Dell Computer Corporation Complaint - Dell Tech Repairman Caused Fire
ROUND ROCK, TEXAS -- Here is the copy of the letter I wrote to Michael Dell. I need to preface this with letting you know, the letter got me a fast phone call from his representative in INDIA! SHAME ON YOU MICHAEL DELL!!
Excerpts of letter:
... On Monday, November 2nd, my Dell XPS 710 turned itself off and would not go on anymore. After one and a half hours on the phone with the Philippines they agreed to send a service technician to my home. He came on Thursday. When he was done replacing the mother board among other things, my husband walked him out to his car and came back in the house to get ready to leave on an appointment. Fortunately, he did that because he came in to find our office was filled with smoke and the computer on fire!! I hate to think of what could have happened. My dog could have been killed and my home destroyed!
My husband had the technicians phone number and called him immediately after unplugging the computer. The technicians response was that he could not return without a written work order from Dell. How ridiculous is that!
My calls to tech support, once again in the Philippines initially got me, “So sorry Miss ”. When I pressed the facts that a Dell representative, nearly caused my home to go up in smoke, they moved me up to the resolution level and it was agreed they would send me another computer equal or better to replace this one. Beyond that point I can get nowhere. They also asked my husband to plug in the computer to see if it went on. Plug it in? What? Cause another fire? I don't think so.
I was told the following:
It would be a built using refurbished parts
NOT acceptable to me. I want new with full warranties and service.
It would take up to 3 weeks for the computer to ship.
Again, NOT acceptable. I am virtually unemployed without this computer. What do I explain to clients who have set deadlines for their work. Additionally I will be away for 10 days after November 18th. It cannot be delivered. AND I have to finish work before I leave
.NOTE: IT IS NOW THE 19TH, IT IS NOT BUILT, LET ALONE SHIPPED
If I ordered a new computer on line it wouldn't take that long to build it!
I requested that a service tech com out when the new computer comes to rescue whatever can be salvaged off the hard drive of my now useless computer. My recent work and programs are on there!
I was told “So sorry, we don't do that:” You will have to hire a technician on your own?
I have to pay? I didn't cause the fire!
Mr Dell, we have had only Dell computers for the going back 12-15 years. Ever since you sent you out sourced your technical and customer service to overseas, the service has been slow and ever so frustrating, while listing to someone you can barely understand, read out of a manual. They are respectful and courteous to a point of frustration because they tell you nothing!
With the utmost respect I want to say that my house could have burned to the ground, my dog could have been killed, and to hear days of, ' Yes mam, so sorry to hear this mam.” And, “This is all we can do, you have reached the top level of our support team. “
When you do not get called back as promised, and a message is left that they will call again in a few days” This is not acceptable anymore. When you are told there is no one on the escalation team available and they mysteriously find one, who just happens to be the woman who left the message, she would call again on Monday., On top of that she tells you she was too busy to call you again, but that I call too much. Well that is just over the top.
I would like to resolve this replacement of the computer, I am unemployed until this happens. My business is in jeopardy because I cannot meet client deadlines and my house could have burned down.
I would think it would behoove Dell to want this taken care of, and me to be satisfied so this would just go away.
It is very simple and easy. Send me a new computer, not a refurbished one, equal to the XPS 710 as soon as possible. At the very least I would like delivery before I leave on November 18th. Send a technician who can retrieve the information on the hard drive of the damaged computer.
I do not think I am being unreasonable in my request, as this could well have caused the death of my pet, damaged to my home, and altered my life in too many ways, due to something a Dell representative did or didn't do while repairing my computer, Dell's liability would have been far greater than just replacing a computer.