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24339
February 22nd, 2010 11:00
Worst Support I Have Ever Seen
Dell deleted this post so I am re-posting it.
I got my new Alienware Aurora computer on the last week of November 2009. I launched it without difficulties and there were no errors. I launched it the following morning but got the error message, "Motherboard fan not detected!"
I called Tech and they told me to ignore the error because my system was liquid cooled and there was no CPU fan. They said it was just looking for a fan I didn't have or need and I could use my computer as normal.
I used my computer for one week and then it suddenly stopped booting up on Dec 1. I trouble shot with tech and they determined that the power box failed and said they would send a new one. According to the manual, the power box appeared to be working but I figured they should know what they are talking about. I also mentioned the fan error I was getting but again they said to ignore it.
Tech replaced the power box Dec 7, but it didn't make any difference. They decided it was the motherboard and said they would replace it. Again I mentioned the fan error and again they said to ignore it.
While waiting for the motherboard, I called tech again and brought up my concern about the fan error, but they assured me I didn't have to worry about it.
Tech installed the new motherboard Dec 17, and my computer booted up successfully, but with the fan error. I asked the tech guy who installed the motherboard if they included a new fan but he said they didn't. I expressed my concern to him but he said the same thing as everyone else.
I ran my computer for about three hours and then happened to put my hand on the top of the tower and nearly burned myself. I immediately shut down my computer. I tried to start it the following morning but I couldn't get it to run more than a few seconds at a time before it would turn itself off. I called tech and they decided to replace the cooling system. I mentioned the fan error but they said that had nothing to do with it.
Before coming to my home Dec 21, the computer guy said I should call Dell to see if they would replace my computer because I had a strong case for it. I called Dell but they said they wanted him to come and replace the fan first and if I continued to have problems then they would replace the machine.
So he came to my home that same day and replaced the fan, and for the first time it boot up without a fan error. Right after he left my computer froze up and I had to reboot. When I tried, the computer wouldn't start up again. Obviously there was too much heat damage done while Dell refused to take the fan problem seriously. I called tech and they backed out of replacing my machine. They said they would send my request for a replacement and get back to me in 48 hours. They didn't get back, so I called them only to learn they cancelled the order.
I asked for a replacement computer again but they told me I had to send it in and let them look at it first. I agreed and they said they would send me a box with the shipping instructions. I called them again two weeks later because I still hadn't received it, but they told me they canceled the order and never bothered to inform me. I asked again for a replacement and then they sent me from the tech department to customer support, back to tech and back to support for an hour until they disconnected me.
I called Tech and they told me to ignore the error because my system was liquid cooled and there was no CPU fan. They said it was just looking for a fan I didn't have or need and I could use my computer as normal.
I used my computer for one week and then it suddenly stopped booting up on Dec 1. I trouble shot with tech and they determined that the power box failed and said they would send a new one. According to the manual, the power box appeared to be working but I figured they should know what they are talking about. I also mentioned the fan error I was getting but again they said to ignore it.
Tech replaced the power box Dec 7, but it didn't make any difference. They decided it was the motherboard and said they would replace it. Again I mentioned the fan error and again they said to ignore it.
While waiting for the motherboard, I called tech again and brought up my concern about the fan error, but they assured me I didn't have to worry about it.
Tech installed the new motherboard Dec 17, and my computer booted up successfully, but with the fan error. I asked the tech guy who installed the motherboard if they included a new fan but he said they didn't. I expressed my concern to him but he said the same thing as everyone else.
I ran my computer for about three hours and then happened to put my hand on the top of the tower and nearly burned myself. I immediately shut down my computer. I tried to start it the following morning but I couldn't get it to run more than a few seconds at a time before it would turn itself off. I called tech and they decided to replace the cooling system. I mentioned the fan error but they said that had nothing to do with it.
Before coming to my home Dec 21, the computer guy said I should call Dell to see if they would replace my computer because I had a strong case for it. I called Dell but they said they wanted him to come and replace the fan first and if I continued to have problems then they would replace the machine.
So he came to my home that same day and replaced the fan, and for the first time it boot up without a fan error. Right after he left my computer froze up and I had to reboot. When I tried, the computer wouldn't start up again. Obviously there was too much heat damage done while Dell refused to take the fan problem seriously. I called tech and they backed out of replacing my machine. They said they would send my request for a replacement and get back to me in 48 hours. They didn't get back, so I called them only to learn they cancelled the order.
I asked for a replacement computer again but they told me I had to send it in and let them look at it first. I agreed and they said they would send me a box with the shipping instructions. I called them again two weeks later because I still hadn't received it, but they told me they canceled the order and never bothered to inform me. I asked again for a replacement and then they sent me from the tech department to customer support, back to tech and back to support for an hour until they disconnected me.
January 6, they promised again to send a replacement computer and said it would be 22 days. I asked for an update on the 21st and they confirmed it was approved on the 6th and I should have my computer in a couple of weeks. I called again February 3, and they informed me that my replacement was not approved until January 19, not the 6th, and it would be a longer wait then originally promised as a result.
It has been 3 months since I got this computer and I still can't turn it on. As far as I am concerned it is not working because of technical support. They have tried but are clearly not properly trained. Because of their actions my computer was fried not once, but twice, in its first month.
Has anyone else had this kind of nightmare with Dell?
beamermt25
468 Posts
0
February 22nd, 2010 11:00
hello! Yes hundreds of people have had issues with dell tech support and their inability to solve simple problems. The motherboard, especially in an alienware, is designed to alert you if there is a component problem, which it did.. just because you are liquid cooled does not mean you dont have any fans! Sorry about your troubles however and I hope your replacement fairs better.
Labrecque
5 Posts
0
February 22nd, 2010 17:00
Dell just admitted to me that they approved my replacement computer on January 6, but chose to sit on it and do nothing to push it through until today, February 22. I was promised the computer in 22 days from the beginning of January but obviously that hasn't happened. Why are they doing this? Why can't they just fix this situation, instead of making it as bad as possible?
I tried to resolve this without a third party but despite repeated calls, they kept telling me the computer was on the way when it turns out it wasn't. If I didn't get the BBB involved or complain on these forums, they likely would still be sitting on my case and refusing to fix this.
I have delt with support form other companies. Some support was great, while others were really bad, but this is by far the worst.
beamermt25
468 Posts
0
February 22nd, 2010 17:00
Dell does not really care about their home customers. If you look on this and other forums around the web you will see nothing but complaints regarding customer service and how they fail completely.. Dell was rated F in customer service by a major publication and yet they still do nothing. as long as they get your money they just ignore everything else.
aussiekim13
1 Message
0
February 22nd, 2010 18:00
DELL STRIKES AGAIN! Yes, we have had an order in with Dell since Jan 7th. We are on our 4th RE-ORDER because they cannot get it right! This time, after many promises of expediting etc., they have just called to say they have to re-enter the order as the "image" was not entered last time - EVEN THOUGH THEY EVEN GAVE ME THE IMAGE ID and promised delivery on or before Feb 15th! Now, the laptop is not expected until March 19th. Without going into every little detail, my assistant and I have spent at least 4 hours on the phone with these "IN THE BOX" (yes, they cannot think out of the box) representatives and of course on hold. It is just appauling that they have diminished to such a poor company when they used to be great. This is our 8th and last Dell for sure as the last two have been absolute night-mares. It's sad the Dell cannot get their act together and be honest with their customers.
beamermt25
468 Posts
0
February 22nd, 2010 18:00
Can't issue a chargeback on a replacement system, especially since it is after the return period... this system is to replace a defective one and they normally get dumped to the bottom of the pool...
Yodasmaster
1 Rookie
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76 Posts
0
February 22nd, 2010 18:00
He has yet to receive a working system, therefor he has not received what he paid for. You can file a chargeback with your credit card company up to 6 months later. Dells 21 days for a return does not matter. This would not be through Dell.
Yodasmaster
1 Rookie
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76 Posts
0
February 22nd, 2010 18:00
Call your credit card company and request a chargeback. You will have to send Dell back your system but at least you will get your money back.
Yodasmaster
1 Rookie
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76 Posts
0
February 22nd, 2010 18:00
It is a last resort. If it was me, and I spent several thousand dollars on a system that did not work, I would start the chargeback process and if I recieved the new system before it went through then I would cancel the charge back. Dell has no say in chargebacks, it is entirly up to your credit card company regardless of what Dell says. Unlike Dell, most credit card companies value your business and will yank the money out of Dells account with or without Dells permission.
beamermt25
468 Posts
0
February 22nd, 2010 18:00
Dell probably has a sales clause regarding chargebacks when you purchase items.. most people do now.. regardless it could take weeks for the chargeback to go through and the system will probably have shipped and been recieved by then..
beamermt25
468 Posts
0
February 22nd, 2010 19:00
hmmmm.. thats good to know :-)
MarkTrav
91 Posts
0
February 23rd, 2010 07:00
Yodasmaster is correct. the 21 day return policy does not matter. I received 2 broken machines from dell. I think I had the 2 machines for almost 2 months. I returned them a couple days ago and now im just waiting for my cash back.
i also had the worst experience with dell. But i realized its Dell that is horrible and not alienware. I wish Dell never bought alienware. My expeirence with Alienware before dell bought them was awesome. The main reason i am returning them is because of the support I got from dell. im tired of nobody knowing anything, im tired of getting transfered a 1000 times just to get transferred to the person to talked to in the first place. im tired of them giving me information that turns out to be bad advice.
Labrecque
5 Posts
0
February 23rd, 2010 09:00
My brother runs his own business and has multiple Dell computers. He has never had a problem with them and was planning to get a few more Dells next year. After what happened to me he is beginning to rethink the wisdom of that.
Are Dell's support problems only related to the home computers or do the business computers get better support?
im_lost
41 Posts
0
February 25th, 2010 13:00
Have had no need to ever contact support for my AW (mine was delivered on time and has always worked just fine) so cant really comment on that.
I do disagree with the business support though. I have had many many dealings the Dell support for my enterprise servers etc and found them to be very good. No hanging in queues on the phone, switched on technicians to help fault find and next day delivery for broken components.
beamermt25
468 Posts
0
February 25th, 2010 13:00
Dell's support from what I read in the forums is junk across the board, Small/Medium business has the same issues..
FalconW7
42 Posts
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February 26th, 2010 08:00
Enterprise support is good. Had a NBD support call for my laptop (E4300). The motherboard,fan,dimm and cooling pipe were exchanged within 24 hours after the call. My alienware is another case. Had a faulty harddisk with bad sectors. Took a couple of weeks to resolve while I had a support contract for NBD.