Dell Canada Dell Failure to honour technical support warranty North York, Ontario Canada

On Sunday, October 30, I phoned Dell technical support for concerns regarding my Dell Studio 15 laptop. Specifically, my computer was lagging and would become unresponsive at times. Very occasionally, it would shut off without warning. I was concerned that the fan might be an issue but the technician informed me that a complete system restore was required. (We had done a diagnostic prior to this.)

I spent well over 4 hours with the technician, following the steps provided and also allowing him remote access to my computer in order to expedite the process. At the completion of the restore, I noticed that I could no longer make Picture Manager my system default as I had done so previously. I was assured that this would be looked into and that I would be provided with assistance by means of a call back. At that time, I did not notice any issues with my computer.

However, after my computer had been used for a few hours, it began to be slow and would also become unresponsive whenever re-installing my software. The lagging issue is not necessarily a constant one, but does occur frequently and seems to get much worse in the evenings. The issues occur with a variety of applications. Also, on Friday (Nov. 4), my computer again shut down for no apparent reason while I was working on it.

I received a courtesy call from Dell on October 31. I was informed that the Picture Manager issue was still being looked into and that I would be called back on the issue. I also informed the caller that the issues with lagging and unresponsiveness remained. I was informed that I would receive a call back on Tuesday, November 1. I made arrangements to work from home that day, but received no call.

On Wednesday, November 2, Employee XXX of the Dell Executive Customer Support Team finally called in the evening. I was not home at that time. My partner made arrangements for Employee XXX to call back during the day on Thursday. Again, I made arrangements to work from home for the day but received no call. Employee XXX did call back on Thursday night, but I was unavailable. Employee XXX also sent an email, to which I replied. I indicated that I would be available on Friday morning at 10am. Employee XXX indicated that he would make arrangements for one of his colleagues to call, but that colleague did not phone until Sunday evening. I then requested that information be provided by email as three separate call backs had been failed to be followed through during prearranged times.

Mr. Employee XXX finally emailed me back on Monday, November 7 and asked me to perform a diagnostic on my computer. Although I had already performed this task during my call of October 30, I performed another one. I received a reply today that a call-back needs to take place. I am very wary of making arrangements for call backs with Employee XXX as he does not follow through on his commitments.

Yesterday afternoon (November 8), I called technical support but was denied service as my case has been escalated. However, I expressed my concern as it is now over a week and no more support has been provided. My warranty offers me technical support 24/7 - and yet it had been over a week since I had received assistance concerning the matter of lagging, unresponsiveness, and occasional shut-downs, combined with my new issues of problems with Picture Manager default and a "jumpy" cursor.

As technical support refused to offer any assistance, I had no choice but to arrange another call back. I was repeatedly assured that I would most definitely be called at 11am Eastern Standard Time on Wednesday, November 9. In addition, I wrote an email to Employee XXX, copying it to his two supervisors and also to the manager of technical support (with whom I had spoken at the end of my telephone conversation).

When I arrived home just after 10am on Wednesday morning (November 9), there was a message from Dell which had been left just prior to 10am. Nobody called at 11am, as had been arranged.

I am at a total loss as to what to do at this point. I have now made arrangements for four separate call backs which have not occurred at the agreed upon times. I am refused support from technical support so I am left with a computer that is not functioning properly.