Issues with Dell !!!!!!

[FierceAXboi]

I purchased a computer from Dell in July it cost me about $1300. Ever since i got it I have had nothing but problems with the computer. I have had to replace the HardDrive once and still have the same problems. It seems every day I have a new issue to deal with along with the old ones. I spend several hours a week on hold with Dell Technicians to help me. I decided to take this to the next level and speak to a supervisor and ask about my options. i want to send the computer back and get another. Dells answer is NO they wont even send a technician over to fix my computer. There answer is just to continue helping me voer the phone. My warranty expires Oct 6th and afterward i wont be covered. Is there anything I can do? I was thinking of small claims court or somehting.......Anyone ever deal with a large company not being helpful

 

[yeartolate]

I had similar problems over very small issues.


I found the folks I dealt with to have a poor command of the English language. In addition to this, I kept getting re routed for answers and my calls would disconnect.

In general, I am happy with the computer, but the customer service sucks.

NExt time I will get a computer with a help center in my area.

 

[ilovemcbride]

Fortunately, I've never (knock on wood) had problems with my Dell. I had problems with my Gateway, so I understand your frustration. I could get nowhere with them. It crashed twice and then my modem went out. They sent me a new modem that didn't even work. They did not seem to understand when I explained to them what was going on! That's when I switched to Dell. I hope you can get your issues resolved.

 

[FierceAXboi]

The custumer service SUCKS definantly it is HORRIBLE..................Sadly i cant take them to court for that.....I think I might for the computer they sold me....Is there anything I can do

 

[Beastlover]

Love my Dell...

 

[WatchinCaptKangaroo]

Does your state have a lemon law? You may have a way to take action.

In the mean time you can contact the BBB and your state attorney general office.

 

[Sandy22]

I think DELL in Canada has their customer service right in Canada because everytime I've called it sounds like they're in North America. I've had great service from them and they suggested the home visit to clear up my DVD issue (they basically replaced it).

I'm confused about your warranty. I thought the minimum warranty was one year? I've never heard of only a 3 month warranty on DELL computers.

 

[Cindyluwho]

If you haven't already, you need to write a letter to Dell expressing your problems. List them out one by one, be very exact, and explain to them that you are very unhappy with the computer and insist that they replace it. At the bottom of the letter "cc" it to your State Attorney General's Office. Send the letter certified mail to Dell, regular mail to the Atty General. They should get back to you right away and it should be someone from here in the States that calls you. That should take care of the problem. Good Luck!!

 

[bicker]

What's really spooky is that Dell's service is just about the best in the business. We've squeezed the computer retail industry so much that they're basically offering us the lowest possible price conceivable, but in return giving us the least expensive level of service possible. Dell does offer better service, but at a significantly higher price. In the past I've compared prices for systems that were practically identical in every technical way, but different significantly in terms of service -- a very big difference in price.

 

[MrsToad]

I'm confused about your warranty. I thought the minimum warranty was one year? I've never heard of only a 3 month warranty on DELL computers.

The Dell laptops I've looked at lately come with a 90 day warranty with the option to up it to 1, 2, or 3 years at an additional cost.

To the OP...the 90 day laptop warranty does, though, briefly mention an option to mail it in for repair...have you been offered that option through customer support?

 

[ElizK]

I've had several problems with mine, as well. With this last one, they had me take apart practically the whole inside of my tower! I know absolutely nothing about the workings of a computer. They were going to send me a new power supply with instructions to install it! I said, "What does it take to get someone here to fix this thing?!", and they set it up... but that fiasco is a whole other story.

I did purchase the extended in-home warranty. Not sure what your exact warranty you have. I always tell people how pleased I am with Dell customer service, I just wish I weren't so well aquainted with it!

 

[Disney_1derland]

I think the best thing you can do is keep calling and try calling very early in the morning as you have a higher likelihood of getting someone in the US between 4am-7am central time. As soon as you get the person on the phone, tell them that you wish to have the call escalated because you have been dealing with these issues since you bought the computer and you are tired of dealing with people who cannot help you. Make sure you get their name and extension number and the direct dial number for their call center.Insist that they send a technician to your home, do not settle for less than that. The techs are decent and will usually get all of your problems fixed and they will deal with customer service for you if you force them to. Do not let the tech leave until you have tried out the computer once it is fixed.

Also, I have found that unless you purchased their complete care warranty, they are less willing to help you, since your warranty is about out I'm guessing you don't have complete care, but, if you are insistent and continuously ask to have your call escalated to the next level then you are more likely to get help.

 

[CharlesTD]

I would take that crap from Dell and toss it in the closes body of water. I had a Dell laptop for about 3 weeks and it was the biggest piece of crap it was literally falling apart and for 5 grand there is no way it should have. We sent it back and I warn everyone I know to get as far away from Dell as possible go to the closes reputable shop that builds clones you will be happier for it in the long run.

 

[Meezers]

Up until about 18 months ago anyone who asked me would have been told how much I love Dell and their support.

Then support got shipped "overseas"...and boy does it stink! Would not recommend Dell to anyone.

My next notebook will be a Sony Viao!

 

[halestrm]

1. Write a letter to Dell detailing everything, every call, every issue, everything. Tell them you want a RMA (Return Merchandise Authorization) since it does not do the job you bought if for. Give them a deadline to respond. Fax this and mail it signature required. (FED EX IS GREAT!!!!)

2. contact the issuing bank of your credit card. Start a dispute. Frequently you only have 90 days to do this. Fax a copy of the letter you just wrote and faxed and mail. Explain you have tried to return but DELL refuses.

If you are granted a RMA, return it and run. You should get a 100% refund, but they may charge you Shipping. IF you do not get a RMA, and your deadline has past, ship it signature required anyway. If they sign for it, you get your refund. If they refused it, your credit card company should refund you anyways.

Hope this helps. If you have q's about the computer, or this that I can help with, feel free to contact me. I manage the corporate services at our company, which includes IT (computers), customer service, and Credit card disputes.

 

[CharlesTD]

If you are looking at a new laptop my best advice to you is get a Toshiba they are by far teh best built and backed notebooks around bar none I also like the Acer products you get loads of performance for your buying dollar with Acer. They also have great customer service and warranty service.

 

[N.Bailey]

Glad to hear I'm not alone is my dislike for Dell computers. The last time I mentioned the problems I had, 100's chimed in with how great a company they were. If this is great, I'd hate to see crappy. You got off easy, I paid over 2 grand.

All their tech support is outsourced and you're right, they mutilate the English language. I did find their techs friendly though, I'd just rather deal with an American.

Next computer I'm going Alienware. Dell lost this customer! Outsource away Dell, you'll eventually lose mostly all of your customers!

 

[bicker]

You want to see crappy, check out some of the less popular brands. I could tell you stories!!!!!!

I recommend staying with the devil you know, rather than the devil you don't know.

 

[SEAlla]

Dell is notorious for having crappy computers. I would never buy one or recommend one.

Dell so cheap that the company I work for buys them for short time projects because by 6 months they are worthless and they just tosses them out.

 

[BoyLovesBuzz]

I purchased a computer from Dell in July it cost me about $1300. Ever since i got it I have had nothing but problems with the computer. I have had to replace the HardDrive once and still have the same problems. It seems every day I have a new issue to deal with along with the old ones. I spend several hours a week on hold with Dell Technicians to help me. I decided to take this to the next level and speak to a supervisor and ask about my options. i want to send the computer back and get another. Dells answer is NO they wont even send a technician over to fix my computer. There answer is just to continue helping me voer the phone. My warranty expires Oct 6th and afterward i wont be covered. Is there anything I can do? I was thinking of small claims court or somehting.......Anyone ever deal with a large company not being helpful

That’s weird that you have only a 16 month warranty. Was it new or a refurb with some remaining warranty?

I am not going to argue with people who don’t like Dell, to each his own. But like many on this thread, I too am a software developer. I have developed on Dell, IBM, Gateway, HP and Compaq throughout my career, and Dell has been the best hands down. I'm Sorry you are having problems. Its frustrating to have hardware problems, especially if you rely heavily on your computer.


Good luck with what ever you decide to do.