New Support Call

Question

I logged a call a month ago for what I suspect is a faulty Motherboard on my XPS machine. I got an email reply to this saying that the call is logged, and an engineer will contact me within 24 hours.   9 days later, and no reply, so I decided to contact them again. Another week goes by, and I get an email from an engineer asking me to run a hardware test on the harddrive. Now, in the original call I stated that I had already done this, as well as trying a second hard disk. (by the way, the problem is I get a bluescreen halt error loading windows, and I've reinstalled on 2 different drives, using 3 different operating systems, all with the same problem)   So I replied, stating that I had already done the test. A week later, nothing back. Then I decided to go to Dell online and check the status of the call. 'No calls exist for this service tag'. Now that's interesting.....   My warranty is a 3 year Next Business Day ONSITE warranty. What's the point in me having this, if Dell won't even respond to the problem logged a month ago, which no longer exists as a call?   I've clicked on the 'contact Dell by phone' and get 'an error occured while processing your request'. The same error when you click the 'chat with Dell option'.   I've bought the PC on finance, which is still running. Should I cancel the payments, in the knowledge that at least Dell will actually contact me?   By the way, I work in the IT Support Industry, and I'd have been sacked by now if I'd not reponded to a call in this long.

pratzert · Answer

I think that many of us XPS owners have come to realize that Dell has stopped providing any form of real support for the XPS systems.   I have two XPS systems about one year old.  Both have the 'Extended' 4 year 'On-Site' contract with the additonal Accident coverage.   After trying for two months to get tech support, I ended up taking my system to the Best Buy 'Geek Squad' for them to fix the problem.....  which they did the same day.   Busy signals,  on hold for 30 minutes at a time, getting the big run-around, the Non-Existant special 'XPS Support Department', techs that cannot speak English.  I'm disgusted with Dell.   Forget it....  next time it will be a Gateway.

rwinegar · Answer

Don't with hold payments. That won't help. It'll just ruin your credit.

You are just now discovering what many of us have known for a long time - there is no tech support at Dell. Obviously Dell is rotten all the way to the top. Otherwise employees would never be able to get away with treating customers like this. Management just doesn't care and obviously condones such actions.

VCraig · Answer

Have you tried the following for XPS support? * Call 1-800-624-9896* Press 3* Say No* Say Yes* Enter your Express Service Code. By doing this, you will be automatically routed to XPS Technical Support

paraboone · Answer

Well that shouldnt matter,did it say unless you live in the UK? This just upsets me and now i have second thoughts about buying another pc from dell.

shearergol · Answer

One detail I should have given you is that I'm in the UK, so maybe it's a little different here?

paraboone · Answer

OMG, I AM THINKING ABOUT BUYING THE XPS 400 TOMORROW $2000.00 WORTH. I THOUGHT THAT THEY HAD A VERY INTENSIVE CUSTOMER CARE TECH SUPPORT AFTER THE PURCHASE WITH THE XPS. IT SAYS SO ON THE BROCHURE ONLINE. I HAVE BEEN THROUGH THE RINGER WITH DELL OVER A PREVIOUS PURCHASE. I WAS JUST TRYING TO PAY THE THING OFF AND THEY WOULD NOT ACCEPT PAYMENT IN FULL FOR OVER 3 MONTHS WHICH COST ME OVER WELL FROM 1400.00 AND CHANGE TO 1700.00 AND CHANGE.THEY FINALLY TOOK PAYMENT OVER THE PHONE.SEEMS MY ACCOUNT # WAS ISSUED TO SOMEONE ELSE AND I COULD NEVER ACCESS MY ACCOUNT. I VOWED NEVER TO DEAL WITH THEM AGAIN BUT JUST COULDNT RESIST THE XPS400. WHAT SHOULD I DO?

pratzert · Answer

I'm in the USA and still got the big run around from Dell.

VCraig.... Yes, I have tried that number and sequence to get to the apparently fictional XPS Specialized support. No luck ! As I said, I paid $4,000 EACH for my two XPS systems and paid to "upgrade" the support to 4 years and the accident insurance as well.

After that outlay of cash, I still ended up having to take my system to the Geek squad at Best Buy.

I absolutely - positively, could not get any support from Dell.

The only one I've ever seen offer any real help is "Chris" from Dell who scans these boards.

I've been buying Dells since they started selling computers and I've seen an disgusting downward spiral by them in the support arena.

From now on.... I will be buying Gateways.

DELL-Chris M · Answer

All,

Let me see what I can do. Please provide me with the following information in a private message, not on the board -
Complete name of person to contact:
Shipping address:
Daytime phone of contact:
Service tag or tags:
Reason:
Troubleshooting attempted:

shearergol · Answer

PM sent. Thanks Chris.

shearergol · Answer

Still no contact from anyone at DELL. Emailed DELL complaints 2 days ago and not had a reply.

In the process of contacting Citizen's Advice, Watchdog, and then my law contact. Pretty certain this goes against the terms of my warranty and financial agreement with DELL, so I'll sue for breach of contract.

Can't believe how frustrated this is making me; I've never experienced anything like it in my life.

Chris - can you confirm that you're still looking into this for me please, before I explode?

shearergol · Answer

No worries Chris, thanks for you help anyway.

Luckily, a friend of mine knows someone who works for DELL and I've finally managed to get in touch with them. Seems they closed the original call, but they're looking into why.

DELL-Chris M · Answer

I tried to use the information you provided but I am unable to access the U.K. database. So I cannot add notes or verify anything.

paraboone · Answer

Shearergol, Please take some sound advice. Dell is a huge company and they have lawyers that will eat up any others. Don't let this eat you up inside. It will only bring you grief. I have run into the same problem with a previous purchase from Dell. After 3 months of trying to pay off my balance I finally got someone who could help and then payed it off in full. But it cost me almost $300.00 more. I ranted and raved to anyone who would listen at Dell. All I got for my trouble was a lousy $100.00 coupon. Which was almost a year ago. Now I have choosen to use Dell again to buy the XPS and when I gave them the coupon numbers they said it had expired. Note to self,I did not purchase ANY Dell related warranties or tech help or anything concerning Dell support after the sale because thier is none. Learn from your experiences and move on. Dell is to big to care and does not. Soon a company that probably arises from disgusted buyers through Dell will emerge and give better service. The only way to deal with big companies as Dell is to hit them in their pocket books. Time will prove this and they will fall to a more hospitable and user friendly company. If Dell cared at all about thier future they would listen and check these complaints and make them right. The product is good for the most but service after the sale is to say the least primative. You must continue pament because it is to a bank and not Dell. They already have their money from the bank whom financed you and deposited into their bank account. They don't care. Gateway makes an excellent product but also contracts out their service after the sale overseas. So what do you do. And can say though that I have been more pleased with the service from Gateway than Dell.Take a deep breath and try not to let this get to you. It's been like this with Dell for years. My company gets a discount because we buy thousands of dollars of Dell equipment each year. But if you go online and try it, it cost me more than if I just went straight through Dell and bought it without the discount, go figure. Its a scam to make big companies think they are getting a good deal but my company has been informed of this manuver and is seeking contracts with another company. Dell will learn of their inorance but it will be to late and Bill Gates could care less so why change. Have a nice day and try to learn from this and move on, I'm sorry.

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