Dell Computer Corporation Complaint - Dell Corporate - XPS420
POCATELLO, IDAHO -- Final Step January 18
I received a call from Dell Corporate office who put me in touch with one of their corporate technicians who assisted me with the issues of Vista and wireless along with showing me locations on the internet to correct problems if they arise again. I can honestly state Dell is willing to go the extra mile and help out an individual as that is what happened to me today. The frustration of buying a computer and having it not work along with other issues that occurred was truly frustrating, but the corporate help in stepping in and taking part was not something I expected. The system has been operating successfully for several hours as of this posting with zero issues. If you purchase a Dell, there may be issues, but if you have my success, Dell will find a solution -- it just may take some frustration along the way until you get to the right person.
Let me tell you the issues and frustration with the XPS420. The original computer delivered 1-5-08 was determined to have serious issues and another computer was sent. The original service tag was 26TYCF1. The new computer arrived today with basically the same issues of not connecting.
Steps I have taken:
1. Original computer arrived 1-5-08
verified router had up to date drivers
verified other pc's could connect wireless from the same location using XP and not Vista
was sent external wireless connectors for the Vista system by customer service to try which would only work sporadically - if the system went to sleep mode it would be necessary to uninstall the external router and reinstall before it would work.
hard drive was reformatted through a hard line connection with technical support
spent 7 hours on the telephone with technical support using a cell telephone as I did not have a home telephone at the time
internal diagnostic showed there was a problem at 98 percent that could not be corrected.
technician sent to replace the internal wireless only to have the system truly crash and fail -- technician told the tech service the computer needed to be replaced.
New system ordered but told could not be changed to XP
2. Changed wireless router to Arris and obtained a home telephone line
Connected the two older computers to the system - one direct and one wireless
3. New system arrived 1-17-08
No connection -- verified with the wireless company that it was not their problem -- diagnostic showed media service was an issue - diagnostic indicated it was a problem in the XPS420 and not the router.
4. Called Dell Technical support and spoke with a technician. He was able to trouble shoot the system and get it running correctly by shutting off, disabling and reinstalling a variety of things in the computer. When this was completed it seemed to be functioning, but updates were obtained on systems installed by Dell and would require restarting the computer in order for the safety to take effect. When I restarted the computer I did not have internet service again. I recalled Dell Technical support and obtained an idiot with a mouth who would not listen to the problem or take the steps the last tech had when the system was repaired and working. As I spoke with the tech -- the system came on line for about twenty (20) minutes with an internet connection before failing again and showing local access only. This tech felt it was not the computer, but the router even when the trouble shooting showed the media system kept disabling itself.
5. I asked for a supervisor and was placed on hold. I was on hold for 35 minutes when the tech came on the line and stated; he could not get my phone connected to the supervisor.
I have an XPS 420 Vista system that does not function. I have purchased a 4 year warranty package including in-home service and I cannot get satisfaction. I truly believe the problem is the Vista system. The service individual who came to the house felt it was the Vista system. I have proven that it is not the router using basic checks, such as: the other Dell computers can connect wireless, this system will connect when settings are changed in it, the router service has been called and verified their system is working correctly, and the other technician was able to get this system functioning. The problem is it failed once the system was rebooted.
I have spent close to 11 hours on the telephone with Dell Technical service and learned that you have quite a few who do not know what they are doing. I kept being placed on hold for up to 10 minutes in some cases while they went to talk with a supervisor.
I finally got a return call from the supervisor and was basically told to send the computer back. I was told to call customer service. After spending an additonal 45 minutes on the telephone with Customer Service, they will send me the labels to ship the system and components back. I was told if I want an XP system, I will have to reorder including the peripherals. It truly is a waste to not just change the tower and keep my funds rather than sending everything back which will be processed as used and requiring me to order another computer.
SO - I did get my money back, but I still do not have a functioning computer.