How do I file a consumer complaint against Dell Philippines?

Question

Hi,

I would like to file a complaint against DELL Philippines. Can anyone help? This is the story.

Back in Late January I reported to Dell Philippines that my Alienware has problem with Tron light. Luckily it was still covered by the warranty. So I started to reach to the technical support but I was so shocked by their efficiency and quality of work. Normally it will take them 1-2 hours to do the troubleshooting on the tron light, and everytime I call they have to do another troubleshooting for 1-2 hours. They didn't over 3 times with the same type of stuff. I'm not joking. I said can't you check the previous ticket? They said the first ticket back in January was closed, and second ticker was in Chinese. I said do you know what is record and google translator? Anyway, they did it for three times and without knowing anything but concluded with a solution, reinstall the OS. If you have any tech background, you know what does it mean, that means. Fast forward. I wasn't able to follow em up anymore because it took them so long to fix my problem. So I was like just let it be at least I can still work and play with my laptop. So in March I finally got time because of the COVID 19, and I started to contact Dell Philippines. So I started to send emails to them, but they don't reply at all. So I had no choice to contact China Dell agent re my tron light issue, and they did 15 minutes of troubleshooting, it was diagnostics with F12. So it took them 15 minutes and told me there is something wrong with the AW-ELC chip, so they advise me to change motherboard.and everything will be fine. So I still have to contact DELL Philippines again. Fast forward, they requested another troubleshooting. I said no need, you did 3 times already. Yeah you heard it right. another troubleshooting. I started to feel this is the way to push customers away. so they told me to download boot media and told me to backup the files as what the conclusion was.during the backup it was very unfortunate i used my 500GB to backup my files in C and i store media boot in my hardisk as well. turns out and eveyrthing was removed so i was very shocked,and very sad becoz the harddisk has been with me for 10 years+ it has so much of my memories and sentimental vaule but that wasnt their fault tho becoz they told me this will happen but i missed the key words.so i have to used a usb flash drive to back up whatever left on my pc. but i wasnt sure what happend during the trasnfering of file.i still lost all the files in 2020. which is making my day worse. so after reinstalled my OS, i realized it was just like recovery of OS. which means it was totally a wrong instruction told by em.we all know how easy it is to recovery, or to set a backup point. none of it they told me. and at the same time. installing of the media boot will not wipe out anything on DRIVE D. which i hope they shouldve told me earlier. so it wasnt that bad. fast forward. they were able to send a technician to my place and fix it yesterday. But They finally broke my Alienware. Yes. U heard it right. As in BROKE. and they also wiped out my 8 years of data that is stored in my PC. becoz after installed the system ,its corrupted, i didn't backup becoz installing motherboard has nothing to do with my Drive. and the audio is gone, and they left my keyboard wide open and cracked the lower part. i wasn't around when the technician cracked the lower part, i even asked him what happened, he told me he didn't know, but when i say i caught u on CCTV it was u . so he apologized it and told me to resche another dispatcher.and basically my OS was done that time. kept on the restart and restart. Alienware is probably the best product and most favorable gaming laptop in the WORLD that made by DEll but with this service. so i asked Thats y i asked em to pay for my laptop, they said its not their fault. i said if u dont pay just bring back my files then, which is IMPOSSIOBLE I THINK. they said they ll send another technitian to fix my audio and keyboard issue. i just cant trust what they do now,i m not sure what they deleted during the installation of the motherboard and what they hardware part they have missed I'm still waiting to speak to their manager tomr or Tuesday. i m just sending this email to see if anyone could help me. I regretted to buy 10units from Dell 2 yrs ago when my company made a group purchase for our employees. and i was going to buy Dell stocks as well. but it wont ever going to happen. i wanted to make long story short, but as i write this i still feel unbelivebly disapponited about their service and upset about my files so i cant stop myself to pour my disappointment out. so can anyone help?

ejn63 · Answer

The problem here is not Dell's - it's your failure to back up the data. That is not Dell's responsibility.

See #8 under the terms of sale you agreed to when you purchased the system.

https://www.dell.com/learn/us/en/uscorp1/terms-of-sale-consumer?c=us&l=en&s=corp&cs=uscorp1

ZZZZOO · Answer

installing the motherboard requires re-installing OS or deletion of files??

I don't know about that. pls enlighten me then.

and for the second time re-install of OS. it was unexpected even Dell Philippines didnt know that will happen and they didnt not advised me to BACK UP FILES AGAIN.

ok,Terms of service might protect DELL, but for the sake of CUSTOMERS SERVICE. cant DELL remind their customer b4 everything?

i said also for the first time i lost the file WANTS their fault. "that wasn't their fault tho becoz they told me this will happen but i missed the keywords"

and if u read everything that I said it s not just about the files. its about the hardware , audio, and physical damage and their professionalism.

ejn63 · Answer

It sounds like you didn't follow up as the technician advised. That's next, but don't expect any effort on Dell's part with your data recovery; that's simply not Dell's responsibility.

And yes, it's entirely reasonable to completely reload the system after a board change to eliminate any possible issues based on your initial Windows installation. It's pretty much standard practice among manufacturers to install a factory image/clean install after a major hardware repair.

ZZZZOO · Answer

You may still try to tell me to accept whatever it has happened to my PC and you may still tell me its my fault for being blunder not following their advice.  . I shouldn't follow it literally. I should've just do it my way by recovery the system or create a system backup point. rather than listening to their advice. You may still tell me its my fault for not backing up my files ever since. You may still tell me to read your policy, but yeah, but I'll try to make sure your higher department, the social media will read this ticket by any means also.

ZZZZOO · Answer

'It sounds like you didn't follow up as the technician advised.  That's next, but don't expect any effort on Dell's part with your data recovery;  that's simply not Dell's responsibility.' --- first of all ,neither technician nor the technical support ever told me that I have to back up my files again during the replacement of the motherboard. do u get it ???  do I need to repeat myself again? and as I have mentioned 2 times already, it wasnt their fault for the first time that i lost files.becoz i missed the keywords they said. but for the second time, DELLshouldve mentioned me about it. but DELL didn't. and DELL's technician was shocked and didn't expect my OS will be corrupted.   'And yes, it's entirely reasonable to completely reload the system after a board change to eliminate any possible issues based on your initial Windows installation.  It's pretty much standard practice among manufacturers to install a factory image/clean install after a major hardware repair.' --again, DELL DIDNT SAY ANYTHING ABOUT THIS BEFORE THEY CAME. nor they have mentioned to me that the OS will be installed again. it sounds u r such a professional guy on this matter,and btw who am i talking to here?? u  keep on telling me its my fault while ignoring what is the major part of my complaint. its not just your team's performance is disappointing but also yours.   i kept saying they broke my PC. they left the keyboard wide open and they cracked the lower part of my PC.and my audio is gone. and there is a new issue, the motherboard is somewhat get overheated very fast after they installed it. none of these ever happens b4. and i have no idea what they have done with the PC and OS. since they ve been fixing it for 3 CRAZY HOURS.  YOU COMPLETETLY IGNORE IT , KEPT ON TELLING ITS MY FAULT FOR THE FILE. i wish something like happen to u and then EMBRACE YOUR POLICY THEN! AND EMBRACE CRACKED PC THEN! and bring me a policy that says when the technician broke customers' PC, it should be customers' responsibility.

ZZZZOO · Answer

As you were so protective of Dell keep on saying its my fault. But you know what? My usb port on the right side is malfunctioning as well as I am trying to connect to my printer and usb. It was ok before Dell fix it. So is it still my fault this happens? Or are you still going to ignore it? Due to Dell's technician unprofessionalism which has brought me so much inconvenience and unpleasant experience.

monsterhunter34 · Answer

Hey man,

I am sorry to hear your problem. I had the same <profane> service from Dell 3rd party service in Turkey (cause that’s the only option) and even if i wanted to complain to Dell about their service they didn’t give any <profane> so don’t expect anything but none sense from this forum. In the end you need to find a way to punish them by your country’s own laws. I have contacted my problem to Dell in April and we are in June and they haven’t still fixed the problem. But I told them I will use my constitutional rights because their service and now they will give me a new device. I am not telling you this will happen but don’t expect any help from Dell’s itself.

ZZZZOO · Answer

Thanks my friend for your advice. There is a reason DELL is declining year by year due to their service.  You know I also have a MacBook which never had a problem for almost 3 years. In fact, Macbook is cheaper when I bought it. I'm happy for you that you got your new device man. Keep safe during these days. God bless. I'll be still waiting for their reply here and DELL 3rd party. Can anyone help?

ZZZZOO · Answer

open and you may reply to it. DELL-Admin> 1.it starts from my tron light.  they basically had no idea but told me wrong instruction telling me to reinstall my OS while I can just recover my system or create system backup points.2.they send the technician fixing my Tron light but broke my PC. such as: the keyboard is wide open, the lower part is cracked, the audio is gone, and USB is malfunctioning.3.since the incident happens,I tried so many times to contact em, but their lazy of way dealing my case is very disappointing.4.they have this 1 on 1 email reply system, so if the person who created the case, so no one can ever reply anymore. that means if the person who created doesn't reply.  no one can.so i had to call em so many times and it took more than an hr to explain to different person repeatedly. I am extremely affected because everyone is working from home what they did is affecting me so much!

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How do I file a consumer complaint against Dell Philippines?

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