Dell complaints

[AmandaGal]

I used to build computers, but haven't for a while. I used to do IT, but haven't for ~5 years (that was while I was in college - I worked for the state). So, I know a little about computer systems, but am far from an expert.

I got a Dell Mini and the first thing I did, as I always do, is wipe the harddrive clean. I decided to install Windows 7. Everything worked fine except for the TV tuner. I kept it on there for a few weeks and decided to put XP back on. It worked for a day or two and then the sound started going off and on. When it did the headphone jack would pop-up that "headphones inserted" message.

I thought it was a driver issue. It was a new install. I really couldn't remember if the sound had ever worked (I use it headphones a lot)...I think it did. I had brought it to class and watched a movie on it, but now that I see photos from the class maybe it didn't because I think I used a speaker. I'm not 100% sure.

Anyway,when the headphone message popped up, I deleted the drivers, reinstalled them. It worked again for a day and then the same thing. I could never get it to go back after the second time. I posted to Dell's customer forum and mydellmini.com with a troubleshooting question, still thinking it was the driver over the course of the 2 months that I have owned it....should have sent it back.

Everything else worked fine though, so I was convinced it was a small issue. I called Dell and they want me to ship it in. Ok. I ship it in.

Friday they called and told me it was liquid damage. I don't think this sounds right. Would liquid damage just effect the speakers/headphone jack? I've never seen that happen. I've called several of my friends who are currently IT and they say they've never see that precise, specific type water damage either.

Nothing has been spilled on the laptop, but if I did spill something on it, would the trouble not be more widespread? I asked the tech to talk to a supervisor, he would not let me. I asked for photos, they said they could not send, etc. Whatever. I'm done with Dell.

Anyway, they want $400 to replace, shipped it back today unfixed. I'm not paying $400 for it. It was only $100 more to begin with. As I said, I'm done with dell. I don't care. They could send me a new netbook. The tech called me a liar on the phone and I will not take that. He also said I would have gotten better service had I bought the extra $88 warranty. I will not take that either. I should be just as good as any other customer.

But anyway, does that situation even make sense? Could water JUST short out the headphone jack/speaker?

And I will really be pissed if it comes back, as I suspect it will, in worse condition than when I sent it. A friend of mine who used to work for Dell said he wouldn't be surprised.

[incident_man]

The "liquid damage" ploy is just that....a ruse designed to get you to pay more money to DHell, rather than DHell having to pay to fix it. There is another thread on here about someone else who was told the same thing, and, interestingly enough, he was given the exact same price quote to fix it, even though it was a completely different system, e.g. a notebook instead of a mini.
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Oceania has always been at war with Eastasia.

[AmandaGal]

I read that post. I googled "dell liquid spillage" and it brought me this site, actually so I read that post and I found the price odd too. I know LCDs/motherboards are priced differently for different models.

Unfortunately, I guess we're at Dell's mercy. Even if they send it back completely non-working, what can I do? Nothing.

I have half a mind to call them every day about it. I wonder how big of a thorn in their side you have to be before they will listen. I don't mind calling for an hour every day and making a tech walk me through setting up drivers and such. I figure they pay them $10 or so an hour. That gives me 6,000 hours to call and occupy them so I can get my money's worth.

[incident_man]

I suppose if one were to have the ability to take the unit apart and take pictures to prove that there is no water damage, then you have evidence to refute their claim. An executive email carpet bomb (EECB) and a follow-up note to your state Attorney General would then possibly get the ball rolling in your favour.
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Oceania has always been at war with Eastasia.

[diashto]

[AmandaGal]

Thanks for the info. That's surprising that only a few things did not work with that mac.

Anyway, my problem appears to be fixed. I received my mini today and it was fixed. I got an email yesterday from someone about escalation of a claim after I got off the phone with tech support. They said they would call, but I had already requested tech support to send it back unfixed. Shortly after all that, I got a phone call with a fed-ex tracking number. I wasn't sure what had happened. The guy I spoke to said it would not be fixed.

The note in the box says it is fixed. The sound works. The TV Tuner does not (but it says it's installed - so I believe it is. I just think I need to install the drivers). I was just running in the door when the fed-ex man came, but I took video of the unboxing just in case. I have to leave again right now so I cannot install the tuner.

It appears the problem has been solved. Thanks to Dell for that.

I hope this is the end of my experience with Dell. I probably will not be back as a customer. I think the damage is done, though I do applaud them for making it right (if it is indeed right. I'll play more with the pc later).

[Starman97]

They're trying to hush up the 'liquid spillage' lies that tech support is using to deny warranty repairs. For every one that makes it here, I'll bet a dozen others never figure out how to deal with being lied to by tech support.

The problem is, the tech support people may have figured out that they are getting called on this lie and are actually dumping liquid into the machines in order to cover their lies.

This fits the definition of Criminal Enterprise.