I purchased a Dell computer (Dimension 2400 series, Intel Pentium 4 Processor) back in March after seeing their ads in my weekly newspaper supplement. The deals sounded great. After receiving the computer I noted that they had not installed the CDRW drive. I phoned and one was sent out, but then I had to phone again about installing the drive. After discussion with the tech and informing him that I had purchased the three year in-house tech support plan, he said he would make arrangments to send someone out.
This took several calls and two weeks of back and forth before a tech came out. I noted the computer ran slow for a Pentium 4. The tech that came out ot install the drive also noted this but was not able to do anything as they were only sent to install the drive. After numerous calls to tech support and not getting any results in fact it only got worse after one had me reinstall the operating system which should not have been done on a new computer. Dell finally agreed to send me a replacment (note this was a refurbished and not new replacment). I reminded them to be sure the replacment had the CDRW drive installed.
Guess what it did not. I was instructed to uninstall it from the defective computer and reinstall it on the replacment computer. I followed the instructions but the computer was not recognizing the drive. I have spent numreous hours on the phone being switched between customer care and tech support. I still no not have a working CDRW. One tech said that after trying the last trouble shooting trick that if it still did not work he would send out a replacment drive and arrange to have it installed. This never happened and tech just kept passing me off. Numerous calls, disconnects, and e-mails have yet to resolve this problem.
I have sent a letter to corporate and actually got a call from them but was unable to talk at the time as I was working on a deadline at work. I was told they were just out the door themselves and would phone me back on Monday, July 12 in the A.M. It is now Tuesday, July 13, P.M. And I have not heard back from Dell. I could go on, but to put it briefly. Noone at Dell will take the responsibility of handling my situation and they just keep passing me back and forth. I have logged twently hours of my time on the phone and internet with Dell in trying to resolve this. I have read other reports and know I am not alone in my troubles with Dell. Perhaps we shoudl get together and file a class action...
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