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 StudioXPS laptop in February. To my disappointment, I have had nothing butsevere issues with this device and the customer/technical service at Dell. Pleaseallow me to elaborate. When I first purchased this Dell, I had received the laptopwith a DOA DVD-drive, and serious Wi-Fi intermittent connectivity problems.inaddition, whenever I would connect the AC adapter to the laptop input, thecomputer would slow down immensely, heat up and crash. Symptoms would beresolved whenever I would unplug the adapter, therefore resulting in a batterythat was never fully charged. Sometimes, I would need to take off the batteryentirely and just run the computer while connected to the wall. Still at times, the problem would cease to go away. When I leftfor the USA in Feb to pursue my consulting career, I had to transfer theownership several times. This took more than a month, of which then, a servicetechnician was sent out to repair the DVD ROM drive. At this point in time, Iwas still having severe intermittent connectivity problems with my Wi-Fisystem. Many times, I would receive an error message telling me that there wasno hardware found. The computer wouldcontinually crash and heat up. Sometimes I would have to restart the computerall day long, just to get to the restore screen. After multiple attempts, dellrecommended I install Vista 32-bit. I did so and the problems became a littlebetter, 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 spenttalking to representatives about my issues with the system. One representativealso agreed to provide me with a complete replacement. When I thought all my worrieshad finally been resolved, it had turned out Dell had sent me a completelydifferent 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 withDell. After numerous attempts to speak to a proper representative who wouldactually take care of me and not give me fake promises, I gave up for awhileand admitted my loss of $2000 that I spent for a complete lemon. But wait, this gets more interesting! When I arrived back toCanada sometime in April I developed a dead pixel on my LCD. I thought itwas time to face the battle again with Dell. I call tech support andsurprisingly they were quick to send a technician out to my address inCanada. When the technician arrived, he somehow had areplacement 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 badhunch about this technician, so I looked over to see what he was doing. Uponremoving all the screws, back-plate, hard-drive and DVD-Rom, he somehow managedto crack and break the plastic clamp for the DVDROM drive. At this point in time, this person had noidea of his way around my laptop! So I ask him whether he knew what he wasdoing and to my surprise, he told me he wasnt trained on this particularlaptop. He went on to change my LCD, scratching the bottom alloy on both endsof the screen, jamming in the wires, not routing them in their designatedhousings. After he completed these unprofessionalsteps, he carried on to assemble the computer. As furious as I was at thispoint in time, after multiple failed attempts he was almost done assembling thecomputer until I noticed him trying to hide a few screws that where leftunattended. I confronted him about his unprofessionalism and then told me hedidnt 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, onlyto find out that he was as unprofessional as the tech in my house. I demanded anew system from the technician over the phone, but, as I would expect, I wasyelled at and hung up on after what I had been through. I demanded thetechnician leave my house as at this point I was beyond furious. Now I had acompletely disassembled laptop sitting on my table with screws unattended. Icalled Dell right away to make them aware of this problem. After numerousattempts to not get hung up on, I was sent another technician three days laterto change my LCD due it being scratched by the previous supposed tech. Afterhearing my complete story, he sympathized with me and advised me that he hadthe authority to send me a new computer. He left and told me he will get backto me with a dispatch number for my replacement. He called me a day later andprovided me with a dispatch number that failed to exist when verified withDell.in this due process, I had received more than three dispatch numbers thatnever 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 (stillinside motherboard) Heating/Crashing Torn rubber support for palm rest Now that the ownership is transferred back to Canada, I havebeen sent a box for depot repair. I have explained to the rep over the phone, Iam due for a systems exchange. With the level of inferior customer / technicalsupport I would like my money back and have nothing to do with Dell. As a customer, this is by far the worst andwill 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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