- Report: #588627
Report - Rebuttal - Arbitrate
Complaint Review: Dell Inc., Dell Computers
Dell Inc., Dell Computers1 Dell Way MS 8210, Round Rock, TX 78682 Round Rock, Texas United States of America
Dell Inc., Dell Computers Dell won't stand by their defective product Round Rock, Texas
I purchased a Dell Inspiron 1525 laptop in 2007 from Best Buy and within the first year I had 3 hard drive crashes and one heat sink issue. I also had problems with the computer rebooting by itself as well. I contacted Dell in November 2008 to explain my frustration regarding the laptop. It's obvious it is defective but they chose to blame Best Buy for my problems since I went to Geek Squad to have it repaired. I was under the impression Best Buy was an official Dell outlet since they sell their products and repair them there. For the people who sell their product, that's a horrible way to throw them under the bus like that. They said they didn't know what they were doing when they repaired it and gave me bad hard drives. I refuse to believe Best Buy would do that especially 3 times. I spoke to someone at Dell who promised me that they would examine my laptop completely and fix ALL problems I was having. I even wrote them a list of problems so they'd know. One problem was the computer shutting off due to overheating, another was that the screws kept falling out, another was that the cursor kept skipping lines when I typed and lastly that when I closed the lid, instead of going into hibernation like it's set at, it rebooted. They promised they'd fix it and make it as good as new. It was ready a few days later which to me was very fast considering what they had promised me and said it'd take about 10-12 business days for it to be done. When I received it, there was a small crack on the right corner that was not there when I sent it out and NOTHING was fixed except the heat sink. There were screws missing as well. If that's the product they stand behind as good as new then that's terrible. They told me if I called again I'd be charged $45 since my warranty expired. I am unemployed and do not have extra money so I didn't know what to do. If I contacted them, they'd charge me so I've tried to make due but now the problems are too much to ignore. It's overheating again after only about 5 months and all the problems are still there. I will never deal with Dell again because they're product is below average and customer service as well. Don't promise a customer something and then not deliver it. I am very dissatisfied with the quality of work they did and the fact they refuse to stand behind their product. If it's having this much trouble within ONE year, imagine how bad it'd be in two or three. I had other laptops before and none had this much trouble. It is possible for a laptop to be defective but Dell refuses to admit it and satisfy the customer. I have read on Dell forums about other people who've had trouble too and it seems like Dell just doesn't care. All of us can't be wrong. Dell needs to stand behind their product and do all they can to satisfy the customer, not just say things to shut them up. After 3 hardrive failures and now 2 heat sink issues, it's safe to say this is a defective laptop. How many times can you repair a broken thing? I've asked for a replacement but they refuse to do it and demand I sent them my laptop. They promise to fix it this time. Yes, because they followed through the last time. Right. Their customer service is terrible and rude for that matter and they transfer you person to person. It's very frustrating to spend so much money on a product and when it doesn't work right, not have the manufacturer not stand behind their product. It's a shame that Dell continues to get away with this and treat their customers terribly with inferior products. I guess the lesson here is don't buy Dell.
This report was posted on Ripoff Report on 04/01/2010 08:35 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dell-Inc-Dell-Computers/Round-Rock-Texas-78682/Dell-Inc-Dell-Computers-Dell-wont-stand-by-their-defective-product-Round-Rock-Texas-588627. 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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