I had a problem with my computer and called Dell because it wouldn't start up, I contacted Dell tech support after being on the phone for no less than 2 hours which as the process went on became the norm.
Anyway, the tech diagnosed the problem as being a bad motherboard and said I needed a new one. I ordered the motherboard and recieved the wrong one, it was a 300.00 dollar plus cost, I returned the motherboard and ordered a second motherboard, it was defective according to tech support.
I ordered a third motherboard and unfortunately I forgot to take the processor out of the second wrong board that I returned, probably due to frustration and just wanting to get my system up so I called Dell and per their normal routine I was passed of from Customer Care to Sales to the resolution department to tech support and this is what I dealt with for approximately 8 weeks.
Each time I was on the phone for no less than 2 hours at a time, I would estimate that I had 10 or 12 calls trying to resolve this, upon recieving the third motherboard I once again called tech support to get it installed properly and to add insult to injury each time they wanted to charge me for support, however dealing with the final tech support person I was told to seek help outside Dell, it became obvious that they were using a troubleshooting guide and are not trained properly to help it's customers.
I ended up calling Best Buy and had the Geek Squad diagnose and repair my computer which the Dell rep said would be taken care of. Geek Squad found out that I had a hardware failure in the hard drive, which Dell should have been able to spot thru the set-up menu, they didn't.
In conclusion it cost me 155.00 for a new motherboard 227.00 for a new processor, mind you they did not return my processor as promised by one of their technicians and in addition the Geek Squad charged 169.99 to diagnose 129.00 to re-install the operating system and 79.99 for a new hard drive, I could have bougnt a new computer for that amount, needless to say in retrospect it would not have been another Dell product.
Dell has refused to credit my account for the cost of the processor, fortunately I was able to recover the cost of the motherboard and the only thing I am requesting is the cost of the processor, 227.00 which they apparently don't care about, not only taking care of the customer, but the supposed reputation of their company.
Anything that can be done will be greatly appreciated.