DELL SUCKS (rant)!!!!

[kokemon23]

I just got off the phone with Dell, and there business practices are very suspect. I have a Dimension 4550, and the invoice date on it is 10/17/02. The hard drive and motherboard both seem to have died on me, and I called them on 9/27/03, a Saturday. After getting through initially, I waited on hold for 1 hour and 45 minutes until I gave up. I left the country on 10/2/03 for 3 weeks, getting back yesterday. Called today, they told me that since it was undocumented, I was out of luck and they wouldnt replace the parts. Now, my warranty is expired by 4 days!! After much talking, was told I could call the warranty people, they would extend the warranty, then I could have them replaced. Lo and behold, the warranty people tell me to go f myself, have a nice day. :| Is there any other recourse? Am I totally wrong to be upset? Policy is policy, but this is horrible customer service.

Cliff notes:
Mobo and hd die
call dell, wait forever, hang up
leave country
come back, call, warranty expired by 4 days
told i'm fuct


DELL SUCKS!!!!!!

 

[OREOSpeedwagon]

this looks familiar, is this a repost

 

[kokemon23]

nope, this happened not 10 minutes ago.

 

[CraigRT]

Originally posted by: OREOSpeedwagon
this looks familiar, is this a repost

could very well be

 

[dman]

I'd think they would have taken care of it for 4days too. OTOH, you could have emailed while out of the country, or called back on 9/29, 9/30, or 10/1 for support before you left.

Maybe write a letter w/ documentation that you left on 10/2 until 10/20 (plane tickets) and see what comes of it.

If not, a new mboard and drive isn't the end of the world to replace... but again, I agree w/ you that they should have taken care of it.

 

[Viper22]

Originally posted by: kokemon23
I just got off the phone with Dell, and there business practices are very suspect. I have a Dimension 4550, and the invoice date on it is 10/17/02. The hard drive and motherboard both seem to have died on me, and I called them on 9/27/03, a Saturday. After getting through initially, I waited on hold for 1 hour and 45 minutes until I gave up. I left the country on 10/2/03 for 3 weeks, getting back yesterday. Called today, they told me that since it was undocumented, I was out of luck and they wouldnt replace the parts. Now, my warranty is expired by 4 days!! After much talking, was told I could call the warranty people, they would extend the warranty, then I could have them replaced. Lo and behold, the warranty people tell me to go f myself, have a nice day. :| Is there any other recourse? Am I totally wrong to be upset? Policy is policy, but this is horrible customer service.

Cliff notes:
Mobo and hd die
call dell, wait forever, hang up
leave country
come back, call, warranty expired by 4 days
told i'm fuct


DELL SUCKS!!!!!!

Well honestly Dell is not in the wrong here....you called and than hung up without getting any type of Service Request etc number and than didnt call them back until after the warranty expired. Basically you're our of warranty and now want them to pay for the RPL parts? Yea i know its only 4 days but most business's would do the same thing. No documentation that you had called in = your SOL man sorry.

 

[Viperoni]

so you had a Monday, Tuesday and Wednesday to call as well... and you didn't?

 

[T2T III]

OTOH, you could have emailed while out of the country, or called back on 9/29, 9/30, or 10/1 for support before you left.

Agreed. I would have persisted to get the case documented before the warranty expired. Plus, there are usually "opportune" times of the day to call to avoid long phone wait times.

However, I do feel that this is a very bad situation. Dell should take care of you - even though you are 4 days out of warranty.

 

[kokemon23]

Yeah, I know that I had those days, but I figured I would have to wait on the phone for a similar amount of time, and just didn't have it (preparing for an overseas trip can be very time-consuming). I'm probably SOL. I know the replacement part is pretty cheap, but wouldnt it be even cheaper for Dell? Why would they do this over what's probably a $70 part?

 

[hdeck]

they have always been prompt with me. i had a power chord failure on my laptop and they replaced it within a week, no questions asked.

 

[Ornery]

I'd like to know how both a motherboard AND HDD died at the same time. Talk about very suspect!

 

[Sukhoi]

Originally posted by: hdeck
they have always been prompt with me. i had a power chord failure on my laptop and they replaced it within a week, no questions asked.

Do you live in a circular world?

 

[ElFenix]

honestly, it's your dumbass mistake

 

[Snuffaluffaguss]

how did your mobo and hd go "out" at the same time?

 

[kokemon23]

i have no idea. the computer was working fine, now it doesnt. when i tried the parts in this computer, neither the mobo or the hd worked. no installs, no power surges, nothing.

 

[Sukhoi]

Usually Dell mobos are propriatery (sp?)...

 

BAN THIS DELL PERSON!

 

[isekii]

Call em up again,

ask to speak to the Supervisor, explain the situation.

Tell them you're very disappointed, and that machine will be the last dell you'll ever purchase and you'll pass the word along to family and friends.

 

[DarkMajiq]

Have you tried calling again and trying to speak with a supervisor or someone slightly higher up the chain of command than the guys who just answer the phones? I would try that first, because while technically you're in the wrong here, this is the kind of thing that companies will sometimes give you a bit of leeway on if you can talk to someone who has the authority. You may not think so, but it actually can make good business sense in a case like this, because the brand loyalty and good PR which can be built up can outweigh the small cost of the part.

 

[ElFenix]

Originally posted by: Sukhoi
Usually Dell mobos are propriatery (sp?)...

not particularly. the power connector, and that is about it.

 

[DarkMajiq]

Originally posted by: isekii
Call em up again,

ask to speak to the Supervisor, explain the situation.

Tell them you're very disappointed, and that machine will be the last dell you'll ever purchase and you'll pass the word along to family and friends.

Beat me to it, barely, although I would suggest not using that kind of threatening language, try to be constructive about it. Say that you were satisfied and were happy to be a Dell customer before, but that you think this is bad customer service, or something more along those lines than coming out and saying that you'll just badmouth the company.

 

[sharkeeper]

I'd like to know how both a motherboard AND HDD died at the same time. Talk about very suspect!

No suspect at all. Look at the name on the box. That says it all. Cheap junk assembled from floor sweepings. Profit margins so thin they take their support overseas. When will people learn?

Cheers!

 

[dnuggett]

Yeah, I know that I had those days, but I figured I would have to wait on the phone for a similar amount of time, and just didn't have it (preparing for an overseas trip can be very time-consuming). I'm probably SOL. I

Yep..... and you are blaming your laziness and incorrect figuring on Dell. GO SIT IN THE CORNER AND THINK ABOUT IT.

 

[BigJimbo]

i had this same problem a drive died and was out of warrenty by 13 days.....the western digital rep hooked me up and sent me a new RMA drive i guess its luck of the draw but that is another reason i will always buy WD!!!

call again if the same shtuff...call and call and call..

on a third note i have heard of them prolonging a warranty..give that a shot



even more rambling i had this same issue with gateway about 8 years ago....this is another reason why i resorted to building my own pcs

 

[arod]

Originally posted by: dnuggett

Yeah, I know that I had those days, but I figured I would have to wait on the phone for a similar amount of time, and just didn't have it (preparing for an overseas trip can be very time-consuming). I'm probably SOL. I

Yep..... and you are blaming your laziness and incorrect figuring on Dell. GO SIT IN THE CORNER AND THINK ABOUT IT.

you IMO deserve this because rule #1 when leaving the country, got your affairs in order before you leave. plain and simple.