Dell complaints

khile · conscientious beginner Joined: 03 Jul 2008 Posts: 2

on the 18th of june i sent my xps 420 away for repair and since then i have been fobbed off with excuses such as

your computers been dispatched
Where waiting on a part
Where unable to check with that department

i have spent hours on the phone to them and keep getting different excuses for example on the 2nd of july i was told it had been dispatched and to expect it on 3rd so on the 3rd i called dell just to check, and was told the system is still undergoing testing that was happening 5 days ago, what is the best procedure, i have tried escalating with a manager at the call centre, but i don't think they care.

need some help

Rocke_T_Sinetist · Posted: Thu Jul 03, 2008 10:46 am Post subject:

I take it this is a laptop. Now that the names changed, XPS and Inspiron can be anything.

Dell contracts laptop repairs to Solectron, which is about as reputable as Dell is. Dell doesn't really know what goes on inside Solectron. Neither, for that matter, does Solectron.

At the very bottom of the Dell support website, in very small font, is a link for "unresolved issues", which is like online escalation. You might try that.
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Rocke T Sinetist
as in, 'it doesn't take a...'

khile · conscientious beginner Joined: 03 Jul 2008 Posts: 2

no its a desktop its an xps 420

Rocke_T_Sinetist · Posted: Thu Jul 03, 2008 11:33 am Post subject:

Sorry then, I don't know the procedure by which Dell recalls desktops for repair, I didn't know there was one. Shipping a desktop around the country is rather expensive.

They either test it on the phone then send someone to your house to replace parts--if you paid for in-home warranty--or they send you the parts to put in yourself.

XPS is handled somewhat differently than standard desktops, but exactly what the difference is, I don't know.

There is still the 'unresolved issues' link on the support pages.
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Rocke T Sinetist
as in, 'it doesn't take a...'

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

Try complaining at Dell Unresolved Customer Service Issues:
https://support.dell.com/support/topics/global.aspx/support/dellcare/outstanding_issues_care?c=us&l=en&s=gen&redirect=1

You'll be sure to get a response from somebody in so called Dell Corporate.

With XPS (Dell's flagship) you're suposed to get immediate service and next day shipping.

TedMichaelMorgan · Posted: Mon Jul 21, 2008 9:33 pm Post subject: You are serious?

You mean that Dell actually has a department that repairs computers?
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Ted Michael Morgan

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

lta · Posted: Wed Aug 06, 2008 11:21 pm Post subject:

Ranter · Posted: Wed Aug 13, 2008 6:46 am Post subject: