Dude, I'm Not Getting a Dell!

Posted Thu November 6, 2008 12:00 pm, by Sherri H. written to Dell Computer Corporation

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My story, for what it's worth.

I have a 3+ year old Dell Inspiron, older model but always been happy with it.

This past April the AC adapter developed a short. I went to the website to order a new one & was a bit surprised to see the one I needed was considerably more than many other models. Upon reading customer reviews, I saw that this particular adapter is far from reliable, but needed it anyway, satisfied that it had a 1 year warranty, should mine be a lemon.

About 2 weeks ago, the 6 month old one began gradually shorting out. Emailed the online support & rec'd a canned answer. Emailed again & rec'd an answer with a phone # to call. After navigating the phone tree then being transferred 4 times, then on hold for 35+ minutes, the "rep" that I informed I just need exchange info from insisted on running me through a series of things to "make sure it's the adapter".

After doing all of this he told me it was wear on the prong where the adaptor connects, from plugging & unplugging the cord too many times, not the adapter. Once I informed him that I never use battery power & always keep the plug firmly in place, he changed his story to the fact that the "green light" on the adaptor was still on so that meant it isn't the adapter because if it weren't making a connection to the computer, the light would go off (keep in mind that the light stays on as long as it's plugged into the WALL... even if I totally remove it from the laptop - so this excuse was just a lie to try to avoid honoring the warranty). Due to the light staying on, according to him, the problem is my motherboard... yet he was unable to then explain why the light would stay on if unplugged... since according to him it should go off when not making a connection to the laptop!

By this time I was frustrated at the time spent on the matter, and he informed me that since he was unable to assist me he was transferring me to his supervisor. After more wait time, the sup comes on & abruptly tells me that since the green light stays on, they aren't going to honor the warranty! He said it would do the same thing with a new cord, despite me telling him that when I spent the $ on the new cord, it worked PERFECTLY - until 2 weeks ago & was now doing the SAME thing as the original cord had. No budge... his reason being "The green light is on". Total time on the phone, mostly on hold to be told the warranty offered as a selling feature was a fraudulent claim: 1 Hour & 52 Minutes.

The really sad part of this whole thing is... my desktop system is a 9 year old Gateway. Other than having to replace the hard drive (which I did myself, after buying the new one for only $60 at Best Buy about 4 years ago), it's been about the most reliable computer system one could ever dream of having. Despite this, it's old & slow so I was within a month of replacing it with a brand new Dell desktop, most likely one of the cool new Hybrid models. If this is what I go through getting a warranty honored on a $65 part... forget the new Dell. So in this depressed economy, you've lost the sale of a whole system over trying to get out of honoring a warranty on a $65 part. Way to go, Dell! Dude... I'm NOT getting a Dell.

You know, I'm not going to make a laundry list of "you should do this or give me that"s. Despite the bad financial times in this country, 4 months ago I obtained the best paying job I've had in my life, and have the extra cash that others no longer have, to buy some nicer "wants", such as a new computer. After all of this over a $65 item, I will not be buying any more expensive items from you. I am one of the most brand loyal customers a company could hope for, as long as they are loyal in return. I guess what I really "want you to do" about this is seriously question your company policies in regards to honoring warranties on defective items BEFORE your company reaches the same pinnacle of failure that others, such as Circuit City, Gateway, Good Guys & so many others have reached. If you ever wisen up in regards to consumer ethics & customer loyalty once again, let me know & maybe we can do business.

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Re: Mr Rollins, Please Read - For What It's Worth by RowdyRetailer Posted Fri November 7, 2008 @ 8:49 AM Too many issues with Laptops, any brand for me to buy one. I have a dell now that I have used for years with no issues. I have always upgraded things along way myself. They are not hard to work on at all. My wife and I just bought each other a new dell for Christmas from Best Buy. Its the new 8GB of Memory with the 1.28 Terabyte Hard Drive. We are hooking this up to the FIOS next week, so it will be sweet! You might want to get your electrical system checked if you are blowing through adapters. If you do not have one already, you need to get a Surge protector that attaches to your circuit box. It catches surges before they enter your house. Those strips you buy at walmart only catch one surge, then they are done. You really dont know that its Dell's fault, you might have issues in your house with a plug arcing. You would never know it until the plug stops working. The arc would travel and cause havoc to what its plugged into.....just a thought! BTW, you state that you are the "most brand loyal customers a company could hope for" but yet you have a Gateway desktop?????? Good Day Reply I Think You're Discounting Other's Porblems With Your Good Luck by Sherri H. Sat November 8, 2008 @ 12:50 AM "I Think You're Discounting Other's Porblems With Your Good Luck" by Venice Sat November 8, 2008 @ 4:23 PM Dell's customer service stinks by Donno Sat November 8, 2008 @ 9:53 AM