An experience with DELL support

Question

I’ve just purchased a new DELL Inspiron 6000 form the DELL with 4 years extended warranty, hoping it will be a good protection for the money I spend for it. But everything smells that I was wrong. My nightmare with DELL just begins. I took my new DELL Inspiron 6000 from the box and turn on, but 'hard drive status light' never came up. Today is already the third day that I am wasting my time with DELL’s technical support and DELL’s customer support. The technical support found out that motherboard is defected and it should be replaced or the entire system should be replaced. (today is 4th day I own it.) I want them to replace my DELL Inspiron 6000 for the new one (not refurbished one), because it’s a brand new system, and I don’t want any 'tech' to come and replace the motherboard on the new laptop which I’ve never used. They sold me defected laptop. I didn’t pay for that. The technical support transfers me to the customer support, saying, that customer support should replace the system, but customer support transfers me to the technical support, saying, that just technical support is authorized for that. So I am here. Today is the third day I am calling them, and trying to resolve my problem. Still nothing, they just drive me from the department to the department,from the number 1-800-624-9896 to the number 1-800-624-897. It’s obviously that they’re trying to get me to replace just a motherboard, but I am insisting on the complete system, because it’s a new system, shipped defected. I’ll appreciate if anybody can help me. Thanks, simke Message Edited by simke on 10-17-2005 12:17 PM

ejn63 · Answer

Call and arrange a DOA system exchange for a new one.

a3vw · Answer

I have the same problem with my computer.  It needs a mother board and a screen.  That was three weeks ago and they still have not been out to fix my computer.  When you call they do the same thing send you from one person to the next.  Maybe if they would actually have americans in the United States running there tech support we might get some where.   My advice is return it for a refund and get as far away from dell as possible.

Ed C · Answer

I own 3 older Dell notebooks and 4 older Dell desktops and I'm sorry to say I will not be buying Dell again. When these PCs were new Dell actually had a good tech support system with the customer in mind. Not so anymore. The simple fact is the original poster got a DEAD notebook right out of the box. The first thing the FIRST person he talked to should of done was REPLACE the complete defective unit. Not try and talk him into having this and that part replaced and Not running him around for 4 day.

When I bought the Dell PC I have you got tech support for the life of the PC. Not just for the period of your paid for warranty. You also spoke to a person in the USA and someone that was concerned with keeping the Dell name in good graces with the customer. Now it seems all you get is a run around with no real help.

Message Edited by Ed C on 10-17-2005 01:24 PM

Sethu · Answer

Very Very Bad Customer support.   I never ever buy a product from Dell. Full Stop

Sethu · Answer

I love Dell Products. But Customer Support is very bad. I had a driver problem. Called customer service.

Here is my experience:

I was transferred to 4 different places. Everytime I was given a Case#.

I had to repeat the story all 4 times. (They supposed to pull it from their system)

2 times I was disconnected (purposely)

They don't have technical knowledge. They are trained to transfer calls from one place to another.

I spent 3 hours. I didn't get proper answer.

Very Sad...

Message Edited by Sethu on 10-25-2005 10:57 AM

Locked Topics – Laptops General

An experience with DELL support

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