I received a computer from Dell and I purchased additional tech coverage called " my tech team." I was told that if my problem could not be fixed over the telephone that a technician would be sent out to look into the problem OR an authorization would be issued to send the computer back to have Dell "fix it".
I had problems from the start, but thought it was Vista, since I had never used Vista and had heard it was a problem. About 2-3 months after purchase my keys starting to 'stick' as I typed in my yahoo mail. (only bad in yahoo mail). I had my computer guy fix it.
7.5 months after purchasing, my computer suddenly froze while working on it. Nothing worked. I could not even reboot except to turn off the computer manually. It would reboot and reload windows and freeze. It got worse with each attempt. My computer guy came the next evening and said it was a "hardware problem".
I then called Dell in the hopes that I could return the computer while I was away on a trip and have it fixed. I was on the phone with Sean, from my tech team, for four hours. It was after 1am when we hung up with no resolution. He was unable to work on my computer in 'msconfig', but he was able to in 'safe mode'. However, numerous attempts to reload windows failed despite turning off every possible program. He then went on to tell me that if I could give him another "5-6 hours" he could walk me through reformatting my computer. Well, I received one hour of sleep before getting up to see a patient in the hospital. I begged him to just let me send the computer back or to send a tech. He repeatedly refused stating, " we do not send techs or authorize returns when it is an OS issue". I told him that my computer guy who works with multi-million dollar companies insists it is a hardware issue. I then had my computer guy attempt to reformat the hard drive. He bought a new hard drive and still could not reformat my computer. He was unable to back-up the hard drive with the hard drive in the computer also, so he took it out and put on his equipment and was able to back it up.
I returned from my trip (thank God for my old Sony). I was unable to get a new computer as Windows 7 was about to launch and no one had anything available to suit my needs. I sent three letters, certified, registered, return receipt requested, detailing the entire sordid saga to Michael Dell, his corportate VP and his president of consumer affairs. (all signed by the same person, and I suspect never reached any of the intended recipients). I then heard from a Mr. Vinay Kesavan whose solution was to offer to run diagnostics with me again. After countless hours I had spoken with Dell techs on 'my tech team'. I told him the entire story and he reluctantly agreed to authorize my sending the computer back in their special return box. (I had all original packing materials). Vinay went on to say that if they could not find a "hardware problem" the computer would be returned to me and I would need to devote an extended period of time to working with "my tech team" as Dell does not address anything but hardware issues. I was told that the "technician" they talk about coming out, does NOT do anything other than replace hardware that is NOT working right, but does not address any other issues. I also use a Paid version of AVG for virus, firewall etc. So there is my dilemma. I am determind to expose this company and to get justice. As a doctor, this had impacted my business and cost me hours of time. Time I could be devoting to caring for my patients.
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