XPS OVERHEATING

DELL DOES NOT WANT TO KEEP THEIR CUSTOMERS

I just got off the phone with a dell respresentative.   He called me bacause I posted a complaint on a blog last week.  They wanted to fix my computer even though it was "out of warranty."  The blog I read said it is a known issue and since it is known they will add a year to my out of warranty. 

I have already shipped my XPS 1330 to Dell three times.  The last time they shipped it to Oklahoma instead of Texas.  They wanted to let the owner of the address refuse the package and then they would re-route it back to me.

So imagine my hesitation/refusal on shipping my only computer for a FOURTH!!! time and it would only be  gone 7-10 working days.  Oh, is that all. And what am I suppose to do in the mean time without a computer that is overheating due to a known issue.

I will continue to put ice packs under my computer because it gets so hot, it burns my lap.  Does Dell care, nope! They can't send a technician out because that may not be the problem.  Well,  funny how last week after 5 phone calls to Dell a tech told me the heat sink needed to be replaced.   They were willing to charge me and have it shipped for the replacement part. Then I read a blog that said Dell has a known issue with this computer overheating.

In short: Last week Dell was willing to charge me to replace a part at my own time and expense.  Again, I have already shipped my computer to Dell three times and the last time it went to someone else.

But now this week,  after filing a complaint, they are willing to fix it but they don't know what it could be and they can't send a technician because it MAY NOT be that part.  Which is it?  It is XYZ part if I have to pay for it but if they have to fix it on their dime, they don't know which part it could be?

I refused to give up my computer for another 7-10 days.  The rep was more than willing to send me a box to have it fixed. I said I would pay to have my computer overnighted (at my own expense) to speed things up, nope, can't do that either, it might mess up their tracking.

Okay, in a nut shell:

1. if i am paying for it, it is a XYZ part and they are more than willing to help even though another rep says it might not be that part.

2. they have a known issue with this computer and they can't send out a technician because it might not be that part OR  the part they want to charge me for?

3. they have no problems asking me to be without a computer for 7-10 days even though I am willing to overnight at my cost. Not an option.

4. The solution: the respresenative was happy with me when I finally told him I would take it to Best Buy and they could tell me what was wrong with my computer and I would call him back and let him know what part I needed.

SO THEY DO NOT MIND ME TAKING MY BUSINESS TO BEST BUY!!!

If you have been in the customer service industry, you know that word of mouth advertising can be the best compliment.

I am a flight attendant. I can have over 500 passengers per day.   Guess how many people I am going to tell in one day that Dell doesn't mind if I take my business to Best Buy because they could not take care of me as a customer.

In ending, this is only a portion of issues that I have had with Dell.  This doesn't include how many times I have been hung up on, called back, rerouted, couldn't understand the person I was talking to, and the hassle of shipping my computer three times already. Where does it end and why/when did Dell loose the focus of taking care of their customers? This is my fourth compter with Dell and it will be my last.  Best Buy is now going to get my  money and obviously Dell  doesn't care. 

thank you for reading,

dominique