- Report: #124330
Complaint Review: Dell - Internet
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Dell
www.dell.com Internet, U.S.A.
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Dell customer service shouldn't even be legal. Internet Nationwide
My horror story in dealing with Dell's customer "service" starts over a year ago when I first purchased my laptop from them. From the start, the computer had heating problems and would freeze up after any kind of use that demanded more than a fraction of the computer's hardware power.
This was not acceptable as a brand-new produce. So, I called their tech support and after no less than 40 minutes later I was connected to India with their broken-english tech agent. The agent insisted that this was a software issue even though the laptop was right out of the box. He had me run some basic diagnostics which did not reveal the problem, so he told me there was none. I just wanted to send the laptop back for them to fix at their repair lab or for them to replace it, but he told me that "we can't fix it if we don't know what's wrong with it."
This idea behind hardware support is ridiculous. It'd be ludicrous if other businesses, such as an automobile repair shop, handled its customers over the phone like Dell tries to. It'd be like telling the customer over the phone how to look under the hood to find the problem before they could service it.
So, after this initial "scuffle" with their tech support I later found out that it was a cooling problem with the system and proceeded to buy an external fan to hold me over at school until I could get back home and try to handle the problem again. Low and behold, the laptop worked alright with the fan right up until a week after the motherboard finally failed (this was only a year after purchase) and the system would not turn on altogether. At this point, the same tech agents were more than happy to sell me the hardware I needed now that I was out of warranty.
So, I bought a $650 motherboard from them and at the same time purchased the $300 at-home installation service. I recieved the motherboard after a week, but the installation service never came. Their people claimed that their "at-home installation skew" was down and that no at-home installers could be appointed without it. I assumed that this would be a temporary problem as they illustrated... but their skew was down for an entire month and a half. How could a COMPUTER company operate with this kind of nation-wide system failure of their installation services?
I eventually had the motherboard replaced by a private company for much less than what Dell was charging (65$ as opposed to $300). Unfortunately, the laptop's motherboard only lasted a month before frying again.
They should have fixed my laptop the first day I called them with the problem instead of trying to help me fix it over the phone.
I hate Dell, and so should you and your friends.
Truong
Lansdale, Pennsylvania
U.S.A.
This was not acceptable as a brand-new produce. So, I called their tech support and after no less than 40 minutes later I was connected to India with their broken-english tech agent. The agent insisted that this was a software issue even though the laptop was right out of the box. He had me run some basic diagnostics which did not reveal the problem, so he told me there was none. I just wanted to send the laptop back for them to fix at their repair lab or for them to replace it, but he told me that "we can't fix it if we don't know what's wrong with it."
This idea behind hardware support is ridiculous. It'd be ludicrous if other businesses, such as an automobile repair shop, handled its customers over the phone like Dell tries to. It'd be like telling the customer over the phone how to look under the hood to find the problem before they could service it.
So, after this initial "scuffle" with their tech support I later found out that it was a cooling problem with the system and proceeded to buy an external fan to hold me over at school until I could get back home and try to handle the problem again. Low and behold, the laptop worked alright with the fan right up until a week after the motherboard finally failed (this was only a year after purchase) and the system would not turn on altogether. At this point, the same tech agents were more than happy to sell me the hardware I needed now that I was out of warranty.
So, I bought a $650 motherboard from them and at the same time purchased the $300 at-home installation service. I recieved the motherboard after a week, but the installation service never came. Their people claimed that their "at-home installation skew" was down and that no at-home installers could be appointed without it. I assumed that this would be a temporary problem as they illustrated... but their skew was down for an entire month and a half. How could a COMPUTER company operate with this kind of nation-wide system failure of their installation services?
I eventually had the motherboard replaced by a private company for much less than what Dell was charging (65$ as opposed to $300). Unfortunately, the laptop's motherboard only lasted a month before frying again.
They should have fixed my laptop the first day I called them with the problem instead of trying to help me fix it over the phone.
I hate Dell, and so should you and your friends.
Truong
Lansdale, Pennsylvania
U.S.A.
2 Updates & Rebuttals
Paul
Anaheim,California,
U.S.A.
Thank you for the warnings about Dell.
#2Consumer Suggestion
Tue, January 04, 2005
I had a Dell a long time ago. It was 166 MHz. What's that tell you? It worked great! But, thanks to you people, I know never to buy a new one! I wouldn't even buy some of their other products, either. Anyplace that sends you to India then ends up telling you to screw yourself won't get a dime from me! Millions of people see this site in the search engine listings. Many of them come here before they buy a product to see the actual complaints for themselves. Your Dell could end up being an antique once the company goes out of business!
Tina
Westmoreland City,Pennsylvania,
U.S.A.
I hear ya
#3Consumer Suggestion
Mon, January 03, 2005
Truong, I know exactly what you are going through. Their customer service is horrible and I vow to NEVER purchase or recommend a Dell again. They couldnt GIVE me a computer. What I am doing to try and resolve my problem, is that I posted on planetfeedback, I sent BBB letters, and I called 800-854-6245 The receptionist sent me to some executive extension and I left a message. I'm also going to try (512) 338-4400 if the latest doesnt get resolved. Good luck, and dont ever look at another Dell again!!!!
