Has Anyone Had Problems With Dell PC'S?

Aisslinn

Greetings All,

This is a general query regarding Dell PC's and their customer service. I purchased a new Dimension 5000 from them 4 months ago and within the first two weeks had two major problems. At that point I simply wanted to return the unit and made all inquiries to do so. I was contacted repeatedly by them, asking me not to do so, that they would fix this, do that, etc. I agreed to keep the pc if they fixed the problem and extended my warranty to a 3 year onsite one, as two major problems in a matter of weeks suggested that there would be more. They agreed to this and it was supposedly noted.

As it happens I was yet another problem has occurred. Now that my 30 return policy has passed they are claiming never to have made this arrangement with me. They refuse to help and are pulling the I don't have a supervisor routine. Even the tech that came out said that he noted that my warranty had been upgraded to business next day. So it isn't a misunderstanding, and they are being incredibly rude and dismissive.

I wondered if anyone else had similar issues with Dell? If so were they able to resolve them, etc.

Many thanks

fletch

Did you get any documentation stating that they were increasing your warranty to 3 years?
I've always found them very helpful.

JohnnyMobile

howdy,

I used to work for them 4 or so years ago in their tech support department , for my sins.

To be honest your story is nothing new and it goes on all the time. It still frustrates me the whole "there are no supervisors available"

If it were me in your position I would call in and ask for a manager. If they tell you there are none available leave your number and ask for a call within 4 hours and ask for their managers name also ask them to email a reminder to their manager and copy you in on it and give them your mail address.

If you have not had a call within 4 hours call back at 5pm. Demand to speak to a manager. If they advise there are none available tell them you will wait on the line until there is someone available, they will get you a manager.

There will be a record of the last time your machine encountered problems on their system. This is where it will be logged that you had an upgrade to your warranty. If this is in dispute tell them you want a copy of all documentation held under your name as your entitled to it under the freedom of information act. They were always very concerned about that in Dell as the records cannot be wiped once they are entered onto the system (well not normally).

If you get nowhere with the manager ask for the official complaints process which will involve you writing a letter. DO NOT be put off by this. The letters are treated extremely seriously and do not fall into a hole when you send them.

Also make sure you note the full name and team of everyone you talk to.

This may sound extreme but to be honest thats what it takes sometimes to get a good outcome.

JohnnyMobile

fletch wrote:

Did you get any documentation stating that they were increasing your warranty to 3 years?
I've always found them very helpful.

just so I dont sound like a grumpy oul animal I have found them extremely helpfull myself most of the time and I wouldnt buy a laptop off anyone else.

Aisslinn

The first contact was always friendly, but the customer contact team, call you back, and won't give you their number. I was promised the paperwork would be sent and when I called to query that I was told it was on their system, etc.

It was when I requested a return that Dell proceeded to contact me, even making contact by mobile, so how can you keep accurate records that way? I must have spent a good hour going back and forth trying to get return authorization, with this manager promising me an upgrade, but as I'm disabled and work from home, my biggest concern was that I couldn't afford to be without my computer for a week while it was repaired. At that point I was offered the extended warranty, that included on site repair. Now they are saying this was not the case and I am basically stuck with the problem.

I wish I had gone with my instinct and returned it!

JohnnyMobile

Aisslinn wrote:

The first contact was always friendly, but the customer contact team, call you back, and won't give you their number. I was promised the paperwork would be sent and when I called to query that I was told it was on their system, etc.

It was when I requested a return that Dell proceeded to contact me, even making contact by mobile, so how can you keep accurate records that way? I must have spent a good hour going back and forth trying to get return authorization, with this manager promising me an upgrade, but as I'm disabled and work from home, my biggest concern was that I couldn't afford to be without my computer for a week while it was repaired. At that point I was offered the extended warranty, that included on site repair. Now they are saying this was not the case and I am basically stuck with the problem.

I wish I had gone with my instinct and returned it!

Has it already been repaired onsite in the past?

Aisslinn

Thank you kindly... those are the measures I am in the process of taking but thanks for all the extra info, I am sure that will be a great source of help and I very much appreciate your reply.

For the record intial tech support are very friendly, very polite, etc. When contacted about my return request by customer service I was told they would replace the entire unit, this, that and the other, that Dell was about customer satisfaction. I was impressed and they won my trust and confidence by the offering to extend and upgrade my warranty.

I am shocked and disappointed that the person that handled my claim, going so far as to call me on his mobile, etc, is denying this He claims he is the last point of contact for me and he made the desicion not to extend it after all. He point blank just told me I could give you this but your case no longer warrants it.

Still..... many,many thanks for your help and suggestions. Maybe he is having a bad day or perhaps he made a mistake, I'll continue to pursue it properly and professionally and see what happens. Is nice to know I have some options : )

Aisslinn

JohnnyMobile wrote:

Has it already been repaired onsite in the past?

Yes, in fact twice... this would be the third time. The tech that came out was very helpful and mentioned that he thought my monitor was not working properly and told me to put in for a repair call and he would know exactly what to bring, with him. However, the monitor was fine after a bit of tweaking. It's my hard drive I fear, the tech on the phone, again very helpful, heard it and said... turn it off and keep it off, it's not right.

Again... very friendly and supportive. I need to track down the the precise department that originally contacted me when I requested a return to start with. I have his name and you have given me some fab advice. I suppose it's his department's goal to prevent returns, where it went wrong I don't know, but he was down right insulting, which I don't think is a fair assessment of Dell... thus my query if other's had any similar problems.

Feeling a bit more hopeful... cheers : )