I purchased my Dell Computer almost a year ago. I purchased it for its great tech-support and customer service. When my computer broke, it seemed like they were okay, intill my hell began. To start off with the company they sent to pick up my computer said they would be at my house between 6-9pm, the company arrived at 11:00pm with a driver that was rude and seemed in no rush to get my package.
My computer was returned quickly, but to my surpise, the great tech support at Dell, put a password on my hard-drive locking up my whole computer. I was never told that I needed to remove my hard-drive from my computer. I recieved the computer on my birthday, in which I turned on and found that my computer was all locked up.
I promptly called Dell tech support and I was on the phone with them for 2 1/2 hours. Which caused me to be late for my birthday celebration, and my problem was not solved. I then called back again on Tuesday in which i was on the phone with Tech support again for about 3 1/2 hours, most of it was on hold because they kept on disconnecting the call.
I was transferred about 5 times between the customer support line and the tech support. First to begin with Customer Service transfered me to the Desktop Tech support, I own a Laptop. Then after begin on hold for about another 15 mins, I was transfered to a tech support who made me try out all these passwords, none of which worked. He then told me that his supervisor was going to call me back in 3 hours.
I waited up in till 1:45 in the morning and cancled tutoring jobs for the night waiting for the phone call back. Guess what they never called me back. When i woke up on Wednesday i called dell. I was on the phone this time from 10:45-12:45, again trying out the same passwords over and over again. This tech support that I spoke to was at least nice enough to transfer me to custmer services himself and tell the customer service rep that I should get my computer replaced with a new one or my money back.
As soon as this tech support person left me with customer service, they disconnected the call. I had to leave for work because i was already 2 hours late. I then returned home to call up dell computers again, where I waited on hold for about 15 mins again to take to a tech support person, to guess what try out more passwords, the same ones in which I Informed the tech support that i tried them out, and she still told me to do it.
I mean it was not as bad as the one women who told me that i should take apart my computer, but kept telling me the wrong screws to remove. I then was transfered to another tech support rep who told me that it was not my hard drive, but my mother board. At this point I was on the phone for about 2 hours. I then was transfered to custmer service to where the tech support person never took me off the hold button and the customer service perosn was unable to hear me, and hung up. I then called back where I was on hold again for another 10-15 mins.
When I got another custmer service rep, they then transfered me another tech support in which I had to try out more passwords. The superviser then told me they were going to send me a new hard drive that I was to install myself. At this point, I had it. I was then transfferd over to customer service yet again where the service rep put me on hold to help me out with the problem. I thought that my problem was going to be resloved, but he disconnted the phone on me.
I called Dell earlier this morning, and had a custmer service rep agree with me that i should get a new computer, but then transfered to to a another tech support. I hung up the phone. I had it with this company because after 4 days, my problem is just getting worse.
Alicia
Ozone Park, New York
U.S.A.
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