Dell nightmare

Question

This thread will probably get booted, but must tell the horrible experience I am having with new computer.  My son and daughter went together and bought them a new 400xps.  They also paid for a tech to 'set it up'.  They have had the computer for 19 days, and it has not worked but for a few hours.  It fell to the 'blue screen' saying it was dumping memory.  Dell sent a tech with new mother board and memory sticks,  it didnt help.  They sent another set,  still no help.  I stayed on the phone for 3 hours one day, 4 hours the next day, and finally 4&1/2 hours the third day.  All but 15 minutes of this I was on hold while they tried to figure out what to do.  No one would take responsibility to send a replacement computer, kept saying someone else had to do it.  I finally got a person that said they saw this computer could not be fixed and they would exchange it.  They wrote it up and gave me an exchange number and told me to call customer service for further assistance.  I have spent hours upon hours trying to get the further assistance.  NOOOOO one will talk on the phone,  just put me on hold and not come back.  I really dont know where to go from here.  I have the exchange authorization, but no one will tell me they are going to build the computer and swap it.  They also told me the $100 my kids spent to get a tech to put it together was gone.  Any one got ANY suggestion? I

JDookie · Answer

Unfortunately, the only thing I have found to work is stay on the phone and just keep doing what you're already doing. I know it's hard to believe right now, but you *will* eventually get someone competent.   Also, if you don't want to sit on the phone again, try emailing them. I've actually had better success via email than telephone anyway. Just start from the beginning and explain everything in your email.   If its any conselation, a friend of mine is going through the exact same thing with his Inspiron notebook.   Hope this helps, and sorry you have to go through this. Message Edited by JDookie on 02-21-2006 07:42 PM

Greatone1601 · Answer

If you are very technically adept with computers then dell service is priceless...if you can talk the talk, you get service FAST. If you are a newbie, then you end up running tons of tests because they need to figure out whats wrong.   I'd personally start over brand new...exchange it. It will be all good once you get the new box. Relax its almost solved at this point.

Sparky1641 · Answer

Are you calling the XPS hotline? The hotline gives you FAST priority service. I had a problem with my computer and called the hotline. My experience: I got someone who speaks english and understands the XPS inside and out. They answered the phone within 5 minutes, had the problem diagnosed within another 10 minutes and had parts sent to me within 2 days. They gave me the option of having someone come out to install or DIY. I opted to do it myself (bad fans and heat sink). They also enclosed a RMA (pre-paid) box for me to return the parts.

sweetlady314 · Answer

Puddleduck, I have had the same exact problem as you.  My brand new XPS 200 system has not been working since day one and I've lost count of how many times I've been through tech support.  I've called the returns department at least 6 times and I've always been put on hold or disconnected.  I finally got a representative who actually cared about what I was going through and they're sending me a brand new system (just the tower part).

ravik521 · Answer

it all comes down to what parts dell puts in their system. looks like they might have to reconsider what parts they put in their XPS systems. I have the 2400 with no problems yet. It is one year old. Sorry to hear that you are having such problems with your system. Do  a dell diagnostic but at startup press f12 and boot to utlity partition and scan the whole system. Might take a couple of hours.

Locked Topics – Desktops General

Dell nightmare

Was this post helpful?