- Average user rating:
- My rating: 0 stars
Full user review
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16 out of 20 people found this review helpful
0.5 stars
"iTunes crash, blue screen, black screen, arrogant customer service"
Pros: the on/off button worked
Cons: random frequent failures of software and hardware
Summary: I truly think I was shipped a refurbished system - one that someone had previously sent back - instead of an all-new machine. Another possible explanation is that the ?new? machine I received had been built with components taken out of returned systems. Why? I can?t imagine a new machine having all these problems.
This is the short story.
Hardware and software issues:
-Right out of the box, the Photo 926 printer wouldn't print until I disabled pre-loaded McAfee. Problem returned after each power-up because McAfee turned itself back on.
-Couldn't install Lojack because of conflict with McAfee. McAfee recommended patch, Lojack recommended uninstalling McAfee
-Day two, Blue Screen of Death
-Couldn't download quicktime or iTunes. Install would stop at 99% and hang: error 08x800704C8 among others.
-Four more blue screens in two weeks.
-Trouble connecting to internet service, "no or limited connectivity" (Other computers, same line, no problems)
-Suddenly lost ability to open & save email attachments using explorer
-Downloaded free AVG, but would not let me update the next day.
-Lost ability to download anything without errors or hanging, even with AVG and Windows defender off
- "error # -5"
-An IP address conflict using a cable connection and the wireless card "off", with connection settings for finding address automatically
-Black screen after closing the laptop overnight, no response for several hours, then randomly started working
-block of ~20 emails mysteriously deleted
-Screen displaying ?Disc drive might be corrupted? on start up, but completed disc drive check proved no errors.
-Random ?This page cannot be displayed? for web sites that displayed properly just seconds before
Customer service issues:
-Ordered over the phone while rep and I looked at (supposedly) the same ordering screen. Order shipped without extra printing cartridges, but with extra software and printer cable I didn?t order but was charged for.
-Be prepared to spend 2 hours anytime you call, with 70% of that on hold.
-Be prepared for the ?That?s not our department? shuffle in your attempt to get help.
-Outright lies by ?Customer Care? reps, such as ?No sir, we don?t have a manager for the manager of this department.? ?No person can authorize your request.?
-Promised emails with case number details never arrive.
-Customer Care does call your home phone ? when you?re at work ? to leave a message on your answering machine. When you call back, get voicemail, and ask them to call in the evening, they respond by calling back ? when you?re at work. You call them back and they STILL call back when you?re at work.
-You call the number and extension left on your answering machine. You get THEIR voicemail if you?re lucky enough not to get disconnected or if the mailbox isn't full. You get about 25 seconds to leave a message.
-Emails sent to the ?unresolved customer issues? link go unanswered. Many unanswered emails.
The key to dealing with this? Keep accurate notes of dates, times, conversations, the names of the Dell employees (which are fake ?business? names anyway), their Dell employee numbers, phone calls even if you only leave a message, the times you reached a rep and the times you were place on hold, screen shots of computer errors, and screen shots or copies of all emails sent. Request that they begin recording the conversation for customer service monitoring purposes. Be polite, never raise your voice, insist but don?t demand, be clear in what you want and state that you expect customer service to help you. Don?t hang up, ask for a transfer to a higher person who has the authority to grant your expectation.
I finally got out from under this mess by insisting on a refund on the machine. The rep was reluctant and resistive. When he asked if there anything else he could do, I asked if he would enter into the case record the problems with my machine. He said ok.
For the next hour, I calmly dictated from my notes while he typed the long story of every detail of every problem I had with this machine, including times and dates and quotes from Dell employees. Then I asked him to read it all back to make sure he had actually typed it instead of just saying ?Yes, yes?. Then I had him correct the errors he made in typing because of the language difference. Then I asked for the case number, and a full refund.
When I insisted on a refund, and the rep said he could not authorize that. I stated that was not acceptable, that I expected him to put me in contact with the person who could authorize that, and I would remain on hold as long as necessary to reach that person.
After another thirty minutes on hold, another representative spoke to me and said I would receive an email for shipping label for return of the system for a full refund. She said normally the email would take 10 ? 15 minutes to arrive, but could take up to 24 hours. I asked if she would mind staying on the line until it showed up in my email. I asked questions about the return process and wrote down her answers while I waited. The email arrived within 10 minutes. I also asked for and received the rep?s email address and employee number for future contact.
The laptop is going back. And to make sure I get the refund, I called my credit card company and put the amount of the laptop in dispute until Dell delivers on its promise to reverse the charges.
- 4 replies to this review
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Good for you! To go through all headaches with Dell's horrible customer service. I had a like experience with a display I purchased as a replacement for my daughter's 1525. After receiving it, and then deciding that the costs were prohibitive to repair, I tried to send it back within the 30 days stated on their policy. Firstly, I was told that it wasn't within the 30 day period (of when the order was placed) to which theI reiterated the policy details (30 days from when it is received). After that didn't worjk, the arrogant agent told me that it could not be returned because it was a refurbished product, which was a complete lie as when I ordered the part, I asked for a refurbished part to keep repair costs down - and was told that they only had a new part!!! I truly believe that Dell trains these customer service people to find any thing to avoid taking returns or giving credit. Dell's product I have no issue with, but their atrocious service has lost an until then happy customer.
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I have almost the exact same story. People have been telling me its something i did. But from the time i got it all i was trying to do was use it. within a week i was on the phone with a costomer service rep. and all they said to me was "well thats a problem. you should try to fix it"
the person that replied saying youre incompetent should buy this computer and deal with dell themselves. -
If you can't even fix a software problem
what makes you think its the laptop's problem and not the big scam in front of it? (you) -
I myself was also a victim of Dell's ridiculous customer service. I bought an Inspiron 9300 a couple years ago despite the many warnings I'd received about Dell's. I was told that their customer service was horrendous, so I figured I might as well take my chances and go without the extended warranty. BIG MISTAKE! After only a few months screen res, battery, and adapter problems began popping up and I've reformatted my HD three times. The laptop is currently out of commission with IT people telling me my HD is probably either shot or corrupt. If you ever by a Dell, do yourself a favor and spring for the four-year "Oops, I spilled my soda on my laptop. Send me a new one," warranty.
THE BOTTOM LINE: The only reason that Dell is still in business is because they sell very hi-spec/powerful systems for a pretty good price. The only problem is that most of these new computers seem to be either refurbished or put together from old parts. That's why they're so inexpensive. Dell will continue to provide crappy customer service as long as people are still paying them to do so. If people stop buying from Dell, two things will happen:
1. They will probably spend a little more money on a computer and a little peace of mind.
2. Dell will lose money and be forced to either make changes or go under. In free enterprise the consumers are supposed to have the power. Dell's service is unacceptable, and we can put an end to it if we stop paying them to put us on hold and transfer us to people who can't help us.
Buy from a brick and mortar store that will actually back up their warranty or take your chances and hope that you don't get unlucky. Ultimately a purchase from Dell is a roll of the dice.
-DX
