I bought a laptop from DELL on 6/22/07 as a brand new computer. The first day I received it I had error messages and problems with software and hardware not functioning properly. I called them right a way and requested a return (which I can, because it still was within the return period) but they underestimated and misdiagnosed the problem and referred me to the amateur technical support to fix the problem. The technical support people could not figure out the problem and I had to call back again, at which point they uninstalled some programs they thought might be causing the problem. However, they could not restore these programs afterwards.
A couple of days later I had the same problem so I called them back again and they tried something else. Similarly, I had the same problem with another related software every time I shutdown the computer and other error messages would appear. I called them requesting a return but they said that my return period is over and I'm no longer allowed to make a return and the only option is to talk to the technical support again.
So I talked to the technical support department and they mentioned that I have to buy some software warranty to be able to use this service (although I paid for this when I first bought the machine). I called customer support and they offered me one month of on-call customer professional technical support to resolve these problems, and if they are not resolved they would return the laptop (said Leon, a customer service supervisor). I called every time I use the laptop because of another issue. Problems and error messages continue to appear every time use it.
So I called every time and wasted hours to resolve one issue only for another problem to appear the next time I used the laptop. I kept calling them regarding these new issues and new ones kept appearing. Keep in mind that this is a brand new computer. I talked one final time to the on-call support and they said that the machine was clearly not new and that I needed to return it (I was given a specific case number by the agent). I then called costumer service again and explained to them that according to what they said (leon and the tech support people) that the machine does not work and therefore I need to return the computer as they promised.
They refused to return it and claimed that they never said that and that the only option I have now is to buy a new warranty to be able to fix the machine. Scott (agent# 323333 was unwilling to cooperate and very rude). So they either cheated me by knowingly sending me machine that was used and refurbished (in which case it is fraud) or they sent me a broken machine and purposefully wasted my return period time only to avoid having to accept a return on a faulty product.
In either case, they are saying that I am now stuck with a machine that has many problems although I paid for a new laptop. I am now frustrated and overwhelmed by this faulty machine and there unethical and callus business practice. I just want a refund.
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