• Report: #427202

Complaint Review: Dell Computer Corporation

Thank You

Read how Ripoff Report saves consumers millions.

  • Submitted: Sun, February 22, 2009
  • Updated: Sun, March 01, 2009

  • Reported By:Mayhill New Mexico
Dell Computer Corporation
Austin, Texas U.S.A.

Dell Computer Corporation Computer was defective on arrival... no sound Austin Texas

*UPDATE EX-employee responds: Tech Support

*Consumer Suggestion: dell tech support is a joke

*UPDATE Employee: System Exchanges / Returns

*UPDATE Employee: System Exchanges / Returns

What's this?
What's this?
What's this?
Is this
Ripoff Report
About you?
Ripoff Report
A business' first
line of defense
on the Internet.
If your business is
willing to make a
commitment to
customer satisfaction
Click here now..

Does your business have a bad reputation?
Fix it the right way.
Corporate Advocacy Program™

SEO Reputation Management at its best!

I ordered a 17 inch laptop, with upgrades, from Dell. I paid by credit card.

When the computer arrived in 10 days or so, I started it immediately, and found it was defective. There was no sound from the speakers. However, one of the two headphone jacks would produce sound, but from only one side of the phones.

I called the technical service number provided and began the five hour long process of being shifted from person to person, and department to department. I probably talked to six different persons. I was cut off three times, and had to restart the process each time.

Two of the technical support persons connected my computer with theirs via the internet. On the first occasion, the tech downloaded 17 software "upgrades" to my machine. No luck, and still no sound.

She advised me that since the machine was brand new, I was eligible for a replacement. I was agreeable at that point. However, that had to be done through the customer service department.

When she attempted to hook me up with customer service, I was cut off. I started over, and called back. "Customer care", as they call it, said no, they could not authorize a replacement, as that was under the reponsibilities of the technical support department. They tried to connect me with tech, again I was cut off.

I started over one more time and called technical support. The tech said, nope, they couldn't authorize a replacement, that was customer care's job. However, if I would give them access to my computer again, they were sure they could fix it over the internet.

This time, they erased all data on the hard drive and returned it the "factory image". That took about an hour. After all that, still no sound. They wanted to send out a tech to make repairs. I balked at that, saying I had paid for a new computer in proper working order and would not settle for a "repaired' unit.

"Sorry", he said. No replacement would be forthcoming as I had a brand new computer, with just a few minor problems. He assured me that when the minor problems were repaired, my machine would be good as new.

Again, it was back to customer care, who referred me again to technical support. They were always polite, but would never budge in their refusal to give me a replacement.

The next day, I was back at them on the phone, and had similar results. I also tried contacting them their customer support department via e-mail. Using their form, I submitted a detailed letter, clearly stating the computer problems and the steps their techs had taken to try to resolve it.

The customer service guy wrote back and said I needed to talk to the technical support department. I wrote him back and advised him that he had obviously not read my letter in detail, as I had fully apprised him of my episodes with their technical support.

Each time I called the support telephone, the recorded message offered to let me speak to a North American technician for an "additional fee". Otherwise, I would be routed to their regular support team (in India, as I later found out). I did not opt to pay the fee, and instead, spoke each time to regular techs.

I began to search for consumer comments about Dell on the internet, and was surprised by the many negative comments I found.

I tried one last time to contact the customer support department. This time, I stated flatly that I wanted my money back immediately. The clerk gave me return authorization number and said UPS would pick up the machine tomorrow. After they got the machine back, it would take up to thirty days to get a refund.

I do believe, that under Texas consumer laws, they actually only have ten days to make restitution. We'll see what happens.

In conclusion, as soon as I get my money back, I will never consider buying or owning a Dell product again.

Jfred
Mayhill, New Mexico
U.S.A.

Click here to read other Rip Off Reports on DELL

This report was posted on Ripoff Report on 02/22/2009 02:45 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dell-Computer-Corporation/Austin-Texas/Dell-Computer-Corporation-Computer-was-defective-on-arrival-no-sound-Austin-Texas-427202. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

Click Here to read other Ripoff Reports on Dell Computer Corporation

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Search Tips
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
REBUTTALS & REPLIES:
0Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE EX-employee responds

Tech Support

AUTHOR: Anonymous - (U.S.A.)

when you are buying your Dell computer they ask you if you wont pro-Support...which is priced from $79.00 to 189.00 depending if its 1,2 or 3 yrs
(pro-support is north american level 2 tech with 2 min wait time) normal support is out of india...and yes it will take you 3hrs to 3 weeks to get it fixed. And just a little extra info for you...Dell does not...repeat does not manufactor computers..they only assemble...Dell is just a name..they buy all there parts from other companies...and yes put there name and model on it...but they do not make any of the parts.
Respond to this report!
What's this?

#2 Consumer Suggestion

dell tech support is a joke

AUTHOR: Adam - (U.S.A.)

Thats what we get for outsourcing jobs. ask yourself this question why are u paying for first rate tech support from a third world country. my advice is next time buy an Apple. Yeah there more expensive but there operationg system is more stable then vista, and all there support is located in the United States as far as i know. I have bever been transferred to india when i call them. Never buy a dell. HP is better when it comes to tech support even. And there way cheaper and a better system. Your paying for the name when it comes to dell not the support or lack there of. shoot go to tigerdirect.com and look at there laptops and u can even build one thats probably cheaper and better then anyhting u will get a dell.
Respond to this report!
What's this?

#3 UPDATE Employee

System Exchanges / Returns

AUTHOR: Tellahliah - (U.S.A.)

Depending on what you say will get you transferred to different departments.
You say : Exchange for a New System, That is Customer Care and only way you could get a exchange for a new system is if it were damaged by shipping
You say you want a want a system exchange because of repeated hardware failure that would be technical support but for it to be exchanged it would have to meet other requirements as well.
but for a Return that is Care.
Respond to this report!
What's this?

#4 UPDATE Employee

System Exchanges / Returns

AUTHOR: Tellahliah - (U.S.A.)

Depending on what you say will get you transferred to different departments.
You say : Exchange for a New System, That is Customer Care and only way you could get a exchange for a new system is if it were damaged by shipping
You say you want a want a system exchange because of repeated hardware failure that would be technical support but for it to be exchanged it would have to meet other requirements as well.
but for a Return that is Care.
Respond to this report!
What's this?
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?

Advertisers above have met our
strict standards for business conduct.



Ripoff Report Legal Directory