Formal complaints procedure

Without having tried the new battery, we'll never know if that was the fix or not.  But if it was after a year, it is quite possible the battery did need replacing. Whether or not the motherbaord was bad at that time (or went bad later) is unknown since they could not test the motherboard and its charging ability with a bad battery.....

You are correct, it does not matter if I like what is being said here or not. Whether I had been mistreated by Dell or not, though, I would not make unrealistic claims about the percentage of people unhappy with Dell.

I am assuming your case is over as it must be by now pretty far out of warranty. I understand your being unhappy, but I hope you understand that Dell could not test things until you had a known good battery. Getting a battery error message means just that - there is a problem with the battery, you should replace it. From the minimum description you've given, it sounds like the motherboard issue came about later (different error message), long after the battery (and perhaps your warranty) was dead. Had you gotten the new battery and that did NOT fix it, then Dell would have, under warranty, looked at and most likely replaced the motherboard.

Consider it this way... If I take my car in with a warranty complaint, but they cannot test drive it because it has no gas, I cannot expect them to fix the problem if it requires a test drive....

Anyway, good luck. Again, Dell laptops are not perfect, I understand that. But they are heads and shoulders above many common brands.

I am assuming you were out of warranty when the motherboard was determined tobe bad, judging by when you said this"

"still the fact remains I have a computer that many have and the issue is very popular and Dell as a company say that they will only cover it if the unit is in warranty"

If that is the case, whether  or not you are the Dell technician is not the issue. The issue would be that the defective motherboard was diagnosed after the warranty expired, which the time line is a bit unclear, as I recall you saying you brought this issue to them before the warranty expired... Since the plugged in not charging can be a symptom of a bad battery (that is probably the most common reason) and since the original battery was over a year old, that was not necessarily a bad diagnosis. Since that was not followed up on, they had no way to know if the motherboard was bad until your second call, the one presumably done when it was out of warranty.

Listen, if I was in your shoes, I'd be unhappy too. But the reality is, all laptops have issues - all of them. The power cord jack is the weakest link in most (maybe all) laptops, as people tend to let the cord be pulled, tugged, etc., which puts pressure on the jack to motherboard connection... It happens. My point in posting was to say that Dell is  average in terms of laptop reliability, and also that saying the 'majority' are unhappy is an exaggeration.

Finally, you noted you are not a Dell tech. I understand that, neither I am.

Good luck with things.....

You must be either from Dell or very misguided with a statement like "Dell laptops are not perfect, I understand that. But they are heads and shoulders above many common brands.".  That was what I thought up until I bought a notebook from Dell.  Maybe its the customer services which make the problem worst by trying to blame everyone but Dell for bad workmanship and faulty equipment.

I cannot comment on this particular issue, but I have had many faults with my notebook and in the UK under consumer law.  If I purchase an item and it spends more time being patched up (repaired) I have a right to complain and also a right to have the equipment replaced.

Do you know the percentage of returns Dell gets to make a statement like that and if you do I would love to know and your source of information.

I totally agree with your comment "If I tried to run a company that sold items that are flawed and did not offer any help or assistance I would not be in business long -- Dell is a monster company -- it will take some time but the poor customer relations will catch up to them ".  I am a teacher and I had the summer break to catch up with a lot of work.  However, my notebook has either been down, displaying problems or with the engineer.  I spent £600 ($900) only to have my machine not work and the only thing I have to look forward to is spending more money when it falls out of warranty.

You are so misguided and have no proof in what you say about Dell.  Most stats refer to sales, which is not an indicator for customer satisfaction as people make purchases for a number of reasons such as cost and possibly the fact that Dell will make to order.  However, how much repeat business do they receive, how well do they do in Customer Satisfaction issues, How many customers will recommend a Dell product.  HP costs are higher than Dell, but the quality of the product is far superior and customer satisfaction I would be surprised if they were lower.  Normally I only buy Dell and Sony, however as I wanted specific requirements from my notebook and felt Dell was the only company offering that.  My daughter who has recently purchased a Inspiron 10 advised me not to as the customer support was terrible.  I thought she might have bought the cheapest spec, so I went ahead with my purchase...  She was so right it is not until it goes wrong you find out how unimportant you feel as a customer.

With your statements about Apple have you ever owned an Apple computer and where does you information come from.  The one thing I know is that most people on here have a Dell computer.  You have come on complaining about another company, which cannot be substantiated in this forum.

As I am a user not a Dell Technician, what you suggest I should not be expected to do or even something, I would know how to do.  Obviously, you are very experienced in fixing computer, so much so why would you purchase a Dell instead of making your own.  (You are demonstrating too much knowledge for a mere user, Mr Dell Support)  If you know this as a User (which I doubt you are) then shouldn't Dell Technicians have already know and performed this?  Or you saying a user has more knowledge than the Dell tech's, which enforces my doubts regarding Dell.  I really do not believe you have heard what I said about the way in which I purchase. 

I do not buy the cheapest as along with that you get a load of problems, so I spend money initially so I do not experience any problems.  Therefore, if I buy a product, the best kind of warranty is not something I look at, as I do not expect the equipment to breakdown.

I have no interest in buying another Dell regardless of what is done as the customer support treat me in a way that I would not have expected from a major corporation.

I feel very offended that you feel I have exaggerated my claims.  I wrote to the corporate office, whom will now deal directly with me.  This is only after getting Trading Standards involved (UK Government body which protects consumer rights) and now I feel you are from India and a part of Dell's customer support which makes it even worst on Dell's part that they set up a forum and then try to infiltrate it with propaganda and trying to discredit users.  It is was not for this forum I would not have tried going to the Corporate office and Dell would have probably waited until my warranty was out to tell me there is nothing they can do.

What Dell products do you have and where is the world are you Mr Dell Support person? Shame on you and Shame on Dell that's a corporate low!!!!!

I like your comments, which is the point I was trying to make.  I feel the problem is mainly with the Dell Support as oppose to bad equipment.  My initial problem was exasperated by the support person and then totally fixed by another who seemed far superior in knowledge.  However this still makes it a Dell problem for trying to cut some much cost it affects the customer.

However, I have to thank you as you have shed light at the end of my warranty.  We have many Geek squad in the UK who perform excellent work at a reduced price (only downer is they always want to explain the problem to me, but I can live with that). I just would have liked my experience with Dell to have been a better one especially as a first time customer.

OMG thanks for the reply -- I was beginning to think I was speaking in a different language -- trying to explain that I did all Dell told me to do and they were the ones saying the motherboard is bad -- may be the machine but my complaint is with their dealings with me -- hours on phone with no resolve, I think their tec department charges you -- if not in warranty -- an arm and a leg to talk to them and they don't know anything

I am not misguided - here is a laptop reliability survey done by an independent service contract company. They'd know what breaks and when...

http://gizmodo.com/5406415/laptop-reliability-study-asus-and-toshiba-come-out-on-top

I don' t know how much of the rest of your monologue is aimed at me, but yes, we have had Apple laptops, currently there is a MacBook pro that we own. They are more reliable and do have better customer service according to most things I have read... But, if I called with a battery issue when the battery when the battery was over a year old, I'd have to BUY the battery. If I called with a bad MOBO outside of warranty, I'd have to pay for that repair.... That be the same for any maker I am aware of.

(EDIT: Never mind... You weren't referring to me, as I don't work for Dell Support, but I'll let my comments stand.)

It is not that Dell doesn't care.  You have either been misrouted to incorrect departments that support your model or recieved assistance (or lack ther of) by an individual.  I don't say all of a certain race is bad, just some of the people are.  In north america the Dell support # is free so I am not sure why you are complaining about charges to your phone unless you are using a cell which is your own mistake. Keep at it and it will be resolved.  Don't lose faith.  All companies with thousands of tech agents will have bad apples.  Stick with the company that has impressed you the most with the product itself, not the support.

Do you by chance, work for Dell? The product is not as high quality as it was years ago when tech support was in an English speaking country. DELL DOES NOT CARE! All they are interested in is getting your money and keep shifting you from one non English speaking country to another. I have been on tech support for as long as 8 (truthfully ~ not kidding) hours. It fixed nothing. More than once I told them the HD was bad. (I am not stupid and know something about computers and how they work).

This week I spent another 4 hours on the telephone with one person. That was AFTER being passed from person to person for over an hour. After demanding to speak to an American supervisor who spoke "very good Engish" I was connected to North American tech support (three times) and was told each time they couldn't do anything unless I wanted to "pay for it". (maybe that is where the "charges to their phone" came from, huh). I had already put out $250.00 for a Dell Solutions Software warranty which never fixed my problem. I still have it. BTW, my Dell XPS Studio laptop is 11 months old and still supposedly under warranty. After this last miserable experience with Indian tech support I was told "Ms ______, I have decided the HD and the OPTICAL drive are both bad and I will transfer you to our hardware department to have them send a technician to your home." (DUH! What had I been telling them?) As per my original warranty, "next business day service". That was last Tuesday. It took the hardware department over an hour to "write his report". after which I was told a technician would call me on Wednesday between 8:00 AM and 10:00 AM. and would replace both drives Wednesday. Well, this is Friday and I am still waiting for the machine to be fixed. Oh yes, the technician did call me this morning and said he "might stop by this afternoon, but set an appointment for 9:00 AM Monday". That is not what I would call "next business day service"! More like "next week" service.

You say, "I don't say all of a certain race is bad, just some of the people are".  We're not talking "race" here. I don't care what their race is as long as they are qualified to do their job. I have not run into one person (black, white, brown, yellow, pink or green) who knows what the hell they are doing. If they did, I would not have had to spend endless hours on the telephone and nothing has been fixed.

You say, "In north america the Dell support # is free..." Would you care to share that free North American phone number with us?

You say, "Keep at it and it will be resolved." How long are we expected to "keep at it"? A reliable, caring company should be able to resolve an issue within, say, a day at the most. Dell is neither reliable or caring. 

You say, "All companies with thousands of tech agents will have bad apples". I must really be unlucky. I have not found one of those "good apples" yet. What are the odds of that? Not good I would say.

Yes, I was impressed with Dell 15 years ago whem my company bought them for business use. I was so impressed, I bought 2 over the years for personal use. Then I decided to have one custom built from a local shop. When it gave out last year I decided to go back to Dell. What a mistake that was. I will never spend another American penny with Dell. Over the last 11 months I have personally told them that, but do you think that scares them? Absoulutely not! They will always find another poor unsuspecting soul to prey on, and screw over.

This is just the short version of what I have been through with Dell. The long version would take up more space than this forum could provide.

I hope Dell pays you well for your positive testimony. It is the only posiive post I have seen.

What you're describing doesn't sound that bad. Except if they broke a contract to be out next business day, that I can understand. If that is the case Dell will usually make it up to you somehow by offering free goods or services.

I went through something similar when they were unable to change my order, they actually gave me a free RAM upgrade and free laptop case. I have nothing but positive things to say about them, but being a computer professional myself might make me a bit biased because I can solve most things on my own.

I am unhappy about a few things but they are minor. One is a lack of a BIOS update for processor support, but that's on a four year old laptop, so I can understand. Business to business though Dell does a fantastic job, that I can say for sure.

"Except if they broke a contract to be out next business day"

One thing many people do not understanmd about Next Business Day service is this clause....

"The actual response time on the next business day is dependent upon parts delivery to the technician for the customer's local area. "

In other words, if the parts are not sent to the tech, or if they have a parts shortage (such as all the laptop mobos being replaced due to the nvidia issue), the user will end up waiting longer than next busines day. Stinks, I know, but it is all part of the warranty contract....

Also, someone asked about a North American phone number... I think there was a misunderstanding. The call is toll free for North American customers, but that call is routed to another continent. The only way to guarantee North American Tech Support is to pay extra for it.

Hope this helps.

What you're describing doesn't sound that bad. Except if they broke a contract to be out next business day, that I can understand. If that is the case Dell will usually make it up to you somehow by offering free goods or services. I went through something similar when they were unable to change my order, they actually gave me a free RAM upgrade and free laptop case. I have nothing but positive things to say about them, but being a computer professional myself might make me a bit biased because I can solve most things on my own. I am unhappy about a few things but they are minor. One is a lack of a BIOS update for processor support, but that's on a four year old laptop, so I can understand. Business to business though Dell does a fantastic job, that I can say for sure.

If you are referring to my post above as not "sounding that bad", I beg to differ with you. Not honoring the "next business day" agreement is the least of my complaints and I don't need or want any of their "freebies". It is "bad" anytime someone has to spend litterally hours on a telephone call where absolutely nothing is resolved. I am not at all confident that the promised drive replacment will actually happen. I have a feeling that they will somehow wiggle out of their promise to provide what I paid for when I bought my laptop. I DO NOT trust Dell anymore. I will let you know if they do get it fixed. I will also have a lot more to say if they do not fix it. For all of us who are not "computer professionals", we need a company who can provide "computer professionals", which clearly, Dell cannot provide. I am basing that assumption on my own experience AND the experience of most of the people on this forum.

"Except if they broke a contract to be out next business day" One thing many people do not understanmd about Next Business Day service is this clause.... "The actual response time on the next business day is dependent upon parts delivery to the technician for the customer's local area. " In other words, if the parts are not sent to the tech, or if they have a parts shortage (such as all the laptop mobos being replaced due to the nvidia issue), the user will end up waiting longer than next busines day. Stinks, I know, but it is all part of the warranty contract.... Also, someone asked about a North American phone number... I think there was a misunderstanding. The call is toll free for North American customers, but that call is routed to another continent. The only way to guarantee North American Tech Support is to pay extra for it. Hope this helps.

Thank you for clearing up the "next business day" clause. Dell should include the whole statement, not just the part they want to sound good.

I referenced the "North American phone number" in my post because it was in the post I was replying to. I know the support number is free (I've called it often enough), and I know it goes to another continent whom I have talked to often enough. The post I was quoting from made it sound like North American support was free, which I know it is not.

Hope this clears up some of my post.

I will let you know if they do get it fixed

A computer technician came to my home 2 days ago and I got a new, er, make that REFURBISHED hard drive and optic drive. I have not got it all set-up yet, but seems to be working ok. If only the telephone techs had known what they were doing, it might have saved Dell a customer. As it stands, I will never be a Dell customer again.

I will let you know if they do get it fixed

A computer technician came to my home 2 days ago and I got a new, er, make that REFURBISHED hard drive and optic drive. I have not got it all set-up yet, but seems to be working ok. If only the telephone techs had known what they were doing, it might have saved Dell a customer. As it stands, I will never be a Dell customer again.