Dell Computer Complaint - Dell Hell; Paid hundreds for additional warranty, should have burned the $$
ATLANTA, GEORGIA -- My problem began months ago with a total system failure. Two tech on-site visits were unable to provide any resolution whatsoever. Many more hours on the phone with your tech support were equally ineffective. With each contact, the service became increasingly unprofessional and then confrontational. I used this unit every day for my business, and since I travel often, I paid a top price for this unit specifically for the light weight. I was finally offered a replacement unit, but was advised my current model was no longer available, so was offered a unit that was much bigger and heavier than my model, even though Dell clearly had smaller units for sale. I spent hours and hours trying to resolve this issue but was consistently offered excuses and delays with no real explanation, other than Dell's so-called policy would not permit sending me a unit with my size and specs. This in spite of me paying hundreds of dollars to upgrade my warranty to the highest level available.
Finally I was promised that I would be sent a replacement unit that would be comparable to mine. What I received was an 8 pound unit that was so large I couldn't even get it into my briefcase. I made call after call to try and contact the home office, and every tech person lied to me like a dog that they did not know any way to contact the corporate office. I am a GA Tech graduate with an engineering degree, and have been in the business world for almost 50 years. In all that time, I have NEVER, EVER had a worse service experience. Your phone support has been excruciating, rude, incompetent, and as I mentioned, flat lied to me on numerous occasions. I want to contact the Dell Corporate office to speak to the head of Customer Support and get this issue resolved. I tried again today to find someone to speak to, and after 2 more transfers and waiting on hold for another 45 minutes to speak to a senior person, someone just hung up on me. Is there some person in this entire company that has enough courtesy to help me?