- Report: #370490
Complaint Review: Dell Computer - Nationwide
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Dell Computer
www.dell.com Nationwide, U.S.A.
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Dell Computer Dell Bestbuy geeksquad Round Rock Texas
We bought a Dell Inspiron computer from best buy ont 8/11/2008. I am having trouble with a driver and want to restore the computer back to factory condition. I called Dell and they told me I have to call the geek squad which I did. The geek squad told me they could help but I would have to pay 169 dollars to get the information on how to restore the computer back to factory state. No disks came with the computer. There is a restore partition but I have tried everything I could find on the web to restore it. It is a vista 64 system and the old way of hitting F8 or ctl f11 do not work. We are past the 14 days now and can't return it to best buy. I will have to go buy a system disk now and do it that way. Below is an online chat conversation I had with Dell. I was logged in as the wife from her computer. This will be the last Dell we ever buy and the last time we will go to best buy. Dell is the only company I have ever heard of that will not provide a way to restore the system without going through a third party and paying 169 dollars for the information. This is what will happen to you if you buy from best buy.
8:34:40 PM System Thanks for choosing chat for your technical support needs. A chat agent will be with you shortly. Just so you know, you can also visit our website at support.dell.com to get technical help.
8:36:40 PM System Thanks so much for your patience. Chat agents are eager to help you with your troubleshooting needs, so stay on line and the next available representative will assist you.
8:58:57 PM System You are now being connected to an agent. Thank you for using Dell Chat
8:58:57 PM System Connected with Adil_112452
8:58:57 PM Adil_112452 Thank you for contacting Dell technical chat support. My name is Adil and my rep ID number is 112452. How may I assist you today?
9:00:12 PM Carolyn Davis Hi, I am having trouble with a monitor driver and want to restore my computer back to factcory system. I seem to have no disks with the computer.
9:00:32 PM Adil_112452 I will be glad to assist you.
9:00:35 PM Adil_112452 we are facing unusually high chat volumes today.
We apologize that you had to wait in the Queue
for this long and really appreciate your patience.
Please be assured that we are aware of the situation
and are taking steps to fix this, in the meantime
let me go ahead and help you with the issue without
any further delay
9:00:51 PM Carolyn Davis Thank you
9:02:27 PM Adil_112452 If you restore the system to factory settings that will delete all the data.
9:02:41 PM Carolyn Davis Yes, we are prepared for that
9:05:07 PM Adil_112452 Dell Systems purchased through Best Buy are sold with "carry in" service.
While I may be able to assist you with simple issues such as setting up
your system or problems with your mouse or keyboard, Best Buy's Geek
Squad department, located inside each Best Buy Store, will gladly assist you with everything else.
You can contact Best by at 888-237-8289.
9:05:55 PM Carolyn Davis Sorry but geek squad wants 169 dollars to tell me how to do this, is this dell policy now?
9:07:18 PM Adil_112452 I am sorry but you will have to contact Best Buy for assistance.
9:09:16 PM Carolyn Davis Ok, it is unacceptable that dell will not provide system disks and refuses to tell their customers how to restore the system with out paying geeksquad 169 dollars
9:09:54 PM Carolyn Davis I will forward this converstation on so the general public is aware of the situataion.
9:15:53 PM Adil_112452 The Geek Squad from Best Buy has been authorized by Dell to provide technical support and warranty service for your Dell computer.
9:16:03 PM Adil_112452 You will have to contact them.
9:16:35 PM Carolyn Davis I will contact much more than geek squad, have a good day.
Edavis
Madison Heights, Michigan
U.S.A.
Click here to read other Rip Off Reports on DELL
8:34:40 PM System Thanks for choosing chat for your technical support needs. A chat agent will be with you shortly. Just so you know, you can also visit our website at support.dell.com to get technical help.
8:36:40 PM System Thanks so much for your patience. Chat agents are eager to help you with your troubleshooting needs, so stay on line and the next available representative will assist you.
8:58:57 PM System You are now being connected to an agent. Thank you for using Dell Chat
8:58:57 PM System Connected with Adil_112452
8:58:57 PM Adil_112452 Thank you for contacting Dell technical chat support. My name is Adil and my rep ID number is 112452. How may I assist you today?
9:00:12 PM Carolyn Davis Hi, I am having trouble with a monitor driver and want to restore my computer back to factcory system. I seem to have no disks with the computer.
9:00:32 PM Adil_112452 I will be glad to assist you.
9:00:35 PM Adil_112452 we are facing unusually high chat volumes today.
We apologize that you had to wait in the Queue
for this long and really appreciate your patience.
Please be assured that we are aware of the situation
and are taking steps to fix this, in the meantime
let me go ahead and help you with the issue without
any further delay
9:00:51 PM Carolyn Davis Thank you
9:02:27 PM Adil_112452 If you restore the system to factory settings that will delete all the data.
9:02:41 PM Carolyn Davis Yes, we are prepared for that
9:05:07 PM Adil_112452 Dell Systems purchased through Best Buy are sold with "carry in" service.
While I may be able to assist you with simple issues such as setting up
your system or problems with your mouse or keyboard, Best Buy's Geek
Squad department, located inside each Best Buy Store, will gladly assist you with everything else.
You can contact Best by at 888-237-8289.
9:05:55 PM Carolyn Davis Sorry but geek squad wants 169 dollars to tell me how to do this, is this dell policy now?
9:07:18 PM Adil_112452 I am sorry but you will have to contact Best Buy for assistance.
9:09:16 PM Carolyn Davis Ok, it is unacceptable that dell will not provide system disks and refuses to tell their customers how to restore the system with out paying geeksquad 169 dollars
9:09:54 PM Carolyn Davis I will forward this converstation on so the general public is aware of the situataion.
9:15:53 PM Adil_112452 The Geek Squad from Best Buy has been authorized by Dell to provide technical support and warranty service for your Dell computer.
9:16:03 PM Adil_112452 You will have to contact them.
9:16:35 PM Carolyn Davis I will contact much more than geek squad, have a good day.
Edavis
Madison Heights, Michigan
U.S.A.
Click here to read other Rip Off Reports on DELL
3 Updates & Rebuttals
Eddie
Youngstown,Ohio,
U.S.A.
Ok
#2Author of original report
Wed, December 03, 2008
Well, there's not a whole lot anyone can do for you. Most companies, like the Dell competitor I work for, stopped shipping restore media with their new computers as a media reduction strategy. Instead, they included some program/functionality to create the disks on your own on the new machine - most novice users can do this, albeit a time consuming process. From reading your report, you want GS or Dell to hold your hand through restoring the machine without paying for that additional assistance? How does that sound reasonable? You're not tech savvy enough to complete the task at hand on your own, but don't want to pay for assistance.. Sounds like you're at an impasse. Believe it or not, services offered by retailers aren't always out there to screw you with your pants on. Often, such as the case of opting to have them create restore disks for you, they are there to help you and not just feed the evil retail chains.
Eddie
Youngstown,Ohio,
U.S.A.
Ok
#3Author of original report
Wed, December 03, 2008
Well, there's not a whole lot anyone can do for you. Most companies, like the Dell competitor I work for, stopped shipping restore media with their new computers as a media reduction strategy. Instead, they included some program/functionality to create the disks on your own on the new machine - most novice users can do this, albeit a time consuming process. From reading your report, you want GS or Dell to hold your hand through restoring the machine without paying for that additional assistance? How does that sound reasonable? You're not tech savvy enough to complete the task at hand on your own, but don't want to pay for assistance.. Sounds like you're at an impasse. Believe it or not, services offered by retailers aren't always out there to screw you with your pants on. Often, such as the case of opting to have them create restore disks for you, they are there to help you and not just feed the evil retail chains.
Eddie
Youngstown,Ohio,
U.S.A.
Ok
#4Author of original report
Wed, December 03, 2008
Well, there's not a whole lot anyone can do for you. Most companies, like the Dell competitor I work for, stopped shipping restore media with their new computers as a media reduction strategy. Instead, they included some program/functionality to create the disks on your own on the new machine - most novice users can do this, albeit a time consuming process. From reading your report, you want GS or Dell to hold your hand through restoring the machine without paying for that additional assistance? How does that sound reasonable? You're not tech savvy enough to complete the task at hand on your own, but don't want to pay for assistance.. Sounds like you're at an impasse. Believe it or not, services offered by retailers aren't always out there to screw you with your pants on. Often, such as the case of opting to have them create restore disks for you, they are there to help you and not just feed the evil retail chains.
