Dell Computers - Warranty That Is a Joke - Lack of Service
XPS9100 - Complaint
List of problems with my Dell tower XPS9100. The computer has had issues for several months with me trying to get help in between medical issues with no success! II started having major issues with still having a full year of warranty. I paid for a supposed virus fix that the tech support claimed was causing my problems. This was a one time service!
The issues continues to manifest and after being frustrated further I bit the bullet and called again. This time the issues were: 1. The computer reboots in the middle of a program for no apparent reason. 2. The screen has technically exploded in colors and no way to shut off computer to retry without physically holding down the power button or actually unplugging the computer. 3. The computer freezes in screens where the keyboard or mouse will not work, again causing the only solution of the power button or power cord. 4. These problems can occur in a game program or just on the internet. (They may occur at other times, but as I am handicapped and medically retired, the only thing I do is either play a game or read the news on the internet or my email account.
Finally the frustration in having a full in home warranty for 4 years and the tech support that cannot seem to fix the issues. I was originally told this problem was a virus and I paid to fix the problem. The fix did not fix the issues! I spent a full day on this. This last week after many months of frustration where I did not even try to use the computer, I finally called with the list of complaints above. The tech team claims they can show no errors for the physical items in the computer and after many hours, a full wipe and reboot is accomplished. The issue is still not resolved and the computer reboots for no apparent reason, freezes up and does not operate or the power becomes the issue again, however, this time all of the error codes that had been popping up before the wipe are not showing,
The disruptive service is like I rebooted the system, the freezing screens and my physical shutting off of the computer is not showing an error like it has always done. The final time last night the computer screen exploded in color as if the ATI Radion 5800 was having issues, tried to restart, I saw a flash of the explosion of colors before it quit functioning at all.
I called tech support again, told the tech the power issue and said "please send your tech and he can verify the problems or I can ship the tower to you and let your team see the issues!" His answer: we do not send a tech until we know what parts need replaced, we do not have a tech system that repairs the towers anymore, only the laptops and notebooks. Read your warranty! You either continue to take the steps I outline or your warranty is no good! Finally, I explained I have medical issues, currently my lack of use for both arms, etc. and it is hard for me to do a lot of what he wants. He basically said read the warranty. You either do it or you get no support to fix the computer.
How many times does a person have to go through the steps and issues without success before Dell support actually does more than talk on a telephone? Do they figure they can keep giving me the run around for the next year until my warranty expires? I am willing to even give my phone number to someone in corporate to talk with to resolve the issue as the tech service (I paid extra for north America service) seems to lack the ability to actually fix the problem!