I bought a Dell XPS laptop computer. It would shut down frequently with no warning and I would lose whatever I was worfking on. Over a 3 month period I called Dell Customer Service 18 times! They refused to send me a computer that worked, refund my money, or fix my computer. They told me that the warranty did not apply because my problem was a software problem, and the warranty only applies to hardware problems. (All the software on the computer had been loaded by Dell when I bought it). It was not a software problem, it was a defective motherboard or defective memory.
I reloaded Windows twice, and completed numerous diagnostic tests and the problem was not resolved. Dell Customer Service will not give you the extension of the person that is assisting you so every time I called I had to go through the same diagnostic tests and jump through the same hoops!!! On two occassions I was told that they would "escalate" my problem and refer it to a technician that would "personally" resolve the problem. I was told that I would receive a call from someone. I never did, and I was later told that my case was not referred to anyone else!!!
I was told that they would not refund my money because I called the first time with the problem 17 days after I received. I was told that in order to receive a refund you have to ask for one within 21 days of the date that you ordered it.in other words, the week (or longer) that it takes Dell to build and shipp your computer is included in that 21 days. You could have your computer for a few days before the time period for a refund runs out!!! I was told that thye would not send me a computer that works because they "don't do it that way"!!!
After I filed a complaint with the Better Business Bureau, I received a call from Dell's corporate office. They FINALLY, after 3 months, 18 phone calls, and 27 hours of my time on the phone, sent me another computer.
But here is the worst part!!!
I paid full price for a new computer that never worked the whole time I had it. I was told that I would be receiving a "refurbished computer" because my computer was no longer being manufactured. I explained to him that when I first began trying to resolve this problem, the computer was still being manufactured, and if I had wanted a refurbished computer I could have bought one for several hundred dollars less than what I paid for the defective computer. It didn't matter!!! They refused to send me a new computer, upgrade the one I had, or refund me a small amount of my money!!!
Dell only wants your money and does not care if the product they send you is defective!!! They will not honor their warranty unless you are willing to spend your time filing complaints. I had filed several complaints through Dell and no one ever responded.
If you buy a Dell Computer GOOD LUCK!!!
I will never do business with them again, unless I am in the mood to be RIPPED OFF!!!
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