Unsolved
This post is more than 5 years old
4 Posts
0
2616
Dell Laptop problem
I bought a brand new laptop from Dell.com online with additional warranties to cover all the extra problems less than one year ago, purchased date is 9/18/2015, order # 883670347. 3 months after purchased, I had software problem and called the customer service. Spent 20-25 hours on the phone, problem could not get fixed and I was asked to ship it to them. So, I did sent it. Even Though I was told it takes 5 to 7 business days, took weeks. Finally, I got it back. Of course, all the software wiped out including office.
A few weeks ago I had hardware problem with the same laptop, called again, still laptop is less than a year old and still have all the additional warranties. I was asked to ship my computer to them again. I installed accounting software to run our business. Explained the person who answered the phone regarding accounting software that I am using, said to him our company is relay on it, without this software I cannot issue payroll, or can not do any other accounting transactions. I was told it takes only 5 to 7 business days to fix it. I said many times I have additional warranties please send your technician on side. I was said I had to ship it to them, no other solutions.
Unfortunately, I shipped my laptop on Jun 11, 2016 (17 days ago). Almost every day, I have been talking with technicians on the phone. I was told the screen is at backorder, therefore we are waiting for the part. This is not acceptable and I feel so bad and disappointed to spend that much money for this laptop. I could not do any accounting transactions and tried to explain to employees. This is hurting us very bad.
I really want my money back and return this laptop to the Dell after getting all my info/software from it. I just reported to BBB any other suggestions will be appreciated.
ejn63
1 Rookie
1 Rookie
•
87.5K Posts
0
June 30th, 2016 14:00
What system model do you have? And exactly what are the problems you're having?
ejn63
1 Rookie
1 Rookie
•
87.5K Posts
0
July 1st, 2016 12:00
You will need to work with Dell individually in order to arrange a system replacement.
The fundamental question: Why on Earth did you buy a consumer-grade notebook with a depot repair warranty for a business-critical system? The Latitude models are the ones designed for business use and can be ordered with next-business-day onsite service plans. Yes, they do cost 2-3 times what the Inspiron you purchased did, when so configured -- but running a business on a system that is designed for home use wasn't a wise course of action.
It's unlikely you'll get a refund -- and even if they replace the system, you'll still be stuck with a consumer-grade notebook. Once they resolve the issue, get rid of the Inspiron and replace it with a Latitude and next-business-day onsite service as you should have done in the first place.
vveli
4 Posts
0
July 1st, 2016 12:00
Inspiron 14, 5000 series - 5458
I bought a new laptop from Dell.com online with additional warranties to cover all the extra problems less than one year ago, purchased date is 9/18/2015, order # 883670347. 3 months after purchase, I had software problem and called the customer service. Spent 20-25 hours on the phone, problem could not get fixed and I was asked to ship it to them. So, I did sent it. Even Though I was told it takes 5 to 7 business days, took weeks. Changed motherboard - brand new computer changed mother board...Finally, I got it back. Of course, all the software wiped out including office.
A few weeks ago I had hardware problem with the same laptop, called again, still laptop is less than a year old and still have all the additional warranties. I was asked to ship my computer to them again. I installed accounting software to run our business. Explained the person who answered the phone regarding accounting software that I am using, said to him our company is relay on it, without this software I cannot issue payroll, or can not do any other accounting transactions. I was told it takes only 5 to 7 business days to fix it. I said many times I have additional warranties please send your technician on side. I was said I had to ship it to them, no other solutions.
Unfortunately, I shipped my laptop on Jun 11, 2016 (20 days ago). Almost every day, I have been talking with technicians on the phone. I was told the screen is at backorder, therefore we are waiting for the part. This is not acceptable and I feel so bad and disappointed to spend that much money for this laptop. I could not do any accounting transactions and tried to explain to employees. This is hurting us very bad. Still I do not have lap top back. I do not believe this laptop will go a few more months. Therefore, either I want my money back and return this laptop to the Dell after getting all my info/software from it or exchange with new one.
Thanks,
vveli
4 Posts
0
July 3rd, 2016 20:00
Thanks for your reply.
I was told getting extra warranties will eliminates this kind of problems, repairs will be done at side. I was misguided.. I used Dell in the past and never faced this kind of issues.
Any way, my problems are getting deeper, you will see what I mean by reading below e mail that I wrote to Dell on the same day of getting laptop back (22 days later). I already filed BBB and waiting for solution from Dell for a few days, if not, I will file a complain to Department of Justice. Any advise will be appreciated.
To Dell:
Dear Friends,
vveli
4 Posts
0
July 4th, 2016 09:00
Hi,
Refund and exchange - refused. Any suggestions? I already filed claim to BBB and prepared claim for Department of Justice. Any other suggestions will be appreciated. Since, I will not give up because of being so disappointed. I can not believe what Dell is doing.
Thank you so much,
ejn63
1 Rookie
1 Rookie
•
87.5K Posts
0
July 4th, 2016 17:00
See under "Arbitration" here:
www.dell.com/.../terms-of-sale-consumer