Hello all:
If you haven't already figured this out by now, I plead everyone to stay away from Dell. Trust me, it will save everyone the hassle..
Here is my story that I recently forwarded to Dell Management and Technical support regarding my purchase of $2000 for a Studio XPS Laptop..
Dell Technical Support / Customer service, My name is Mudassar and I had purchased this Studio XPS laptop in February. To my disappointment, I have had nothing but severe issues with this device and the customer/technical service at Dell. Please allow me to elaborate.
When I first purchased this Dell, I had received the laptop with a DOA DVD-drive, and serious Wi-Fi intermittent connectivity problems. In addition, whenever I would connect the AC adapter to the laptop input, the computer would slow down immensely, heat up and crash. Symptoms would be resolved whenever I would unplug the adapter, therefore resulting in a battery that was never fully charged. Sometimes, I would need to take off the battery entirely and just run the computer while connected to the wall. Still at times, the problem would cease to go away.
When I left for the USA in Feb to pursue my consulting career, I had to transfer the ownership several times. This took more than a month, of which then, a service technician was sent out to repair the DVD ROM drive. At this point in time, I was still having severe intermittent connectivity problems with my Wi-Fi system. Many times, I would receive an error message telling me that there was no hardware found. The computer would continually crash and heat up. Sometimes I would have to restart the computer all day long, just to get to the restore screen. After multiple attempts, Dell recommended I install Vista 32-bit. I did so and the problems became a little better, but still crashed every now and then in the middle of important work.
During my stay in the USA, at least two months of my time had been spent talking to representatives about my issues with the system. One representative also agreed to provide me with a complete replacement. When I thought all my worries had finally been resolved, it had turned out Dell had sent me a completely different system. I had received an XPS 1330, an older version of my Studio XPS1340. I had to return the replacement and had to continue my arguments with Dell. After numerous attempts to speak to a proper representative who would actually take care of me and not give me fake promises, I gave up for a while and admitted my loss of $2000 that I spent for a complete lemon.
But wait, this gets more interesting! When I arrived back to Canada sometime in April I developed a dead pixel on my LCD. I thought it was time to face the battle again with Dell. I call tech support and surprisingly they were quick to send a technician out to my address in Canada. When the technician arrived, he somehow had a replacement LCD for Latitude 6000. In the box however, was my replacement LCD. I let the man do his job and started to disassemble the laptop. I had a bad hunch about this technician, so I looked over to see what he was doing. Upon removing all the screws, back-plate, hard-drive and DVD-Rom, he somehow managed to crack and break the plastic clamp for the DVDROM drive. At this point in time, this person had no idea of his way around my laptop! So I ask him whether he knew what he was doing and to my surprise, he told me he wasn't trained on this particular laptop. He went on to change my LCD, scratching the bottom alloy on both ends of the screen, jamming in the wires, not routing them in their designated housings. After he completed these unprofessional steps, he carried on to assemble the computer. As furious as I was at this point in time, after multiple failed attempts he was almost done assembling the computer until I noticed him trying to hide a few screws that where left unattended. I confronted him about his unprofessionalism and then told me he didn't know where the screws went!!! He calls his service desk and asks him to guide him with the assemble process. I asked to speak with this representative, only to find out that he was as unprofessional as the tech in my house. I demanded a new system from the technician over the phone, but, as I would expect, I was yelled at and hung up on after what I had been through. I demanded the technician leave my house as at this point I was beyond furious. Now I had a completely disassembled laptop sitting on my table with screws unattended. I called Dell right away to make them aware of this problem. After numerous attempts to not get hung up on, I was sent another technician three days later to change my LCD due it being scratched by the previous supposed tech. After hearing my complete story, he sympathized with me and advised me that he had the authority to send me a new computer. He left and told me he will get back to me with a dispatch number for my replacement. He called me a day later and provided me with a dispatch number that failed to exist when verified with Dell. In this due process, I had received more than three dispatch numbers that never existed.
As of right now, I am left with a laptop that is, Inconsistent in operation Scratched LCD posts Sticky Keys Faulty AC adapter/battery Intermittent connections with Wi-Fi Broken DVD-ROM plastic clamp (still inside motherboard) Heating/Crashing Torn rubber support for palm rest
Now that the ownership is transferred back to Canada, I have been sent a box for depot repair. I have explained to the rep over the phone, I am due for a systems exchange. With the level of inferior customer / technical support I would like my money back and have nothing to do with Dell. As a customer, this is by far the worst and will be the worst purchase in my foreseeable future. Please, either provide me a new system or my money back! From a very dissatisfied customer, Mudassar
Here is my story folks! Do yourself a favor and stay away from this company
Regards, mudz
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