Dell Computer Corporation Complaint - Wireless problems and BAD tech support
I have been in the search for a new lap top for a while. I really wanted a Mac - because they are AMAZING. But, the Mac I looked at was $1800 and that is a lot. So my mom suggested getting a Dell because they start at $800. This was much more appealing and so I agreed it was probably a better idea. So I started looking at the lap tops and looking at what I needed. It came out to about $1800 because unlike a Mac, you have to buy the software and pay for all of the things like wireless cards that just automatically come with a Mac. I also had to pay EXTRA to get Windows XP, the version before Vista. Let me say that again, I had to pay EXTRA to get the older version of Windows. I should have known after that not to buy a Dell but I did anyway. My mom actually had a credit card with them that would allow me to make monthly payments. So I thought ok this will be fine, I am not doing any photo work I really just need this for Internet and word processing. So the computer was ordered and delivered.
I started setting up the wireless network at my house with my Internet because whats the point of a lap top if you have to be plugged in?? So I got everything working with Netgear on the phone and set all my passwords etc but when we finished the computer wouldn't connect to the wireless network. It recognized the network but wouldn't connect. So we called Time Warner Cable and worked with them. They said the Internet was working and the wireless router was fine and that we needed to call Dell. So we called Dell. We were on the phone with them for over and hour and a half. They couldn't tell us what was wrong but said we could call their wireless specialists for a fee and they would fix it.
This was very upsetting - who wants to pay Dell to fix their brand new computer? So I took my computer to the studio where I work and tried to log onto the studio network. It didn't happen and when I asked the studio owner for help he said first "why did you buy a Dell?!" and second most PC's aren't compatible with the wireless networks in the studios we work in. OK, now I am really, really sorry I got a Dell. One more chance before giving up completely, I tried to log onto the free public network provided to the city - no dice! My computer asked for a network key to get onto every network I tried. You should need a pass word for a secure network that's it! And a free unlocked network is just that!
So I went home immediately and called Dell to return my computer. I got an operator and told him what was wrong and he asked me to tell him the date of my invoice. I did and he said I'm sorry ma'am your computer is 24 days old and we only return up to 21 days. Are you kidding me?!! You can return anything to Dell for up to 30 days - except the actual computer. I was PISSED! So I said I still wanted to talk to customer service so he connected me. 47 minutes later I was still on hold. So I hung up and called back and went to tech support. I figured one more shot..... they connected to my laptop through remote access and did the same stuff the Dell, Netgear and Time Warner people did the day before.
When the Dell tech couldn't fix it after 45 minutes he said you have 2 options: "You can call Netgear and ask them to "hide" your network so you can turn off your security system" - um no security protection at all and you think a hacker can't "find" my unprotected network?? So I asked what the other option was. The Dell tech said "Well You can call our Dell network experts and they can help you but you have to pay them". I'm sorry, I am paying $1800 for this computer and you want me to PAY for network help?!! The guy on the phone said I'm sorry ma'am, we don't guarantee network compatibility, we only guarantee the computer and the wireless card are good. I shouldn't have to settle when it comes to my NEW lap top and security system. The security system, by the way, was the one Dell sent with the computer: Trend Micro. Which happens to be very good, but you would think that Dell would make sure their computer work with the security system they are recommending and sending to their customers.
So you can buy a Dell lap top to use wirelessly but if it doesn't work - figure it out yourself and make sure you do it in 21 days. Oh, but remember if you return a Dell you are going to have to pay a 15% restocking fee. I can understand this because I am sure people buy lap tops and change their mind. But this is not a simple "I changed my mind". This is: I bought a lap top to use while I travel around and work in different locations and it is not compatible for what ever reason with wireless networks. It doesn't do what I bought it to do and what Dell advertises it can do.
Moral of the story: Don't buy a Dell!