. I will say though, that now that I've got the same american guy to talk to every tme, that things get solved a lot quicker. Patsy is his name. <_<

 

[robertgp124]

If you haven't already reformatted the drive, you may want to do this. You can hit F12 as you turn the laptop on (on most dells). You'll get an option to boot to a diagnostic mode. Let the laptop run through all the tests it wants to. At the end, if it finds anything you'll be presented with an error code. Sometimes you can give that directly to the folks on the phone and it will cut short the conversation.

Where I work, we have Dell certified techs. If I can give them the error code from the diagnostic partition tests, it does help out a lot.

I'm with you though. I really dislike calling Dell. I *think* that if you're having a hard time with their tech support, you can specifically ask to be transferred to an American call center.

 

[NWOhioAngela]

Wow, I'm really surprised. I have never had trouble with Dell support. Now HP, thats a whole other story!

 

[daneenm]

DH swears he will never buy Dell again because of their support, or lack thereof.

HP is just as bad. We have a printer that is not working, DH put in a trouble ticket with them. A week later, we get a call at 5:30 a.m. from a tech (in India) asking for details about our problem. When I tell him it is 5:30 IN THE MORNING, he acts surprised and still asks to speak with DH. ARRRGGGHH! Now, I have lots of contractors working with me from India and they are pretty darn good at knowing the time here in the west coast...not sure why HP cannot figure it out. We have literally been trading phone messages ever since. One month later, still no one has given us info on where to take it to have it fixed.

 

[Decorated_Dust]

I feel you with Dell. Mine lasted for three years without any major problems, then I got the blue screen of death and it all went downhill from there. The support was no help. They too said that I had to re-install Windows XP, which was impossible since the hardware was obviously the issue.

I ended up getting a Toshiba as a replacement, and it actually crashed about a month after I got it. Support was great, though. The biggest problem I had was the fact that it crashed while I was in the middle of nowhere with no car and no Best Buy within a hundred miles.

Laptops in general just don't last long, which sucks. If anyone knows of a laptop that has lasted them 3 or 4 years, please make yourself known!

 

[UrsulasShadow]

Laptops in general just don't last long, which sucks. If anyone knows of a laptop that has lasted them 3 or 4 years, please make yourself known!

DD has a Macbook. She's in her Jr. year of college, and has had it since before she started (2.5 years). Great support at any Apple store, it's only given her trouble once (early on, when she spilled "something" on it her first semester). Can't say it'll go 3 years, since I'm not a prognosticator, but she loves it.

 

[robertgp124]

DD has a Macbook. She's in her Jr. year of college, and has had it since before she started (2.5 years). Great support at any Apple store, it's only given her trouble once (early on, when she spilled "something" on it her first semester). Can't say it'll go 3 years, since I'm not a prognosticator, but she loves it.

I have a 2.5 year old macbook pro as well. No problems to speak of, would highly recommend Apple. My only complaint - no local Apple store.

 

[bfrosty]

DLBDS,

Wow, that is really a huge let down from Dell and GS.

Let me start by commenting on the BSOD, usually a Windows file has been corrupted, and it is possible to replace that one file or the quick/dirty way is just tell someone that they need to wipe their computer clean and reinstall Windows. I think Geek Squad uses the reinstall/erase the old for about 99% of the issues they get. They don't have to spend much time on your computer and basically you get it back the same as when you first bought it.
Not, the greatest method.

Again, going from Dell (frying pan) and taking it to GS (the Fire) was....well probably not what I would have done. You were looking for a quick fix though...so I don't blame you.

I'm sure after talking to Dell, they should get laptop back up and running...or replace it? I'm not positive on what they cover for 4yrs.

The costs that GS quoted you are ridiculous. I can't believe they charged you $130 and still didn't fix it. Their prices are sky high...but they need to rip folks off to pay for all those VW Beetles they drive around!!!

I've been in tech support for over 13yrs and have been teaching it for 5yrs. I run a small side-business (tech support) and I try to be over-fair to the customer....there are so many variables when trying to fix an issue and then try to charge for the correct amount of time.

Not to toot my own horn, but most issues I end up fixing are from customers who have already called Dell, HP, GeekSquad, etc....for help. I usually tell people who are thinking about taking their PC to GS.... to just let me look at it for free first.

It's really ashame at what Best Buy is offering as Tech Support....I think they found a very gullable and vulnerable market...and are taking advantage of peoples lack of knowledge about computers when their very own employees don't know much more than the owner.

Wow, I rarely rant about a company...but I've heard so many horror stories about Geek Squad....and this is just one more.

....Well...not sure why I wrote this...but maybe it shed some light on computers and how they are supported.

Take care....
Bfrosty

 

[Decorated_Dust]

DD has a Macbook. She's in her Jr. year of college, and has had it since before she started (2.5 years). Great support at any Apple store, it's only given her trouble once (early on, when she spilled "something" on it her first semester). Can't say it'll go 3 years, since I'm not a prognosticator, but she loves it.

I'm not surprised. I heard a rumor that Macbooks were crafted by the hands of God. I mean, there has to be a purpose for all that white in the Apple Store.

I all seriousness, I really do want a Mac. The support for my iPod is stellar. However, I'm too frugal (a.k.a. cheap) to spend that kind of money.

 

[kab407]

Laptops in general just don't last long, which sucks. If anyone knows of a laptop that has lasted them 3 or 4 years, please make yourself known!

I have an Apple iBook G4. It's 3+ years old. Aside from the touchpad that died within the first 2 months (Apple fixed), I have had no problems with it. I have a Dell at work that I want to toss thru the window at least once a week. It freezes up for no reason. My IS group can't figure out why. Hmmmmm..because it's a Dell?

 

[dpuck1998]

I feel you with Dell. Mine lasted for three years without any major problems, then I got the blue screen of death and it all went downhill from there. The support was no help. They too said that I had to re-install Windows XP, which was impossible since the hardware was obviously the issue.

I ended up getting a Toshiba as a replacement, and it actually crashed about a month after I got it. Support was great, though. The biggest problem I had was the fact that it crashed while I was in the middle of nowhere with no car and no Best Buy within a hundred miles.

Laptops in general just don't last long, which sucks. If anyone knows of a laptop that has lasted them 3 or 4 years, please make yourself known!

I have an HP laptop that is over 6 years old. It was an early Windows XP machine and I reinstall XP every couple of years. Most peoples problems stem from install/uninstall of programs and .dll file conflicts, etc. I reinstall of the OS usually fixes the problem. That said, laptops are much more prone to hardware issues. Of course the fact that they get banged around is a lot of the issue, but the generate a lot of heat also. People will set them on a couch and overheat them. Most new, year or so, machines now have vents on the side. Older machines had the fan at the bottom and sitting on the couch would block the fan and overheat the machine.

 

[robind]

Laptops in general just don't last long, which sucks. If anyone knows of a laptop that has lasted them 3 or 4 years, please make yourself known!

I used my stupid IBM at work for over 4 years, before I could finally get them to replace it. I hated it because it was super slow and a pain but since it still worked, they wouldn't replace it. It fell from the security belt once (opps), I spilled stuff on it, I couldn't kill the stupid thing. The touchpad finally died and they let me have a new one since mine was out of warranty. I have a Dell for work now, not thrilled w/ it but it works and if it breaks I just call our tech support.

I had a Dell at home a while back and the service was horrible.

My newest personal laptop is the mac air and I love it !!!!

 

[dpuck1998]

DLBDS,



....Well...not sure why I wrote this...but maybe it shed some light on computers and how they are supported.

Take care....
Bfrosty

Totally agree Bfrosty, GS is horrible. I've been in tech for the same amount of time. Since I work for a school I get questions daily and people wanting me to fix their computers. Of course I fix a few, but if I just "looked" at every computer that someone asked me about it would be a full time job. I never charge them when I do fix a computer, but that is why I only do if for friends now I feel like the kid tossing starfish back into the ocean. I can't save them all but I can save this one

 

[dpuck1998]

I used my stupid IBM at work for over 4 years, before I could finally get them to replace it. I hated it because it was super slow and a pain but since it still worked, they wouldn't replace it. It fell from the security belt once (opps), I spilled stuff on it, I couldn't kill the stupid thing. The touchpad finally died and they let me have a new one since mine was out of warranty. I have a Dell for work now, not thrilled w/ it but it works and if it breaks I just call our tech support.

I had a Dell at home a while back and the service was horrible.

My newest personal laptop is the mac air and I love it !!!!

Someone actually bought the macair? Do you have a separate bag for all the accessories jk I'm on a mac right now

 

[Jacklynn]

I'm sorry for your problems. I had the same dell (600m) laptop computer throughout college without any problems at all. The only reason why I just got a new laptop was because I wanted a newer one and because my internal battery wouldn't hold battery and I didn't want to invest the $100 in an older computer.

My DH had a dell all 4 years of college as well, and he did have to have his motherboard replaced. He also had his power cord replaced no problem. DH also has always reformatted our computers whenever there was an issue that we couldn't fix, and it worked out just fine for us.

We actually loved the Dell support and always find it helpful. But we are the type of people who would rather take instructions and do it ourselves because we trust ourselves more than someone we don't know messing with our stuff.

I hope you get it fixed, it know it can be frustrating when you depend on something like a computer and it doesn't work like it is suppose to.

 

[cpdwiz]

UGH!!!!!!!!!!!!!!!!!!!

Sorry. I really have to vent. Some of you may have heard about a month ago that I was getting the Blue Screen of Death (BSoD).

My laptop computer (Dell E1705) is barely 2 years old and I paid EXTRA for a 4 year warranty with 24x7 in-home support.

That said....I had to take the frickin' thing to Geek Squad because Dell No-Support wasn't helping me AT ALL. Their solution was to wipe the entire computer and reload the operating system (Windows XP).....without having looked at the computer. I wasn't cool with this. I don't know, I've always heard that this was bad.?? So, I thought it was worth the money to just take it to Geek Squad and let them take care of it. Well, it's a MONTH later and after they tell me I have viruses and try to clean them off, they now tell me that my motherboard is bad. Something about the video chipset and the processor or registry chipset. I think he even said the chipset chipset headache I guess the chipsets have chipsets?? Oh, before the motherboard, they said the same thing Dell said....I need to wipe the system and reload Windows XP as the viruses can't be cleaned. They said I could have the laptop back in 24-48 hours after I drop off the disks to perform this task. So, imagine my surprise when someone from GS calls 2 hours after DH drops of the disks and says the laptop is ready. Well, it's the day before Thanksgiving so we put it off until Fri (yesterday). We get there Fri around 2:00 and they say it's NOT ready and they are still performing tests. They think it's a problem with the motherboard but they'll know for sure in a few hours when the test is complete. They called today and said it's the motherboard that's causing all of my problems. He says it's not really worth the money to repair the system. He quoted me $300 (I've already paid $130). My computer cost me $2200 new...just 2 years ago!!

I decided to contact Dell Online No-Support tonight and they STILL are not sending someone to my home even after telling them 3 times that I want someone to come to my home to fix the problem (like I PAID for, remember). He says they'll fix the problem and replace whatever for free but I'm basically gonna have to jump through hoops and spend who knows how many hours on the phone with tech support to get it accomplished! But he was so polite about it. (Bite me!!! )

Me: "So, I have to get my computer tomorrow, call you guys and spend who knows how many hours on the phone doing the steps you tell me to perform rather than having someone do it FOR ME like I paid for?! I paid for this so I wouldn't have to do this!"

Agent (Gunjan_131905): "We sincerely apologize for the inconvenience caused to you. We assure you that we would try to isolate and fix this issue as quick as possible. We defiantly understand your concern. We would provide you quality service and would surely replace the part, incase any part would need replacement."

Definition of defiant: Boldly resisting

Seems appropriate, huh?

Thanks for letting me vent.

I HATE dell and will never buy again...I bought a blu ray player...From DAY ONE, I was jerked around. They never shipped it, charged me, then gave me the run around. I spoke with the entire population of Pakistan, as not ONE member of their CS is in the states. UPS told me dell never sent my item to them. They were rude and cancelled my order, did not refund, had to fight. THEN I get a survey on how the CS are. Can you understand them, were they nice, helpful. Lets just say that survey was blazing. I sent letters to the CEO and Board about them. Wonder if they even care? Oh well. No more Dell for me.

 

[GBShorts]

I'm with you though. I really dislike calling Dell. I *think* that if you're having a hard time with their tech support, you can specifically ask to be transferred to an American call center.

FYI, I tried this when I had my issues. I was told by whoever in India that that was impossible as they all connect to one number. This, I know, is a lie because I have a friend who worked at the Arizona center and they had a specific number. Unfortunately for me, however, he couldn't find that number to give it to me.

That's how I ended up paying to get the American (in Tennessee I believe) every time.

 

[Northern_Julie]

I had a lot of problems until someone suggested this trick: chose the corporate business help option instead of the home computer option. The business support desk did not turn me away after the circles I went through and went over and beyond to make things up to me. This was not until after had already ordered my Mac.
I had the same problem getting home service. I live in an semi-isolated area so I had made sure there was someone had the contract before buying. Dell was telling me there was no such service and I had to send the computer out. They have the warranty on file - get them to tell you what it means. It took 6 weeks but the business desk was more interested in attmepting to keep my business and even followed up afterwards.