Dell Computer Corporation
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I purchased a new Dell XPS system in Mid January. The system was delivered very timely. I set the system up over the weekend of February 3 only to find that the preinstalled Internet Explorer was not configured to navigate sites that open new windows, including the Dell support chat site.

I placed a call to the Dell On Call service provided with the system on February 9. After waiting on hold for approximately 10 minutes a technician answered my line. I provided a description of the issue and was told that my Internet Explorer program had been hijacked and that Dell recommends that he install a new browser called "Mozilla Fire Fox". The technician proceeded to remote into my computer and install the Mozilla product.

I questioned the reason that Dell would ship a system with Internet Explorer, however, recommend their technical support to load a different browser? I was advised the Internet explorer product is rife with security issues and that is why Dell recommends installation of Mozilla.

I advised that i was not comfortable with this product and that it appeared to be a setup issue with the Internet Explorer product, such as a setting needing to be corrected.

The technician proceeded to search for the solution for the next hour with no success.

Having an appointment to attend to, I had to discontinue the call.

A follow up call was made to Dell Technical support upon my return from my trip on February 19. I waited on hold for 20 minutes before a technician answered. I expressed my concerns about the issue and was placed on the line with a supervisor who stated that he would credit my account for 50.00 and get a technician on the line to resolve the issue. I was placed on hold and after another 20 minutes the line went dead.

I placed a return call to the Dell technical support line that same evening, only to sit on hold for 67 minutes before calling it quits for the evening.

February 20 i placed another call to the technical support line for the XPS customers and after 20 minutes on hold, disconnected the call. I then called the XPS warranty line and waited on hold for another 20 minutes.

I had had enough of the Dell experience at this point and called the return line. I waited on hold for 20 minuted before a representative answered the line. I advised of my complete dissatisfaction with the service and the fact that the product was not as advertised and that i wanted to return the system for a complete and unconditional refund.

The representative advised that this was not possible and that he would get a technician on the line to resolve the issue.

I advised that this would not be a acceptable solution for me. I was placed on hold.

The representative came back to me with an offer to take the system back less a depreciation charge and the return shipping would be my responsibility. I advised that this would not be acceptable and that the only resolution was a complete and unconditional refund. I was placed on hold.

The representative came back to me with a second offer to refund the purchase price, however, I would have to pay the return shipping. Again, I advised that this was not acceptable and was placed on hold.

The representative came back with a full refund and no shipping charges. I advised that I wanted this placed in writing and sent to me by e-mail. The representative refused. I asked to speak with his supervisor and as declined.

My Dell experience has been absolutely the worst. I have spent more time on hold and with representatives who have no authority/knowledge to act and will not back up their words in writing.

Bottom line - Dell loaded Internet Explorer in a custom configuration that does not allow the user to utilize the program in its intended manner. Their technical desk does not know how to fix the issue and they do not want to stand behind their product.

Company: Dell Computer Corporation
Country: USA
State: Texas
City: Round Rock
Address: One Dell Way
Phone: 5123384400

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