1. December 22,1999 I received my Brand New Dell Computer I paid $2,431.72 for.
2. Beginning right away, December 23, 1999, my computer kept locking up and doing other mysterious things. Yes, this was in the 30 day Warranty period.
3. During my 30 day Warranty period I was assured by the Support Tech that the problem would be resolved. Reason for not returning my Dell Computer right away.
4. After numerous calls to Dell Support between January 10, 2000 thru today April 30, 2000, and after many visits to my home by Dell to replace the Motherboard, CPU, Memory, Power Supply and the Hard Drive, Dell conceded that I got a Lemon and was going to send me a new computer.
5. Friday, April 28, 2000 I received my new computer.
6. I set up my new computer and low and behold I saw a big tag on the box that said REFURBISHED.
I paid $2,431.72 for a NEW upgraded computer in December and now in April I have a $2,431.72 USED computer.
Nope...sure doesn't...I had a variety of McAfee related problems that led to a few formats (and the dumping of McAfee) early on, and had nothing but cooperation from Tech Support, INCLUDING (and I was a little surprised, but most appreciative) the suggestion that I lose the McAfee that came with the system - this didn't strike me as an outfit that was trying to "cover anything up."
I think there's a time limit (not an unreasonable practice) for requesting a refund...I wonder if maybe you waited too long to request that? As far as fixing vs. replacing, I can see where it would be in their best interest to attempt to get you a system that works, and that you're happy with, rather than sending you to one of the other companies...it's said that satisifed customers make repeat customers, and I imagine that this is their intent behind trying to get you fixed up.
I'm responding to your post on an XPS T450 that, despite some early problems, and my daily best efforts to the contrary, as far as my lack of expertise, as well as trying to "multi-task" to the nth degree, works exceptionally well for me. I hope that the conclusion of your dealings with Dell yields the same results for you.
Good Luck!
"Humanatone Lullabye"
"No One Is Ever Completely Worthless...They Can Always Be Used As A Bad Example."
Good luck! A new CPU did not solve my problem nor did a new memory board, motherboard, power supply or hard drive. and my new computer is locking up too.
Don't stop. Post on other internet sites, ie stock sites, (fool.com) Yahoo sites, etc... I am getting alot of response from great people with suggestions as to what to do. You seemed to be as unhappy as I am. I just e-mailed Michael Dell, so do that to. Keep on this forum and post your story to anyone with these problems and people looking to buy a Dell. They can't do this to people! I'ts alot of work keeping up with the e-mails but you've got to keep at it!
Did your computer come with McAfee VirusScan? I got my computer in Dec of 1999 also & had many of the very same problems you describe & more. i thought I had a defective computer too until I started learning how to tame VirusScan. Just one example of my latest scuffle with VS: I updated the software for my CD-RW & my computer began crashing repeatedly. I disabled everything in the startup menu then went back & re-checked each item one by one & rebooting after reenabling each item. My computer worked flawlessly until I reenabled VS & it crashed immediately. What CD-RW software & VS have to do with each other is beyond me but there is no question that VS was at fault. As long as I leave VS disabled I never have a problem. I've also found that each update of the VS DAT files is an never ending adventure. One DAT file will cure or at least partially correct a problem the last one caused then the next DAT will again aggravate the problem I thought was resolved by the last DAT.
So far I've traced problems with crashing, inability to run scandisk, defrag or the Maintenance Wizard, problems shutting down, slow jerky mouse response, slow loading of web pages, slow connection speeds, frequent BSODs & other error messages directly to VS. I now firmly believe every problem I've ever had has been caused by VS.
I've also found that if I post the exact error messages I get along with a description of what I was doing when the problem occurred there are always literally dozens of people on DellTalk who will help you. Nobody can help you if you just say my computer "locks up 6-15 times a day".
In the spirit of fairness, the article you reference has nothing to do with the issues being discussed here. The thrust of the article is dealing directly and only with Dell's (new) corporate account clients, a different matter from the consumer division. A quote from the author of the story:
"The reported problems appear to be limited to new corporate accounts in North America and Europe. Existing accounts and consumers have no real complaints, Enderle said."
If you will check the customer satisfaction surveys, performed annually by PC Magazine (and others) via a subscriber mail-out, you will find that Dell has been ranked #1 for 9 of the past 10 years and, by ever-increasing margins.
A computer is just a machine, a collection of hardware parts assembled and powered by software. Most develop glitches at one point or another...none of which is unsolveable. If your computer is "locking up" there is a reason for it. Why don't you post the specific error messages (if any) you are getting, what precipitates the lock-up, any information you can and see if someone here can't solve it. Most of the time the answer, when found, is simple. The "regulars" on this board are really pretty good...they learned what they know not by formal training but, by working through their own issues...including, "lock-ups".
Thank you, I will try your approach of listing the specific problems I am having with my Dell Computer. I have already listed them, in detail, to Dell tech people. But, perhaps, as you suggest, someone on this board knows more than they do. (Actually, this would not surprise me.)
Also, in the spirit of fairness, I am not a consumer but a small business that was promised next day service and is not receiving it. Also, read the comments that accompany the ZD Net article -- which have everything to do with the issues being discussed here.
As you say, a computer is just a machine which is liable to malfunction. But, in my 20+ years of using computers, I have never had one that malfunctioned so seriously and so often as this one.
kimbonick
53 Posts
0
May 2nd, 2000 13:00
To make a super long story short...
1. December 22,1999 I received my Brand New Dell Computer I paid $2,431.72 for.
2. Beginning right away, December 23, 1999, my computer kept locking up and doing other mysterious things. Yes, this was in the 30 day Warranty period.
3. During my 30 day Warranty period I was assured by the Support Tech that the problem would be resolved. Reason for not returning my Dell Computer right away.
4. After numerous calls to Dell Support between January 10, 2000 thru today April 30, 2000, and after many visits to my home by Dell to replace the Motherboard, CPU, Memory, Power Supply and the Hard Drive, Dell conceded that I got a Lemon and was going to send me a new computer.
5. Friday, April 28, 2000 I received my new computer.
6. I set up my new computer and low and behold I saw a big tag on the box that said REFURBISHED.
I paid $2,431.72 for a NEW upgraded computer in December and now in April I have a $2,431.72 USED computer.
...and still locking up!
Good Luck in your adventure.
Goonboy
2.4K Posts
0
May 2nd, 2000 13:00
Nope...sure doesn't...I had a variety of McAfee related problems that led to a few formats (and the dumping of McAfee) early on, and had nothing but cooperation from Tech Support, INCLUDING (and I was a little surprised, but most appreciative) the suggestion that I lose the McAfee that came with the system - this didn't strike me as an outfit that was trying to "cover anything up."
I think there's a time limit (not an unreasonable practice) for requesting a refund...I wonder if maybe you waited too long to request that? As far as fixing vs. replacing, I can see where it would be in their best interest to attempt to get you a system that works, and that you're happy with, rather than sending you to one of the other companies...it's said that satisifed customers make repeat customers, and I imagine that this is their intent behind trying to get you fixed up.
I'm responding to your post on an XPS T450 that, despite some early problems, and my daily best efforts to the contrary, as far as my lack of expertise, as well as trying to "multi-task" to the nth degree, works exceptionally well for me. I hope that the conclusion of your dealings with Dell yields the same results for you.
Good Luck!
jcbjwwb
12 Posts
0
May 2nd, 2000 13:00
kimbonick
53 Posts
0
May 2nd, 2000 13:00
Kimberly
kimbonick
53 Posts
0
May 2nd, 2000 13:00
Don't stop. Post on other internet sites, ie stock sites, (fool.com) Yahoo sites, etc... I am getting alot of response from great people with suggestions as to what to do. You seemed to be as unhappy as I am. I just e-mailed Michael Dell, so do that to. Keep on this forum and post your story to anyone with these problems and people looking to buy a Dell. They can't do this to people! I'ts alot of work keeping up with the e-mails but you've got to keep at it!
Good Luck
Kimberly
Kenny Williams
1 Rookie
•
67 Posts
0
May 2nd, 2000 16:00
So far I've traced problems with crashing, inability to run scandisk, defrag or the Maintenance Wizard, problems shutting down, slow jerky mouse response, slow loading of web pages, slow connection speeds, frequent BSODs & other error messages directly to VS. I now firmly believe every problem I've ever had has been caused by VS.
I've also found that if I post the exact error messages I get along with a description of what I was doing when the problem occurred there are always literally dozens of people on DellTalk who will help you. Nobody can help you if you just say my computer "locks up 6-15 times a day".
Dan Manley
1.4K Posts
0
May 2nd, 2000 16:00
In the spirit of fairness, the article you reference has nothing to do with the issues being discussed here. The thrust of the article is dealing directly and only with Dell's (new) corporate account clients, a different matter from the consumer division. A quote from the author of the story:
"The reported problems appear to be limited to new corporate accounts in North America and Europe. Existing accounts and consumers have no real complaints, Enderle said."
If you will check the customer satisfaction surveys, performed annually by PC Magazine (and others) via a subscriber mail-out, you will find that Dell has been ranked #1 for 9 of the past 10 years and, by ever-increasing margins.
A computer is just a machine, a collection of hardware parts assembled and powered by software. Most develop glitches at one point or another...none of which is unsolveable. If your computer is "locking up" there is a reason for it. Why don't you post the specific error messages (if any) you are getting, what precipitates the lock-up, any information you can and see if someone here can't solve it. Most of the time the answer, when found, is simple. The "regulars" on this board are really pretty good...they learned what they know not by formal training but, by working through their own issues...including, "lock-ups".
Dan
jcbjwwb
12 Posts
0
May 2nd, 2000 18:00
Also, in the spirit of fairness, I am not a consumer but a small business that was promised next day service and is not receiving it. Also, read the comments that accompany the ZD Net article -- which have everything to do with the issues being discussed here.
As you say, a computer is just a machine which is liable to malfunction. But, in my 20+ years of using computers, I have never had one that malfunctioned so seriously and so often as this one.