Dell complaints

[Jeniferclark]

This is my 5th dell product and never had many issues until now. I have Dimension C521, AMD 4600 dual core, Vista. I have not loaded many things, I wanted to keep it simple. Problem now is DVI (video card) not recognized. Dell send monitor (referbished) after I bought a new one. That didn't work. New video card, that doesn't work. I need the video card to work. Computer doesn't know its there. Spent many hours on the phone with India (Dell) they are awful. They don't know what to do and have a hard time speaking english. I hate that most about Dell. I have spent a great deal of money and even bought extra support and warranty on this computer and that doesn't help. I will NEVER buy another Dell, next one is APPLE/MAC all the way. I just want this to work and I have had issues since I got it. Send me a new one that works or take this crap back and I can use my money on one that works. Any suggestions out there as to whom I can call to complain that would do any good? Really stressed out.

[ojchillinndc]

You said you get a DVI error? DVI is not a video card it's the cable going from the computer to the monitor or HDTV. The cheapest way to troubleshoot this is to see if you have a friend or neighbor with a similar DVI cable to see if it works with your monitor or HDTV. To knock out the video card try to connect the computer with the monitor's analog cable, if it came with one. That should be the cable with blue connector. It would connect to the computer with the blue port.

If you're getting anything on the monitor from the computer, then the video card is working. The computer wouldn't be able to display anything without the video card.

But DVI is the cable type. It stands for Digital Visual Interface. If a friend doesn't have one and your desperate to see if the cable is the problem, get a cheap one from Best Buy or COMPUSA. They should be able to help you out with DVI.

Also, try going to Dell's website and clicking on Unresolved Issues link. When I did that with my issue, I got a response from an American and my issue was resolved.

But check that cable out. That's one of those things that gets overlooked quite a lot.
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I'm burning in the depths of DELL!!!!

[Jeniferclark]

Thank you for that info, I will work on it more. I was sent a new white cable from Dell since it just stopped working and nothing changed but the blue one worked. They tried replacing the monitor and video card. The computer doesn't recognize that there is a card installed. It see's the internal card which is NVIDIA (VGA) but not the ATI Radeon X1300 (DVI)card. It worked for 2 1/2 months fine then I got the black screen. The white cable is hooked up to a splitter where you can attach another monitor, but I don't use one. Neither side of the splitter worked and I can't use the white cable without the splitter. My last option is to have them send me an splitter. We have tried everything. They even did Dell connect and looked on the computer themselves (3 times), they found nothing. Can you thing of anything else that I can try? My next move after the new splitter will be to have them send me a new computer. The tech that installed my new video card was stumped, I'm not surprised. Really tired of this, wish it happend within the 30 day return time and this would be going back. Any more advice would be great. I really appreciate your help.

[Rocke_T_Sinetist]

If they tried the monitor, card, cable, there's not much left but motherboard. I'm not familiar with the AMD chipset, and apparently neither is Dell.

Keep after them. If they try 3 times and the problem remains, they are supposed to replace the entire system.
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Rocke T Sinetist
as in, 'it doesn't take a...'

[ojchillinndc]

Is your monitor a CRT or LCD flat screen? Most of the flat screen monitors can support both DVI (white cable) and VGA (blue cable).

Sounds like you have a lot of parts in the mix and any one of them could be bad. When troubleshooting, you have to completely knock them out one at a time.

Since you never got the white cable to work take it out of the mix. If you have a neighbor or friend using DVI on their computer, take it over to their house and see if the cable works for them. That should cover the white cable. If that same friend has a flat screen monitor that accepts both DVI and VGA inputs, see if they'll let you take it home and try it on yours. Connect the white cable to the monitor and see if that works. That will knockout the cable, video card and motherboard. And would point to your CRT monitor or the splitter. You can isolate the monitor by connecting it to the computer on the VGA port and work it for a while. And that would leave the splitter.

A friend with flat panel monitor that accepts both DVI and VGA could really be helpful to you here 'cause it would answer a lot of questions.

Make sure you don't have connections in both ports on the computer, DVI and VGA. That could confuse the computer. Make sure when using VGA the DVI cable is disconnected and vice versa.

Another thing you could do is try contacting ATI about the card. They maybe more helpful and friendlier then Dell and they should know more about the video card then Dell. They maybe able to fix your problem.

The last thing would be the motherboard since the video card was already swapped out. Unless you had it swapped by an at home Tech and the idiot put the same bad card back into the computer (would not surprise me). The motherboard may not be providing power to the slot. ATI or Dell probably could tell you if it is or isn't with some kind of LED indicator.

Remember not to open the computer case unless Dell tells you to. It will void you warranty probably. If ATI tells you to, forget you did it immediately after you closed the case.

You may find the solution to the problem by surfing the net or working with ATI but if you discover a bad part and need Dell to replace it. You may find yourself (if not already) doing what my avatar is doing right now.
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I'm burning in the depths of DELL!!!!

[Jeniferclark]

You have been extremely helpful and I appreciate every bit of advice. I have complained to some higher ups and they are sending me a new system. I asked if it was refurbished and it was. I complained again and they told me that this time they would build a new one for me. I have had so many issues with this computer since I got it, a fresh start may be what the Dr. ordered or a stiff drink. I think I will order both and kill 2 birds with one stone. I have 2 weeks until my new computer gets here so I will try what you told me step by step. I'm glad I found this site or I would still be lost at this time. Your a good soul so keep helping people as you have helped me. Thanks bunches, Jenifer

[ojchillinndc]

I noticed in another post that you were wanting some numbers to the higher ups in Dell and in this post you mentioned being tired of India (and who could blame you for that). But I noticed you model number and looked on Dell.com and found that it's a business model. Dell didn't give you a number to Small Business or Business support? I don't think you're suppose to be getting support from India. On Dell's website it says you're entitled to Gold Support and I think I read somewhere that's suppose to be America. You need to research this so you can stop calling India. Scour the other post. I know a few of them also mention XPS support and I believe Dell was using Small Business Support to help XPS support with their flood of calls so the number might be the same.

So get that number for Gold Support if you are indeed Small or Big Business.

Oh yeah. Make sure not to make more then one post about the same thing. whisper: It makes the moderators angry. And you kind of want them on your side.
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I'm burning in the depths of DELL!!!!

[Jeniferclark]

I will search for the gold support. I'm a home/business user and didn't know that support was different. I'm up to date now and will make sure I have the correct numbers. I'm new to this post thing so I will make sure I don't repeat myself. I would rather have them on my side. Thanks again.

[Rocke_T_Sinetist]

Gold Support is a upsell option, probably worth it dealing with Dell. It can still ring in Banglalore, but on the better side of town. The worst Dell offshore support, you can't understand at all. If you can even reach someone who doesn't put you on indefinite hold.

Make as many posts as it takes to resolve the issue. Moderators intervene when people digress into calling each other names, we try to keep a higher tone here.

Very glad you're getting a new system. Dell is making a proactive effort to satisfy you. That's better than some customers have gotten in the past. To have helped someone get value they paid for out of Dell justifies the site's existence.
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Rocke T Sinetist
as in, 'it doesn't take a...'

[Jeniferclark]

I'm all about keep an up tone. I believe that the key to a more positive result is persistance. It does help that this is Dell # 5 for me and I have not had many issues in the past. I was calling or emailing Dell daily and keeping a log for my records just like they were. I never swore at the customer reps I talked to just told them what I thought and how big of a mistake this purchase has been and that the next computer will be a MAC. I don't think they appreciated that. I'm holding out for that new system and will post again as to my outcome. Any advice I can give to anyone out there like me is to hold your ground and keep asking for higher levels based on the calls made. Hold your tongue (very hard to do) Keep your fingers crossed that I do get what they are telling me. Thanks for your site, it has been extremely helpful and I will pass along via word of mouth. Oh, by the way, I seemed to get more when I posted on Dell's web site to Unresolved Issues. That is where they changed my refurbished system to a new one. We shall see!!!

[Jeniferclark]

After 3 months of problems and contacting Dell tech support, I finally got an american and he helped more than any other, he decided that I need a replacement of the computer I bought. I also emailed unresolved issues and got an email back shortly there after making sure my problem was resolved. I asked him why when I bought a new computer and it had sooo many problem that I was getting another one (refurbished) so I would inherit someone elses problems trying to correct my own. He said that was policy but this ONE time he would help me out and send me a new one. I did receieve a new one and I'm currenlty working thru other issues (hopefully minor). I was not rude or mean to the american people and they seemed to want to help me more. Hopefully if you do contact tech support I would also email unresolved issues so you have more record of what is going on, maybe you will get more help like I did. I will say that this is my Last Dell. I'm switching to Mac for the next computer. Hope this helps someone.

[hiwaystar]

If it's got Vista on it, good luck Vista sucks. You don't have to go to mac.
find a good local PC shop in your area next time to build you a pc.
they will blow away any of the cheap name brand crap away. HP, HELL, Crapway and Sleeze machine. Us guys speak english.
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I don't give a damn what it was desiged to do.
what can it do?

[ojchillinndc]

I don't think you can build your own laptop, yet? Vista does suck from what I'm hearing. XP is so great, I don't have a problem waiting a year(or two) before upgrading to Vista. I was mad as hell when Dell decided to offer my notebook with Vista a couple days after I bought it. But after hearing all of these problems with Vista, I now see it as a blessing in disguise.
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I'm burning in the depths of DELL!!!!