I am a home/personal use customer. I do not own a business nor do not have a business account with Dell. However, I have made nine computer purchases from Dell since December 1999, a sum of money that I most certainly could use in my own pocket rather than in Mr. Dell's. My association with Dell is over and I will no longer be buying Dell computers. The reason is simple: I happen to own a computer with a flaw that Dell is very much aware of. Yet, because I am ninety days over Dell's three year free replacement policy, I am out of luck.
I purchased a Dell Inspiron 9300 (17 inch laptop) in December 2005. The other day (Saturday March 7, 2009) I was using it and all of a sudden a thin purple line appeared on the screen that runs vertically from top to bottom about 2.5 inches from the right side of the screen. I am very careful with this computer. It has never been dropped and nothing has ever spilled in it.
After very little research, I found the following information from a Dell site: On some 17 inch LCD displays shipped with Dell Inspiron 9200, 9300 and Dell XPS Gen 2 notebooks, a one pixel wide vertical line may develop across the LCD screen over time. Systems that may be affected by this issue shipped from Nov. 2004 through Oct 2006. My system was shipped on December 5, 2005.
The article referenced above reads: Potential Vertical Line on Certain 17 inch Notebook Displays - Update: January 16, 2008 **, a Technical Analyst from our Dell Customer Advocate team recently published a post that discusses other potential causes of vertical lines on notebook displays. Earlier this year, members of our Customer Advocate Team posted a message that still resides front and center on a site called dellverticaline.com.. That note says we were aware of some user complaints about certain notebook displays. Since then, the Customer Advocate team has coordinated with other Dell groups to help figure out what was happening with some 17" notebook displays.
Here's what they found: on some 17 inch LCD displays shipped with Dell Inspiron 9200, 9300 and Dell XPS Gen 2 notebooks, a one pixel wide vertical line may develop across the LCD screen over time. Systems that may be affected by this issue shipped from Nov. 2004 through Oct 2006. Here's what we're doing: for affected systems, Dell is offering to replace any LCD that develops a vertical line within three years of purchase, at no charge for parts and labor. Also, Dell will offer refunds to customers who paid Dell to replace defective LCDs with this issue.
Dell values our customers, and we apologize for any inconvenience this may have caused.
This potential issue applies to Inspiron 9200, 9300 and XPS Gen 2 models only; Only these three systems shipped from Nov. 2004 to October 2006 are potentially affected. Not all systems are affected. U.S. customers who are experiencing this issue, or who have paid to replace an LCD for this issue can call 1-800-624-9896.
As you can read, Dell clearly acknowledges this problem. The bad news, however, is that my computer was 3 months and 4 days out of this policy replacement/grace period. Further, as you may have guessed, Dell will do nothing on my behalf. I brought up the fact that I have purchased nine systems Dell since Christmas 1999, but Dell will have none of it. They said, "If it was thirty days I could help you. But no one at Dell will touch it after 90 days." I even tried talking to a manager. Basically, I am out of luck.
In closing, I will soon buy another laptop to replace my flawed Dell Inspiron 9300. Needless to say, however, it will not be a Dell computer.
I purchased a 42" Sharp Aquos LCD TV online from Dell. Everything was fine until the TV was damaged upon arrival. The screen was cracked and the box was chewed up on the front side. I first called the carrier and advised them to document that the shipment has freight damage. I then called India (customer service) and was advised to repackage the box and leave it on my front porch the next morning and they will arrange for UPS to pick it up. He specifically stated to write the Return# on the box in which I did.
The next day UPS left a note on the door stating they attempted to pick up the package three times with no success. It turns out this damaged worthless TV was stolen. I filed a police report and was given a case#. Now Dell did not tell me anything about keeping it secure until UPS picks it up. They clearly stated leave it on the porch with the return# and that is it. If the recorded calls can be pulled from the company, the proof is there.
I was a little leery of this because of the type of product it is. Although, with it being all destroyed looking I decided to leave it out there. We live in one of the safest subdivisions in probably the entire US. We have eight police officers that live on our street. One is our next door neighbor who keeps his marked patrol car parked in the street in between our houses.
I called Dell and advised them of the situation. This Indian crew they have for customer service representing their company is a sick joke to the consumer. I had to explain myself to three different representative who all stated they cannot help me. 30 minutes later I was fuming and wanted a manager.
I was given the privilege to speak with the so-called manager named **. She refused to give me her last name or extension. She was quite rude and interrupted my several times. I literally had to demand that she stops with the interruptions. Very rude person. She kept saying it's company policy that without the TV I will get no credit whatsoever. I advised her the freight carrier and Dell has on file that the product was severely damaged. It was like talking to a robot with poor English.
I asked her how she feels about charging a loyal customer full price for a TV that their carrier destroyed. Again, she stated "no TV, no Credit at all." I've spent over $3,000 with Dell in the last 3 years and this is how I get treated! I asked her to to look outside the box and have their policy modified in this circumstance and do the right thing for the customer. Nope, again, No TV, No Credit. I offered the Police Report and she stated "we will not call the police". What? I didn't ask her to call the police.
I asked for a senior level manager who would have the authority to make this decision and she refused. I asked for an American Manager and no luck. The fact that Dell is charging me the full amount for a TV they have on record and the carrier has on record of being damaged before I even opened it makes me sick. They are the most defensive group of customer service representative I've ever dealt with. It's crazy how rude they are! It's sad to say that I will never do business with Dell again.
I plan on posting this story on every possible complaint site there is. I will also be mailing numerous letters to Dell until I see some type of resolution. Their customer service is by far the worst experience I've ever encountered with any company. Dell, please get your act together and abort India and open a call center in the US. If anyone thinks I might have further action to take, please post a complaint and let me know. I am out over a $1,000 and lost 3 hours of my time on the phone. In the meantime Dell is sitting fat with my money and knowing they made their $1,000 unethically. Way to go Dell!
LOGANVILLE, GEORGIA -- On 11/28/2008, I ordered an Xbox 360 Elite Package and Sharp 46" LCD TV from Dell's website. The items were shipped via two different carriers (UPS and Ceva Logistics). The Xbox360 was delivered without incident. However, I began tracking the 46" LCD TV online and noticed some tracking errors. It showed that on 12/5/2008, My TV had been shipped to NY State even though it should be coming to my house in Georgia. I contacted Ceva Logistics and they assured me this was a computer error. They called me back a little later and told me my TV was in Atlanta and set up an appointment for delivery for today's date, 12/5/2008.
On 12/5/2008, the delivery driver finally arrived two hours after he had told me he was thirty minutes away via phone. When he arrived, he begins to remove a 42" LCD TV that was addressed to someone in New York. I told him that it wasn't addressed to me and wasn't the right TV. He assured me it was the right TV and tried to get me to take it. I refused delivery and told him it wasn't my TV. He then said he'd call his dispatcher and let them know I refused delivery. He also told me to call Dell and notify them immediately.
I contacted Dell customer service via telephone. I told them that the wrong TV had been shipped to me and I refused delivery of it. They replied that my order was not due to be delivered to me until 12/8/2008 and to call back then. I again explained that the wrong TV was sent to me and it needed to be looked into before my TV got delivered to someone else. He again told me my order would not be delivered until 12/8/2008 and to call back again.
At this point, frustrated, I asked to speak to a supervisor. He replied by asking me, "Why would you like to speak to a supervisor?" I responded, "I'm not satisfied with what you've told me." He replied, "He will be looking at the same screen and will tell you the same thing I do." I told him that "I didn't care what I would be told, I just wanted to speak to the supervisor".
We went through this routine about five more times until I lost my cool and started yelling for a supervisor. Finally, he told me if I continued to yell that he'd hang up on me. I again yelled that I wanted a supervisor and that it was not difficult to understand. He finally told me that HE would talk to his supervisor and get back on the phone with me. He left me on hold and never came back.
I would think with LCD TVs costing several hundred, if not thousands, of dollars, it would be in Dell's best interest to intercept errant packages before being improperly delivered. However, this person at their outsourced customer no-service location couldn't care less. Nor did he care about satisfying a customer merely by allowing him to talk to a supervisor.
I am now out a day's pay at work because I took off to await the arrival of my TV. In addition, I don't believe Ceva Logistics has any idea of where *MY* TV might be. Therefore, if they do find my TV, I might be out another day of work to sign for it. Or worst case, I might have to go through the nightmare of trying to obtain a refund for a TV that someone else was delivered. This customer service issue has been horrible.
CUMBERLAND, MARYLAND -- Back in June '08 I purchased a computer from Dell, paid for it in full. Then I purchased a monitor and paid for it in full as well. It was after that I started being harassed by Dell Financial Services. I would get calls from India where I could not understand what they were saying. I kept trying to tell them that I did not owe them any money. However, it was a runaround. Then I spoke to a guy named "**" who said I had been charged for a camera and new warranty (already paid for 4 yrs. warranty did not need more) he advised he would take care of it.
That was not the end of it. Now it is Feb.'09 and I am still being called 7 days a wk. many times a day. Finally they in 2 different months removed the balance they tried to get me to pay for only now they want me to pay $84.97 in interest on a balance I did not owe in the first place.
How do you get rid of these people and why are they still in business? I have been on the phone for hours with these people from India with no help. If I did not owe the balance of over $600. they claimed I owed and took it off why would they think I would pay interest on this. I pity anyone that ever goes to Dell to purchase a computer. I had the same problem with Gateway, that is why I went to Dell but the next time I will be going to a store in my hometown to purchase as you cannot trust Dell or Gateway.
ROUND ROCK, TEXAS -- I purchased a Dell monitor (the 3007wfp-hc) over a month ago. First it was shipped with the wrong cords. I will admit they corrected this problem quickly. Then the monitor did not work. The first time with customer service (in India) we got transferred so many times the battery in the phone died (over 1.75 hrs) Several days later we finally got through and the tech had us run a number of tests and claimed the problem was with the computer. Again India and I could only understand 60% of his directions.
My son then tested the computer on the TV. It worked fine. The output was fine and the cord was fine. I then hired a computer expert to come to my house and find the problem. He ran all the tests from their website for installing the screen and it still did not work. He then installed another Dell monitor on the computer and it worked fine. By now I have about 10 hrs of my time and $165.00 in service charges to trouble shoot what should have been done at the factory.
Today, I have spent over 4 hours trying to make a return and still gotten nowhere. All the 800 #s route you to India, Dell sticks you onto the longest automated phone system I have ever been stuck on. Even when you call the headquarters in Texas, USA you just get routed to India or South America. The one time I did get an American she couldn't give me a contact number in the USA and when she transferred me guess what? Right back to India and the loop with people who are very difficult to understand.
All I managed was someone should get back to me in 48 hrs. No, I am sorry for shipping a broken product or how can we correct this. No I am sorry you haven't been able to use your computer for over a month. Dell has a complete disrespect for the value of one's time and couldn't care less about their customers. I wanted the monitor replaced at first; now I am so disgusted I never want to own another Dell product.
CHARLOTTE, NORTH CAROLINA -- I bought a 17 LCD Dell Tv for my husband in May 2005. It was a flat panel TV with a beautiful picture. I got it for $499.00 plus tax & shipping because I was a special customer and it was normally $699. In May 2006 the picture stopped working. Just a black screen, still had sound but no picture. I called Dell and after speaking to 3 people they sent us a replacement one. I got it in June 2006. In July 2007 the replacement TV they sent me stopped working. Same thing no picture but sound. Now it has been 2 years and 1 month and I have had 2 TVs.
When I called them up they told me my 2 year warranty was up. I explained that I only had the replacement TV for 1 year and they said they only warranty back to the original purchase date no matter how many times they replaced the TV. I could not believe that I paid $500.00 for a TV that only lasted a year a piece. I asked to speak to a manager and they continued to send me to one person after another who was the same person using different names from India!! They even had the suppose head of Dell call me back (another guy from India) and he used a different name but I knew it was the same guy.
I told them I would contact the newspapers or anyone I could to warn them not to buy and Dell TVs and also reminded them that I had bought 6 computers from them and talked my company into buying tons of computers from them and the guy did not care. No one at Dell ever told me a TV would only last a year and it would have to be replaced.. No one at Dell told me when they replaced my TV that my warranty was only good on the original TV so if this TV went out, I would be out of luck! No one at Dell offered me an extended warranty.
They just do not know how many customers they have lost over this. This is not a way to treat people. Dell says they stand by their products but don't! Remember it is the people that made them a big company and it is the people that can make them a small company by taking their business elsewhere!
Last year, I returned a monitor that was cracked and a keyboard that would not work. All the receipts for the return were in order. However, the 2 receipts for the monitor were on one page. Dell people did not understand this. The new monitor was scratched. Dell did not returned my shipping charges.
I purchased a Dell 26” LCD TV in March 2006. Two months later, it quit. Dell replaced it with a 32” LCD TV. The 32” LCD TV keeps quitting about every 5 to 15 minutes of viewing. They will not take back their junk TVs and refund my money. All they want to do is keep replacing them with new faulty TVs.
I guess you are the lucky one I found to vent my frustration with Dell computer. Their support is frustrating and I hope never to purchase another item from them again. I'll try to make this short, received my new flat panel monitor today and spent 3 hours this afternoon for Dell tech people to help get it working. NO luck. Ended up returning it. Why do their people ask to repeat the same things over and over and then leave you handing on the line for 15 to 20 minutes? They seem so uninformed. Supervisors are never there, they connect you to the wrong people. **