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Customer care not respecting terms
My XPS13 had problems with the touchscreen on last Tuesday, 12/06, and I immediately called the support.
I have a Premium Support (244 euros per year).
I had already tried updating the drivers and uninstalling and reinstalling the device and all that jazz, but nothing happened.
The person who answered the phone took control of my pc and did the same things I had already done.
Ok, let's say this is standard procedure.
After that, they told me to format and reinstall Windows.
I had to backup everything and of course I lost all the software I installed (meaning that I will have to waste time reinstalling everything once and IF my pc will work again).
After that, lo and behold, the device was still not working, as I had already told to the customer care.
They explicitly told me that they would send a technician with the MOTHERBOARD and a new screen.
The technician was supposed to show up on Thursday, but he arrived on Friday.
4 days without working, for me.
Then he did NOT have the motherboard!!!
He installed the new screen but of course nothing changed. Now I even get multiple blue screens if I try to do anything, even at the login!
I wrote back to the customer care and nothing happened until today at 1 pm when they wrote me that they will open the new request but the technician will contact me PROBABLY on Wednesday.
What happened to the terms of contract? I read that Dell should send me someone the day after the request, not two or three days minimum after the request!
Also, the customer care told me it's not their fault if the technician didn't have the spare part, somebody else decided not to send the motherboard. Who, then?
It's nobody's fault: everybody is saying it's someone else's responsibility.
So now I will have to wait until god knows when to TRY to solve the problem (because we don't really know if it is the motherboard or not).
TWO weeks without working.
You should send me a new computer if this one is faulty, as per the EU legislation. This computer is 1 year old and it has serious issues and I am entitled to a new one since this happened before the two years mentioned in your contract.
Or, at least, you should give me some sort of compensation for my two wasted weeks of work!