We had good customer service dell for years then last year our dell xps 500 tower wasnt repairable so dell nicely replaced it and upgraded it to the dell xps730 tower, they told us that seeing that our dell xps400 was also doing the same thing that they planned to uprade and replace it with a dell xps730 also. So our charity was very pleased with that and we said ok to them, but then after they upraded and replaced the dell xps500 tower it worked great for us so we called them back and told them we needed that dell xps400 replaced now. They got very rude with us and told us they where instead going to send us the dell xps420 we said fine thats fine with us. Then they sent us an email saying we would receive it in 7-10 days.
Well guess what we never got it, I personally called them back and they said it had been cancelled that they didnt know why but that we had to speak with technical again and have them put the order thru again. So we did that and again they said it would be 7-10 days for it to arrive. We waited and waited and waited and waited and waited 3 months. I finally called them back and they said that order had also been cancelled by a guy over in REC department they didnt know why but that we had to speak, with technical again. I called technical back again and they got approval for the replacement again and they said again it would be 7-10 days until we got it but that they where going to go ahead and ship us the Dell xps730 out as thats the only tower they make which is a full sized tower like the dell xps 400 was so that was their only option for a full exchange for us we said ok fine to that and he said it would be here this time he guaranteed it. Then it didnt arrive I personally called them back again and was told that anything in reference to this matter was to be transfered to this guy over in REC. I spoke to several people in REC but they kept telling me the guy would email me personally from REC.
I got a rude and beligerant email from him saying he was the one that had final decision making in regards to replacement and he said seeing we already got one repalcement they would not be sending us another for our other system ever. He said he would troubleshoot ours again, I told my gosh troubleshoot they already know whats wrong with it. It overheats the minute we turn it on, blue screens, shuts down, the hard drive has failed over and over again, and there is no sound at all, and the video fails and go scrolling lines all the time. He said he would replace parts again we said to him we dont want parts for this again we are fed up with it being repaired over and over again and it still doesnt last we want a replacement like they advertise that if the system is not repaired to the customers satisfaction it would be replaced no questions asked well they arent living up to that are they. I told him i just want it replaced that our charity has now been with out this system operational for 6 months now and its not going to run if he puts more parts in it they will only last a short time and then they will fail too.
Heres what he did he just waited it out until our warranty expired now he wont help us at all. They did this on purpose we believe they delayed shipping the replacement out and kept cancelling it just so they could wait out our warranty time until it expired on us now they feel they dont have to help us at all. I want to sue them for this is there any attorney out there that can sue dell for this for us please.
I just cant believe how rudely he has talked to me too, he told me when I asked for his supervisior he said he was the supervisior and that there was not higher than him that i could talk to and that he had final decision I just cant believe that a large company like Dell would leave their final decision making in his hands and let him talk to a charity like this my gosh a replacement system isnt going to cost dell that much seeing the system they are replaceing was purchased cost $5970, and the system they would have been sending out to me was only $2350 so we dont think that was to much to ask and neither did every rep and tech we spoke to they all agreed we deserved a replacement thats why they kept putting thru for the replacement and other supervisiors had already already authorized our replacement but this one guy just kept cancelling every replacement order that was sent to REC to him. I think he has some vindictive nature towards our charity I am not sure why.
But we are a licensed 501 (C) 3 NONPROFIT, and yet he acts like he would have been paying for this repalcement himself you know and we know thats not the case at all. I have never seen someone take such a personal interest in a case like this as this one guy has. He truly has decided that no one at dell is going to help us anymore we dont know we havent done anything to dell at all. We have actually been very loyal customers we have purchased many dell items over the years many and we have told many people about dell thus sending lots of business towards dell. And yet we get treated like this when all we wanted was this system replaced not repaired again.
The last repair tech we spoke to last year in december said that once a system is repaired 3 times it automatically replaced with one of equal value not only in size but price. And ours has been repaired now 4 times and has had parts put in over 10 times now and yet this guy doesnt want to replace it even though their own techs told us they recalled this tower due to severe overheating issues which is the major problem with this design of tower it overheats severely.
Angela c
president,
founder computers for all
501 (c) 3 nonprofit organization
http://www.computers4al.org [email protected]
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