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HORRIBLE Dell support

post #1 of 15
Thread Starter 
Hello everyone, i wanted to share with everyone my horror story in progress that i'd like to call Dell support. I had an Inspiron 700m with 2 USB ports. 1 would not recognize any devices even though they would work on other machines and the other would only operate at USB 1.1. I talked to Dell and they determined it was a FAULTY MOTHERBOARD which would have to be replaced.

Chapter 1: Monday June 11, 2007 i sent the machine sans HD because i had a ton of sensitive information that i needed. i received the laptop back in 4 days! WOW! thats what i call a great turnaround time. wait a minute, i cant plug my HD in. it turns out that the technician who worked on my machine put the HD connector upside down. DOH! it was a 2 screw process so i did it myself and now my machine is stuck in a continuous reboot loop with no BSOD or anything! talked to Dell agents and they were sure it was an OS issue and i would have to reformat and reinstall. took me almost an hour to back up my files in Safe mode, but when i went to reinstall windows....it would still reboot on its own!

Chapter 2: Thursday June 14, 2007 called Dell again and they determined it was a FAULTY MOTHERBOARD. didn't they just replace the motherboard? how could the machine be "CLEANED AND TESTED" (as per Dells Repair Report) if the HD couldn't even be plugged in and the motherboard was faulty AGAIN! 12 hours after receiving the laptop from depot, it was boxed up and ready to be shipped back the next morning. ridiculous.

Chapter 3: Friday June 15, 2007 Since the machine was going to be disassembled anyways, i thought i would call and inquire about an upgrade of some sort for the trouble. i spoke with a rep and they said "you will not be eligible for a system upgrade unless you have had all your parts replaced". thats when i decided to tell them that ive had the motherboard (twice), battery, lcd, cd-rom drive, keyboard, and ac adapter replaced over the years ive owned this machine. I asked to speak with a manager by the name of "PRADEEP" and he apologized for my troubles and would be speaking with his superior about an upgrade. He would email/contact me once he had more information.

Chapter 4: Tuesday June 19, 2007 I get a call from a manager asking if i had sent my laptop in yet. I told her that i had sent it friday morning and Purolator said it would be there saturday or monday morning. I gave her the information i received when I shipped it and she was able to track the laptop. I asked her if she had received any information from PRADEEP or any further developments on my case and she had never heard of PRADEEP and noone ive spoken so since has been able to find him. basically, i had a person pose as a manager feed me BS just to get me off the line. nice

Chapter 5: Wednesday June 20, 2007 I get an email from the manager who called the day before saying that the machine arrived at the repair depot and is being repaired. i will have the machine back by friday (June 22).

Chapter 6: Friday June 22, 2007 Its friday, im expecting my machine to catch up on 2 weeks worth of work, but no machine! its past purolator delivery times so i decide to call Dell AGAIN. i speak with ANOTHER manager who tells me the work is in progress and i MIGHT be getting it back on monday. just great. another weekend without a computer which means nothing is getting done. absolutely ridiculous.

total calls to Dell: 8 (with avg of 1 hr talk/wait time each call)
-to troubleshoot USB issue
-second call to troubleshoot USB issue
-to setup a dispatch and have machine repaired
-to troubleshoot windows issue after laptop is returned
-to setup a second dispatch and have machine repaired
-to call and inquire about upgrade with PRADEEP
-another call to check the status of the machine and find PRADEEP again
-final inquiry about machine

total days without a machine: 11 days and counting

total number of managers spoken with: 3

i was just so outraged with the treatment that ive been getting that i had to post this somewhere. how did Dell manage to get a B+ in this years tech support showdown done by LAPTOP MAG??!!

please share your stories and speak up against this mistreatment.

im trying to spread the word so Dell will shape up! can anyone suggest where else i should post with high amounts of traffic? i dont want to spam. i just want to let the world know my story. thanks!

MODS: if you feel this post needs to be edited in anyway, please let me know instead of deleting the post. thanks.
    
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post #2 of 15
thats sucks man, next time you plan getting a PC, consider making your own.
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post #3 of 15
Thread Starter 
i do have a custom built desktop pc, but its hard to find a ultra portable build it yourself laptop for cheap. i bought it for $650 when it was still retailing for $1200
    
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post #4 of 15
Thread Starter 
so today i get an email from Dell:

Hi XXXXX,

Looks like the delay was because they came across another issue and they are waiting on a replacement hard drive and test it again. That is all I know right now, I’m sorry about the delay this issue is more complicated then what we initially thought. Normally it doesn’t take this long but they are making sure that it is fixed this time before sending it back.



Thank you for your patience,


***??!!! its been exactly 2 weeks since i sent my laptop to Dell for the first time and they STILL dont even know what is wrong with the computer. this is complete BS. is there anything i can do to expedite this service? can i file a complaint with my local attorney general or something? BBB? this is ****ing ridiculous. of course, at this moment in time i am furious!!!

    
CPUMotherboardGraphicsRAM
Intel Q6600 G0 @ 3.6 GHz DFI Lanparty DK P35-T2RS Sapphire HD4850 @ 700/1035 2 x 2gb GSkill DDR1000 
Hard DriveOptical DriveOSMonitor
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Hard DriveOptical DriveOSMonitor
320gb + 2x750gb + 1tb + 2tb NEC 3550a 7 Ultimate x64 Dell Ultrasharp 2005FPW 
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post #5 of 15
They should just give you a new laptop.
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post #6 of 15
File a report with the BBB. They might not be able to do anything (though they might), but at least it will put another black mark on Dell's record.
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post #7 of 15
That's what you get for getting less-than-XPS support. When I call...they start hopping. THEY send the tech, THEY send the parts and THEY pay the bill. If I make enough noise or have enough issues they'll look at the history and issue me a new computer. I went through 2 Inspiron XPS replacements before I got one that worked flawlessly.

First one: Graphics/Mobo incompatibility causes artifacting/screen freeze/white out. After 2 months of trouble calls and replacements Dell sends a new one.
Second one: Same problem 2 weeks after receiving it. Dell opts to replace it IMMEDIATELY, no further questions asked.
Third one: Ran great for 2 years then the thermal grease seemed to evaporate or something. Need new grease. Still running great otherwise.
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Blackhawk Down
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post #8 of 15
Thread Starter 
this is freakin ridiculous. im going to call tomorrow and demand a computer. 2 freakin weeks. im so glad i waited until school was over before i sent it in. there is no way i could have survived 2 weeks of grad school without a laptop.
    
CPUMotherboardGraphicsRAM
Intel Q6600 G0 @ 3.6 GHz DFI Lanparty DK P35-T2RS Sapphire HD4850 @ 700/1035 2 x 2gb GSkill DDR1000 
Hard DriveOptical DriveOSMonitor
320gb + 2x750gb + 1tb + 2tb NEC 3550a 7 Ultimate x64 Dell Ultrasharp 2005FPW 
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Logitech DiNovo Edge Thermaltake 750w Rocketfish (Lian-Li PC-A71) Logitech MX700 
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CPUMotherboardGraphicsRAM
Intel Q6600 G0 @ 3.6 GHz DFI Lanparty DK P35-T2RS Sapphire HD4850 @ 700/1035 2 x 2gb GSkill DDR1000 
Hard DriveOptical DriveOSMonitor
320gb + 2x750gb + 1tb + 2tb NEC 3550a 7 Ultimate x64 Dell Ultrasharp 2005FPW 
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Logitech DiNovo Edge Thermaltake 750w Rocketfish (Lian-Li PC-A71) Logitech MX700 
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post #9 of 15
Thread Starter 
so i get an email from dell this morning stating:

It might not have been the motherboard that was the issue it could have been the hard drive failing and the section that contained the controls for the USB ports was corrupt. I’m actually very happy that they took the time to test it before sending it right back as this way the system does get fixed and not returned to you with the same problem

ARE YOU FREAKIN KIDDING ME??

i formatted windows and did a reinstall. im sure that "corrupt" portion would not cause the computer to be stuck in a reboot loop. what do you guys think i should do?
    
CPUMotherboardGraphicsRAM
Intel Q6600 G0 @ 3.6 GHz DFI Lanparty DK P35-T2RS Sapphire HD4850 @ 700/1035 2 x 2gb GSkill DDR1000 
Hard DriveOptical DriveOSMonitor
320gb + 2x750gb + 1tb + 2tb NEC 3550a 7 Ultimate x64 Dell Ultrasharp 2005FPW 
KeyboardPowerCaseMouse
Logitech DiNovo Edge Thermaltake 750w Rocketfish (Lian-Li PC-A71) Logitech MX700 
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Reply
    
CPUMotherboardGraphicsRAM
Intel Q6600 G0 @ 3.6 GHz DFI Lanparty DK P35-T2RS Sapphire HD4850 @ 700/1035 2 x 2gb GSkill DDR1000 
Hard DriveOptical DriveOSMonitor
320gb + 2x750gb + 1tb + 2tb NEC 3550a 7 Ultimate x64 Dell Ultrasharp 2005FPW 
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Logitech DiNovo Edge Thermaltake 750w Rocketfish (Lian-Li PC-A71) Logitech MX700 
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post #10 of 15
Quote:
Originally Posted by aHandzProduction View Post
thats sucks man, next time you plan getting a PC, consider making your own.
Making his own laptop?
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Once again...
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