UNSOLVED
Ongoing Issue
I have had a Dell Inspiron One 2305 that I purchased on 12/28/2013. Since that time it has experienced the same failure 4 times (issue is everything on the screen gets a green moire pattern). In fact, the tech will be out today to replace the failed component again, after replacing it two weeks ago. While Dell has been great in dealing with replacing the parts, as you can imagine, it is a real hassle to deal with support 4 times in one year to replace the same component. In addition, the fact that the same thing keeps happening leads me to believe that I might have a lemon.
While Dell has been great about the repairs, I can't get anyone to pay attention to the customer service issue here. The issue is as follows:
1) Is it reasonable for a customer to deal with a single component having to be replaced 4 times in 10 months of owning a Dell computer? If not, what is the process for declaring the unit a lemon and getting some kind of replacement?
2) Since I am approaching the end of my warranty, is Dell willing to extend the warranty due to the repeated failures of the component, which are no fault of my own?
Thank you for your assistance with this matter.
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Posted October 21st, 2014 12:00
Thank you. I have used the escalation form to see what Dell is willing to do in this case. At some point I would think that Dell would want to replace the machine as the cost of dispatch plus parts has to have been over the cost of the actual machine. I've already had 3 motherboard replacements, 4 video card replacements, 2 power board replacements, and as of today a replacement of the entire LCD panel.
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Posted October 25th, 2014 06:00
How long do escalations usually take? I submitted the form on the 21st and haven't heard a peep. Is there an expected response time?
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Posted October 25th, 2014 13:00
7 business days.
DELL-Chris M (old account)
#IWork4Dell
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Posted November 5th, 2014 16:00
I have to say I am incredibly disappointed in Dell. I submitted an escalation ticket (using the form recommended above), which was confirmed by e-mail on 10/21 and never received a reply. Is this really what Dell support looks like these days?
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Posted November 12th, 2014 16:00
On 10/23, I submitted the following form: [View:support.dell.com/.../outstanding_issues]
Regarding an issue I have been having. The auto-response to the form said to look for a response in 2-3 business days. Asking about status on here, yielded a response to allow 7 business days. By my count, it has now been 20 business days with absolutely no response.
Because of this I had to go and spend near $150 to deal with an issue that I really expected would be taken care of by Dell due to repeated failures on my system during the first 9 months of ownership.
I would really like to understand how a customer is support to actually get support. Phone calls just lead in circles, posting here leads to the form and the form leads to dead silence. Is there even a customer support team at Dell these days?
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Posted November 13th, 2014 09:00
Our apologies. Contact the Dell Customer Care Liaison DELL-Lorna M. She will need the following information to investigate -
Email Address:
Name:
Shipping Address:
Phone Number:
Dell numbers (Order, Service Tag, Customer)
Issue:
Link to your Forum post:
DELL-Chris M (old account)
#IWork4Dell 597
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Posted November 14th, 2014 11:00
Forum>
DELL-Chris M
Community Manager
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56891 Posts
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232143 Points
597
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Posted October 21st, 2014 07:00
1) Rather than have parts replaced, you may request a used, like for like, system exchange.
2) No. Not here. You would have to escalate using the form to ask for such a concession.
DELL-Chris M (old account)
#IWork4Dell