Dell complaints

[KM]

Hi,

I purchased a Laptop from Dell on 9-17-06, & received it about a week or so later.

This Laptop was sold with software included, as part of the deal, but to my surprise - no software was included in the box. Only what was loaded on the computer, with NO BACKUP disks – in the event of a problem. (They say it will reformat back to whatever day you select, but we tried that several times, and it never did.)

We tried to set up the computer for use that first week, and have been working on it ever since. We never got it to network with our existing home network, and the wireless connection worked only briefly, before becoming useless. We assumed we were doing something wrong initially, and after many hours on our own, we finally contacted our son to assist us. (College Grad, strong Computer background, set up our home Network – successfully, with his laptop when he was still in school – no problems.)

After many more hours working with my son's assistance, we were all stumped, and finally my husband contacted Dell Support. (We've dealt with the India support teams of other companies, and believe me, it is a LAST resort, if we call for help.)

This has been nearly a full time job after work for my husband - every night, ever since first contact with Dell - about two weeks ago. Hours and Hours were spent on the phone, following directions from people who barely speak English, and who immediately tried to blame us, then our Wireless hardware from Linksys (that's been working flawlessly for quite some time).

Only, when it was proved beyond all doubt that it was NOT US, and NOT Linksys, did the Tech finally admit there might be something wrong with the Laptop they sold us. The decision was made to send us a new Wireless card, and they would talk my husband through installing it.

My husband is not a computer serviceman, and I question if he had broken something internally, if Dell would have honored our warrantee - despite telling him to do it. Additionally, DELL had the GALL to send us REFURBISHED parts!!!! What the HELL is up with THAT!!???

We paid for a NEW computer, We got a DEFECTIVE computer, and after WEEKS & WEEKS of hell, Dell sends us REFURBISHED parts to FIX IT OURSELVES???!!! GREAT CUSTOMER SERVICE!!! REMIND me to tell ALL my friends!!!

My husband did follow the barely English directions, and did install the PREVIOUSLY DEFECTIVE part into our laptop, but STILL it would not work, and STILL no offer to refund our money, or take back THEIR defective laptop.

FINALLY, we were referred to an American Tech Support person, who immediately put my husband and the laptop through all the same exact tests and reboots and mumbo jumbo that he’d already been through repeatedly for the last week and a half with India. Same results.

This had gone on for WAAAAAY too long now, and I was PISSED. I told my husband I wanted a NEW COMPUTER, with ALL NEW PARTS – Factory installed, and a NEW Warrantee starting upon the date I got this NEW laptop - Either that, or just my money back, and an RMA so I can return this one to Dell.

He finally agreed, and the next day I called Dell Returns. Here is how that went:


Called “Dell Returns” at 8:25 EST.
1-800-624-9897, option 4
(That's what the online site says, but "4" kicks you out to a computer that does not offer Customer Support or Returns as an option. I had to hang up and redial.)

2nd phone call: 5 minutes of phone-computer hell (being asked interminable questions by a computer) before finally getting to a person,

5 minutes in: 10 minutes of polite discussion, wherein I clearly stated our current situation, and my requirement for an RMA (Return Merchandise Authorization) + Replacement, or an RMA + Refund. I nicely told him if he could not authorize the RMA, to transfer me to someone who could – now, and please don’t jerk me around. He put me on Hold.

17 minutes in: He came back and Offered me a new Printer and Tech Support to help fix mine. I declined, argued another 5 minutes, threatened legal action, and demanded to speak to his superior. He put me on Hold.

28 minutes in: He came back to “say” he would send me a new computer, and directions to send back the old one, but he was going to put me on hold again. I requested his name in case we were disconnected. He put me on Hold.

30 minutes in: He returned to say he would send me a new laptop, and allow me to return mine. I stated my expectation of a renewed Warrantee date beginning on the date I received the new Laptop, and was told NO, my Warrantee would go from the date of the original order placement; Sept. 17, 2006.

I said that was not acceptable, and I would just return the laptop then, and order another one online, after I had my money, ensuring I would get a new Warrantee start date.

He tried to tell me that would not be to my advantage, and I told him nothing he could say would convince me that taking a replacement laptop from an iffy supplier with a bad track record and a half gone warrantee would be to my advantage, and after 37 minutes of trying to get a simple RMA, it was not acceptable that I should still need to be arguing with someone who clearly had no authority to give me an RMA. I demanded to speak to a superior (for the 3rd time), and he put me on hold again.

40 minutes in: He returned to say he would allow me to just return for a refund, but I would have to pay for the shipping on the return. I said that was not acceptable, and that Dell had sent me a defective laptop, then after putting us through 2 weeks of hell to fix it ourselves, sent us a refurbished part, made US install it, and STILL it doesn’t work. Now they have the gall to ask us to pay to send it back?!

I pointed out that MY money did not break, MY check did not bounce, and only one side of this deal was at fault for this problem, and only one side was going to incur any expenses to correct it. I said they would pay for the shipping, not me, and if he could not authorize it, to let me speak to someone who could. He put me on hold.

45 minutes in: he came back to ask me to confirm my contact info & hold a bit longer.

55 minutes in: He finally came back to provide instructions to return the laptop to Dell. Clearly exasperated at that time, he gave me the RMA #, and Dell’s mailing address. (I'd let unintelligible English slide previously, but I actually needed this info to be accurate, and he did not like being asked to repeat, and spell out answers, at all.)

59 minutes in: He Thanked me for using Dell, and asked me if I was satisfied with the results of my contact with Dell Customer Service. I said NO (and – I swear to God, had the opportunity presented itself, I would have gladly reached through the phone to strangle him while explaining why). I told him that 59 minutes to get a simple RMA was completely unacceptable. He tried to explain why he had to do what he did, and I told him it did not matter what the reasons were, I called for an RMA, and it took me 59 minutes to get it, and I was NOT happy with Dell.

He requested that I remain on hold for a few moments to speak with his Manager, and I agreed - hoping to relay my displeasure to someone who had some authority.

1 minute later, he came back to say his Manager was too busy to speak to me just now, but would call back later. It’s been over a day, and no call back. Waiting…

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On another point, I read in a previous post that anyone who has trouble comprehending the broken English offered up by the crack support team in India has either a few less brain cells or an attitude problem - in the opinion of the Moderator.

I'd like to point out that my IQ is 142, and while I have little problem grasping what they are TRYING to say, it is mostly by virtue of already knowing what the topic is, and knowing what few options are possibly going to be the response. (ie, if one asks a yes or no question, any utterance ending with the ssss sound is likely "Yes"). If one hears this babble absent any context, it is unlikely that even a bright person would grasp more than about 50% of what is being said.

Additionally, most people are not fluent in Computer speak, as the Moderator clearly is, and I think it's somewhat arrogant to assume that Computer speak, uttered in a bad foreign accent by some guy with a chip on his shoulder is somehow the fault of the listener, if he or she doesn't comprehend it all easily.

Tech Support left a message on my answering machine this very morning, and I wish I knew how to forward it to you. I've listened to it 3 times now, and I can decipher just about 60% of what he's saying. The rest is anybody's guess AND I already know what he's trying to say!

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One last thing, Mine was hotter than Hell whenever I put it in my lap. I had never owned a laptop before, so I can't say for sure, but I can't imagine this is right. Who would ever want to use a laptop, if it's going to burn your legs whenever you use it?

[david (aka dvdpiddy)]

Welcome to ihatedell.net KM and thnak you for helping me and paul own a freakin troll. Ok to your problem KM i think if you cant get in contact with dell through phone do the next best thing and e-mail(It may be slower but atleast you understand what they are saying)
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For some reason i fell like this cat right now.