Dell complaints

[Mrs_debs]

I have a laptop that has overheated from day 1. I have had a tech here 5 times to try and put new parts in to get it fixed. Today...after putting in new CPU new motherboard new fan....it still won't turn on or acknowledge anything. Now they want to either....Depot it (whatever that means) or send me refurbished laptop. One...shouldn't I get new considering it has not worked right from day 1. Secondly...how do I get myself a decent person to help me with this problem. Why must I talk to a foreigner who couldn't care less that I am at my wits end after having this laptop worked on 5 times. I need this laptop fixed yesterday. Please can someone help me get someone that actually cares that I am not happy. I am about to contact our lawyer about being taken advantage of or something. This is a nearly 2500.00 laptop and we had it custom built with xp pro. Any suggestions would be greatly appreciated.

[paul_dellcc]

Welcome to the forum

Depot it means RTD (Return To Depot), you will recieve a DHL box to put your Inspiron in and they will take it to a third party company paid by Dell to fix it. Hope DHL loses it so you can get a new one

I don't think you'll be able to talk to an American, but believe me, an American won't care either. You said you had problems since day 1, when was day 1
If it's way out of the 21 day window you can forget about getting a new laptop. Most times refurbished products were never used...

Lets see what the Dell techs who come here have to say

Please keep us posted.
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I see DELL people!!

If we don't remember our past, we can't understand our present and we can put in danger our future...

[Mrs_debs]

Yes it's been nearly a year and a half. Unfortunately my son is a student. We buy laptop, he takes it to college. He tries to talk to "those tech people" on his cell and has nothing but trouble. Laptop comes home for break. I get it serviced....goes back to school. Overheats every 10 minutes. Comes home again gets serviced. Anyway, It is our fault it's gone on so long but it's hard when you depend on it for school. Finally this christmas I have tried to stick with it and get it fixed. It's gone from shutting down every 10 minutes to not working at all. So, I'm guessing the best that will happen is getting a refurbished computer. I should take this option and be happy? Tonight, my manager his name is JOHN who is a total moron, told me when I phoned him to tell him that Will, the service techs service tech, offered me refurbished computer or depot. John (the moron) said in order to get refurbished we would need one more service call at home. HAHAHA to do what? All new parts inside and won't boot up now. The poor tech is sick of coming here knowing she can't fix it. Tech support on the phone diagnosises it with overheating problems. What more can be done so why come here again? Anyway, I could go on for days about the process that I have gone through. So, I guess when and if they call me back, I go for the refurbished is what you are saying. Makes me unhappy that I have to settle. Hindsight is 20 20 I guess when it was shutting down it wasn't just going to sleep mode and I should have sent it back right away. I didn't realize that when I bought the complete care warranty it didn't mean exactly what I thought it meant.

[i_escaped_dell]

you have complete care? drop the thing on the ground and break it to pieces and get a refurb sent

[Rocke_T_Sinetist]

I like escaped's idea. Or spill a soda on it, drop it in the toilet, etc.

For future reference, all laptops are built by the same handful of Taiwanese vendors and can be serviced by independent storefront repair shops. Where they WILL answer the phone in English and they're much more likely to give it back to you in working order. At Dell's 'depot' or the 'home service' you've experienced, an independent servicer gets paid by Dell whether the system works when you get it back or not (no incentive to fix it right).

The original problem was likely a faulty or misinstalled heatsink. Repair-parts dispatchers are notorious for not knowing when to replace heatsinks... the script and database they follow is inadequate and their technical skills typically 'bottom-third'. And field servicers are notorious for not understanding heatsink installation. Oh, and certain Dell laptops are notorious for overheating. Plus, the flimsy parts become much less reliable once the thing has been taken apart several times.

Start over with a 'refurb' and cross your fingers it makes it to graduation, then buy him a Toshiba.
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Rocke T Sinetist
as in, 'it doesn't take a...'

[Mrs_debs]

Now you tell me I guess hindsight is always 20/20. My local repair shop just recommended that I try to get them to replace it with a latitude rather than the inspiron. He says they're less glitzy but more reliable. Won't happen most likely but I did email them to give it a try. Next time I will do something different I guess. I do not really know that much about toshiba's but I'm guessing you think they are very reliable? My daughter purchased an HP. Had nearly the same trouble with hers but once she was out of her HP warranty Best Buy did let her build another one and it has worked great for 3 years now and she loves it. Maybe it's just best to do the desktop route or maybe the Apple people are right. Maybe the ibook is the way to go. Who really knows. I do know I'm becoming a little more grey daily with all this headache about trying to get things taken care of properly.

[ShaftDu]

not a flame to you, but interesting your daughter had better service with people who are face to face even though it is best buy.

I am sure you were a victuim of the mass marketing that is called Dell. If you never heard of a toshiba, that sort of clue me in.

[Mrs_debs]

Oh, I have heard of Toshiba...just have never had them as a computer source. Our first computer....some 15 odd years ago was a gateway. Then I had a computer built, then we purchased an hp laptop and now a dell. But, if you're telling me that toshiba has a more reliable laptop I will research them in the future.

[Rocke_T_Sinetist]

Get your hands on Consumer Report's year-end compilation of recommendations. They call it "Buying Guide". It's free to subscribers and I think it's on sale to non subscribers.

They are 100% objective. What they do is mail out questionnaires to all their subscribers. They ask "did you have to service your laptop during the past year, and what brand was it?". Toshiba and Sony were more reliable than Dell or HP (but not by a 'huge' amount).

Following their reliability reports gives you a better chance of not experiencing problems. But all engineered/manufactured items are susceptible to failure. Geez, look at the space shuttle, and it was NOT cost-reduced!
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Rocke T Sinetist
as in, 'it doesn't take a...'