EXTREMELY terrible tech support

Hi,

i am thoroughly  <ADMIN NOTE: Profanity removed as per TOU> and angry at the 'support' a representative gave me and would like to reflect the anger and dissatisfaction so that such terrible support will HOPEFULLY not happen again. Likewise, if possible, be directed to a feedback forum where such a response is more appropriate.

I contacted tech support regarding getting a new ac adapter because mine stopped working today; the lights on the transformer box didn't work even after trying many different wall outlets. Since my dell XPS laptop is my primary computer where I do all my work on, I was desperate in asking for a new ac adapter; I can't use my computer otherwise (battery limit of 2 hours). I thought my warranty, which had not yet expired, should have covered a replacement ac adapter as my friend had done so a while ago. However, I got conflicting responses from the representative saying that this was NOT COVERED. I questioned it and asked the representative if he could check but he only confirmed with me that IT WAS NOT COVERED. I even asked if such information could be found online because I really REALLY doubted it. He told me he did not know where.

In the end, after much delay, as I was in a rush, I agreed in purchasing a new ac adapter. However, he didn't let up there. He tried to convince me to buy a new battery because apparently, Dell batteries after 1 year tend to fail and leak MAGICAL LIQUID into my motherboard, ultimately destroying it, which would cost over $200 to replace.

At this point, I was very annoyed and displeased as clearly, such information was false (I'm an Electrical Engineer and Computer Science major at UC Berkeley) If this was true, there is honestly something very very very messed up with the batteries Dell provide, which would imply very poor quality computers produced by Dell. I hope such a point is not true.

In the end, I quickly purchased a $71 ac adapter replacement for my laptop, the exact cost on the website and ended my 'technical' phone call because I had to leave.

However, I was not convinced. Later in the evening, I searched online for details of what exactly my warranty covered. However, everything I found was very vague. But, I landed upon a forum post asking the exact question I had (http://en.community.dell.com/dell-groups/new-to-community/f/3511/p/19335476/20089714.aspx#20089714). A representative had responded with, "Sorry you are having problems with your power adapter, in the USA the power adapter is covered for the same amount of time as the computer. " I immediately contacted dell support again asking whether or not ac adapters were covered by warranty. This time, the person said yes, agreeing with the forum post. She kindly made sure my ac adapter was broken by telling me to start the bios screen on my laptop before ordering a replacement one for me.

Although this encounter went well, now, I have to cancel my $71 ac adapter order that was unnecessary along with 2+ wasted hours searching for information on dell's website and trying to figure out what was true and what wasn't. Hopefully, canceling an order won't take over an hour on the phone this time. Likewise, if the adapter gets shipped, I have to go through the trouble of mailing it back. Awesome

Again, I am THOROUGHLY DISPLEASED AND ANGRY. Not only did I get wrong information, I was marketed at; your representative tried to get me to spend as much money as possible instead of actually trying to help. (He tried to get me to buy a 9-cell battery, only later saying there was a cheaper 6-cell version. I know the difference) Whether or not this is a issue with the quality of Dell's components is a different story; I expect technical support to be about support, not advertising.

I hope this will not happen again as it clearly reflects internal disorganization and lack of professionalism.

Already, I am questioning whether I bought the right brand for a computer.

Thank you.