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.
