Escalating Dell complaints

http://support.dell.com/support/topics/global.aspx/support/dellcare/en/backupcd_form  .This is the linl for the Dell back up and recovery disks for free,if however,your system is out of warranty you do have to pay for them.You are allowed one set of recovery disks free per system and it's the original disks,or most up to date disk for the OS you have.

Hi,

Thank you for the information, very much appreciated. Unfortunately it appears that this is only vaild for the US. I cannot find a UK equivalent page. I suspect it would make no difference as the Dell support in India are pretty unwilling to help. (and yes,  the laptop is still under warranty)

Thanks again,

Caroline

I have the same service problem with Dell.  I work for a large DOIM with over 250 Dell servers and I can't get a technician to come to my house for a personal laptop problem. They insist on wasting my time to run diagnostics when I know exactly what the problem is and told them. But I think the Indian on the end of the line doesn't speak english very well. At least I could not get him to understand what I was saying. And I paid extra for the service contract to have in home service. I am thinking of switching my server purchases to HP's. They have been after our business for years. And if Dell can't live up to the in home service agreement I purchased from them then I am having serious doubts on my server service now.

The In Home service does not apply to troubleshooting. It covers a tech to come to your house to complete the repair once the problem has been diagnosed by Dell.

Hi,

Many thanks for the responses. Someone was kind enough to give me the details to enable me to contact Dell senior management, which I have done.

I will let you know how it goes,

thanks again,

Caroline

Hi, If you have your invoice for the computer use that to prove that the disc was not shipped to you. If you do not have the invoice then contact Dell and they should be able to email you a copy of it.

Then if you contact them and they agree you did not have the disc they should ship you them hopefully free of charge, they have done for me on the past. I know now though iin the UK they charge £5 for them when you buy the computer.

Hope this help.

former dell buyer,  the guy you spoke to has to run through the basic troubleshooting before a tech can be sent out to your place house. It makes no difference were he is based this is Dell's company policy. Once Dell have done this and they feel a tech should be sent they will honour the terms of the warranty. :emotion-1:

Dell, thank you for agreeing to send the recovery CD's,

Kind regards

Caroline