Dell complaints

[pkjr04]

I am in the US Peace Corps in Jamaica. I bought a Dell laptop about 2 1/2 or 3 months ago. I get it shipped down here and it breaks after 4 days! 4 days!! That didnt upset me too bad, because things like that happen. So I send it back to the states to have it repaired. I get a notice from Dell that it has been received and repaired in the same day...I was happy about that. So, Dell sent the laptop back to my parents so they can send it back down to me, but DHL loses it. Then they find it. Then they lose it again. Then Dell says they will replace the laptop, then DHL finds it again. So, the laptop finally gets to my parents place and they have it shipped back down here. Of course, my laptop gets detained by customs and takes me a good 2 weeks to get it out. But none of that matters, because I finally have my laptop, right? nope! the laptop still DOESN'T WORK!!!!!! It is just as broken as it was when I sent it back the first time. Now, I have spent all morning online with Dell trying to get a refund, but they keep bouncing me back and forth between people. I've been transfered to four people already! So, my $1000 laptop, not including the over $200 I've spent on shipping to get it fixed, has about as much use as a computer as the desk it is sitting on. I HATE DELL!!!

[paul_dellcc]

Welcome to IhateDell.net

Sorry to hear about your Hell experience. I bet you can't get your refund cause you are outside the 21 day window correct? But you are out of that timeframe cause DHL lost your laptop twice or more. If I were you I'd try to call again, get a Supervisor, explain everything again and lets see what they can do for you. If you are offered a discount coupon just laugh out loud, that will be the first thing those morons will do (stupid policy) so keep trying.

There are good reps/supervisors around all that sh1t. Good luck and 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...

[david (aka dvdpiddy)]

[Steveo]

Sorry to hear about your laptop problems, like paul says the first thing customer care will do, is try to relate with you.. and then offer you a discount coupon for a small amount....don't take it, tell them that you are rejecting the computer on the grounds that it does not work.

Paul a question for you how firm is that 21 day period, when I worked in sales at dell before I was "moved up", people had returns for computers for anything up to 1 year ago.

[paul_dellcc]

[pcpc]

When I was having my problems with my Dell that NEVER worked, I used to ask to speak to the person's supervisor, and he or she would always tell me that there was no one else to talk to -- that they were the end of the escalation path!!!

When someone tells you such a ridiculous lie, it doesn't bode well for ever getting any help.

PC

[Rocke_T_Sinetist]

Yeah, when an institution lies that transparently, it's obvious they place no stake in their own credibility, on any level. They're not paid to.

It's a Dell phenomenon; the Indian culture is not characteristically disingenuous. But generally, Dell phone answerers are not competent to diagnose dandruff, not empowered to do the right thing (if you're lucky enough to find the one who knows what the 'right thing' is), not supported by supervisory staff (are they really always in a meeting?). They're instructed to get you off the phone, and required--one time out of 4--to tell you "it's software" and transfer you to the paid WXP reinstallation handholding service. They're (virtually) chained to their desk, and their only respite from pissed-off Americans is putting you on hold.

Definitely not defending the structure, but the individuals: How ingenuously could you perform under those circumstances? (And in a foreign language, to boot.)
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Rocke T Sinetist
as in, 'it doesn't take a...'