Dell
Repair quote higher than the price of a new notebook

I spilled liquid on my Dell Inspiron notebook and the screen no longer switches on. So I called Dell Technical Support on 2nd February to enquire about what the total cost would be for them to collect, fix and return it. I was quoted £300 which seemed a lot considering I paid £370 for the notebook. When I pointed this out, I was then told it normally costs £394 which is more expensive than buying a new one! Again, I asked why this was the case, clearly perplexed and frustrated, and then I was told "... To stop getting irritated." The agent also told me that I could "go to a shop to get it fixed instead" which is bad for Dell surely? I asked to speak to the manager to complain about the agent and about the costs.

The manager said he would give me a 'goodwill price' of £264. What the manager could not explain to me is why Dell do not have a set price for fixing a laptop and why some of the prices are more expensive than the notebook. The following day I decided to ring again and found out from another agent that the cost would be £240. ARGH!

Oh, and when I asked the first agent what her name was to complain, she told me she "didn't have a surname". I protested and said she must have one and she reluctantly gave it to me. Her attitude was appalling. The manager said she would be given more phone training...

It's left me feeling I don't trust Dell (compounded by the fact that the agent lied). I am never buying a Dell product again and will never recommend anyone buying from them.

Company: Dell
Country: USA

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