Dell Computer Corporation Complaint - Tech support nightmare
About a week and half ago my cdrw stopped writing. None of the programs recognized a writable drive. Mistakenly, I started with the "online chat" which is a joke. After over two hours online, I was given ten minutes of useful info. I did the tests required to go further and the next day I used the phone support (I'm still under warranty). After about 20 minutes, the support person said they would send out a tech and would send me the cdrw drive for him to install.
The tech arrived when he said he would, and installed the drive. He asked about a noise coming from the dvd drive, and the fact it opened and closed by itself. Additionally, the new drive ALSO wasn't recognized- so nothing changed.
Here's where the real nightmare starts: He ran some tests and determined that there was something wrong with the Bios. He called Dell, as he is required to do, to report. They ok'd the new dvd drive, but balked at a new motherboard that the tech said was needed after his tests. The Dell person on the phone talking to the tech said it was a software problem caused by Sonic software that was installed on the computer by Dell. He was told to leave, as he was not allowed to do anything pertaining to software. They gave me a phone-in software number to call.
The next day a dell rep called and said they were supervising the resolution of my case. He said that the phone support number I was given for the software is a pay support number. I told him I wasn't going to pay a damn thing, and he interrupted to tell me he was calling to let me know he ok's the new motherboard in addition to the dvd drive. We made an appointment for 6:00 pm Oct 5th for the tech to come with the parts for installation. On the 5th no one showed up, and no one called. The next day a different "supervisor" called and asked if the new cdrw drive resolved the problem. I said no and explained in a detailed manner what had happened. He said he doesn't see anything about a dvd drive or motherboard on his records. I explained that as I had already wasted several hours getting to the present point, I wasen't about to waste several more, and that he should trace, on their records, where the case stood presently, including the visit by the tech and the subsequent contact by the other "supervisor" and to call me back when he actually knew what the situation was. He said ok.
Several days later, and at least ten emails along, I have not recfeived one response from Dell at any level. I have filed complaints with the California Dept. of Consumer Affairs, the Austin Better Bussiness Bureau, and informed by email (though I doubt it will get that far) the Dell board of Directors.
I seriously advise prospective Dell buyers to carefully evaluate their choices. This is not the first time I have had serious problems with their technical support system. Buy Dell at your own risk.