Dell
Laptop Never Worked, Phone Advice Chipped Part, Replacement Offered Refurbished

I bought a Dell Computer online, and now the computer simply doesn't turn on. I rarely used it, but since I'm going on a business trip, need to take it with me, so I tried to turn it on... But it doesn't work.

I called tech support (in India) and spoke with a man who had me do all sorts of crazy things to try to fix it. Finally, he said "get two screwdrivers, " so I did, and he told me to take the top of the laptop off. I told him that if I put the screwdriver where he told me to put it, I might break a part of the computer. I asked him twice, and he said "do it, if it breaks, we'll give you anew computer."

Guess what? Part of my computer chipped off when I tried what he said. I then told him, and he said "we will replace that part". I reminded him that he said he would give me a new computer. He then said he never said that!

I had to escalate the call and speak to two more India reps, all of whom were adament in saying I could not get a computer replacement. I felt like I was dealing with a third world vendor in a shady outdoor market!

So, I called customer service, and guess what? I got another Indian rep on the phone. She promised me a "new" computer, but when I pressed her for details, she admitted it would be a refurbished computer.

I paid $1800 for this laptop, it has never worked, and Dell wants to replace it with a refurbished computer? I told her that in America, this is considered fraud. I plan on sending it back, disputing it with my credit card company, and hoping for the best. I know this is a crapshoot, but Dell simply will not give me my money back because "it has been longer than 21 days" since I bought it.

There is a serious disconnect between Indian culture and American culture, and simply learning the language does not bridge that disconnect. Dell needs to realize this. I will never buy another Dell computer. There are 671 complaints alone on this website against Dell. I hope their company goes bankrupt and their stock crashes. This is the single worst consumer experience I have had in my 40 years. Again, it is like dealing with a third world country of crooks and bandits. Way to go, Michael Dell!

Company: Dell
Country: USA
State: Texas
City: Austin
Site: dell.com

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