- Report: #98762
Complaint Review: Dell Computers - Round Rock Texas
-
Author Confirmed
Why?
Dell Computers
Dell Corporate, One Dell Way Round Rock, 78682 Texas, U.S.A.
Phone:
512-338-4400
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Dell Computer Corporation Ripoff Defective Computer long holds for tech support Round Rock Texas
I purchased a Dell computer (Dimension 2400 series, Intel Pentium 4 Processor) back in March of 2004 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, 2004 in the a.m. It is now Tuesday, July 13, 2004, 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.....
Sylvia
San Rafael, California
U.S.A.
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
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, 2004 in the a.m. It is now Tuesday, July 13, 2004, 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.....
Sylvia
San Rafael, California
U.S.A.
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
2 Updates & Rebuttals
Sylvia
San Rafael,California,
U.S.A.
Update Tech Support Did Phone
#2Author of original report
Wed, August 04, 2004
The tech support did phone and he was calling from Texas, so I was better able to communicate with him than the previous tech support staff from out of the country. He had me go through the same motions as the previous tech support and determined that I ad a bad CDRW drive and made arrangments for a replacment and someone to come out and install it. I was not impressed with the tech that came out but he did get it installed and after reminding him he needed a cd in the drive in order to test the recording, he put one in and it did record. The tech informed me that I did not have enough memory and that is the reason my computer was running so slow. You need 128 just for the XP Professional operating system. I informed the sales staff when I placed my order that I would be adding programs such as Microsoft Office as well as the programs that Dell installed. Why was I not informed that I would need more memory to run these programs. In fact this was the problem from the beginning, why didn't any of the tech staff pick up on the memory (128) problem.I still have issues with Dell and will take the issues up with the Corporate office. I have spent too many hours trying to get a decent working computer. I have taken my computer into to the same people who service my office computers and had them install more memory and take care of a couple other problems that Dell could/would not. It now appears that I have a decent working computer after putting in considerable time with Dell and then having local computer experts fix it at my expense. It appears that Dell's biggest problem is that the staff is lacking the training and skills necessary to service the demands of the customers.
Sylvia
San Rafael,California,
U.S.A.
Dell Computer Update
#3Author of original report
Tue, July 20, 2004
A letter to the Corporate office in Round Rock Texas got a response. I found out that the replacment computer was in fact new and not refurbished as I was told by tech support. Also hte person from Corporate gave me her direct line to work with her directly and she has arranged for a second level tech to phone to trouble shoot for me. I will let you know how that goes as I have been told in the past that they would have a tech call me at a particular time and I made it a point to be at my computer three times and there was no call. I guess to avoid getting bounced back and forth between customer support and tech support is to go directly to corporate. I will keep you posted on the results.
