Dell Computer Corporation Complaint - Dell's Worthless Printer and Customer Service
On March 30, 2007, my mother bought me a new Dell with printer and Vista. It was a surprise that she and I have regretted since it arrived. But I am only complaining about the printer which has not performed properly since setup. It has never finished a print job and would not allow me to purge canceled print jobs. I had to disconnect the printer and restart the printer every time I used it and even then it would start up printing out the canceled job. After using a few pages the printer would remind me that I needed to order ink because mine was running low. The ink cartridges can only be purchased through Dell.
I have friends who are actually computer savvy and they could not find the problem so I decided to call for technical support. My mother paid extra for an extended warranty and technical support.
I called early in the morning to allow plenty of time before I had to go to work. However, I spent three hours on the phone with the technician and missed time from my job—an expense not covered by any warranty. The printing problem seemed to be resolved. The next morning it would not print and I didn’t have time for a three-hour chat. The technician was polite but I had to work. I tried to get the printer working after work when my son needed to work on a final for college but had no success. I bought a new printer (a Canon) and sent Dell a complaint and called my mother to ask that they send her a refund for the printer.
After several calls and emails (mine never received a response) Dell decided that we were entitled to a new printer. I tried one more email to remind them that I already owned a new Cannon and didn’t want a new Dell printer. They sent me a refurbished printer instead of a new replacement. My mother called them to remind them that the printer was only three months old and was told it was no longer under full warranty. Now I have two used Dell printers and am expected to send them the original. I tried to call the company again and never reached a human. I sat on hold for fifteen minutes before hanging up and writing this complaint.
I feel like Dell does not care about its customers. They took advantage of my 80 year old mother and now do not have to stand behind their product. I will never purchase a Dell product and will make sure that anyone I talk to about computers knows about my experience. Customer service is nonexistent at Dell.