I and my family have been loyal customers and have purchased many of your computers for over 20 years with very few problems or needed repairs. About a year ago, I bought a 27 inch all-in-one Dell Computer. Two months ago, I had to replace the video card. I know things like that can happen to any computer. But they made me go through so many steps, and then told me to reformat it back to factory fresh, and I lost everything. That was very disappointing. I use Dragon NaturallySpeaking to control my computer, and I lost all my files and had to start from scratch. I knew it was the video card from the start, but they refused to listen. Now, about a month ago, the computer completely died and would not turn on. Again, they made me run through a litany of tests. Which were impossible to do, because I explained to them it had no power, but they wouldn't listen. I have the 3 year in-home warranty, but they wanted me to send it out. They finally agreed to send a technician. He came and said it should be working. Well, it was still dead. I called them back and they told me I had to ship it back to the company. I explained to them my situation, and how it is difficult for me to accomplish this. But I was able to make arrangements and I shipped it back to them. It took over three weeks for them to diagnose the problem. I'm not asking for an overnight resolution, but that's a bit ridiculous! When I finally did get it back, it came with a letter stating, "Your system was tested for full functionality.". If that's true, why was the SSD card (that they recommended me buying to make startup faster) seem to be missing? Also, the touchscreen was no longer working. So, back on the phone for more unproductive conversations that lead to nowhere. They now claim the SSD card can cause damage down the road if you load the operating system on it. Well if that's the case, why did they recommend that I purchase it in the first place? As for the touchscreen, they have to send another technician out, because they believe a plug may have come out. Truthfully, I think they just replaced my other computer with a refurbished one that doesn't contain a touchscreen. It shows no sign of it in any of the system configurations. I've tried so many times to get results, but it's nothing but a runaround. I rely heavily on my computer to communicate with the outside world, and control things in my environment. I've been on several websites reading similar complaints about the customer service. Not only that, one of the people I spoke with was quite rude when I didn't understand his thick accent. He continually pronounced the word 'component' in a way I could not comprehend. And then got short with me for not knowing what he meant. I hope this letter does not fall on deaf ears. Like I said, I've always loved Dell products. But honestly, this may be the last one I ever buy.
Hi, We regret to hear that this happened. This is not the kind of expectation that we would want our customers to have after purchasing our products. I would like a chance to review your case history. Please send me a private message on the forum along with your service tag or the previous case reference number, email address and phone number so that I can go through the case logs and review its history and be able to assist you better. We understand you have been quite an ordeal with the service and the issues on the computer. Rest assured we will look in to this.
Sorry, I don't have my service tag, Or the previous case reference number. My email address is <Email id removed>… And my phone number is <Phone number removed>.