Dear Dell, 

I originally purchased a 5150 with a 3 year warranty.  I had nothing but problems with the 5150.  I guess there were a lot of problems with that model…heat sink issues or something.  I went to Ireland for a year, and while there, the mother-board died; again.  After many hours on the phone (international long distance $$) Dell decided to send me a replacement laptop; an Inspiron 6000 with another 3 year warranty. 

I’m now back in the states.  Every time I’ve called tech support or customer care, no one can identify my Service Tag or Express Service Code.  I get the run-around and spend a ridiculous amount of time on the phone as I get passed from one department to the next; each promising that the next person they transfer me to is going to be able to help me.      

The first issue I had with the Inspiron 6000 was the LCD going out.  After, no kidding, two hours and fifteen minutes on the phone, someone was able to help me.  The first time the tech came out he didn’t have the correct LCD.  I missed a half a day of work for that.  So the tech came back a couple of days later and replaced my LCD; another half day of work missed.  Two days later my soundcard goes bad.  After another hour and a half on the phone, Dell set up another appointment for a tech to come out to fix my soundcard….but when he showed up he realized he didn’t have the right parts!  Not to mention, the tech who replaced my LCD stripped the screws so he couldn’t have fixed my sound card anyway.  I missed a half day of work for that.  The tech came back again a few days later and fixed my sound card.  I missed a half day of work for that.  Then, two days later, my sound card goes bad again!  I couldn’t afford to miss anymore work, and I was completely frustrated and didn’t want to be on the phone for two hours so I haven’t had sound on my laptop for about 2 months.   

I finally got the patience up to call again.  After being passed around like a beach ball for two hours I was finally told that I needed to do an International Transfer of Ownership.  They said that Dell Ireland had sent me the replacement and that’s why I’ve been getting the run-around.  First off, why did it take so long for someone to tell me this?  For all of those hours on the phone, not once did someone tell me I needed to do a Transfer of Ownership.  So, I try to do a Transfer of Ownership but the system doesn’t recognize my Service Tag number!   So I call again today.  After being on hold for a laughable 3 hours, I decided to call again on my cell phone while still on hold on my land-line (mind you, not once did someone come onto the line and tell me ‘Sorry for the wait, we’re working on it’).  After I told the guy that I had been on hold for three hours, the land-line (on hold call) went dead.  Strange timing?  Then, I proceeded to tell (for the hundredth time) the customer service rep of how my first laptop was replaced while in Ireland.   I told him that I tried a Transfer of Ownership but the system isn’t recognizing my service tag number.  He told me that I had to call Dell Ireland.  I told him that it shouldn’t be my responsibility to call Dell Ireland on my dime, as a warranty paying customer, and I asked to speak with a supervisor.  I told the (condescending) supervisor, that I had been on hold for three hours.  Not only did I not get an apology, he didn’t say a word.  Nothing.  Silence….then, ‘Okay.  Can I get your Express Service Code.’  Is that Dell’s policy on how to treat warranty paying customers?  He told me that he couldn’t do anything for me because my Service Tag and Express Service code weren’t in their system.  I asked him how, then, did Dell send out a technician 4 times before?  He didn’t know.  I gave him my Dell Case numbers for the previous issues.  He came back to me saying that I had to call Dell Canada!  Dell Canada?! 

Needless to say, after 4 hours of being yanked around on the phone, I didn’t call Dell Canada.  I’m so frustrated I can’t even speak.  That’s why I’m writing instead.  It is my hope that I will get a sincere response.   

I paid $300 for a warranty.  The service that I’ve received for that warranty has been non-existant.  I’ve lost approximately $318 in wages having to deal with this.  I believe it is a fair request to ask for, at the very least, a three year warranty extension.  And, to take care of the international ownership transfer so the next time I have an issue (like my existing sound card problems) I can be treated like a warranty paying customer. 

Thanks for your time.  I look forward to hearing from you soon. 

Best Regards, 

Jared