Dell complaints

[kews]

I have never wrote a blog in my life or even a big blog reader, but do

to my experience and loss of countless hours of my life I have to put this

out there where somebody mite actually understand and not read from a

script. We bought an Inspiron 8200 a few years back at the time it was

one of the top of the line, so we where told and when we purchased it we

got the extra extended super waranty mega charge you an arm and leg

for crap because of what if. The laptop was great for what it was used for

mostly school, then out of nowhere we started having issues with our dvd

drive. basiclly it would stop log down and send the cpu to 100% called

dell technical support because had no idea about computers or what was

going on. I talked to tech support and they where very pleasent and I

thought hey this person cares, anyway the had me reload my video

driver to say the least it didnt work and I had already gotten of the phone

with the agent never getting a case # or realizing how they operate. I call

back the next day no big deal untill I start talking to a new person this

time I could not understand a bit of his english and after about 30

min got him to transfer me to somebody who spoke better english. I told

him all the info on computer and previous conversation with someone the

night before he said I understand and well help resolve your issue. The

answer was starting me at exactly doing what they had me do the night

before. Holdup, light comes on in my head bells whistles anyway It took

me about 3 hrs talking to him before he would go onto something besides

loading my video driver, so the next step was he started having me flip

over the computer get out a screwdriver and was basiclly going to walk

me thru god knows what, I stoped him and said all I want or need is for

the computer to be picked up and fixed because I am not a trained

computer repairman anyway it took probably another 3 hrs telling him

why we purchased the big bad boy warranty

because we pay people to do stuff like fix computers and cars because

we have no idea. They finally pick up my computer the one thing I

actually was pleased with about The laptop is dhl comes to your house

and boxes it up and brings back, get the computer back about a week

latter and well I think the only thing they did was reload the video driver.

because when it came bake it never ran like it should or did when it was

first purchased 9 months latter after learning a little more about

computers having and mainting a nice line of credit with dell, upgrades

for the computer like extra memory a battery because some how we

ended up w/ 2 recallbatterys/ diffrent story new power source all in one

printers wireless printer card yada yada yada. The computer takes a

dump I call dell tech support and tell them the sittuation they tell me

sorry but your warranty expired and was not awair of that. but what we

can do for 209$ we will pick up your computer fix what ever

your problem as long as it is not the mother board, I was fine w/ that put

it on my account. this time the person I was talking for some reason

could not understand that at the moment I could talk but not really take

down the information like case #s, the shipping # needed for DHL to pick

up the computer and I asked would you put all the info

in an email and recipt of purchaase and send it to me after about 30mins

yes sure I will do that I thought thats exactly what they did. Get home

the email is there standard resposnse email Im sure you have all seen

them I have personally taken over your case and will do everything you

need, except send you two damn #s to take care of everything. That was

it for me the next day I try to find a customer complaint dept every

company in the world has one "not dell" this Is when I get the true scope

of things to say the least in 3 days time I ended up w/10 case #s for the

same thing transfered about a million times untill all I can see is red, did

someone actually listen to my complaint and not tell me Im so sorry I will

take care of your problem and could only read from a damn script that a

manager said this should have never happened and I am sending you a

replacment computer because it origanlly was never fixed while it was

under warranty he gave me the case # and purchase # actually said I

will send you an email w/ all of this in it plusa link to get a hold of me

personally. Told me it would take about an hour to do write it up and

send me the email. That is not what I was even after the only thing I was

looking for was to file a complaint to corporate del. I was very happy at

this moment and was starting to regain faith in dell. satisfyed I was told

10 to 15 days, no problem. I called about three days latter because I got

another Case # sent in great standard email format. The shipping

department told me that it was being processed and about 10 to

15 days shipping? Cool the funny thing was my account was charged the

$209 for a service I never received. the very next day after going for the

charge It took about another hour or so to tell them I didnt receive or

need the service anymore. 9 days latter call to check on status of

computer want to know how it will be delivered what delivery type basic

info you would need I get somebody on the other end telling me that

my address wich they had shipped to a hundred times before was not

correct my bill is there everymonth like clock work, so they wouldnt

confirm what was going on w/ the case/order# they had some how had a

address from about 5 yrs previous for some unknowing reason. After

about a hour of trying to remember exactly what the address was or

would be I was toldyour order was terminated because your computer

was no longerunderwarranty I went crazzy and For about 2 hrs the only

thing i would say was I need to talk to your manager would tell any

person that answered I want to talk to your boss I guess If your

persistant finally you find someone, It was in fact a call back to me

because I could no longer be transfered to anybody so they where about

to tell me it would be about 4 to 8 hrs before they got back w me I

refused to accept that and said I have many other important things to do

then wait around for a call back that probably will never come back I was

called back within 15mins. Now it is gone to the highest level of escalation

apparently that I could reach at customer care have been told that will

have a new system asap like within 3 to 5 days in my hands not only that

but upgraded graphics card prossesor all the stuff that was up to date in

2003 that no longer is this is of yesterday we will see? I still have faith,

very little, but whoever runs the universe knows that if It doesnt happen

and I have all this documented I will call every day in my life tell the day

I die tell they give me my replacment laptop. If anybody reads this and

takes the time to make it tru my rantings just know persistance woks

eventually. Yet have I found the number for corporat office in TX, USA

found mailing address and fax# so that also is my holy grail so if any one

knows let the world know

[Blacksword]

So if im reading this right, you sent in the notebook for warrenty work, it came back fine, died again 9 months later, but you were out of warrenty. Called support, they todl you this, offered to repair it for a cost. The agent sent you the case number but didnt send the invoice(which a support agent cant do).

You called a manager, he was nice and gave you a replacement laptop, so you called support to reverse a charge(which they cant do) and got into transfer hell.

The order was canceled for whatever reason, you got to another manager and got a new notebook promised to you. And if you dont get it, your going to call in every day, make some phone monkeys life hell until you get what you want, or Dell divorces you as a customer(which i have seen happen)

I wish you the best but advise you to tread lightly.

also

WALL OF TEXT!

[morguul]

kews... you suck. go get a mac.