Dell, Inc. Complaint - A product and tech support you would expect to see in a third-world country
ONE DELL WAY, TEXAS -- Dell Studio 15 Notebook purchased 28 June 2009 for $1,005.90. I was out of town for a week when it first arrived, but the following week I initiated setup and found a number of issues wrong with the computer. Dell identified the issues as being initial setup issues that would not happen again and if it did they would take note in their system to process a refund. They informed me that they stand by their product. They informed me that after they intervened that time, I would not have the problem again. In Aug 2009, I had additional issues which Dell deemed to be more software issues that was not covered by current warranty and contrary to the previous call they would not honor the refund promised. I was then told I could purchase online software tech support ($182) to resolve the issue. When I did, we solved the problem (so we thought) for another few months. Then there was a virus that McAfee did not stop. Dell Tech Support informed me that their McAfee Anti-virus which was sold with the computer was not as good as Norton. So, under their guidance, I purchased Norton Software with the technician on the line. Issues arose periodically at varying levels literally every month thereafter. Issues took up my weekends after I just returned from a war zone for 15 months and am working for the Dept of State and taking Army class for my new rank while getting reacquainted with my family. In the most recent issue which started in mid-February 2010, a blue screen with a random error and physical memory dump followed by a shutdown of the system. I called in to use the 3rd of my 5 tech support issues purchased after the purchase of my computer to resolve this latest problem. After doing a full system diagnostic, I was told that I then needed to purchase an additional memory card ($68.24) for RAM in order to speed up my computer. That this would help with my computer processing so slow. I was also then told I needed to purchase an optimizer from Norton. Now after 9 months and purchasing countless additional items beyond the simple purchase of the computer, Dell finally informed me that I needed to have the motherboard, hard drive, and both memory cards replaced. They sent a technician by house from Worldwide. Ryan (Worldwide employee) informed me that the motherboard was not viable after spending 3 hours on the computer. A new motherboard and other parts would have be ordered and replaced. However, before he left he made sure to tell me that there were frayed wires in the laptop that was likely causing many of the problems over the past year. When the next Worldwide Technician (contracted by Dell) came by the house on 12 March 2010 to finish what Ryan initiated leaving me without a computer for 3 days, he repeated what Ryan said about the computer having many issues and the second motherboard, of course, would not work. I was then put on the phone with tech support at Dell that tried to tell me they would get me a replacement but that it would take 14 business days. In my work with the government and school, a timeframe greater than 2.5 weeks where weekends are time I have to prepare briefings for my class address overseas programs for the State Dept is NOT acceptable. I informed him that he needed to make an exception to the 21 day internal Dell policy to provide me a refund so I could go out that day to purchase a new computer from a local retailer. On 12 March 2010, I spoke with several managers and numerous representatives. Despite being told I would get a call back by a escalation team in 24-48 hours, I simply could not wait that long for a resolve. I continued to call back to be batted back and forth between customer service and tech support getting little to know help to expedite the issue. Finally I was informed by tech support that they would grant my refund and conference me with customer service (refund) dept to execute. However, I was disconnected in 2 conference calls. On the third call, I spoke with Siddhesh (supervisor) where I was told I was NEVER promised a refund.
At this point, the only option that is acceptable is a refund for the Dell, the horrible tech support, and the memory card that was promised to have already been refunded on 6 March but wasn't. That amount is $1256.14. Dell should also have to reimburse me for the days of having wasted my time after return from a 15-month deployment in the Gulf.