Dell's customer service is from hell. I have had an ongoing issue with Dell Computers since June 25th. It started with my system an XPS720 heating my room up as much as 10 degrees after only two hours of use. I am a writer who writes all kinds of legal documents.
I customized my computer so that I would have all the best that Dell had to offer at the time, Power with large storage capacity and speed. I had owned my computer for just less than a year before I started getting Blue Screens, stating that a System failure had occurred and Windows had shut down before any further damage could occur. My computer has a Ceramic liquid cooler which should have kept my system cool. But the power supply just boiled, 1 KW of power.
I needed a computer that could handle my writings and as well accommodate my sons needs to play his online games. I spent $4,018.88 on this tower. Thankfully, I bought the extended warrantee of three years. Ha, what a joke. My system was cooking and I called Dell and they determined I needed a new motherboard and they sent out a Technician. The first thing this Tech said to me was, Oh, I have never worked on an XPS720. I said that does not sound good but he assured me there would be no problem.
I was not worried because I went to computer college and graduated in the top five of my class with a 3.65 gpa of a possible 4.0, so I know about computers and that heat is a computers worst enemy. As I stood and watched this Tech (Tusundrea) start ripping out the cables, wires, ribbons and all connectors, I asked him? Don't you think you should be marking those wires since you have never worked on an XPS720? He laughed at me and said no I can handle this.
When he got the Motherboard in place, he said to me, Oh I don't have any wire ties. I told him don't worry I have thousands of them in my garage.By the time I came back, he had my Video & Sound Card installed and my memory sticks and he was stuffing all my cables and wires into the empty Optical Bays. Many of the Wires & Cables blocking my two six inch fans and stated that he did not need my wire ties after clipping at least 7 wire ties. He was just rushing to get my system reconnected so he could get out of my home. I had to tell him how to reset my Bios.
I did not use my computer that weekend because my son was staying at his dying mothers home for a few days. When he returned he was glad to be able to get back to his game playing which takes his mind off his breaking heart of watching his mother get worse and worse. With in three days the blue screens were back. I checked the system and it showed that we only had three Megs of Hard disk space instead of the four Megs that I had before this Tech worked on my system. I called Dell again and told them that their Tech had done something to wipe out One Meg of Memory space. The Tech in India ordered another Motherboard. I told her that I needed to be able to use my system to do my legal writings because I am disabled and I have to keep up with my work in order to feed my son. She told me that I did not have to worry that if my system still boots up I can use it and that I should use an external fan too try and keep my system cool. After over 4 more Blue Screens my system went to the Black Screen of Death.
When this Tech Jeffery showed up, he opened the box that had holes in it and when he removed the Motherboard, it looked like Fed-Ex had just flown over my home and dropped the ordered parts from the plane to my front lawn, it was so damaged. The Tech said he could not replace my Motherboard. I looked at my Motherboard that had already been replaced the first time and I immediately noticed that the uppermost Memory Stick was not installed completely. Neither of the side locking clips was locked in place.
I told Jeffery, do you see that memory stick and the clips? Does that look right to you? He said no. I then said and look at that connector it is grounded on a screw of the frame of the Tower chassis. I went on to explain that when you type Data through the keyboard, it goes into the memory sticks first by sectors and partitions and then it goes to the Hard Drive and if any of the memory sticks are not installed properly then that will corrupt my Hard Drive. Jeffery agreed and said that since that was done by one of Dell's own Technicians then Dell will have to replace my computer. He went ahead and called in for a new Motherboard and a new Video Card and new Fans and said that it would probably take a few days and then he would be back to do the repair.
That did not happen. A new Tech named Andrea called and came to install the new parts. He installed the Motherboard, the new Video Card and my Sound Card did the same thing with the various cables, Wires and Ribbons. Then he tells me that the Fan below the Ceramic Liquid Cooler is too large to fit under the Liquid cooler and just leaves that port connector on the Motherboard empty. He Boots up my system and it shows three Alerts! (1) Floppy Drive not found. I don't have a Floppy Drive. (2) Previous Pump and Fan failure. (3) Caged Fan Failure. I know what the Caged Fan Failure was, the Fan that did get reinstalled. Press F1 to continue. Then right back to the Black Screen of Death.
The Tech told me that the only way to get my system back was to reinstall my Operating Sysytem. I told him that I had not backed up my system for about two months and that I could not afford to lose all my legal writings and there is no way he could do that. He said that there was nothing else he could do for me. I told him that even if he reinstalled my OS that would not remove those Alerts! The system is not recognizing my Ceramic Liquid Cooling Pump for the central processor or the Cage Fan that keeps the inside of the Tower cool that you could not install. So he leaves and I still have a dead system.
I immediately called Dell and told them what had happened and that I did not want another Dell Tech to come to my home and that I wanted a New Hard Drive sent to my home and that I would install it myself. It was unformatted and with no operating system. That took over 9 hours just to format my new Hard Drive and then another 5 hours the next day to install all of my OS programs and Drivers. But I am still getting freezing screens and Blue Screens. Then I start getting threatening letters stating they wanted my frozen Hard Drive or they would turn me over to a third party and I would be charged almost $500.00 for the Hard Drive. No way am I releasing my client's private information.
I have talked with over 37 different people from India, the Philipians and then British Columbia. Then I spoke with a man named Ryan on 10/31/09 the best Tech I had spoken with to date and after five hours on the phone he finally said that my computer could not be repaired and that he was going to have to connect me with his supervisor named Mark. Mark said that Dell was going to replace my computer and I explained to him how much I paid for this computer and I started having problems before even my years warrantee was up but I had thankfully bought a 3 year extended warrantee. I told him that I hope that since this was Dells fault that I am having these problems that I expect Dell to match what I paid for this computer. Mark said that I would more than likely get an Alienware area-51 ALX.
On 11/14/09 I called and spoke with a man named Ajay and he told me that he was personally taking control of my case and that someone would be calling me within 5 days. I then get a call on 11/19/09 and I receive a call from a man named Brian that said he was calling me from the Corporate Office and wanted to know what was going on with my case. So for the 30th time I explained to him what Dell had done to me and how they caused me to lose my Computer and all the information and that now I am going to have to pay over $1,000.00 to have all the information on that locked up Hard Drive. I told Brian that I was promised an Alienware Area-51 ALX and everyone keeps giving me the run around. He told me, Sir, I assure you that we are going to get this Area-51 ALX sent out to you for the trouble we have caused you and I am very sorry on behalf of Dell. He then said can you hold a minute while I get another person on the phone in a three way call so we can get this resolved for you, will you please hold on the phone.
He connects me with a man named June and he tells June that he is calling from the Corporate Head Quarters and that he wanted what was promised to me to be sent out. Then June says well let me try to diagnose your problem. Brian interrupted him and said, waited a minute, maybe you did not understand me, this man has been through enough and I am asking you, are you going to replace this man's computer with an Area-51 ALX? Yes or no? Then I could hear Junes voice get nervous and he said, well yes sir but I have to get my manager on the line first to approve this. The Brian said, then get him on the line now!
Jay, Junes manager got on the line and Jay agreed when Brian told him who he was and when Brian told him who he was and he understands where he is calling from. Brian said now are you going to get this mans replacement promised to him sent out to him and Jay REF# 102507 said yes Sir. Then Jay starts going over my information and my address and email and phone number. Then he says, I will forward this to our Dell Specialist Department and they will take care of this. I then said, Brian did you just hear what he said, no answer, I said Brian are you hearing what he is saying? No answer. I asked Jay is Brian still on the line. He said I don't think so. He said to not worry he was going to get this straightened out.
Ok enough. This is where the Hell begins as if I have not been through enough Hell already after 6 months of trying to get Dell to hold up to their agreement. I get a call from a woman named Susan Thomas in the Escalation Department and she tells me that she is sending me an Alienware Aurora. I told her that was not what was promised to me. She got very arrogant and belligerent with me and told me that if I did not accept this computer then they would just credit my Dell Preferred Account and that she would give me a few days to think on this and then hangs up on me.
On 11/23/09 David called me from Dell and told me that they were sending me the Aurora Desktop and I told him that was not what was promised to me. He told me that my new case number was 958161139. Then I explained that Brian had already got this straightened out. He transferred me to his manager Mark and I told him the same thing and he stated that he was not aware of this.
Then on the same day Susan Thomas called me back and told me that she was sending me the specs on my system and what they were going to do. I told her that I paid over $4,000.00 for my system and I expect the monetary value to match with what is being replaced. She told me that is not their policy. I said, oh and is it your policy to send out one of your own Techs and cause me all these problems? She said that she was sending me the Aurora and I told her that if she did I would send it right back.
Then on 11/25/09 Jay calls me back and asked did I get my new system? I told him no I did not. I told Jay that an arrogant woman named Susan called me and told me that she was sending me an Aurora. He apologized and told me that Susan Thomas was over him and there was nothing that he could do to help me and that he was very sorry I had to go through all this.
Dec 3, I got the Aurora and I told the Fed-ex man to just take it back. Then I started to get the threatening calls for my old system that I still had in my possession and they told me that they were going to charge me for the Aurora if I did not get it back to them in 10 days. So on 12/9/09 I called OnProcessTechnologies and spoke with Steven Scott who handled my issue with the replaced Hard Drive and he assured me that I would not have to pay for the Aurora that was sent back.
The I get a call from a woman named Shuba ext# 7283898 and she was just as arrogant as the woman named Susan Thomas, and she refused to give me the system that was promised to me by Brian. She told me that they had no entries that a man named Brian called me, basically calling me a liar. How convenient that they do not have record of Brian calling me. I told Shuba that I did not want to talk with her or anyone else in her office that I wanted to talk with someone in the US at the Corporate Office and she told me that I could not do that because they are the Global Office that handles all the Global affairs. I told her that she was lying to me because I had been offered twice for a price of $150.00 to deal with an American in the US any time I had an issue in the future.
Then I get a call from Charles and then Garard and they both say that it will be an Aurora or nothing. I faxed a letter to the Corporate Legal affairs office and I also sent a letter to the Dell Corp Responsibility Report, 401 Dell Way, Round Rock, TX 78682. Mail Stop: RR1-01 and never heard back from anyone.in the mean time my warauntee is just passing by.
Then I call the Corporate Office in Texas and speak with a woman named Leslie on 2/1 and I told her what kind of Hell that Dell has put me through and I asked to speak with a Nancy R. Dorr because I had written to her in hopes that she would get this straightened out. Leslie told me that she knew Nancy very well and that she was a very sweet woman. She asked me to hold for a moment please. I said sure, I told her that I have never been rude to anyone at anytime during this whole time and I do not mind holding, I just want to get this Unresolved issue taken care of because it is Dells Fault in all this.
I am on hold for about 5 minutes and Nancy refused to talk with me. Leslie told me that she had spoken with Nancy and that she said that I need to talk with a Escalation Specialist or a Tech Support person. I begged her to please allow me to talk with Nancy and Leslie got smart with me and said, I told you what your options were, so which do you want me to do, transfer you to a Specialist or Tech Support which I guess at this point won't do you any good. I told her that I wanted to speak with someone in the Corporate Sector. She arrogantly said that is not possible. I will have someone from the Specialist Department call you within 24 to 48 hours, I assure you. That was on 2/1 and I have not gotten a call from anyone todate.
This Nancy at: [email protected], there are underscores between the Nancy_R_Dorr, who is supposed to be so sweet, she may be sweet to her cohorts but as far as Dells customers and I mean repeat customers (5 Dell computers I own and I have never been treated like this before). Michael Dell you should be ashamed of yourself. While you live in you palashall mansions (3 of them that I have found so far) I am confined to a 12 x 12 room because of my disability and you treat me this way. I did not have the $4,088.88 to invest in your Extravigant life style. I did it because I put my trust that you were a man who stands behind your product.instead you send your customer service over seas where people are far lesss paid and that means more money to go to your empire. Remember this though Mr. Michael Dell, some day when we all stand before a Holy God you will have to answer for what you have done to poor people like me. I have since lost the attorney that I did my legal writings for, because my old Dell Dimension 8250 is so over loaded and slow that I can no longer keep up. All I have is my disability pension which will be putting me and my only son on the street in a matter of months because I can no longer pay the bills anymore. A multimillion dollar company here in America and while you live and eat like a king, my son and I go without. One thing I am assured of, you will reap what you have sown.
I am not a liar, the only person of integrity named Brian did call me on 11/19/09 and he did state that I was to get the Area-51 ALX because of what DELL caused at the hands of their own Techs. June Ref# 121017967 knows this to be true and so does Jay Ref#102507 who is under Evy or at least works in the same office.By the way, Leslie who hung up on me after telling me that she would have someone from the Specialist Department call me within 24 to 48 hours which never happened. The phone number to the Dell corporate office is: 1-888-242-0938, but don't expect to get beyond Leslie, because she will just hang up you. That seems to be Dells Policy, when they get tired of you they just hang up on you knowing that you will not be able to track them down. Great policy. My Policy is to never buy another DELL COMPUTER and to spread the word to as many people as I can.
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