issues

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I spent more than 5 hours being transferred around for a very simple issue. I told the first person I talked with (on chat)my issue and was told they did not have the technical expertise and I needed to call in (they provided 800 number) I called in - I was then transferred to level 2 support and after waiting on hold for a time I was hung up on without talking to anyone. I called back and was told again that I needed to talk to L2 support. They told me I was out of warranty and they transferred me to the out of warranty folks. I told the out of warranty support folks that I would pay to have the issue fixed - I was then told that it was a basic issue and they didn't have to charge me. They told me to press (F12) to restore my computer. My computer is a mini and doesn't have an F12. They then said they couldn't support this and would have to transfer me to a different group - specifically the mini group - they then transferred me to wireless. The wireless folks said they couldn't help me and they transferred me back to out of warranty. who then said that I couldn't get support unless I paid $59.00 us. I told them that I had been willing to pay for support more than 5 hours ago but now not so much - I was then told that they wouldn't help me and there is no work around. I asked to speak to a manager and was told the same thing. I then asked if his time was worth more than $59.00 for 5 hours he said yes of course but your unit is out of warranty and there is nothing I will do. This is a terrible answer and terrible service. I am so disappointed in Dell - I have been a staunch Dell customer since 1997. The last two years have changed my mind. Especially this last issue... to be told that your (Dell's) time is worth more than $59.00 an hour but my time isn't worth $59.00 in 5 hours. Terrible and I cannot see me wanting to use the Dell services or recommend Dell to anyone any longer. Sincerely Kevin Weck... former Dell Employee of 14 years.

ejn63 · Answer

Is the system in or out of warranty? What is the exact problem?

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