I purchased a new Dell Dimension 8200 computer in December. Total value of the computer was $2023.00 I did not purchase an extended warranty. After about 15 months of use, my new 19" Dell P992 flat screen trinitron monitor decided to quit working. I now had a new $2000 computer that was essentially idle because the monitor does not work.
I called Dell computer customer service and was promptly offered condolences because the standard 1 year warranty had expired. I also wrote a letter directly addressed to Michael Dell (of course he never received it, but hey, we tried) explaining the entire process. I was called by a customer service manager approx. Two weeks later (probably a twentysomething "titled" customer service manager who was programmed by Dell to tell me sorry dude, no service).
At the time of purchase, I chose to upgrade portions of the computer instead of spending extra money on a 3 year warranty that in effect provides only 2 years of warranty service (if you factor in the first year). It was not worth the $300 price tag. Another Rip off!
A local monitor repair service (and approved sony dealer) explained that I probably needed two parts to fix the monitor, a fly back transformer and horizontal output parts were suggested as probable solutions. These parts can run as little as $20 or as high as $200 depending on brand. The problem is that these parts are proprietary parts from Sony and even though the monitor repair service is itself a Sony dealer, the repair service cannot obtain replacement parts because Dell nogotiated a exclusive deal with Sony.
This again, is the ripoff. I cannot take this monitor to any repair shop and get replacement parts. Dell expects me to pack up the monitor at my expense and send it back to a Dell approved repair center so that they can control the price and parts to fix it.
The time factor alone is enough to say that my quickest and most time efficient solution was to buy another monitor and move on. All I would like to do is get the damn monitor fixed. Any suggestions? Does anybody know where I get parts to get this thing fixed? Hell, I would be happy to donate the monitor to someone needy. It seems environmentally insane to just pitch the thing.
I bought the computer thinking that Dell products would at least provide me with 3 years of quality service and beyond, however after 15 months my computer was shut down because of poor quality and absolutely no customer service. We consumers all know that Dell probably uses its' total number of complaints and just writes them off.
Dudes, there will be no new purchases of any Dell products again from this customer. Is this truely the death of customer service in this country? If so, Dell will fall flat in due time.
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