In August of my husband and I purchased a Dell Laptop for our son who was just starting college, this was the sixth Dell computer we purchased.in January, just five months later, the laptop would no longer stay connected to the wireless internet. We call up the Dell tech support who worked on the problem coming to the conclusion that our problem was a software issue. You guessed it... Not covered under the warranty. Due to financial issues, we decided not to pay the fee to have the software problem rectified and our son used an ethernet cable to use his "brand new"laptop.
Another school year has arrived and he needs to use his laptop in school so we decided to bring it into a reputable computer store in our city to have them fix the so called software problem. Low and behold... Not a software problem! OK, I take the laptop home, after paying the fee to have it looked at, with a letter in hand from our tech stating the computer in fact has a hardware problem where the WIFI card is unable to connect to the antenna. He comes to this conclusion by replacing our wireless card with one from a computer in their shop, now the laptop works, in their words, like a charm.
I call Dell support explaining our findings, September one month past the warranty to tell them that had they diagnosed the problem back in January, our laptop would have been fixed under warranty. They refused to fix our computer without financial acceptance on our part, telling us that the problem could have very well been a software problem then and a hardware problem now. Funny thing is, due to us never having this laptop fixed for a software problem, wouldn't it still not work if the "current (as they put it)" hardware problem is fixed?
Even after emailing the CEO of the Dell Company, who never replied in person, instead by yet another employee who couldn't care less, we have discovered that this company does not care about customer service and satisfaction.
I will never bring another Dell computer in my household and I will tell the world my story!
0 comments