Dell complaints

Rocke_T_Sinetist · Posted: Mon Jun 30, 2008 12:20 am Post subject:

I've got my sense of humor too. That's about all, since Dell sent my 40-yr career to China, to get halfass work done for $3 an hour instead of the $40 they were paying me, and 5000 others, to supply a quality product, up until early 2001.

As they say, so be it Jedi.
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Rocke T Sinetist
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Commendatore · Hates with a Vengance Joined: 10 Jun 2008 Posts: 80

kimberlemae · Posted: Mon Jun 30, 2008 1:43 pm Post subject:

I have received another call; this time from a "William" on behalf of Dell Corporate Office, and surprise, he is in India. We had the same discussion as all the others - telling me it's a coincidence I have two laptops with the same problem, and my favorite - we sell millions of computers, just because a few hundred have a problem, doesn't mean it's our problem to fix. I mentioned something about the whole exploding battery thing not being their problem either, until they were forced to have to admit it, and take the steps required to recall the batteries etc. That shut him up for a minute.

I started quoting things I have read here - like, the min expected age a computer should last, based on technological standards is 5 years, and threw in some lemon law and lawsuit words. I am sure I didn't quote anything correctly, but it seemed enough, that he is going to get with the internal something or another department, and call me back.

Just a side note too, I emailed some forum liaison with the the dell forum site, and detailed my issue. He responded, and included his managers email in his signature. So I cc'd her my response to him which also included my original complaint, and I got an out of office reply, with her cell number attached as well as two other people to contact if I needed immediate help. That info may come in handy at some point! Especially the cell phone number Very Happy

Rocke_T_Sinetist · Posted: Mon Jun 30, 2008 2:32 pm Post subject:

It might not seem like it now, but you're making progress. Like I said before, Dell promises to call warranty customers back and never does. So you must have an issue they're sensitive to, they just don't want to give away exactly what it is.

It may be the Texas Fraudulent Business Practices act. I've seen businesses get very responsive when that comes into question. And two identical failures just past warranty might just qualify. It's really pretty broad, especially considering that Texas law strongly favors corporations.
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Commendatore · Hates with a Vengance Joined: 10 Jun 2008 Posts: 80

Good for you kimberlemae you got the show on the road! You're going to drive those people at Dell so crazy they're going to give you what you want eventually just to get rid of you.

kimberlemae · Posted: Tue Jul 01, 2008 7:53 pm Post subject:

Holy Shit Batman

I just received this email.

Rocke_T_Sinetist · Posted: Tue Jul 01, 2008 8:08 pm Post subject:

Two words: Stone. Walling. Dell does that to people within warranty too.

If you read the service code off the label, it cannot POSSIBLY be invalid. Dell's records are invalid, when it's convenient to THEM for them to be.

I don't know the way around that, other than asserting "I'm sitting here reading it off the sticker on the machine I own, if it's invalid that's YOUR fault not mine."
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Rocke T Sinetist
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kimberlemae · Posted: Tue Jul 01, 2008 8:15 pm Post subject:

The only thing I can think of, is that I typed it worng. I can't tell until I get home and look at it. But they have, he said anyway, issued a "used replacement" on the other one. Is this a bad thing? Or should I either demand a new motherboard, or new system altogether. That one is out of warranty 6 months.

The one they can't find is the one just out of warranty by 2 weeks when it died.

Commendatore · Hates with a Vengance Joined: 10 Jun 2008 Posts: 80

Rocke_T_Sinetist · Posted: Tue Jul 01, 2008 8:57 pm Post subject:

They are being VERY conciliatory offering you ANYTHING besides a $39.95 consultation, which would most likely advise you to reinstall Windows, on a system that won't turn on.

Most people past warranty, they just hang up on. If you get one working system out of the deal, consider yourself quite fortunate.

They're lying about the invalid thing, to get you to go away at the minimum cost and leave them alone even though they know you have a legal issue. If you didn't have a legal issue, they wouldn't be talking with you at all.

If you can get another working system out of them for a $50 attorney fee for sending them a registered letter, it would be worth it. Myself, I feel the less aggravation you expend upon Dell, the better for you. But that's a personal decision.
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Rocke T Sinetist
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kimberlemae · Posted: Wed Jul 02, 2008 12:06 am Post subject:

Commendatore · Hates with a Vengance Joined: 10 Jun 2008 Posts: 80

Do keep us posted.

FallenAngel · Super Hater Joined: 21 Feb 2006 Posts: 1493

You'll be getting a refurb system exchange because your system is not new by any means, so there's no reason to replace with a new system.

Just about the ONLY way you'd ever get a new replacement is if this happened within the first 21 days and even then it's a stretch.

No one can expect "new" for a "used" piece of equipment. Regardless of the stance "it was new when I bought it". Doesn't matter, it ain't new anymore. Try to return your "new" car back to the lot after a few months and watch how fast they laugh you off the lot when you want a new one in return. Different industries, same concept.

Also, their policy is to replace with "like or better" but as mentioned, this doesn't always happen so be SURE to request the full specs of any replacement system and compare it to what you have now. If something seems out of place or not quite right, make sure you point it out before accepting it.

kimberlemae · Posted: Wed Jul 02, 2008 6:32 pm Post subject:

Here is where it stands as of now

This email was this morning, after straightening out the tag number confusion and my inquiry re the components.

Rocke_T_Sinetist · Posted: Wed Jul 02, 2008 8:04 pm Post subject:

Dell has been known to make promises they don't keep, so caution on declaring victory.

But you've fared better than anyone would have expected if you end up with 2 working systems in place of 2 broken ones out of warranty.

'Course, Dell will just put new motherboards in yours and ship them to someone else, and charge the vendor for the parts, so why they put up all the pretense is rather beyond reason.

Did you know harddrive vendors warrant their products for 5 years, but Dell just absorbs that and once they've shipped them to you they're only warranted for a year? That not only typifies Dell's chicanery, it defines it.
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