I purchased a Dell desktop computer in July. After owning it for 2 months it went down, all I got was a blue screen. I called support and they told me I could pay $99 per incident or pay about $200 for a year long contract. I purchased the year long contract.
Support was horrible. I was on hold for 20 minutes or so and was even disconnected at one point. I was finally able to talk to someone and get my computer up and running again.
Then, 2 months later my system went down again. I called and the person I spoke to told me I needed a new hard drive. I ordered the hard drive, which cost me another $70. I installed it and everything was fine for about 2 weeks.
My system has gone down again, now I get a blank screen. I called support AGAIN. The software support rep stated that I would need to talk to technical. Technical support is not covered under the plan that I have. First, I waited on the phone for software for 15 minutes. Then the software rep tells me he'll transfer me over to technical support and a tech should pick right up.
I ended up on hold again and was told there was a wait time of at least 10 minutes. I hung up.
I have had nothing but problems with this system. My husband spoke to a supervisor and they told him there was nothing they could do, they refused to reimburse us in any way. I asked one of the support reps what might have happened to cause the system to go down so often and all he told me was that it was bad luck.
Dell's support is horrible! You get transferred around and get stuck on hold for unacceptable amounts of time. More often then not, I've had a rep with an accent which is fine, but I have a really difficult time understanding them.
Do NOT ever buy a Dell product. Not only did they sell me a defective computer, but they've taken me for more money than what the computer is worth! Their product, support, and customer service are all completely awful.
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