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January 6th, 2021 11:00
Terrible customer service
On Dec 3rd I started the process of getting my 2014 Inspiron 15z 5523 repair. The error code(3 beeps) indicating failure of the system board. After a couple of weeks Dell finally confirmed this and requested me to order and pay for the part. I did this and then I got an email to say the part was backordered. I tried to contact them to inquire as to why only once I paid was I notified of this. I sent 2 emails to an "Escalation" email address they provided over a period of a week which have never been responded to. I finally was able to talk with someone after repeated calls. I asked the question as to why I wasn't informed that the part wasn't available when they contacted me about ordering it. With todays systems this information is readily available. (I purchase millions of dollars annually for my company) Why would you tell a client what is required and then have them pay for it and then a couple of hours later say it was not readily available.
Then after 2 week time I get a call from Dell to say that my service request was being closed. No info as to why. After several days and many hours of calling I was finally able to talk with someone to someone today to find out why. Originally their response to me was that I cancelled the order. Only when I told them that was a lie and they dug further was I then told that they could not get the part so they cancelled the request. That's it...no other info or options to help me out. Just too bad, so sad. I only found this out after I spent the time.
I just found this out today so I wanted to make a formal complaint. I have spent the last 2 hours and 5 phone calls being routed to the wrong departments or being transferred and conveniently being disconnected. So this is the last resort to post something here. If there is no money to be made, Dell is not interested in talking to you.
I guess this post is to vent and make others aware. I have to replace this laptop and as I can't get it repaired elsewhere will need to purchase another. I have bought 9 or 10 systems from dell over the last 10-15 years and this is the support you get. I can guarantee the new laptop won't be a dell.
ejn63
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January 6th, 2021 18:00
While they should have told you up front that they don't have parts to fix a seven year old system, it's not reasonable to expect manufacturers to support systems forever. If you are planning to use parts availability for repair beyond three years as a criterion for buying your next notebook, you'll either be similarly disappointed, or you won't buy one from any manufacturer.
If you need a board for a system this old, your only option will be the used parts market - there are many boards ranging from $60-150 depending on CPU all over EBay at the moment - add another $100-150 for labor with a local shop if you want to go through with the repair.
Is it worth putting $200-300 into repairing a 7 year old system? Only you can evaluate that - but this system is beyond its design life by a factor of 2, so consider that.
Rickkaz
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January 12th, 2021 14:00
EJN63,
Thanks for the response. It's more than I have received from any Dell representative.
I had an issue just about a year ago with this laptop and at that time I was offered to pay for an extended warranty. So your comment about being 3 years too old doesn't really hold water to me. I think it's really about being able to make money off you.
From an original schedule of 5-7 days to over 30+days. And having to constantly follow up to find out what was happening. Being passed from one person to the next or disconnected on a regular basis.
My criteria for purchasing any product is quality and customer service. The point of my post was POOR customer service, which is exactly what I received.