On follow up from representative in the escalation team ext , I was told I will get a full refund of money spent and a confirmation of the refund within 24hours. If this is the case, I will sign off in a thank you. I will keep the community informed.
So...without a working lap top since January 30th, $500 laptop; $150 extended warranty; $100 Norton $100 Microsoft office and $60 for a card program plus 20hours at $20.00/hr - and DELL wants to give me a lap top that I can go purchase at Walmart for $398. In the consumer market DELLS are now the cheapest you can get, Acers cost more. According to "escalation team" rep "it may not matter to me" the customer because I am getting a faster processor and that's their upgrade but IT MATTERS TO DELL - so the customer. Even though the rep has "big concerns over the time span of the "replacement" 15 days, what??? 15days ...HELLO DELL TRY SINCE JANUARY 30TH. - I deserve more than a $398 computer that I couldn't ebay for more than $200 and DELL doesn't want to supply it - lost a angry customer, who has no problem telling people NEVER TO BUY A DELL -
We are sorry to hear of the inconvenience caused to you. Thank you for contacting us and bringing your concerns to our attention. Please contact me privately by clicking on my name in BLUE next to my picture, select "Send Email" or "Start Conversation" and provide the following information. I am happy to look into your concerns.
Name: Email Address: Shipping Address: Phone Number: Order Number: Service Tag Number: Country of purchase: Current country location: Issue:
Thanks and regards, Babita S #iworkforDell
For easy access to drivers, manuals and product updates, please visit ourSupport Site .
The XX are area’s I was asked to be removed by DELL to allow my post, I tried to confirm this would be acceptable however their removal email had a noreply so I did my best, I hope this is an acceptable post
June 12, 2013
Dell Corporation
1 Dell Way
Round Rock, TX 78682-7000
Dear Mr. XXX
I am writing regarding the poor service I received when I purchase a defective DELL laptop. I apologize for the length of the letter, but this is to show that ineed I have all records….XXXX.XXX.XXX
4/26/12 Bought Product: Service tag XXXXX DELL Inspirion laptop purchased at XXXX $500, around Christmas the laptop start lagging with the cursor and I became more frustrated, eventually within less than eight months of ownership it was unbearable, the DELL started skipping around during typing so much and it progressively got worse to the point where I had to contact DELL support on 1/30/13.
DELL support had me reinstall drivers and change settings etc, with no help to the situation. As it was under warranty, DELL recommended I send it in via a fedx box that would be delivered to my home. They said it needed a new palmrest. I waited and waited and the box never came. Finally I called again and found they mailed the box to Oklahoma and when delivery couldn’t take place in Oklahoma ( I live in Wisconsin) DELL received the box back and never followed up with me. Only when I called them did they resend the box.
Please note: on 1/30/13 they sold me a “extended warranty” and they got that address correct to charge my credit card .
So, more time goes by as my lap top is in for repairs. February 9th, I am in conversation (recorded on XX) with X and I continue to explain that I believe with the miscommunications, the failure to diagnosis the problem with my laptop, I am hesitant that when it is eventually returned to me the problem will not be solved. I was leaving for an unexpected trip and needed to take my lap top with me, unfortunately the repairs took longer and I didn’t receive it back in time, causing me undo stress as well as inability to perform necessary tasks and duties.
2/21/2013 (three weeks later) I received the “repaired” laptop and begin to use it again. On 2/24/2013 I again reported to DELL in writing that “400 words typed and it skipped around 3 times - I am sure it is not fixed”
03/03/13 I called Dell again this time, after a long period on the phone they claimed it needed a new palmrest and keyboard, according to my notes on XXX . Took more time with irritation with phone calls and discussion, I believe problem was “temporarily” resolved on/or around 3/18/2013 only for the exact same problem ‘SKIPPING CURSOR” to start all over again to make me call DELL again on 5/15th or 16th – oh DELL says it must need another palmrest and maybe a mother board we will send you a box and you’ll have to send it back in.
Are you kidding me? This is a lemon a lemon I say to DELL, I need a new computer. This has caused me nothing but grief, unwarranted stress and inability to do the work that it was bought for. I have not used it properly or the way the product was intended four of the 13 months I owned it. Again four of the 13 months I owned it and they want me to send it back. Well, honestly they say to me, it’s out of warranty, it’s a good thing I paid the additional $150 on the extended warranty or there would be no conversation. My frustration escalated. I have huge projects due, I bought this computer to use for a non-profit youth organization. I have 500 kids I have to prepare for from 5/15 to 6/2. This is mandatory work I am solely responsible for and the work absolutely needs to be done on a computer. Hard to prepare aXXX spreadsheet, XXX, etc without a computer and XXXX office. I am livid…I am angry and tired of the DELL piece of XXXX. Out of 13 months, I get to use the computer I paid $500, bought the service contract $150.00 installed XXXXX, and other software products for nine months and again after being told it’s a good thing I bought the extended warranty or I would be out of luck, even though it is the same same problem as in the month of January .
Through escalation, DELL finally agrees they will send a tech out. On May 22nd, one week after my initial call the technician repairs the laptop with a new mother board and another palmrest. While the tech was preparing to leave, we checked the lap top and it was malfunctioning again, the same problem <ADMIN NOTE: Substitute character removed as per TOU> back to January it would skip around while typing, the cursor would jump and be real laggy. He called DELL sitting next to me, he advised them to send me a new lap top. The DELL representative said no, they will replace the hard drive, meaning restoring everything to factory settings, me losing everything all the software, all the passwords, all the documents, the printer and fax drivers, etc. I said NO, it’s not going to work I need a new lap top, this is a lemon. The DELL (on the phone) rep said and I quote: “ I promise you this will take care of the situation”. I am in tears, I don’t have $600 to go out and buy a new lap top. I am failing in my duties as president of the youth organization because I cannot get the work done, I don’t have a laptop to work on. I felt like I was being held hostage by DELL, at least my work and my duties were without the proper equipment what can I do. I agreed because they after a long discussion DELL agreed to send out another tech with the hard drive. I purchased a 16gb flashdrive @ $19 to back up my system as I was assured by DELL, a promise no less that this would work. On May 23rd, a tech installed a new hard drive on my computer. On 5/24/2013 DELL called me and I reported that I reinstalled my last version of XXX office, I spent $60 to install a software program because the cd no longer worked and I absolutely needed this program –used my last XXXXX only to find the problem was NOT solved. The same problem I reported in January, March, and May continued on my lap top. DELL’s answer to me, give it a couple of days we will call you back on Monday May 27th . They did, they called and I reported that it was not working, I was told on May 27th I would get a replacement lap top with XX office already installed. So, since all the problems I had, I still had responsibilities to my organization. I would give up home time and go into work and work the weekends to utilize the computer at work for all the projects that had deadlines.
Do you think the frustration, the stress, the heart palpitations and headaches DELL caused is acceptable? I most certainly do not, and I hope as the XXXXXXXXXXXX would help me resolve this. I was told by DELL I would have my lap top in 8 days, it’s three weeks later, the work is done, the projects got done through a lot of extra work and time on my paid job. Per the escalation team it is scheduled to be sent out on June 17th. The escalation team feels they upgraded to as they addedXXX (office program) but I have to send a computer back that’s had XXXX(office program) added twice I paid to have it on, that’s not an upgrade? They feel they upgraded to appease me by giving me Windows 8 – I don’t want to learn another operating system I use windows 7 at work, this is not an up grade to me. I don’t know who has to pay for another XXXX to be installed, my subscription is used I added it twice to the broken laptop, I have to rebuy a software program, it’s XXXXl to share programs correct?
The time, the stress, the unanswered phone calls and ignoring me for so long, the broken computer for six months, I have put hours into trying to get a working lap top that remember is under warranty. No one seems to understand, this would not be an issue if any of the following would have happened:
1. When I was promised that replacing the hard drive would solve the issue, I didn’t have to spend hours inputting everything again and using the last of my XXXXXXX subscription– digging up driver cds for the second time. Had they agreed to send me a new lap top on 5/22 when it was advised by a DELL rep.
2. When I again agreed that I would accept a comparable lap top on 5/27 with XXXX office program installed and delivery within 8 days, delivery date of June 3 (hey…check their phone conversations they are recorded) I have nothing to hide, my documents are in place.
3. I requested a refund in May for $500 (price of laptop) and $150 price of extended warranty, just send me my money back.
But now, yeah….I’m over angry, I don’t even know how to describe my frustration and my disappointment in the customer service and products produced by DELL. The unbelievable way a person is treated, I don’t have a lap top for fun and games, I work hard as a volunteer for 500 kids and I get treated this way. I can’t believe companies are allowed to do this.
I requested an upgrade because of the time I had to put in trying to get a new product fixed. I have to pay and add on for a 3rd round of XXXX, other specialty programs, hours of installation of software and update etc. My total bill for this lap top is $910.00, that is without my time @$20/hr. I don’t want windows 8 why should I have to experience more grief, honestly I don’t’ have time in my life to learn a new product. The last rep Mr.XXXX said to me that the upgrades Dell is offering (which does me no good) “may not matter to you” he said to me but it “matters to DELL”. My interpretation on that line, goes to prove we the consumer do not matter to DELL.
I did request from Mr.XXXX to speak with his supervisor to inform him of this complaint, I was informed that there was no one above him, the case ended at this level and all future correspondence are to be completed via email only.
I understand I don’t have a choice Windows 7 is not available, but let me say…than I want – 14”dell, touchscreen, windows 8 – all other same configurations. If it costs me whether in time or money than it should cost dell, I should not have to continue to suffer, opposite of what MrXXXXX said I should matter, DELL can most certainly make this right. Dell has product liability here, as well as failure of consideration in the contract when your representative “promised” me the new hard drive would fix the system as well as when your representative said I would have the new lap top in 8 days.
Please DELL honor my request, failure to hear from you in 10 days I will forward this letter to the XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX as well as XXXX where the product was purchased and for kicks XXX Computers, because my husband’s 6 year old XX is still working for him. I will also continue to look at XXXXX for possible resolutions XXXXXX.
Regards,
mimijones
06-13-2013 12:53 PM
Hi XXXXX,
I can understand how frustrating this situation has been for you. You have already waited a long time for a resolution and I hesitate to say this, however, I would need some time to see what best I can do for you.
You are a valued customer and we would try our best to ensure that you are satisfied with the product you have purchased. It does matter to us that you remain a happy and satisfied Dell customer.
Please grant me a few days to try to resolve this issue. I will get back to you as soon as I have a working resolution available for you.
Thanks and regards,
XXXXXXX
For easy access to drivers, manuals and product updates, please visit our Support Site .
06-13-2013 1:22 PM
Hi XXXXX,
Thank you for your patience with me.
I have checked your system records and I understand that your case is being handled by a Senior Escalation Specialist and a new system replacement has already been processed.
As per XXXXXX the replacement system is estimated to be delivered to you by the 18th of June, 2013.
Our senior specialist will continue to be in touch with you and confirm once you receive the replacement system. My intervention in these circumstances is not required or correct as the senior specialist would provide you with the best resolution available.
Thanks and regards,
XXXXXXX
DELL,
The replacement that may or may not be on it’s way, remember I heard this before almost a month ago with a delivery date of 8 days is not worth half of what I paid, nor does it have any of the software I paid to have put on my broken dell twice, I was at XXXXXXX this morning found a similar product for half of what I have into the laptop that has not functioned correctly since January.
I do not need a DELL response to this, I am just want DELL customers to realize the problems I have had with your product, I believe my XXXXXX-ing certain names/etc removes all concerns regarding this post. It is not derogatory, does not threaten legality issues, nor names anyone in a negative manner. If I am incorrect in the selective posting I request you be more specific in the nature on your removal.
Also, my last comment is I posted my letter in its true entirety and it was removed within two hours, why can't dell fix my computer in such a timely manner...too funny DELL. Honestly I believe DELL should have been a better representative of their products vs their blogs.
mimijones
7 Posts
0
June 11th, 2013 12:00
On follow up from representative in the escalation team ext , I was told I will get a full refund of money spent and a confirmation of the refund within 24hours. If this is the case, I will sign off in a thank you. I will keep the community informed.
mimijones
7 Posts
0
June 11th, 2013 14:00
So...without a working lap top since January 30th, $500 laptop; $150 extended warranty; $100 Norton $100 Microsoft office and $60 for a card program plus 20hours at $20.00/hr - and DELL wants to give me a lap top that I can go purchase at Walmart for $398. In the consumer market DELLS are now the cheapest you can get, Acers cost more. According to "escalation team" rep "it may not matter to me" the customer because I am getting a faster processor and that's their upgrade but IT MATTERS TO DELL - so the customer. Even though the rep has "big concerns over the time span of the "replacement" 15 days, what??? 15days ...HELLO DELL TRY SINCE JANUARY 30TH. - I deserve more than a $398 computer that I couldn't ebay for more than $200 and DELL doesn't want to supply it - lost a angry customer, who has no problem telling people NEVER TO BUY A DELL -
DELL-Babita S
3 Apprentice
•
1.3K Posts
0
June 13th, 2013 12:00
Hi Melissa,
We are sorry to hear of the inconvenience caused to you. Thank you for contacting us and bringing your concerns to our attention. Please contact me privately by clicking on my name in BLUE next to my picture, select "Send Email" or "Start Conversation" and provide the following information. I am happy to look into your concerns.
Name:
Email Address:
Shipping Address:
Phone Number:
Order Number:
Service Tag Number:
Country of purchase:
Current country location:
Issue:
Thanks and regards,
Babita S
#iworkforDell
For easy access to drivers, manuals and product updates, please visit our Support Site .
mimijones
7 Posts
0
June 18th, 2013 12:00
The XX are area’s I was asked to be removed by DELL to allow my post, I tried to confirm this would be acceptable however their removal email had a noreply so I did my best, I hope this is an acceptable post
June 12, 2013
Dell Corporation
1 Dell Way
Round Rock, TX 78682-7000
Dear Mr. XXX
I am writing regarding the poor service I received when I purchase a defective DELL laptop. I apologize for the length of the letter, but this is to show that ineed I have all records….XXXX.XXX.XXX
4/26/12 Bought Product: Service tag XXXXX DELL Inspirion laptop purchased at XXXX $500, around Christmas the laptop start lagging with the cursor and I became more frustrated, eventually within less than eight months of ownership it was unbearable, the DELL started skipping around during typing so much and it progressively got worse to the point where I had to contact DELL support on 1/30/13.
DELL support had me reinstall drivers and change settings etc, with no help to the situation. As it was under warranty, DELL recommended I send it in via a fedx box that would be delivered to my home. They said it needed a new palmrest. I waited and waited and the box never came. Finally I called again and found they mailed the box to Oklahoma and when delivery couldn’t take place in Oklahoma ( I live in Wisconsin) DELL received the box back and never followed up with me. Only when I called them did they resend the box.
Please note: on 1/30/13 they sold me a “extended warranty” and they got that address correct to charge my credit card .
So, more time goes by as my lap top is in for repairs. February 9th, I am in conversation (recorded on XX) with X and I continue to explain that I believe with the miscommunications, the failure to diagnosis the problem with my laptop, I am hesitant that when it is eventually returned to me the problem will not be solved. I was leaving for an unexpected trip and needed to take my lap top with me, unfortunately the repairs took longer and I didn’t receive it back in time, causing me undo stress as well as inability to perform necessary tasks and duties.
2/21/2013 (three weeks later) I received the “repaired” laptop and begin to use it again. On 2/24/2013 I again reported to DELL in writing that “400 words typed and it skipped around 3 times - I am sure it is not fixed”
03/03/13 I called Dell again this time, after a long period on the phone they claimed it needed a new palmrest and keyboard, according to my notes on XXX . Took more time with irritation with phone calls and discussion, I believe problem was “temporarily” resolved on/or around 3/18/2013 only for the exact same problem ‘SKIPPING CURSOR” to start all over again to make me call DELL again on 5/15th or 16th – oh DELL says it must need another palmrest and maybe a mother board we will send you a box and you’ll have to send it back in.
Are you kidding me? This is a lemon a lemon I say to DELL, I need a new computer. This has caused me nothing but grief, unwarranted stress and inability to do the work that it was bought for. I have not used it properly or the way the product was intended four of the 13 months I owned it. Again four of the 13 months I owned it and they want me to send it back. Well, honestly they say to me, it’s out of warranty, it’s a good thing I paid the additional $150 on the extended warranty or there would be no conversation. My frustration escalated. I have huge projects due, I bought this computer to use for a non-profit youth organization. I have 500 kids I have to prepare for from 5/15 to 6/2. This is mandatory work I am solely responsible for and the work absolutely needs to be done on a computer. Hard to prepare aXXX spreadsheet, XXX, etc without a computer and XXXX office. I am livid…I am angry and tired of the DELL piece of XXXX. Out of 13 months, I get to use the computer I paid $500, bought the service contract $150.00 installed XXXXX, and other software products for nine months and again after being told it’s a good thing I bought the extended warranty or I would be out of luck, even though it is the same same problem as in the month of January .
Through escalation, DELL finally agrees they will send a tech out. On May 22nd, one week after my initial call the technician repairs the laptop with a new mother board and another palmrest. While the tech was preparing to leave, we checked the lap top and it was malfunctioning again, the same problem <ADMIN NOTE: Substitute character removed as per TOU> back to January it would skip around while typing, the cursor would jump and be real laggy. He called DELL sitting next to me, he advised them to send me a new lap top. The DELL representative said no, they will replace the hard drive, meaning restoring everything to factory settings, me losing everything all the software, all the passwords, all the documents, the printer and fax drivers, etc. I said NO, it’s not going to work I need a new lap top, this is a lemon. The DELL (on the phone) rep said and I quote: “ I promise you this will take care of the situation”. I am in tears, I don’t have $600 to go out and buy a new lap top. I am failing in my duties as president of the youth organization because I cannot get the work done, I don’t have a laptop to work on. I felt like I was being held hostage by DELL, at least my work and my duties were without the proper equipment what can I do. I agreed because they after a long discussion DELL agreed to send out another tech with the hard drive. I purchased a 16gb flashdrive @ $19 to back up my system as I was assured by DELL, a promise no less that this would work. On May 23rd, a tech installed a new hard drive on my computer. On 5/24/2013 DELL called me and I reported that I reinstalled my last version of XXX office, I spent $60 to install a software program because the cd no longer worked and I absolutely needed this program –used my last XXXXX only to find the problem was NOT solved. The same problem I reported in January, March, and May continued on my lap top. DELL’s answer to me, give it a couple of days we will call you back on Monday May 27th . They did, they called and I reported that it was not working, I was told on May 27th I would get a replacement lap top with XX office already installed. So, since all the problems I had, I still had responsibilities to my organization. I would give up home time and go into work and work the weekends to utilize the computer at work for all the projects that had deadlines.
Do you think the frustration, the stress, the heart palpitations and headaches DELL caused is acceptable? I most certainly do not, and I hope as the XXXXXXXXXXXX would help me resolve this. I was told by DELL I would have my lap top in 8 days, it’s three weeks later, the work is done, the projects got done through a lot of extra work and time on my paid job. Per the escalation team it is scheduled to be sent out on June 17th. The escalation team feels they upgraded to as they addedXXX (office program) but I have to send a computer back that’s had XXXX(office program) added twice I paid to have it on, that’s not an upgrade? They feel they upgraded to appease me by giving me Windows 8 – I don’t want to learn another operating system I use windows 7 at work, this is not an up grade to me. I don’t know who has to pay for another XXXX to be installed, my subscription is used I added it twice to the broken laptop, I have to rebuy a software program, it’s XXXXl to share programs correct?
The time, the stress, the unanswered phone calls and ignoring me for so long, the broken computer for six months, I have put hours into trying to get a working lap top that remember is under warranty. No one seems to understand, this would not be an issue if any of the following would have happened:
1. When I was promised that replacing the hard drive would solve the issue, I didn’t have to spend hours inputting everything again and using the last of my XXXXXXX subscription– digging up driver cds for the second time. Had they agreed to send me a new lap top on 5/22 when it was advised by a DELL rep.
2. When I again agreed that I would accept a comparable lap top on 5/27 with XXXX office program installed and delivery within 8 days, delivery date of June 3 (hey…check their phone conversations they are recorded) I have nothing to hide, my documents are in place.
3. I requested a refund in May for $500 (price of laptop) and $150 price of extended warranty, just send me my money back.
But now, yeah….I’m over angry, I don’t even know how to describe my frustration and my disappointment in the customer service and products produced by DELL. The unbelievable way a person is treated, I don’t have a lap top for fun and games, I work hard as a volunteer for 500 kids and I get treated this way. I can’t believe companies are allowed to do this.
I requested an upgrade because of the time I had to put in trying to get a new product fixed. I have to pay and add on for a 3rd round of XXXX, other specialty programs, hours of installation of software and update etc. My total bill for this lap top is $910.00, that is without my time @$20/hr. I don’t want windows 8 why should I have to experience more grief, honestly I don’t’ have time in my life to learn a new product. The last rep Mr.XXXX said to me that the upgrades Dell is offering (which does me no good) “may not matter to you” he said to me but it “matters to DELL”. My interpretation on that line, goes to prove we the consumer do not matter to DELL.
I did request from Mr.XXXX to speak with his supervisor to inform him of this complaint, I was informed that there was no one above him, the case ended at this level and all future correspondence are to be completed via email only.
I understand I don’t have a choice Windows 7 is not available, but let me say…than I want – 14”dell, touchscreen, windows 8 – all other same configurations. If it costs me whether in time or money than it should cost dell, I should not have to continue to suffer, opposite of what MrXXXXX said I should matter, DELL can most certainly make this right. Dell has product liability here, as well as failure of consideration in the contract when your representative “promised” me the new hard drive would fix the system as well as when your representative said I would have the new lap top in 8 days.
Please DELL honor my request, failure to hear from you in 10 days I will forward this letter to the XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX as well as XXXX where the product was purchased and for kicks XXX Computers, because my husband’s 6 year old XX is still working for him. I will also continue to look at XXXXX for possible resolutions XXXXXX.
Regards,
mimijones
06-13-2013 12:53 PM
Hi XXXXX,
I can understand how frustrating this situation has been for you. You have already waited a long time for a resolution and I hesitate to say this, however, I would need some time to see what best I can do for you.
You are a valued customer and we would try our best to ensure that you are satisfied with the product you have purchased. It does matter to us that you remain a happy and satisfied Dell customer.
Please grant me a few days to try to resolve this issue. I will get back to you as soon as I have a working resolution available for you.
Thanks and regards,
XXXXXXX
For easy access to drivers, manuals and product updates, please visit our Support Site .
06-13-2013 1:22 PM
Hi XXXXX,
Thank you for your patience with me.
I have checked your system records and I understand that your case is being handled by a Senior Escalation Specialist and a new system replacement has already been processed.
As per XXXXXX the replacement system is estimated to be delivered to you by the 18th of June, 2013.
Our senior specialist will continue to be in touch with you and confirm once you receive the replacement system. My intervention in these circumstances is not required or correct as the senior specialist would provide you with the best resolution available.
Thanks and regards,
XXXXXXX
DELL,
The replacement that may or may not be on it’s way, remember I heard this before almost a month ago with a delivery date of 8 days is not worth half of what I paid, nor does it have any of the software I paid to have put on my broken dell twice, I was at XXXXXXX this morning found a similar product for half of what I have into the laptop that has not functioned correctly since January.
I do not need a DELL response to this, I am just want DELL customers to realize the problems I have had with your product, I believe my XXXXXX-ing certain names/etc removes all concerns regarding this post. It is not derogatory, does not threaten legality issues, nor names anyone in a negative manner. If I am incorrect in the selective posting I request you be more specific in the nature on your removal.
Also, my last comment is I posted my letter in its true entirety and it was removed within two hours, why can't dell fix my computer in such a timely manner...too funny DELL. Honestly I believe DELL should have been a better representative of their products vs their blogs.
Mxxxxxxx Hxxxx