Dell Computer Corporation Complaint - Outrageous Customer Support
I simply do not know where to start because in my opinion, the way Dell has treated me over a very minor issue is inexcusable.
On Tuesday July 13, 2010, as I turned on my XPS 700 tower, the little button that you lift up on the front grill fell into the inside of the cabinet. That began an almost unbelievable saga of transfer after transfer as I attempted to get your company to send me a replacement part. I did not want them to send it to me free. I was out of warranty. I wanted the part sent to me. It takes about 2 minutes to take the old one off and replace the new one. Been there, done that.
With each transfer, it was like no one could read so I had to tell my story over and over again just to be transferred again. From technical support, to out of warranty support, to sales, back to technical support, to spare parts. On my stop in out of warranty service, I was told by XXXXX XXXXX that in order for Dell to help me, I would have to extend my warranty for a grand total of $160.00 and if I did not extend my warranty they would not be able to sell me the part.
So I was behind a rock and a hard place. The part itself is made completely out of plastic. It has a sleeve and a little paddle type stick. Total cost probably is about $3.00. I did not want a warranty. I only wanted to replace the little part. I did not want anyone to replace it for me. I just wanted the little part. Because it is so flimsy, it has broken before and I have replaced it before. Did not need $149.00 bill to have someone come to my house.
So you can imagine my surprise when I saw my bill today for this extended warranty. The total cost, that was never agreed to by me was now $247.00 not the $160 that XXX told me. What a rip-off. I know that Dell banks on the fact that I will never need their assistance to fix my computers. Most computers break at about 90 days anyway. Mine is 4 years old already. I am not a novice and do my own work on my computers.
I have been a fan of Dell products for many years, but over the past few years, I have detected that Dell has lost its focus on its customers. Dell has made it more and more difficult to get assistance. I am sure that being shifted around for four hours and talking to 8 different people has become the rule rather than the exception.
If this is the way you treat your loyal customers, just think about those who are first time buyers.