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18509
December 30th, 2009 11:00
Dell Support System is BROKEN!
I have been on my phone with Dell since 10:30AM CST. It is now 1:41PM EST and I am still on hold. I have been trying to get help removing a virus from my Dell Inspiron E1505 laptop computer. I have been transferred 8 times since I first called in to the following numbers
877-699-5743; 866-507-3355; 877-699-5743; 800-456-3355; 800-288-4410; 866-507-3355; 888-236-3355; 866-507-3355. Notice I have been reconnected to the 866-507-3355 number for the 4th time during this call.
In October I purchased Out of Warranty Service to the amount of $239.00 so that Dell would support my computer. This is the kind of service I have received. It is clear that their support system is broken.
My next computer will be a Mac.
Downix
78 Posts
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December 30th, 2009 11:00
Most companies out of warranty support is for hardware issues. Unless that virus came with your system, it may not be within scope. Out of scope can mean that you are winding up in a loop, "not our department, you need to talk to these people" "Oh, you have an out of warranty agreement, you need to talk to these people."
ieee488
6 Operator
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11.1K Posts
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38.4K Points
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December 30th, 2009 12:00
Isn't Out of Warranty service a one-time pay-as-you go thing? In other words, you have a hardware problem, you pay to get that fixed.
If you want help with virus you acquired, you need to pay for Dell On Call http://www.dell.com/content/topics/global.aspx/services/en/delloncall/index?c=us&cs=19&l=en&s=dhs&redirect=1
lenney41
19 Posts
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December 30th, 2009 12:00
WELL IT'S A OLDER LAPTOP NEXT TIME TRY ( AVG) WOULD BE ABLE TO HELP YOU MUCH FASTER
NowWhatDoIDo
14 Posts
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December 30th, 2009 20:00
I wish I had an answer for you. I am equally fed up with Dell. My DVD player just stopped working and it was just fine last week - no issues. I tried downloading new drivers, but the "self help" instructions in no way match what is on my screen. My only choice is to buy a new DVD player for my laptop or a new laptop. What are the odds that it will NOT be a Dell? I wish Dell could at least do the courtesy of answering questions from people who have paid them money.
hrova
2 Intern
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2.2K Posts
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December 31st, 2009 21:00
Hi NowWhatDoIDo....
It seems you have found the answer that your drive is dead through one of your other threads.
If you are under warranty, I would definitely fight Dell for it.
If you are no longer under warranty, Dell, like other computer makers, does charge for service.
If it is not under warranty, you could call Dell and ask about an extended warranty. Sometimes they will fix 'pre-existing conditions' if an extended warranty is purchased. And, since laptops have a high failure rate, that may not be a bad idea.
If you want to replace it on your own, there are several new ones on eBay in the neighborhood of $60. The replacement itself is remarkably simple...
Good luck with things......