Dell complaints

[TMCOX]

I bought a new Dell for $1500 on February 9, 2005. On June 18, 2005, my hard drive crashed. Because I was within some time frame, Dell agreed to come and replace my hard drive. After much screaming and crying, Dell also agreed to pay for the retrieval of my data from the hard drive. I received a case number for the replacement of my hard drive and another case number for the retrieval of my data. I was referred to a company named Drive Savers in California. Dell told me to keep the old hard drive and to forward it on to Drive Savers and then to ask Drive Savers to return it to them when they were finished. Since I am a skeptical person, I called back the next day and verified that Dell would reimburse me for the retrival of my data. I spoke to Sam, who reverified the promise and stated I would have no problem, since it clearly stated in my file that Dell had agreed to reimburse me. I sent all to Drive Savers and they retrieved most of my data and sent me the info on two disks. I paid Drive Savers $1997.00 on my credit card. I called Dell back after all retrieval was complete on July 18, 2005 and spoke to Kristy Jolicoeur who noted from my case# that Dell had agreed to pay for my retrieval and she told me to fax the Drive Saver Statement to her at 512-283-6161. She also said I could email her at kjolicoeur@microdyne.com. I faxed all info to her that day. The next day, I had a message from Kristy on voice mail telling me to call a 1-800 number. This number turned out to be the Dell Customer Care #1-800-624-9896. When I finally got to speak to someone in India, I was told that I misunderstood what I was told by Dell. According to this man, I was told that Dell would only pay for my hard drive if I sent it to their approved drive saving company. Of course, this is ludicrous, since the hard drive retrieval had absolutely nothing to do with my warranty agreement for replacing a crashed hard drive on a four month old computer and the hard drive had already been replaced. Needless to say, I went berserk and called Dell repeatedly. I also emailed and faxed Kristy repeatedly. No one would return my calls. In the mean time, I had to evacuate New Orleans due to the hurricane and have not been able to follow up on this issue. To conclude, Dell promised me something, gave me a case number to confirm it and than changed their mind when they got the bill. I will never buy another Dell product. I recently had the opportunity to replace a hurricane damaged computer at work and made a point to buy from another company. I tell everyone who will listen, not to buy from Dell.

Dell Sucks!

Raped by Dell & again by Katrina

[ShaftDu]

sorry to hear about your 2 hell stories.

This is actually the first time I ever heard about Dell promising for data recoveray. Dell and computer companies usually warrant the hardware. Anything you put on the harddrive IE data is you the customer's respondible. Sorry about the spelling. But seriously, this is the first time I ever heard Dell would pay for that. Maybe you got a customer service who was trying to get you off the phone after you were screaming and crying.

[TMCOX]

Thanks. I have no idea what is normal. I called and spoke to many people. I had never heard about A drive recovery company until Dell gave me the info. The people at Dell seemed truly appalled by my situation and since the computer was so new, I assumed they were following some sort of protocol. It never occurred to me that they would lie about such a thing. Just for the record, I called back the next day in a much calmer state of mind and reverified the promise of recovery and was assured that it was noted in my case and I would be reimbursed.

I guess I've been had.

[Rocke_T_Sinetist]

I think you've been 'adjusted' by a supervisor. Phone agents promise all kinds of things, most within the range of what Dell would hypothetically do--that is, things that are not already excluded and disclaimed under the 'terms and conditions'. Consequential damages, that is, loss of data and loss of utility, are specifically disclaimed.

Surprising they would promise you data recovery. Overwhelmingly surprising if they made good on that promise.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'

[Dell'd In The Nads]