I purchased a dell 2100mp video projector on May 13. I am on replacement number 3, and all 3 have been defective. I am now running close the expiration of my warranty, and now is when all of the problems begin.
The first two replacements were sent out perfectly, exactly when they said they would, arrived when they said they would. The third, was sent to someone named *omited* Fralix, but was addressed to my address. After pleading with airborne to release the package to me (Luckily my address on my drivers license is up to date) I hook up the video projector and put a movie on for my brother and sister that I was babysitting.
After about 30 minutes, my brother comes down stairs and tells me the video projector just shut off. I thought that was odd, and just assumed he hit the power button. When I went upstairs, I could smell a horrible electronics burning smell, and the projector was incredibly hot. I checked the tempature of the casing and it was around 210 degrees. I immediately call dell.
Let the games begin:
First phone call: Contact tech support. Tech says that I am in the wrong department because this projector is from Dell Canada and I have to call them. I hang up, baffled, and try the dell Canada number. They are closed. Call tech back, tech tells me that they need to contact dell canada to resolve the issue. I say fine, and call back the next day. Call tech back, this is when the wrong name on the system tag problem starts showing it's ugly head. I explain that the name was changed in error, and that I am not sure who changed it (It's a systems glitch on their side) and that I am the original owner of the projector. They seem to want to work with me. They tell me that only customer care can change the name over, and they are closed. I am told to call customer care the next day.
Customer care? I call customer care the next day and jump through the hoops of verifying my information yadda yadda yadda. I explain the situation to the rep, get placed on hold and, lo and behold, the connection to india craps out. I call back, jump through the same hoops to say who I am, and the rep says that they don't know what the problem with tech is and that they need to order the projector.
Go back to tech, go through the troubleshooting BS game and they determine the projector needs to be replaced. I give them my name, address, telephone number and I am told a replacement will be there on Monday. Monday comes around, nothing. I wait until Tuesday, and still nothing. Call tech.
This time, tech tells me my warranty information is Invalid. I ask what the hell that means, and he tells me to contact customer care, which just so happens to be closed. I am still pretty calm at this point (I'm not sure how, but I am calm) and call support the next day. I get on the phone with support, jump through the idiot identification loops, and ask why my warranty information is invalid. Their repsonse: "Your warranty period has expired". I think this is the point where I lost it. Now note that this was on April 3rd. The first words out of my mouth was "Do you mind telling me what today is", to which she responded "April 3rd" and I asked, "Do you want to tell me when I purchased this projector" and her response was "May 13th" and at that I point I said "So you are telling me that april 3rd comes after May 13th at Dell?" She then backed up and started saying she was sorry yadda yadda yadda and that I should contact tech.
Tech "Support" again
This time, I actually get a some what nice guy who seems to care about what is happening. I explain everything (I think I tell this story in my sleep I have said it so many times) and he says that he will order the replacement, and contact customer care to see if he can get me some credit. He even goes as far as to give me a case number. He then tells me that he will personally contact customer care and change the name on my account, order the replacement video projector, and call me when he is done. I give him all of my contact, shipping information and he says it may take a couple of days to take care of all of this before I will receive a phone call. I think "Wow, this might actually get resolved" boy was I wrong.
A week goes by. I hear nothing. I file an "unresolved issues complaint" on dell's site. This time, I am no longer friendly. I am no longer happy, and I for damned sure am not a "Satisfied" customer. I am to the point where I am making demands. My first demand, send me a factory fresh, non-refurbished projector. THe second one, I want a 1 year extended warranty that will cover me until may 13th. My third demand, I want at least 25% off a future order, should I ever decide to take my chances with dell again. I then close with "If you cannot or are not willing to comply with these demands, Please send me an address to return this defective merchandise for a full refund"
They're response: A BS form email that begins with "I apologize, but I cannot fulfill your requests. All dell customers have a period of 30 days from the date of purchase to inspect their systems and return them for credit. Because you are past this period, I advise you to contact technical support so they may assist you".
I am on the phone to tech support about as quickly as I finished reading the email. This time, when the tech comes on, I explain to them that they do not make enough money to deal with me right now. I also explain to them that there is a reason they have a supervisor, and it is to deal with people like me. The tech REFUSES to get me a supervisor. It is then that I start the list of problems. She FINALLY decides that "Maybe this guy does have a problem" and tells me she is getting a supervisor. I ask for the name and she tells me "Rachel" an obvious code name, but whatever. I am on hold for about 5 minutes, and sure enough: Click. The line goes dead.
I immediately call back, get another tech. Jump through the hoops, and then ask for a supervisor named "Rachel"."There is no one here by that name". I explain that i had just called and was on hold for a supervisor named rachel and was disconnected. I also explained that I went though all of the exact same prompts that I went though the first time. She keeps insisting that there isn't anyone there by that name. I say Fine, let me talk to another supervisor. She also refuses. I explain my situation to her and she says she will order the replacment projector, and also will do a capture on the returned one so the overheating problems could be investigated further. I go though all the exact same shipping/contact info verification and am told it would be there by Monday. I am also told that someone would have to contact me the next day to resolve the Mr. Fralix issue. I ask for a time (And request it to be as early as possible) and she tells me 7:00am. A little earlier that expected, but I want to get this resolved. I agree, and go through all of that information verification.
The next morning, I wake up early to wait by the phone. 7:00,8:00,9:00,10:00 no phone call. I had to get some errands done that day so I took off. I get back home at 4:00pm, check the caller id. A no-name, but 800 number tried to call at 2:15pm. I call the 800 number and, you guessed it: DEll. I call support, absolutely PISSED. I guess this tech could smell my thirst for blood, because he did not argue with getting a Supervisor. This time, I get someone named Alex. I explain everything to him (A freaking gain) and tell him that I don't want to deal with this any more. I also made him promise that I would not be sent another refurbished projector. I also get his last name, which I can't say here *raghavan*, I explain to him that if he can't give me what I want, Then I want to talk to his supervisor. He tells me that he will schedule a call from the "Escalations Team" and they will call me at work at 2:00pm on Monday (April 12th) Well, I am at work, and at 2:55pm The phone rings, I am on the other line with a customer, but I am within earshot of the other person that was working. I hear him saying "who? Ummm, no, there isn't anyone here by that name" and he hangs up. I get off the phone, and ask who they were looking for. He said "Someone named Bon Bon" I check the caller id and, yeap. Dell. I ask if it was someone that sounded Indian and they were just mis-pronouncing my name and he said no, she sounded American.
I get home, call tech support and start fuming. They tell me that it is still up to customer support to resolve the issue with Mr. Fralix and that they will need to contact them. I explain that I have been told this many times before, and am just plain sick and tired of dealing with this.
I fill out the unresolved issues form again, this time I show no mercy. I also closed this with: "If you respond to this with another form email, it better be immediately followed with an address to return this projector". I actually don't get a form email. This time, I get $100.00 off my next order placed through the Dell home and small office website in the next 6 months. And they tell me I need to contact technical support, but the name would be fixed.
As of today (4/20/04) the name on the account is still Mr. Fralix. I am supposed to get a call tomorrow at 3:00pm from the escalations team, this time they are calling my home number. I am going on over a month without a projector (Even though it came with "Advanced Overnight Exchange Warranty for 1 Year") Some point, a couple of weeks ago, Mr. Fralix called me at home. He now has all of my contact information in his account. He was trying to figure out why he got a bill for a video projector he returned in November of last year. Turns out his started overheating in the first month of use. I guess he was lucky. Dell has repeatedly lied to me, refuses to support their own product, and I am certain is trying to drag this out until May 12th. The day my warranty expires. If anyone knows a personal contact at Dell I could call, or where to sue I would love to hear from you. I am in Colorado, and they are based in Round Rock, TX. I am not willing to file suit in Texas. I would prefer small calims, but at this point I would try almost anything.
Brandon
Castlerock, Colorado
U.S.A.
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