Dell
Paid $39 for unresolved tech support, then told out of warranty

Until today, (07/21/08) I'd thought of DELL as a good computer sales company: there are 4 Dell pcs and laptops, and 4 Dell printers in my home. My favorable impression was first dented when I had a problem with my Dell pc. Since the warranty had expired, I agreed to pay $39.00 for technical assistance. That was on 05/08/08.

After I'd paid, the technician spent about 3 hours with me, but couldn't fix the problem. She told me her supervisor would call me the next day to complete the job because she was stumped, but it was I who finally called back two days later.

I got a different technician this time, but with the same unresolved result. A third technician instructed me to open the computer and do some repair work myself. The upshot was that this technician couldn't fix the problem either. He got his supervisor to tell me to seek help from any local computer tech to find out what was wrong with my computer. After the diagnosis, Dell would be happy to help me fix the problem. His opinion was that I had a hardware problem. I later called Dell to tell them that I would report back to them after I'd had the diagnosis.

I took the pc to a local tech shop, where it sat until two weeks ago, when I was told I needed a new hard drive. I ordered it and it came in today. After I installed it I called Dell to report that my feat and to ask them to help me finish the job. And guess what! "Your computer is out of warranty so you have to pay for us to look at it, " I was told. I explained that this was the culmination of an unsolved case for which I'd already paid $39.
He replied, "It is more than one month." I said,
"Of course, the computer was at the repair shop. What could I do?

"All this time?" he shot back.

"Yes! I got it back only two weeks ago, and the hard drive arrived only this evening"

It was as if I was talking to a robot. "Your computer is out of warranty..."

I said, "Tell your supervisor I'm not going to take this rip off lightly. Tell them I'm going to write in the press, complain to my Attorney General and my Congressman"

"Your computer is out of warranty..."

I pleaded, "Just tell me what to do next, because the computer is asking me to press F1 of F2"

"Your computer is out of warranty..."

Me: I have several discs all named reinstallation discs; which one should I put in first?

"Your computer is out of warranty... If you pay $39 you will get good advice how to restore your computer"

I want you lawyers out there to advice me about my options. I believe that Dell is riding on the eroded goodwill of customers who haven't had the misfortune of running out of warranty with their products. Dell doesn't value the loyalty of its longstanding clients. The customer is not mighty enough to sway public opinion or to seek redress for shoddy treatment. If you're stupid enough to try to keep a Dell computer for more than 4 years, you're not worthy of our sympathy. Dell, Well, Well, to hell!!!

Company: Dell
Country: USA
Phone: 8002893355
Site: dell.com

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