- Report: #494074
Report - Rebuttal - Arbitrate
Complaint Review: Dell Computers / Dell.com
Dell Computers / Dell.comwww.dell.com Internet United States of America
Dell Computers - Dell.com Sent defective computer; refused to replace, insisting on 'repair.' Internet
* : Replacement on Mini
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Do not, I repeat, do not continue to order computers from Dell.com! They need a serious decline in their sales to realize that they must improve their customer service! A few months ago, responded to an offer to purchase an XPS laptop from them with an included three year warranty. When I received the computer, it was listed as having a two year warranty, and despite several telephone calls to customer service, they refused to honor it, even though I still have the flyer from which I placed the special offer order and scanned and sent it to them.
About July 22nd, ordered a Studio 1555 and added on the Dell mini as a gift for someone else. The mini had a defective screen right out of the box, but they refused to replace it, saying that the warranty was for repairs. I explained that it was a gift, but again, despite speaking to numerous people, including 'managers,' they refused. Was sent through 'tech support' 3 different times so that they could try to fix it. The phone tree for tech support did not have an option that applied to my situation, so it was a nightmare trying to get to a real person. All but one was nearly unintelligible! Every single one of them asked for multiple order/service tag numbers as well as my telephone number and e-mail address, but no one contacted me after they hung up on me or we were cut off.
I knew that it was not a repairable problem, and one tech guy even acknowledged that, but failed to make a note, so I had to go through it again. When I insisted on a replacement instead of a repair, another tech guy noted that "there is nothing wrong with the computer; she just wants to return it." I offered to return the whole order, but they said that they would charge me a restocking fee of 15% even though it was defective. I finally reached someone who said that they would replace it, but not in time for the gifting event. She referred me to sales, stating that I could purchase a new one for the same price and return the defective one, but that was another frustrating dead end! Sales wouldn't honor the price, saying that the previous caller had 'not made a note' and when given her name for them to contact, said that they were 'not authorized' to send out a new computer, even though they acknowledged that they had one 'on the shelf' ready to go, and I had made no upgrades to the stock model.
I literally have 16 different 'reference' numbers, few of which seemed to be accessable to anyone else within Dell. The standard line was that "he/she didn't make a note." Over four days, I spoke to 22 different people, spent literally 9 or 10 hours on the telephone, and after over a month, have finally received a replacement, of no use to me as an intended gift. Now of course, the warranty card that I received is wrong, listing the defective computer and the 'purchase' date nearly 6 weeks ago.
I have owned eight different Dell computers, but I swear that I will NEVER, EVER purchase from them again! (P.S. If you really want a Dell, buy through Costco -- you can take it back on the spot if it is defective)
This report was posted on Ripoff Report on 09/12/2009 10:06 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dell-Computers-Dellcom/internet/Dell-Computers-Dellcom-Sent-defective-computer-refused-to-replace-insisting-on-repa-494074. 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.
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