I can't imagine a computer is being sent when all I have been asking is for them to pay for one video card and relace a small five dollar part. I also can't imagine being sent a computer without being told what to expect. That's as bad as everything else they have been doing.
Why send another computer when all I asked for was for Dell to honor a three year contract by extending the warranty for the one year they refused service and to pay for the parts needed while they denied me service?
This just become more mind boggling each day.........there is no way this is a computer being sent.
I went back and re-read a few of Dell's emails. This statement says they are replacing my system but have back ordered the part for my side panel.
"I sincerely apologize for the inconvenience that has been caused to you. As per technical support department, we are replacing your system; however the side panel is backordered so we are waiting for the component."
Why would they expect me to send my old system back while waiting for a back ordered part?
It shocks me to think this company is run so poorly.
Unfortunately, I have way too many honest bones in me and emailed the manager dealing with this case. I asked why she would send out a new computer without ever once asking me if that is what I wanted. I then explained to her that the unit she sent was less capable than the one I bought two years ago for 1100 dollars more plus I have upgraded my system with new video cards and a SSD during the time Dell refused to honor my warranty.
I then asked her why she would send me a new computer worth 2148 dollars when all I was asking for was for Dell to pay the cost of one video card I had to purchase for 289 (I think it was) during the time Dell was inappropriately denying my warranty (and my video card failed) and then extending the term of my warranty for the amount of time Dell had failed to honor my warranty (one year).
Then I asked who put her in charge and wanted a new contact at Dell HQ to discuss and file a complaint. She has refused to provide me the information once already and made the comment that it wasn't necessary as they had "noted" my complaint but could still only offer 100 dollars for the video card (since I didn't buy it from Dell) and they could not extend my warranty for the same time they had failed to honor it. In other words, Dell refused to service the warranty for one year forcing me to purchase my own video card and she thinks this is reason enough not to reimburse me for the card and offer an additional one year on the warranty to cover the paid year Dell refused to honor my warranty.
Instead she felt compelled to send out a new 2148 dollar computer that is only going to be sent back.
I really am shocked with how utterly insane these folks are.
sigh ... this is a perfect example of N.U.T.S (No U Turn Syndrome, en.wikipedia.org/.../No_U-turn_syndrome) .... some people follow the rules/procedures explicitly, even when circumstances like this require out of the box thinking...
Dell obviously has some set procedures and rules that handle "unresolvable escalated issues" by replacing the entire system. However, it seems painfully obvious that your issue could have been resolved, had the manager simply bent the "100 dollar reimbursement for 3rd party card" rule and re-instated your warranty for a year (probably another 300 dollar cost at most).
At most, Dell would have spent 600, instead of the cost of new computer, logistics of sending/returning the computer and the continued support cost!
Yeeesh!
If they aren't even requesting that you return your old computer, you might as well keep that new computer (or sell it off) and consider it case closed.
In my opinion, dealing any further with this manager would be a waste of your time and Dell's resources =(
well USUALLY dell sends return slip via email and expects you to print it out and ship it back atleast in my 3 replacement laptops it was never in the box .. emailed so .... but its nice dell assumes everyone has a printer ....
When I received my replacement PC, there were no return labels with it nor any e-mail to print some out and it took me a number of days and lots of phone calls to have someone arrange for a shipping company to pick up that very big and heavy box (Area 51 ALX) from my house and to ship it back to dell. Originally they wanted me to take this extreemly heavy and large box to a shipping company. No way at my age. Have trouble enough to just lift the PC itself on its 5 inch high stand I build, nor would it fit into my car. I guess it would have been great for Dell to simply charge me for a 2nd computer. LOL.
I emailed the individual working my case and told her that no RA and papers had been issued. I shortly received a phone message informing me I had to return my original system within 10 days.
I sent out another email explaining that I never requested a "replacement" system nor was I ever asked if I wanted one and that the system sent was much cheaper and less able than the system I had bought almost two years earlier. I also pointed out that wasting 2148 dollars on a new system when all I had asked for was a video card reimbursement (279 plus taxes) and a one year extension of my warranty to cover the year Dell inappropriately cancelled my warranty (approx 100 dollars) made no sense.
I had previously asked for a contact at Dell HQ to file a complaint and was refused. This lovely manager said that my complaint had already been "noted" and Dell would not be able to reimburse me more than 100 dollars for my card and would not extend my warranty for another year.
So again, let's not resolve the matter with 400 dollars or less in cost by spending 2148 dollars on a new computer and however much in shipping from/to by FedEx. (the new computer sent is being sent back) But what really is disturbing is that while Dell had inappropriately cancelled my warranty for an entire year forcing me to repair my system on my own dime, they seem to think that they can take my money for a three year warranty and turn it into a two year warranty. And even though my warranty has been restored, I have spent the last five months now trying to get a five dollar part that keeps getting ordered and then cancelled. Seems Dell has no intention of honoring the warranty I paid for.
Noel Ho
69 Posts
0
June 24th, 2011 18:00
A new computer as a form of apology for the incompetence in this matter? Yippeeeee! =D
Shawnm74
25 Posts
0
June 24th, 2011 19:00
Your computer was assembled in Mexico then sent to EL Paso Tx
AAA737flyer
2 Intern
•
757 Posts
0
June 24th, 2011 22:00
I can't imagine a computer is being sent when all I have been asking is for them to pay for one video card and relace a small five dollar part. I also can't imagine being sent a computer without being told what to expect. That's as bad as everything else they have been doing.
Why send another computer when all I asked for was for Dell to honor a three year contract by extending the warranty for the one year they refused service and to pay for the parts needed while they denied me service?
This just become more mind boggling each day.........there is no way this is a computer being sent.
Noel Ho
69 Posts
0
June 24th, 2011 23:00
exactly, but stranger things have happened ... i eagerly await the news ;-)
AAA737flyer
2 Intern
•
757 Posts
0
June 27th, 2011 09:00
I went back and re-read a few of Dell's emails. This statement says they are replacing my system but have back ordered the part for my side panel.
"I sincerely apologize for the inconvenience that has been caused to you. As per technical support department, we are replacing your system; however the side panel is backordered so we are waiting for the component."
Why would they expect me to send my old system back while waiting for a back ordered part?
I don't have a clue as to what is going on here.
AAA737flyer
2 Intern
•
757 Posts
0
June 27th, 2011 09:00
Well, Dell sent me a whole new computer instead of a five dollar part.
The computer is a i7 2600 oc to 3.9
16GB 1333 memory
1TB SATA 3 HHD
Office 2010 Home Business
W7 Home Premium
One 1GB ATI 6870
Unfortunately my current system out performs this by a good bit.
I will open the box, remove the part I need (a small plastic connector) and send it back.
But wait, I wasn't told I was getting sent a new computer and there isn't any return label to send my old computer back.
So now what?
Edit.
My old system cost 3300 dollars and the system they just sent (two years later) cost 2200 dollars.
They couldn't possibly think that this is a replacement for my old system.
Noel Ho
69 Posts
0
June 27th, 2011 15:00
hahaha ... well, this certainly is amusing =)
AAA737flyer
2 Intern
•
757 Posts
0
June 27th, 2011 16:00
It shocks me to think this company is run so poorly.
Unfortunately, I have way too many honest bones in me and emailed the manager dealing with this case. I asked why she would send out a new computer without ever once asking me if that is what I wanted. I then explained to her that the unit she sent was less capable than the one I bought two years ago for 1100 dollars more plus I have upgraded my system with new video cards and a SSD during the time Dell refused to honor my warranty.
I then asked her why she would send me a new computer worth 2148 dollars when all I was asking for was for Dell to pay the cost of one video card I had to purchase for 289 (I think it was) during the time Dell was inappropriately denying my warranty (and my video card failed) and then extending the term of my warranty for the amount of time Dell had failed to honor my warranty (one year).
Then I asked who put her in charge and wanted a new contact at Dell HQ to discuss and file a complaint. She has refused to provide me the information once already and made the comment that it wasn't necessary as they had "noted" my complaint but could still only offer 100 dollars for the video card (since I didn't buy it from Dell) and they could not extend my warranty for the same time they had failed to honor it. In other words, Dell refused to service the warranty for one year forcing me to purchase my own video card and she thinks this is reason enough not to reimburse me for the card and offer an additional one year on the warranty to cover the paid year Dell refused to honor my warranty.
Instead she felt compelled to send out a new 2148 dollar computer that is only going to be sent back.
I really am shocked with how utterly insane these folks are.
Noel Ho
69 Posts
0
June 27th, 2011 16:00
sigh ... this is a perfect example of N.U.T.S (No U Turn Syndrome, en.wikipedia.org/.../No_U-turn_syndrome) .... some people follow the rules/procedures explicitly, even when circumstances like this require out of the box thinking...
Dell obviously has some set procedures and rules that handle "unresolvable escalated issues" by replacing the entire system. However, it seems painfully obvious that your issue could have been resolved, had the manager simply bent the "100 dollar reimbursement for 3rd party card" rule and re-instated your warranty for a year (probably another 300 dollar cost at most).
At most, Dell would have spent 600, instead of the cost of new computer, logistics of sending/returning the computer and the continued support cost!
Yeeesh!
If they aren't even requesting that you return your old computer, you might as well keep that new computer (or sell it off) and consider it case closed.
In my opinion, dealing any further with this manager would be a waste of your time and Dell's resources =(
89fordprobee
1.2K Posts
0
June 27th, 2011 18:00
well USUALLY dell sends return slip via email and expects you to print it out and ship it back atleast in my 3 replacement laptops it was never in the box .. emailed so .... but its nice dell assumes everyone has a printer ....
Noel Ho
69 Posts
0
June 27th, 2011 18:00
I wonder how much money Dell loses on these kind of ridiculous issues. sigh ...
Spamfighter
2 Intern
•
280 Posts
0
June 27th, 2011 18:00
When I received my replacement PC, there were no return labels with it nor any e-mail to print some out and it took me a number of days and lots of phone calls to have someone arrange for a shipping company to pick up that very big and heavy box (Area 51 ALX) from my house and to ship it back to dell. Originally they wanted me to take this extreemly heavy and large box to a shipping company. No way at my age. Have trouble enough to just lift the PC itself on its 5 inch high stand I build, nor would it fit into my car. I guess it would have been great for Dell to simply charge me for a 2nd computer. LOL.
AAA737flyer
2 Intern
•
757 Posts
0
June 28th, 2011 04:00
I emailed the individual working my case and told her that no RA and papers had been issued. I shortly received a phone message informing me I had to return my original system within 10 days.
I sent out another email explaining that I never requested a "replacement" system nor was I ever asked if I wanted one and that the system sent was much cheaper and less able than the system I had bought almost two years earlier. I also pointed out that wasting 2148 dollars on a new system when all I had asked for was a video card reimbursement (279 plus taxes) and a one year extension of my warranty to cover the year Dell inappropriately cancelled my warranty (approx 100 dollars) made no sense.
I had previously asked for a contact at Dell HQ to file a complaint and was refused. This lovely manager said that my complaint had already been "noted" and Dell would not be able to reimburse me more than 100 dollars for my card and would not extend my warranty for another year.
So again, let's not resolve the matter with 400 dollars or less in cost by spending 2148 dollars on a new computer and however much in shipping from/to by FedEx. (the new computer sent is being sent back) But what really is disturbing is that while Dell had inappropriately cancelled my warranty for an entire year forcing me to repair my system on my own dime, they seem to think that they can take my money for a three year warranty and turn it into a two year warranty. And even though my warranty has been restored, I have spent the last five months now trying to get a five dollar part that keeps getting ordered and then cancelled. Seems Dell has no intention of honoring the warranty I paid for.