Dammit Dell! - updated

[dude8604]

Argh, I can't believe Dell support. I bought a refurbished Inspiron 8500 (see this thread for details), and as soon as I got it, I was getting blue screen errors. I have worked with Dell support for a few days on fixing this, an now they want me to reinstall the OS!

Their latest email:

Dear Philip ,

Philip , after a period of thorough troubleshooting, either over
the phone or through email, a Dell technician may determine that
it is necessary to replace a defective hardware component. At
that point, a replacement is dispatched and, if it is an internal
component, a technician brings it out to the customer's location
and replaces it. If it is an external component such as a monitor,
keyboard, mouse, etc., the part is shipped and the customer replaces
it him/herself. The onsite agreement does not have any provisions
to handle software issues; these are usually best handled over
the phone or via email.

Philip , please perform the clean installation of the operating
system, ths is the only way the issue can get resolved.

Please let me know the results.

Respectfully,

** Salome **
** ~DTC57575**

that was in response to:

I really don't think that this is the solution. I assume that when I received the computer, it had just been reformatted. As I've said twice now, I paid for an extended warranty with AT HOME service, service which I think this situation warrants. I am disappointed that Dell would sell me a non-functional product, and even though it was refurbished, it's supposed to work. I really didn't expect to spend over $2000 on a computer and have to fix it. Please send somebody out to fix it, or send me a replacement laptop. Thank you.

- Philip *****

my latest email:

This has nothing to do with the onsite agreement! The computer came damaged and I want a replacement. I am really losing my confidence in Dell. Are you saying that it is okay for Dell to sell a broken computer? Please forward this to your RMA department and have them send me a return shipping label. Thanks.

edit: update!

their response:

Dear Philip,

Dell eSupport & Services does not handle customer credit and
return issues. If you need assistance with the order or return
you should contact Customer Service at 800-624-9897 or customer_service@dell.com

Respectfully,

** Salome **
** ~DTC57575**

Cliffs notes:
* I buy a Dell refurbished laptop
* Since first use, I get blue screen error messages
* I contact Dell support and try some of the things they recommend
* Doesn't work, so I tell them to send out a tech
* Dell support says I must try some other things before they send out a tech
* I say: it's a new laptop, why should I have to fix it already? Let me return it
* They say: contact customer service
* I filled out the damaged items replacement form
* waiting for response...

 

[Yax]

Just tell them:

1. I don't know how to reinstall
or
2. I already reinstalled, but still got the same errors. Must be hardware problems.

 

[UNCjigga]

Whee! I just bought that Dell 2400 for $330 shipped.

 

[dude8604]

bump for update.

 

[Ryan]

UM, why in the hell don't you jsut reformat and see if that fixes your problem? It isn't rocket science.

 

[Yossarian]

So why don't you reinstall the OS?

 

[AgaBoogaBoo]

Pursue it, don't stop

 

[Kipper]

Ever since they started outsourcing their work to India, Dell's customer support has gone down the tubes. It's not just isolated cases, either. Personally have heard from over ten people that they are very unhappy with Dell's support.

Naturally, I'm the one fixing it and I usually get a free meal so who cares?

 

[dude8604]

It's a new computer which shouldn't have problems, first of all. And second, I'm really busy lately.

 

[HappyPuppy]

It's Dell's game and if you don't play by their rules you will lose. Just do what they say. Reinstall the OS and then take it from there.

 

[DaWhim]

Dull.........

 

[RagingBITCH]

Originally posted by: dude8604
It's a new computer which shouldn't have problems, first of all. And second, I'm really busy lately.

It's not a new computer. It's refurbished, which could mean it was used by a customer who fvcked it up and returned it because he had worms and viruses on his system, or it had hardware issues, or it had software issues. You don't know if Dell wiped the slate clean and reinstalled everything when they got it back from the original customer. Restore everything back the way it is

 

[Squisher]

Originally posted by: PipBoy
So why don't you reinstall the OS?

 

[dude8604]

Originally posted by: RagingBITCH

Originally posted by: dude8604
It's a new computer which shouldn't have problems, first of all. And second, I'm really busy lately.

It's not a new computer. It's refurbished, which could mean it was used by a customer who fvcked it up and returned it because he had worms and viruses on his system, or it had hardware issues, or it had software issues. You don't know if Dell wiped the slate clean and reinstalled everything when they got it back from the original customer. Restore everything back the way it is

Yeah, but they sell the computer saying that it works. I spent over $2000, and I shouldn't have to do any work.

 

[Ryan]

Originally posted by: dude8604

Originally posted by: RagingBITCH

Originally posted by: dude8604
It's a new computer which shouldn't have problems, first of all. And second, I'm really busy lately.

It's not a new computer. It's refurbished, which could mean it was used by a customer who fvcked it up and returned it because he had worms and viruses on his system, or it had hardware issues, or it had software issues. You don't know if Dell wiped the slate clean and reinstalled everything when they got it back from the original customer. Restore everything back the way it is

Yeah, but they sell the computer saying that it works. I spent over $2000, and I shouldn't have to do any work.

Boo fscking hoooo - now reformat the damned thing and quit bitching.

 

[Ryan]

dp

 

[Gunbuster]

1: Trouble shoot the problem on your own

2: Call dell and lead them down the correct path. its sorta like a choose your own adventure book, you tell the how you tested with a known good part, swapped parts between a good system, ran the 12 hour diag, went in door number 2, ..........

The CSR is using a script so you have to play the game for them to "turn the page"

 

[kranky]

How do you think you can win? You can't force them to send someone out, and if you don't want to reinstall the OS your only other option is to return it. You have to decide if returning it will give you the satisfaction you want.

Will returning it make you happy? If not, reinstall.

 

[dude8604]

Originally posted by: kranky
How do you think you can win? You can't force them to send someone out, and if you don't want to reinstall the OS your only other option is to return it. You have to decide if returning it will give you the satisfaction you want.

Will returning it make you happy? If not, reinstall.

Returning it will make me happy. Plus, there's one on their website for a few hundred less.

 

[ajpa123]

Originally posted by: dude8604

Originally posted by: kranky
How do you think you can win? You can't force them to send someone out, and if you don't want to reinstall the OS your only other option is to return it. You have to decide if returning it will give you the satisfaction you want.

Will returning it make you happy? If not, reinstall.

Returning it will make me happy. Plus, there's one on their website for a few hundred less.

Go for it!
I would concentrate on getting them to take it back, and you to start from scratch.

I called Dell and got a pre-configured 8500 that stickered for over $2400, for $1600ish. With tax, and surge protector and tax, it came to $1683 for the following back in March !

Model Inspiron 8500

Pentium(R) 4 - M CPU 2.40GHz, 2.4 GHz

Total Memory 512 MB

Hard Disk 80 Gigs

Model NVIDIA GeForce4 4200 Go (Dell Mobile) RAM 64 MB


Basically, configure your dream model, and figure on paying 2/3 of that price... Meaning, wait for a 15% coupon, combine that with $300 off an Inspiron 8500 and get the sales guy to add a few things...
Be prepared to be on the phone for a loooong time. I was on the phone for over 2 hours gettin my deal.

AJ.

p.s a fully loaded gaming/wireless ready/dvd-rw top of the line 512 mb 8500 should not cost you over $1500 right now. Ask them if they have any pre-configure ones that they would be willing to make deals on.

GOOD LUCK

Edit: I dealt with the Dell Call Center in Malaysia, just thought i would add that.

 

[dude8604]

I think they've discontinued the 8500. Is that true? I want an 8500 or an 8600 because I like the track stick (button mouse in the middle of the keyboard). The way I got this one was refurbished, because they aren't selling 8500s (at least not online).

 

[Abhi]

Originally posted by: dude8604
I think they've discontinued the 8500. Is that true? I want an 8500 or an 8600 because I like the track stick (button mouse in the middle of the keyboard). The way I got this one was refurbished, because they aren't selling 8500s (at least not online).

Its not online for the last few weeks as u mentioned. Guess its gone...

Get the 8600.

 

[Abhi]

And btw.... just re install...

It may be "Wrong" beacuse you payed for a working machine.. but hey... its the easy way out ... trust me.

Dealing with the ppl at dell is much more work IMO.

 

[dude8604]

Are the Pentium M's as good as the P4's for gaming? I thought the benchmarks weren't as good.

 

[Abhi]

Btw... i got this 8500 in October. And no.. it wasnt a refurb.
Mobile Pentium®4 Processor,2.4 GHz,15.4 WSXGA+
512MB, DDR RAM
Dell TrueMobile? 1300 WLAN (802.11b/g, 54Mbps) miniPCI Card
60GB Ultra ATA Hard Drive
24X CD-RW/DVD Combo Drive
64MB DDR NVIDIA® GeForce? 4 4200 Go AGP 4X Graphics
2 Year Limited Warranty plus 2 Year On-site Service
Microsoft® Windows® XP Home Edition
+ "Free" Dell True Mobile 2300 Router 1 yr warranty
The whole thing cost me $1654 after Tax and Shipping from DELL SB.