SUMMARY:
I bought a Dell computer in July. It was defective, so I had to send it back to Dell right away for a new motherboard. Then, they sent it back, but there was a problem with the power on the new motherboard. It's been six months, and I still cannot get a working computer from Dell.
The long version:
Summer 2005
I called Dell technical support, the phone for which is very hard to find (it's not even listed on their website under support) about an issue on July 12th.
First off, the automated system asked me a question that required a verbal yes or no response. I said no clearly. The phone system said again for me to say yes or no. The third time it asked, I yelled no. It said it couldn't hear me and that it would transfer me to a representative. I was on hold for about 45 minutes.
The whole time I was waiting on hold, a recording said this is for Dimension desktop support only... Sure enough, when a representative came on the line, he told me I would have to speak with laptop support and that he would transfer me.
The next representative picked up within a minute or two. He asked me if my issue was a wireless card issue. I replied that the issue was a CD-ROM issue. So, again I was transferred. Again, the recording said I was holding for Dimension support only. I waited on hold for another period.
Then, finally, a representative said, Thank for your calling Dell. This is Harry. Then, he hung up or the line was disconnected at Dell's end.
Next, I went onto Dell's chat function on their website to type to a support agent. However, it said I am not a home user and, therefore, cannot access chat. I most certainly am a home user! My complaint of this is documented with eTrack # 241Y2Y3Z1YM7CKJ1.
Next, I called Dell again and provided my Express ID from the computer (so they know it is a laptop!). A representative came on and said that she would have to transfer me to Inspiron technical support. As I'm on hold, again, I hear the message that I am holding for Dimension support only.
Sure enough, when a representative came on, he told me he'd transfer me to the laptop department. What does it take to speak with an Inspiron laptop representative?
Fall 2005
I was receiving memory error messages constantly on my computer. I couldn't even use my scanner because of this issue. Dell sent me out new memory modules, but that didn't fix the problem.
Finally, I mailed my computer to Dell and was without my computer for a while. They told me the motherboard was defective and that they would replace it. They did so and then sent it back to me.
Winter 2006
Ever since the new motherboard was put in, the power cord slips out very easily.
Dell technical support mailed me out another motherboard to replace it yet again on 2-2-06. I told them to only mail it out if it was something I could replace myself and if instructions were included.
Before trying to install the new motherboard, I tested it by plugging the power cord into it. It was a snug fit. So, I proceeded to take the screws out of the back of the computer so I could install the new motherboard. However, there is one screw that will not come out.
Furthermore, there was a CD included with no instructions as to what I'm supposed to do with it. No instructions were included with installing the motherboard even though Dell agreed to send them with the motherboard.
I contacted Brian Wolfe, Dell's Executive Services Technician. His rude response was, I sadly must inform you that you case has been closed, I will not be working on your issue (s) at this time. When I replied to just have him fax me the receipt for my computer, all he said was, You will need to go through proper channels. Please call customer service.
I brought Brian Wolfe's response to me to the attention of Dell executives. Lynn Antipas Tyson, Dell's Vice President Investor Relations and Global Corporate Communications, responded to me saying, Your inquiry was not handled correctly or respectfully [by Brian Wolfe]. The customer care team will be contacting you today. Please let me know if things are not resolved to your satisfaction.
Soon after I received Lynn's response, I received a phone call from Marsha Seeney, a Dell Executive Support representative. She said my only option is to mail the computer back. I replied that I had already done that regarding a motherboard issue previously and that I felt Dell should send someone out so I wouldn't have to be without my computer yet again for the same issue.
This problem is a result to something Dell didDell replaced the motherboard that had a memory problem with a motherboard that doesn't fit the power cord properly. Why should I have to mail it back when it's Dell's fault?
Marsha, still not taking responsibility for Dell's mistake with this motherboard problem, said the only thing that could be done is to have me mail the computer back for repair. Marsha had the audacity to suggest that I could upgrade my warranty so they could send someone out!
I shouldn't have to pay moreI should be receiving a major discount! I told her I wanted to file a complaint then about this issue, but she refused to accept the complaint.
Later in the day, Marsha called me again and agreed to just send me another unit. She said Dell will be sending me a refurbished unit (even though I paid for a new unit). She said my warranty called for a refurbished unit. Again, this is Dell's problemnot mine. So, it should not be a refurbished unit.
On 2-4-06, Dell told me via e-mail that they would e-mail me a copy of my sales receipt within two days as I had requested. It never arrived.
On 2-3-06, Marsha Sweeney, an executive support representative, told me Dell would just send out another computer to do a system exchange. I e-mailed Sweeney on 2-13-06 to get tracking information, but she never replied.
On 2-7-06, Courtney Adkins sent me an e-mail to resolve the issue once and for all. She told me to call her. I called her NUMEROUS times a day for the next four days, but she never answered the phone. So, I e-mailed her on 2-13-06, but received no response.
On 2-15-06, Courtney Adkins agreed to send out a new computer instead of a refurbished one as Martha Sweeney had stated. Courtney Adkins told me they would send me a new computer with each component being the same or better than what was in my previous system. However, on my original computer, I paid extra for a faster hard drive (7200rpm). The new computer arrived with a slower hard drive (5400rpm).
On 2/21/06, Courtney e-mailed me saying:
Please do not refuse delivery. I am happy to talk to you about the order, but I have checked with my tech and he assured me that unless you are sitting at your computer with and stop watch you will not see the difference. Again, I am happy to talk to you over the phone because I think you are going to be very happy with the computer we sent. If not, the process will start over with a new system order and I can not promise the current upgrades that we sent in this system.
This response is unacceptable. Dell did not hold up their end of the bargain and then threatened to take away a couple of the small upgrades they did on the new system.
On 2-22-06, Courtney said they would have the correct hard drive sent out with overnight delivery on the 22nd or 23rd. This did not happen.
William
Mt. Morris, Michigan
U.S.A.
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