Boycott Dell...here is why

[BigMoosey74]

My GF's laptop has been through 4 power adapters since 2004 and now we need to get a 5th one. I talked with a tech to see if they would send me a new one. Here is the Dell tech supervisor saying that their product won't last for more than a year and goes off on a tangent about clocks. I had to make this public based on how pathetic this is. Please boycott all Dell products. This conversation is not edited in any way...I did however remove my GF's last name.




9:05:30 PM Sup_Kiran_54330
So as i understand you have a problem with your computer.

9:05:39 PM Kathryn
I have a problem with my power adapter

9:05:53 PM Sup_Kiran_54330
yes, i agree.

9:06:05 PM Sup_Kiran_54330
and just give min 1 min

9:06:07 PM Kathryn
I also have a problem that I need to purchase the 5th one

9:06:31 PM Sup_Kiran_54330
yes, i was going through your conversation

9:06:40 PM Sup_Kiran_54330
about you asking my tech for the same.

9:08:07 PM Kathryn
I am asking that Dell provides me with a new power cable since there is an obvious flaw with these

9:08:30 PM Kathryn
unless it is normal for them to have a year life span

9:09:00 PM Sup_Kiran_54330
i agree with you kathryn, but in this case

9:09:00 PM Sup_Kiran_54330
just give me one more min

9:10:46 PM Sup_Kiran_54330
i now would like to know if you have purchased a new adapter the last time

9:11:04 PM Kathryn
Yes, the last one was purchased from Dell

9:11:11 PM Sup_Kiran_54330
because a new adapter will last for atleast 1 yr from the date of purchase

9:11:58 PM Kathryn
True, but I would hope that out of 4, at least one would last more than a year.

9:12:49 PM Sup_Kiran_54330
and as we keep changing the battery for a wall clock as and how it drains, we got to do the same when it comes to note book adapter or battery.

9:13:26 PM Kathryn
That has nothing to do with my power adapter, will Dell replace it or not?

9:14:48 PM Kathryn
Being the 5th adapter now since 2004 I am not satisfied with the quality of this Dell product.

9:16:36 PM Sup_Kiran_54330
i totally agree with you kathryn, but i m not sure as to why the adapters in this case arent lasting atleast for an year.

9:17:01 PM Sup_Kiran_54330
even if i ship you one i dont think it will last for an year.

9:17:22 PM Kathryn
That is probably true as well, but I am not going to pay for one that lasts only a year.

9:18:26 PM Manish_161523
Sure, i will do it for you.

9:19:11 PM Kathryn
You will provide me with a new power adapter?

9:19:16 PM Manish_161523
Sorry for typing error.Sent you by mistake. Sorry for the inconvenience

9:19:51 PM System
Manish_161523 has left this session!

9:19:59 PM Sup_Kiran_54330
With in the warranty if there is any problem with the adapter we could have replaced it for free. But now that the system is not under warranty , we would not be able to do it for you.

9:20:00 PM Kathryn
Is this some sort of a joke?

9:21:00 PM Kathryn
Will Dell not back their products?

9:21:39 PM Sup_Kiran_54330
Dell does only when there is some manufacturing defect.

9:22:35 PM Kathryn
This is obviously a manufacturing defect seeing that four of them have failed since 2004

9:22:55 PM Kathryn
I have a Gateway computer that is 8 years old and the power adapter is the original one.

9:23:13 PM Kathryn
If you cannot help me I would like to talk with your supervisor please.

9:23:46 PM Sup_Kiran_54330
i m sorry kathryn we would not be able to replace it.

9:24:19 PM Sup_Kiran_54330
I am the supervisor on the floor, and no body who is my supervisor.

 

[Fardringle]

There definitely seems to be a problem with the AC adapters you received or the way they are being used. (Note that I'm not implying anything here, just saying what the Dell support folks are probably thinking based on the number of adapters you've gone through.)

The supervisor you spoke to is correct in saying that they replaced it several times under warranty as they should have, but now that the system is out of warranty they have no obligation or responsibility to replace it yet again for free.

Out of curiosity, what model of laptop does your girlfriend have and when did the warranty expire?

 

[BigMoosey74]

They have replaced two of them under the computer's warranty but my GF has bought the last two since the warranty has expired. It is quite painful to have to buy a 5th when most likely it will die next year. I am not sure when the warranty expired, it was probably a couple of years ago, but it is an Inspiron 600m. I understand that the computer isn't under warranty any longer but needing 5 power adapters in four years is a bit over the line.

I find it rather humorous that the guy said that he didn't think it would last for a year but there wasn't a manufacturing defect.

 

[robisbell]

this sounds like a user issue problem, like where they are plugging it in at and if they are using a grounded out, and surge protection.
I have had dells and the AC adapter last me more than a year and this included a cross country road trip, cross country flights, etc. and never had to buy a new one. I think this is more about how the user is handling, storing and using the ac adapter than product itself.

 

[Fardringle]

The AC adapter itself has a 1 year limited warranty from Dell. If it died within 12 months of when it was purchased, you may be able to use that as a case to have Dell replace it for free. If not, then you'll need to purchase a new one. If you want to follow up on your Dell boycott, you can find some good quality 3rd party replacements on eBay. They'll also cost a lot less than the $66 that Dell charges.


edit: As Robisbell mentioned, I've dealt with many Dell laptops (and many different users) over the years and only had a small handful of AC adapters fail. It is possible that your girlfriend is using the adapter on bad power outlets that are causing it to burn out.

 

[Laputa]

Well, just buy a 3rd party adapter and see if it goes out in a year or not. If it does not goes out in a year, you then have a case and you will probably be happy with your laptop anyway. If it goes out in a year, then the problem is pretty obvious an user issue with the place of where the laptop is located. As for warranty goes, Dell honored it within it's time frame as their warranty spelled out. If I buy a car and has a 5 year warranty, I doubt if any dealer will replace anything for free after the 5th year. So the choice is pretty clear, buy a replacement from a 3rd party to justify your case.

 

[ch33zw1z]

Not much of a reason to boycott...

 

[tank171]

There is no reason to boycot Dell just because they wont send you a power cable after your waranty expired. They replaced it under warenty, so they did there job. It isnt their problem to supply you with them after the waranty is up.

 

[Build it Myself]

Originally posted by: tank171
There is no reason to boycot Dell just because they wont send you a power cable after your waranty expired. They replaced it under warenty, so they did there job. It isnt their problem to supply you with them after the waranty is up.

I agree with the OP, you're telling me that he should have to go out and buy a new cable every year because Dell doesn't want to make sure their products work properly? That's BS. I don't care if it's in warranty or not, I'd expect after seeing #'s like that to have it fixed. after 2 failed in the warranty period, something else should've happened before the warranty expired, and Dell should've taken the initiative to make sure that "something" did happen.

OP you're right to complain, that's BS and i've had the same thing happen with my averatec, and now that i'm out of warranty guess what...i've got a laptop sitting in the closet without a way to charge it...go figure huh?

 

[CrookBloke]

Along similar but more expensive lines --

I had an Inspiron 7500 that had the right hinge fail 4 times in warranty (3 years) and then once again after the warranty was over. It also had 2 motherboard replacements, 2 hard drive replacements, and a screen replacement.

User issue? Maybe. But I've owned and used other notebooks (Toshibas, Dells, IBMs) for as long a period and never had to replace anything on them other than batteries. But Dell just kept fixing the darned thing instead of replacing it. And, of course, I stopped throwing good money after bad when the warranty ran out.

I've seen people be tough on computers. (I'm not one of them.) I've seen people be tough on accessories, like a/c adapters. But you'd have to be pretty tough on a/c adapters to have 4 in a row go out in less than a year's time each. If that girl friend is plugging into an outlet that provides power that is THAT bad, I'd expect to see more than the adapters failing.

 

[krnmastersgt]

Gotta love technology and warranties, everything craps out a month or two after the warranty is up In any case it probably is something to do with the outlet, or perhaps being plugged in too long? My brother's hp adapter gets quite hot after being used while someone's using the laptop after like an hour or 2, and sometimes it runs cool for 5+ hours, the outlets make a large difference.