Another Month, Another Dell Post
Posted on September 21st, 2009, in Technology | 2 Comments »
So, it has almost been a month again since last I talked about my epic struggle to get my wife’s Dell laptop fixed. She has been talking to them more than I have, so I can’t really say too much, but here’s an update.
The laptop got sent back to Dell again to get fixed. Soon after, it was back and the screen was working fine. Unfortunately, they didn’t take any time to look at the other issues we’ve been complaining about since the start. It seems Dell can only fix one issue at a time, and have a one track mind. Despite the display issue apparently being fixed, they’ve ignored the other stuff.
I mean, my wife can now see as the computer automatically deletes text she’s written, and tries to print things out no matter what she touches. Or when she moves the mouse and the browser increases the text size, despite her not touching any of the keys. “But wait”, you’ll say, thinking that such settings can be configured within the operating system. I’ve turned off all the special features of the track pad, and not only that, what special feature makes it press the windows key at random times? Or highlight strings of text at random times?
At this point, my wife and I are now adamant. We want a replacement machine. We got a “lemon” and want a replacement of comparable features.
My wife is not able to use the machine to complete school work, and she is feeling very stressed, and frustrated. When paying thousands of dollars for school, the last thing we want is for her grades to drop over computer problems. I really don’t think I am crazy to be asking for a replacement at this point.
They want to send out a technician to look at the machine, but have pretty much stated that the issue they are still trying to help resolve is the screen issue. This isn’t the issue that is plaguing my wife now, and would be a waste of time for him to come out if he isn’t going to help with the main issue. There is something wrong with the hardware of the keyboard and palm rest area.
I don’t understand why Dell can’t be more helpful in these cases. I am not trying to screw them out of money or anything, and think that at this point, it would have been cheaper to send out a replacement machine. Even if they gave a slightly smaller or less capable machine, as long as it worked perfectly, reasonably quickly, and efficiently, I am sure my wife would be more than happy.
At this point, I am so angry that no matter the resolution, I probably won’t buy anything from Dell again, even third party products they sell, nor will I recommend them, solely based on the fact that anyone that buys from them will be out of luck when it comes to hardware support that may require more than one replacement. Shame really, as I still think the people that I’ve met that work there are good people, but how can they push out a message of change regarding Dell when I am living through the fact that they haven’t?
What a series of events we have here, part of me can’t understand it at all, however part of me can. I have had to sent my computer back to HP a few times until one tech guy just made me a new copy of Windows 98 and the computer worked great after that.
So I can relate a little bit, I have an HP laptop and it works great, i could imagine not having my laptop, I would go crazy.
Anyway, its is stupid that you have to directly contact people within the company to try and get a problem resolved. First they willn’t replace the laptop if they don’t have too. Second, i have had problems with companies before and after an email, a phone call, I said enough is enough. I contacted the BBB.org and filed a complaint with them, this was over less then $20.
A few days later (on a Saturday)), the office of the president called me, blamed it on me a little that I didn’t read and understand it and did a one-time refund. I still do business with the company today, but I watch what I buy.
The point is, file a complaint with the BBB.org, type in dell.com under the url to get name, but Dell Inc. and see where that gets you, but don’t expect a replacement. No company wants an unresolved issue on their record, that doesn’t translate to business. I looked at there BBB and they have a C, but do work to resolve issues.
Good luck to both of you.
- RaceDrivenI got a lemon from dell too. I bought it in Aug. 09 and it freezes and shuts down. No one from india could fix it. I had the hard drive replaced but that didn’t fix it either. I have spent countless hrs. on the phone and to get an american I had to pay 250.00 and upgrade my warrenty… Which was very hard to swallow. I have asked for someone higher up to plead my case but the techs say they have no number to give me and they are not in contact with anyone who is a decision maker. So dell has made it impossible to state my complaint. I presently am on my 4th hr on the phone today and the day before I was also on for 4 hrs. They will not replace my system until 3 hardware componets have been replaced in 30 days nor can I get my money back and send the system back to them. I will never buy another dell.
- daryl