Dell Computer Corporation Complaint - Dell - after you buy - hope you don't have any problem....
I have a Dell laptop, approximately 3 months old, hardly used it as I have an Dell (5 yrs old) ready to die, just bought the new one in case this goes at least I won't have to wait as I have my business websites I need to use all the time. Now I also decided to get a mini, so I could take it with me, the salesman gave me the idea of remote access. Here my story starts.
When I got the computer, I called Dell to activate my remote access, they told me I would be better off with file sharing, so I did, 6 hours later, done. The next morning something wasn't working, 2 hours later, Ok again.
The next day I decided to open Musicmatch, I just wanted to download a song. As it did not open and sent me a non compatible message, I called Dell again, 2 or 3 hours later, after opening and closing many things on my computer, nothing but error messages came up so he told me I need a new computer I have to many issues, he would call the hardware department and let them know and he disconnected me. I called back as I needed to know what it going on I can't use my computer and the next technician said he would help me fix it. After about an hour he asked me if I had XP I said no I have windows 7, he informed me that Musicmatch shouldn't even be on my computer and would download another one for me. After he thought he was done, it had no sound, after a another hour or so he backed up my files so he could reinstall the operationg system, now another couple of hours and nothing opened. He also told me to call in the morning and ask for a new computer. In the morning I spent approximately 5 hours trying to get a new computer, the only thing I got finally was that they would send a new hard drive. I was not happy with that and I finally got someone in the Customer service department that said they could send a replacement but it is refurbished, I did not want refurbished as my computer was new and they ruined it, he told me that I would be better off with a hard drive and if it did not fix the problem then get the refurbished.
Now I get the hard drive, the programs are on it, by the way I thought I was set, well the files they saved no one knew where they could by found, again after another 5 hours, sorry about that I'm told. Everytime I went to do something I would have to call Dell, I wanted to open a youtube, the picture wouldn't come on, they fixed it, I wanted to open a file, couldn't, they had to download Adobe, I wanted to print, couln't the work they do must have changed the settings, they say.
They have a Dell dock, which are icons on top, it wouldn't stay, approximately 3 phone calls for that, finally someone tells me the spyware one of the technician put on my computer is incompatible with the Dell dock, so they took it off. Now my email doesn't save, that gets solved.
O. K. do you get the idea, by the way it is still not working properly, my salesmen must have emailed the someone, I got a call from the Tech Dept. saying they would look at the records and let me know what they would do for me. I felt maybe someone would see what I am going through, I now have spent 56 hours on the phone with Dell in a one week period, lost 3 days work, my family is ready to disown me and throw the computers out, so lets see what happens. This is what happens, the corporate office calls me, doesn't really want to hear anything because he has the records, but I tell my story, he actually says I see you have had a couple of instances, he corrected that quick with "quite a few instances" but I can't send you a new computer, is it alright if I call you in 3 or 4 days to see if your computer is working? Well what do you think about that, not even the corporate office in a company as large as Dell can or will do anything to make it better.
Now mind you each and everyone, almost, there were a couple of exceptions were polite and wanted to be helpful. Everytime you call Dell it takes about 10 minutes to get someone, their system is tag number please, name, what is your problem, I'll get you someone, now here we go again, same, maybe 3 times before you get to where you have to. Now a couple of hours, then some other department because they can't do it. Everytime they put you on hold you get disconnected and have to start all over again, same questions, everyone sends you to their manager who can make a decision, who then sends you to their manager who can make a decision, quess what, no one can make a decision.
Well, this is the end of my story, I think the final straw was when the corporate office tells me knowing that I still do not have a properly working computer that was so obviously ruined by Dell technicians and my records show how many calls and issues I have had, with stress and disconnects and all those hours on the phone and still does nothing, something is really wrong with this picture.
Thanks for listening, that's more than Dell did.