Why Doesn't Dell Care About its Customers?

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
wasn't the adapter because if it wasn'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".

Ok, this is bad, but at this point I was so frustrated & convinced
they were just trying to get out of honoring the warranty (or get me
to buy a new laptop) that I said "Oh, wow! Look at that! What a
coincidence - the green light just went off on it's own! Since the
green light is off, how do I get my new cord?". He said "It just went
off?" and I replied "You said as long as it was on it was my computer.
Now that it's off it's the adapter. Are you calling me a liar?" and
his response was a pissy "Ok! You'll get your cord. Good bye!". Well I
guess he expected ME to hang up, but I didn't and after a few seconds
(I guess THEY aren't allowed to hang up on CUSTOMERS) he asked "Are
you still there?". LOL! He then asked all my shipping info & gave me a
"dispatch" number.

So... too soon to tell if it will actually arrive =) but after jerking
me around & making me be on the phone for what ended up being 1 hour &
52 minutes, only to try to weasel out of honoring a warranty, I
decided to play their game & hopefully it will arrive.

And 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 2 months of replacing it with a brand new Dell desktop, maybe
even one of those cool Hybrid models they have. If this is what I go
through getting a warranty honored on a $65 part... forget the new
computer. So in this depressed economy, they lost the sale of a whole
system over trying to get out of honoring a warranty. Way to go, Dell!
Dude... I'm NOT getting a Dell.

WOW this is really a little beyond most of the other horrer stories i
have heard about this company. I am really surprised though that they
were able to get a "tech" out to you that quickly though. If the
computer didn't work correctly out of the box the first thing I would
have done is called Dell and told them I want to exchange it for
another one.
Dealing with any manufacturer warranty for computers is a pain in the
rear. Especially when atleat 90% of problems is caused not by
hardware. (ie my computer is slow and crashes alot probably means
virus) did they tell you what is wrong with the unit at all.
usually under warranty they normally don't easily offer a different
unit, usually repaired either on the spot or is shipped repair return.
Sadly the only thing that I can think of doing in this spot is calling
their care line and see if they have any specs on what the replacement
computer should have. When they get refurbished oones since there is
alot the tech just might not know. I would pull out the warranty
information and go over it with a fine tooth comb to see what exactly
it covers and what all entails.
sadly it seems from that conversation they really wont budge on
anything. I would either push for the repair and return so you can be
gaurantted same specs or just to get the specs on what that
replacement would be. Yes I know you paid for a new one but that was
4 months ago and is no onger new. If you had argued the problems when
you got it you might have been able to get a new one but being out of
the 30 days buyers remorse they won't get you a new machine at all.
In regaurds to the previous poster when it comes to the software that
truely is your responsibilty and liability. No matter what you put on
the machine that is not anything Dell did and/or can controll at all.
If that is software you installed you should have installation media
(CD/DVD) or a product key to be able to reinstall the software. But
that is out of Dells (any computer manufacturers hands) responisbility
since they are not the ones installing or including the software.
Especially if it is high price software you should have these things
and will be able to reinstall yourself. But not somthing that Dell
can be held liable for. If you don't that is between you and the place
of purchase on that software. If Dell where to install Adobe Creative
Suite 3 Master Collection (software i use almost daily) that is
atleast 2,000$ and if I didn't purchase it i wouldn't have the key or
media that is 2,000 in pirated software alone then but since not from
dell not their responsibilty.
As far as transfering that software, without you having those keys to
reinstall yourself with the media almost impossible, since most of
todays software makes changes to computers registry won't work by
simply copying the files from one computer to the other. Just no way
possible.
What I would do knowing my hatred to Dell with my inspiron 9100
desktop I would take the replacement computer with warranty and all
and ebay it. Include your extended warranty will add value to the
sale and purchase an HP. just came out with dv5t model and are great
machine. have 5 of thier laptops of all different models and are
fantastic machines. Best of luck

But, isn't what you really want to have the computer you paid for? I
don't see what use you would have for a coupon or a rebate if you
don't have the computer fixed to your satisfaction. There really
isn't going to be anything esle that satisfies you, is there?

Dell doesn't care about its customers, from my experience. Period,
end of story. Once my order was placed, I weas treated like crap (3
days later). I will never again pay them .01 for anything.

Your warranty may cover exactly what they offered - a refurbished
computer (color not guaranteed) and no transfer of software. That
sounds familiar, as others have reported receiving refurbished units.
Software to Dell is like a necessary evil. They only cover their
hardware and act as though software is something optional that is
completely on you.

The bottom line is this company sucks (no offense intended to other
owners of this brand). I would take the refurbished laptop, run, and
buy any other brand next time. Do you not have CDs for the software?