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January 13th, 2004 21:00

Desperate for advice from users (More Dead Pixels)

Bought a Dell 5100 Inspiron laptop computer and discovered it had dead pixels in the screen.

Prior to my freely giving my credit card number to Dell Sales I asked what their policy was concerning dead pixels and was told that I could freely exchange it for a new one within 30 days if I find even one dead pixel.

So, now I call Customer Care to request a new exchange laptop. After a hour long battle they agreed to do the exchange. However, they would have preferred me to accept a $100 credit rather than getting the exchange.

The new laptop arrives and I discover that it has about twice as may dead pixels (5). So, I again called Customer Care and they tell that I basically got more than my fair share of customer service. And they really do seem to feel that I got a lot from them. My call with Customer care basically ended with the following conditions:

No to the $100 credit since I went for the system exchange.
No to another system exchange since I already got one.
No to refund since my 30 days had just ended.  

Since this time I have called Dell Sales to see if they would give me the same story regarding dead pixels. And yes they were still telling me that dead pixels were not acceptable. I also again contacted both Customer Care and Technical Support to generally inquire about how common dead pixels were. Both departments told me that it was quite rare to get dead pixels but does happen on occasion.

Everyone at Dell has now completely shut me down on this subject. Can anyone think of what I might be able to do or is this really over?

Thanks for your time!

Michael

P.S.
Since this problem started I have obsessively inspected every laptop I see both at work and in retail stores (Staples, Costco, Office Depot…) and still cannot find any dead pixels, yet Dell has managed to easily send me two laptops with dead pixels.

141 Posts

January 14th, 2004 00:00

1. Call Customer Service several different times. Sometimes you just get an uncooperative representative.

2. Call Customer Service and request that you would like to file a complaint.

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27 Posts

January 14th, 2004 01:00

any reason why my response was deleted? I did offer suggestions...hmmm

January 16th, 2004 00:00

Follow up:

I again called Customer Care and this time requested to speak to a Manager regarding my problem. Customer Care said that this was not possible and that if it was I would just be given the same message:

No to exchange
No to $100 credit
No to return

After three more requests to have my request passed to a Manager the Customer Care rep finally agreed to accept two call back numbers from me, but basically restated that this would be a waste of time.

About 24 hours later I received a call from a new Dell rep who says that he has the ability to do more and would like to gladly extend one of the following options to me:

Brand new system with rush delivery
Or $100 Visa credit

I really wanted to go for the new system, but the thought of possibly having to call Customer Care again if there were any problems just Scared The Life Out Me, so I picked the money.

I am grateful for finally getting some help from Dell, however my Dell purchasing experience has really left me shaken and thankful that it is over!

So, would I buy a Dell again? Well I think life is too short, so I would have to answer “No”.

 

 

 

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