Lousy Tech and customer service support

First off, NO company dealing with the public will direct a call to Corporate.

It would help if you detailed the problem and what service was performed.

Dell are not in the business of blowing customers off. I just had a keyboard replaced that had a single cracked key cap that worked OK, but I got tired of looking at the little chip in the cap. Used Dell Chat at 11:00 AM to request the repair, and the tech was there at Noon the next day to replace the keyboard.

A problem with Dell (and others) is that Tech Service is outsourced to India or some other low-cost place, and communication is a real hurdle. Not just you understanding them, but them understanding you. I have found that using the Chat line is much easier and gets the problem solved faster. In addition, you get a transcript of the Chat for proof of what was said/done.

There is also a way to escalate you issues. I don't have the contact info, but you can find it easily by searching the Forums.

Lemon Laws apply to cars not computers.

The Magnuson–Moss Warranty Act (P.L. 93-637) is a United States federal law, (15 U.S.C. § 2301 et seq.)

Would apply here.

The Magnuson-Moss Act contains many definitions:

    * A "consumer" is a buyer of consumer goods for personal use. A buyer of consumer products for resale is not a consumer.
    * A "supplier" is any person engaged in the business of making a consumer product directly or indirectly available to consumers.
    * A "warrantor" is any supplier or other person who gives or offers a written warranty or who has some obligation under an implied warranty.
    * A "consumer product" is generally any tangible personal property for sale and that is normally used for personal, family, or household purposes. It is important to note that the determination whether a good is a consumer product requires a factual finding, on a case-by-case basis. Najran Co. for General Contracting and Trading v. Fleetwood Enterprises, Inc., 659 F. Supp. 1081 (S.D. Ga. 1986).
    * A "written warranty" (also called an express warranty) is any written promise made in connection with the sale of a consumer product by a supplier to a consumer that relates to the material and/or workmanship and that affirms that the product is defect-free or will meet a certain standard of performance over a specified time.
    * An "implied warranty" is defined in state law. The Magnuson-Moss Act simply provides limitations on disclaimers and provides a remedy for their violation.
    * Designations:
          o A "full warranty" is one that meets the federal minimum standards for a warranty. Such warranties must be "conspicuously designated" as full warranties. If each of the following five statements is true about your warranty's terms and conditions, it is a "full" warranty:
                + You do not limit the duration of implied warranties.
                + You provide warranty service to anyone who owns the product during the warranty period; that is, you do not limit coverage to first purchasers.
                + You provide warranty service free of charge, including such costs as returning the product or removing and reinstalling the product when necessary.
                + You provide, at the consumer's choice, either a replacement or a full refund if, after a reasonable number of tries, you are unable to repair the product.
                + You do not require consumers to perform any duty as a precondition for receiving service, except notifying you that service is needed, unless you can demonstrate that the duty is reasonable.
          o A "limited warranty" is one that does not meet the federal minimums. Such warranties must be "conspicuously designated" as limited warranties.
    * A "multiple warranty" is part full and part limited.
    * A "service contract" is different from a warranty because service contracts do not affirm the quality or workmanship of a consumer product. A service contract is a written instrument in which a supplier agrees to perform, over a fixed period or for a specified duration, services relating to the maintenance or repair, or both, of a consumer product. Agreements that meet the statutory definition of service contracts, but are sold and regulated under state law as contracts of insurance, do not come under the Act's provisions.
    * Disclaimer or Limitation of Implied Warranties when a service contract is sold:

Sellers of consumer products who make service contracts on their products are prohibited under the Act from disclaiming or limiting implied warranties. (Remember also that sellers who extend written warranties on consumer products cannot disclaim implied warranties, regardless of whether they make service contracts on their products.) However, sellers of consumer products that merely sell service contracts as agents of service contract companies and do not themselves extend written warranties can disclaim implied warranties on the products they sell.

As the saga continues.....Some of you must have missed the part where i've (ALREADY) shipped my laptop back to DELL 3 times.  On 1-13-12 i called Dell because the issue with what they think is the LCD has not been corrected.  They informed me that a technician would come to my house after calling me on 1-16-12.  After not hearing from anyone i called Dell again on 1-18-12.  Again, i was told someone would call me and arrange to come out and fix it.  A guy named Mike called on 1-19-12 and left me a message.  I called him back 4 times and never heard from him again.  I called Dell on 1-20-12 and was told the same thing i've been hearing for a week, someone would call me that day.  What a surprise that i never got a call or anyone to fix my computer.  I called again today 1-21-12 and was told there aren't any supervisors because it's a weekend in India and i should get a call in the next 24-48 hours.  What kind of business that deals with consumers is run like this???  Monday, (if i get a call) will be 10 days since this latest fiasco began with no clear end in sight.  I get alot of unkept promises but no help from the Dell giant who not only refuses to do what's right, but, Insists there's no phone number or email for anyone at corporate.  There is no misunderstanding of the language between my english and tech support in India.  We both understand each other, but understanding language and actually providing what was promised are two different things!!!!!

Or you could try asking to speak to a supervisor if that fails escualte it to customer relations.

Keybuck7

I work for Dell and I am part of Dell's Social Media Outreach program, and the notebook moderator.  Please send me a private message with your contact information and your service tag and the problems that you are having with the notebook and I will be happy to research possible service options.

TB