Awful Customer Service

Question

I purchased a Dell Inspiron 7500 on July 20th, on September 3rd I hooked an HDMI cable to it to watch via my TV, the laptop went black, had no power, would not turn on, would not charge. I called Tech Support and they had me hold the power button down for 30 seconds which worked then he ran a systems check all seemed fine until this past Sunday (9/12) when I plugged the HDMI in again and the same thing happen but this time it would not turn back one, nor charge. I called tech support and it was determined that the motherboard had a catastrophic failure and would need to be replaced. I accept this resolution until it was determined it would not be in stock until 11/30. I was told I could have the system replaced but with a REFURBISHED one. This is NOT acceptable. I purchased a new system that is less than two months old and should not have to take someone else's issues. Nor should I have to take a system that may have much more than two months' worth of use on it. I am again waiting to hear from the Advanced Resolution Team all the while not being able to do my job effectively. I have made 5 phone calls and chat sessions only to have no resolution and no working laptop. I will be taking this to my 500,000 followers on Twitter at this point as I have had no one who has helped me, I then will be showing up at the Corporate Headquarters as I will be in Texas next week for work WITHOUT a computer to my job. I will also make sure my company who replaces our 3000 laptops every 3 years will NEVER use Dell and YES I have that pull! Very disappointed as I have had Dell's before and never had any issues.

ejn63 · Answer

Any system that's more than 30 days old, if replaced, is replaced with a refurbished unit, not a new one.

Dell Consumer Terms of Sale

As for the rest, it's up to you; rather than avoiding Dells, if these are for corporate use, a Latitude would be a more prudent purchase recommendation.

Dina1208 · Answer

Sorry but that is not acceptable! I should not have to take a refurbished laptop for what is a catastrophic motherboard failure. Why should I have to take a refurbished one that may have months of use on the other components when I paid for a new one and mine is less than two months old. That is nonsense.

Customer Care

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