Worst Technical Support Ever Seen

Worst Technical Support Ever Seen

First, I want to start off by saying that both my father and I have been Dell customers for 10+ years and I am really sad to see what has happened to Dell’s tech support and customer support service. You were once knowledge and reliable, but anymore I feel like your support technical support team is useless. I’ll try to sum this up as best as possible as my last chance at a reasonable resolution.  My last resort will most likely be seeking legal counsel. As a legal analyst in a Global 200 companies General Counsel’s office, I feel that this might be the only way of effectively getting my issue resolve given the fact that no one seems to have the authority to do anything in technical support, and it is impossible to reach anyone in the United States with some amount of authority.

Three months ago I purchased an extended warranty for $241.49 because of ongoing issues\crashes from my Alienware Aurora since the time of purchase. My PC would experience crashes from time to time, which have become more frequent over the last few months of the original warranty. I had called to have this issue resolve several times under the original warranty, but it had never been fully resolved. Dell’s technical support finally gave in and decided to replace some parts blindly. They concluded that the video cards were over heating so they my manufacturer GT 240 video cards with refurbished 240 cards; which still resulted in over heating and crashing. A manager then decided to replace my dual 240 SLI’s with a single GTX 460 with my permission… I agreed, under the terms that I could buy a discounted second card (discount was still $100 more then on BestBuy.com). The manager, Mauricio, sent me the wrong video card… somehow they managed to send me an OEM card and a manufacturer card which were not compatible in SLI because they were not made by the same manufacturer. He also failed to tell me that I would not be able to use my Sound Card anymore. He also decided to replace the motherboard and liquid cooling system.

I sent back the manufacturer card and proceeded to use the one GTX 460 until a resolution was found for replacing the 2nd 460 card. After numerous calls to tech support, customer care, and messages sent to a customer relation’s liaison… I was finally sent a 2nd refurbished card. However, before receiving this card, my Aurura was not just crashing, but after several crashes it would not turn on anymore. Technical Support decided to replace the motherboard “again” because they may have replaced the motherboard with another “defective” motherboard. This time they replaced the motherboard again and the PC would not turn on. The PC would only make 6 beeping sounds continuously.

I called Tech Support who agreed that after 3 technician visits and several replacement of parts they would be putting my system in for authorization of a replacement and would follow up with me 3 days later. Four days passed and I had not heard from anyone so I called tech support again, who then told me they had to try and send a technician for a 4th time before they would agree to replace my PC. This time they are replacing the motherboard, the cooling system, the power supply, RAM, video cards, etc. Pretty much every component in the system except the hard drive and processor. The parts arrived today with the local technician who called to tell me he is backed up for several days and could not be here until Friday at the earliest… I am left with a broken PC which before Dell’s tech support team got there hands on, was at least in working condition.

I have spent countless hours calling people in India and Costa Rica who continue to give me the run around, hang up calls without returning them, lie to me, give me wrong information, etc. This is not the professional service I expected when I paid a huge premium by buying an Alienware. I have also been in touch with a customer relation’s laison who feels that I deserve a reimbursement for my extended warranty and a free extension. He has told me that I need to pursue customer care in order to do so. I have been calling them relentlessly and they continue to tell me that he “Has no idea what he is talking about” or “he must be mistaken”. When I relay this information back to him, he simply tells me I need to keep calling them and they will eventually “give in”.

If this is how you guys do business, I will never buy a Dell product again. This is my last chance at a diplomatic resolution. I would appreciate if someone in the United States with authority could please get back to me ASAP on these issues. Thank you!!