3-IN-1 PRINTER, INTERNET, HARD DRIVE PROBLEMS

Question

Purchased the Christmas 'Special' for $899.00 in December with bonus of Lexmark 3-in-1 printer, copier, scanner. Received the computer but not the printer. The printer wouldn't work--had to Customer Service to install a special driver before I could print. Used the printer intermittently for about 2 months when the cartridge ran out. My Hewlett Packard cartridge lasted 3 years. I refilled the cartridge with a refill kit. The printer quit working within 1 week. Lexmark won't honor the Warranty because I refilled their cartridge. Dell won't honor the contract because you only have 1 month to register complaints with the printer otherwise Dell will not stand behind what they sell. Dell would not even respond to my complaints after the initial communication, nor would Lexmark. Someone was accessing my Internet account. I changed to MSCONFIG settings so that only my anti-virus program, a calendar and the computer manager could access my internet service but several times every day someone was dialing into my computer. My husband and I both listened as it would dial itself into the internet. Regardless of who I talk to no one seems to think this is possible but IT IS HAPPENING. I tried to restore the computer to the original date because somehow all my genealogy (months worth of information) has been deleted from the computer. I have also lost the latest version of the genealogy software and cannot access it. The computer will not allow me to restore it. I asked the Better Business Bureau (BBB) for help and received a response within two weeks from Dell Corp saying they won't do anything to correct the problem because it is out of warranty. I have filled in the form that the BBB sent me expressing my extreme dissatisfaction with Dell Corporation who sold me this piece of junk! I guess my last resources are to go through a local television station who offers support for the little guy and/or a lawyer. This problem has been extremely stressful. I am wondering if there are any others out there who feel the same. Maybe we should get together and compare notes. My E-Mail is Sharenor@yahoo.com. Please contact me if you have similar complaints, maybe together we can get some satisfaction on these problems!

Starter · Answer

Sounds like you have some problems. Most likely Dell will fix the problems if the right person is contacted. At least that has been my experience.

First would suggest that you upgrade your dealings with Dell to a supervisor. Get name, number and record all contacts.

Second you would probably get better / more response from the Delltalk Customer Service forum. Keep in mind that Delltalkers are customers only; however, A dell Tech is more likely to respond to you on the CS forum.

And finally, a lot of people have received help in resolving such problem from PC World Magazine. FYI, if you do not subscribe, you may should look into it. I have found the magazine and services very useful.

http://www.pcworld.com/features/article/0,aid,94583,00.asp

And , good luck.

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ostell · Answer

Why not buy a Lexmark Cartridge, then report the problem?

Your "someone dialling out" could just be a virus. Had that one, can't remember the name of the virus. No matter what you disable the virus is going to dial out and connect to another machine. That's probably were your data has gone.

You did update and run Norton AV regularly didn't you? About once a week at least.

Could you not recover your data from your backup?

Restoring to original date surely will remove any additions since that date. That is probably why your genealogy program disappeared.

Roschg · Answer

I am confused. Your printer warranty and manual states the manufacturer is not responsisble if you use 3rd party refill kits. You used a cheap refill kit, which kills your printer within a week and now you expect either the manufacturer or Dell to fix it or replace it for free!!! I do not understand. It seems this is entirely your fault for using a cheap unapproved ink refill kit. If you put 87 octane gas in a car requiring premium and destroyed the engine would you expect the car co to give you a new car too?

SharonNorager · Answer

You assume much in your criticism. To begin with I did not ask for a replacement, therefore you don't know what I expect from Dell Corporation.

I had trouble with the printer from the moment I received it, first--I could not use the scanner or copier and that had to be fixed, then the cartridge problem occurred.
The cartridge lasted 2 months--my Hewlet Packard cartridge lasted 3 years. I used the printer very little for personal use only. The cartridge should have lasted a reasonable length of time and two months for minimal printing is not reasonable. Also, I did not replace the cartridge, I only refilled it. The refill kit was purchased through a well known national distributor. I could have lied about refilling the cartridge and just replaced it with a new cartridge before reporting the problem but chose to be honest.

I purchased and paid for the computer package through Dell Corporation--that makes them responsible in my opinion. If I buy a house the general contractor is responsible for a full year. If I purchase something through Walmart or any other retail store they stand behind what they sell for a REASONABLE length of time.

In addition to the problems I listed there have been many, many others not listed with the computer that I have no idea how to fix and Dell's Customer Support cannot fix the problems either.

I trusted Dell Corporation because of their reputation. I wanted and needed a company I could trust with excellent customer support to help me through this highly technical experience and I have been disappointed.

SharonNorager · Answer

I appreciate your kind reply to my comments.

I have an anti virus program (not Norton) and it was supposed to be running at the time this virus hit--when I restored the computer to an earlier date that fixed the problem--thank you so much for that suggestion.

Also, I was supposed to have received Works and Word SR 2000 already installed on the computer but did not receive them and the backup disks give me an error message that I do not understand. I called Technical Support and they sent a new copy of those programs but I get the same error message and cannot install those programs.

Because there is no printer now I cannot print error messages, instructions on how to fix things, etc and everything has to be hand written. I find it hard to believe that Dell won't stand behind what they have sold me, even Walmart stands behind what they sell and if I were to buy a new home the general contractor would stand behind it for a reasonable period of time. I am very disappointed in Dell.

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3-IN-1 PRINTER, INTERNET, HARD DRIVE PROBLEMS

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