Dell Computer Corporation Complaint - Dell Horror Show - Studio XPS m1330 Laptop
TEXAS -- I purchased my first laptop, a Studio XPS m1330, from Dell in January 2009. I ordered a high-end laptop thinking I wouldn't need to upgrade for quite some time. Dell talked me into paying extra for the "North American Tech Team" who speaks English--there is something wrong with having to pay extra for someone who understands you when you have a problem. The laptop began locking up and not responding in July 2009, and after MANY (futile) hours on the phone with Tech Support, they finally decided that I needed a new hard drive--at this point the laptop was only 6 months old. The problems continued, locking up, not responding, crashing. Numerous hours on the phone with Dell, running diagnostics, to no avail. My husband began to complain that I talked more to Dell than to him when I was home. Then the laptop started crashing whenever Windows Updates tried to automatically install. More hours on the phone with Dell. No one could determine what the problem was. Dell refused to allow me to send the computer to them for direct examination, they refused to send a technician to my house to fix it, and they refused to replace the laptop. Finally, I brought it to my brother, who is a software technician, and asked him if he could get the Windows Updates to install without the computer crashing. My brother called me the next day to tell me some very alarming news--he told me that my laptop was overheating during the installation of the Windows Updates, which was causing the laptop to crash. He pointed out that this had likely been going on for quite some time, as the white label on the bottom of the laptop was brown and burnt-appearing, and he relayed that it was likely that the high heat had possibly damaged other components of my laptop. My brother expressed great concern for my safety and advised me not to use it. Dell FINALLY agreed on 1/27/10 to replace the laptop after I told them what my brother found. The person I talked to on 1/27/10 at Dell also agreed to "suspend" my extended warranty, which was due to expire on 2/16/10, in light of the fact that I had a totally dead, non-functional laptop and I was not in possession of the replacement laptop. It took them almost 3 weeks to "approve" the replacement laptop, after I emailed them every few days--I was called back by Dell on 2/11/10 and was advised that my laptop would be built. When I tried to verify that my extended warranty would be suspended as previously promised on 1/27/10, I was told (after the tech person talked to his supervisor) that they couldn't suspend the warranty, and if I wanted it to continue past 2/16/10, I would have to purchase an extension. I argued that I was told on 1/27/10 that my warranty would be suspended until I received the replacement laptop, but was steadfastly told they would not do this. I refuse to give Dell any more of my money for shoddy and fraudulent customer service. Dell really does not care about their customers once they have your money. This whole situation has made me physically sick, given the amount of money that I paid for the laptop, accessories, and extended service plan. I told the Dell person that I planned to file a complaint with the Attorney General's office, and he quickly refused to talk to me any further and got off the phone. Whenever I finally receive the replacement Dell laptop, I plan to sell it ASAP, along with all the accessories, as I NEVER want another Dell product in my home. I have since ordered an HP laptop that should be arriving in the next few days, and I am hoping I have a vastly better experience than the horror show I experienced with Dell. Please do yourself a favor---DO NOT BUY A DELL COMPUTER. They are no longer a reputable company.