Dell Support Nightmare!

Dell Support Nightmare,

I guess I should say that Dell support Did try and fix this computer
over that last 5+ months. The problem was when they couldnt fix it,
thats when they kicked me to the side and hoped I would go away! I
didnt. EVERYTHING but the CPU, and Power supply, where
replaced.......and it still didnt work! Corporate has agreed to an
RMA! So I get my money back. BUT I would have rather had a new
computer...thats what I payed for in the first place. Once they
couldnt fix the computer....they should have sent me a new one! NOT
offer me a refurbished computer! As for the 100.00 they
promised....I'm not going to hold my breath. I used to recommend Dell
100's of times a year ( I'm in computer repair ) but not now!
The problem now is I still have 2 more Dell computers in the
house...yes they both work.

It may cost more to buy elsewhere, but you'll be happier. Just think,
you'll always look back on this horrible experience and say "wow, I'm
glad I don't buy from that company anymore." This IS a shame - I
bought 6-7 Dell computers a year for a small company I worked for in
the mid 90's. It was a great compnay and product then. Now they both
suck.

We placed Dell on our company's vendor blacklist for two issues...
1) Sending out PC with KNOWN bad components, such as a DVD Burner with
a know bad firmware issue that made the drive unless. We found posts
on dells support forum MONTHS before our order.
2) Indian Tech Support. Companies that use Indian tech support never
provide good service. It always takes HOURS on the phone, and problems
are still not resolved.

I've had no problems, luckily, with dell service myself. I had two of
their tower systems and now have a notebook. I never had an issue with
their customer service on 4 or 5 problems with their products. I did
have to ship a desktop for repair and was pleased with the results.
I'm surprised you've had such an ordeal.
Not placing blame or inflaming the issue, After I order and wait, I'm
so enthralled and curious that I usually open and boot up my systems
as soon as they arrive because I want to make sure it works. I did
that with my second tower while waiting for my new computer desk to
arrive. I did everything the rep told me to and it wouldn't even boot
in safe mode. Not knowing what they wanted me to do next, that's when
I returned the tower for repair and got it back.
I don't recall how long one has to return/exchange for new...this
tower was about five years ago. But 15 days sounds about right. At any
rate, I hope they are willing to help you out, but I doubt they'll
send an upgraded system.

Dell must do something about this. I also was promised checks would
be sent to me to compensate me for all the time I spent trying to
track down a rebate. The problem stretched across months, and >10
hours of agony on the phone.

No check *ever* arrived. Promises to call me and verify I had
received the checks were never made. I have never seen a report where
they have sent *anyone* a check. I have seen other complaints of
checks not received.

The only way I got satisfation was to post complaints on several
websites (which I don't like doing) at the same time. Frankly, I
don't believe PFB complaints are responded to by Dell. Finally a Dell
mediator contacted me and followed through on crediting my account the
amount of the owed rebate.

In your case, I believe what they offered is the what you can
realistically hope for at this point (as far as the computer). Go for
a working version of what you bought, and never buy Dell again.
Separately I would complain loudly and often are try to get a Dell rep
on your side to get your credit. You have to weigh this against how
much time you put in.

They offer you $100 after 20 hours on the phone. 1st, that's only
$5/hr. 2nd, you haven't even gotten it! Good luck.

Might the problem be with the monitor and not the processor?

When we had a problem with our computer, we called the teen next door.
He fiddled around with it for about 45 minutes and asked if we had an
old monitor around. He plugged it in, and voila! (We called the teen
instead of tech support because it was nearly 9 p.m. on a school
night. It's easier to send him home and get him back the next day
than to run through the whole rigamorole with tech support more than
once.)

It could also be the video card. The neighbor kid tried a spare of
his, too, before determining that it wasn't the video card.

It can be hard to deal with tech support, but remember that it's a lot
easier to fiddle around with something that's in front of you than to
try to diagnose over the phone. And even as carefully as you think
you're following all the instructions, it can be really hard to do
everything you're told. Yes, that's what they're paid to do. But that
doesn't make them perfect.

My Mother-In-Law had a very similar problem with a laptop she ordered
through them a couple of years ago. She went round and round with
them as well, until finally they sent her a new computer. Hopefully
your letter gets through and someone replaces your computer!

Can I ask why you purchased it back in Oct. 06 and just now set it up
when you know you can only return it within 15 days of purchase? At my
store its only 14 days.... but I HATE Dell computers.

Not sure about american support, everybody that I am dealing with on a
VERY similar issue are from India so far.

I have never had that much trouble with Dell customer service before.
We have three dell desktops and one laptop with various ages.

We've had a few problems over the years but they have always been
solved quickly and with good customer service.

I hope they come through for you--sounds like they really dropped the
ball on this case! Best of luck.

Wow, that's bad. I don't see the need to reinstall your operating
system four or five times especially. They recently stopped
outsourcing their support to India and brought it back here, to
Arizona. I don't see why they wouldn't just send you a new computer
(the right one)? Good luck to you.