Dell complaints

[exdellcust]

I bought a cheap Dell E310 in April of 2006. It doesn't get used much. Last Saturday, I long on to check some email. "Dell Support Center" then prompts me to update the program. Like an idiot, I agree and download the update. Upon trying to install the update, the computer takes a serious dive. At this point, I can non longer access the internet, turn of the computer through the menu or open any programs. Did hard reset. Nothing. So, I call Dell. I am already furious. I get a support rep in another country who I can't understand or hear. I have to keep telling her to move her mouthpiece closer to her mouth, so I can hear her (at least 30x). I am no computer genious, but I swear I know more about computers than her. After she royally jacks things up, 4 lame and meaningless hours later, she says someone will have to cal me back Sunday. Sunday: Got an easier to understand rep from the same country as the first rep. He helps me get to the point of being able to format the hard drive and install xp all over again. REMEMBER- the problems started when I upgraded their "SUPPORT center". Anyway, after about two and a half hours, we finally have the drive formatting and he says he will call me back in one hour to help complete installation of the drivers. Ok I say. Next problem, after formatting, the display reads: Disk not found, blah, blah, blah. He did not call me back in one hour, or even two hours. Now I am mad as hell, waiting for him to call me back. Three hours later, he calls me back - shortly after I sent him an email letting him know just how pissed I am. At this time, he says they are going to start sending me parts to randomly replace. Ok, I have an issue with that. TIME. I don't have anymore of it. So, I asked him to have a supervisor who CAN make a decision call or email me today. No word yet. Does anyone have an advice on how I can get out of this mess without spending another 10 hours of MY time on it? Help, my head is about to blow up. All I want is a new or rebuilt replacement. I order about 10 Dell computers a year, which I am sure they could give a crap about. However, I do know a lot of tech's that order for other companies. If this is not solved quickly and decisively, Dell has a problem on their hands. My next move is a short video on youtube that could land me in trouble. At this point, I don't care. It's the prinicipal of their program starting my problems. Should I just throw it away and forget it after my video?

[incident_man]

You have some options. Before they start playing frankencomputer, call DHell tech support again and ask to speak with an L2 technician. If they refuse, or give you the "I am an L2 technician," bit and don't do better than the last guy, get your case number from them, it'll have 9 digits beginning with the number 1. Next thing would be to fill out an escalation form:

https://support.dell.com/support/topics/global.aspx/support/dellcare/outstanding_issues_tech?c=us&l=en&s=gen

Be sure to give a complete description of what has happened, what each tech that you have spoken with has done, and the outcome of each. This will demonstrate that you have "gone through the motions." If you want to be contacted by phone, be sure to include your telephone number and any alternates in the body of your complaint as well as your preference for phone contact. They may or may not honour this, but it doesn't hurt to ask. Email contact does provide a "paper trail" though.

What this procedure does is it puts you in contact with an escalations technician. These folks generally have superior tech knowledge than do frontline techs and are able to do more to resolve the problem. By submitting the escalations form, you'll be contacted within 48 business hours, and the tech who takes your case will be your point of contact until the problem is fixed, rather than having to contact different people each time.
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Oceania has always been at war with Eastasia.

[paul_dellcc]

Moved.
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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...