Report: Dell Computer
Category: Computer Manufaturers
Dell Computer Monitor fails after less than 15 months use. 3 months after warranty expires. Customer services' approach: 'Sorry, we can't help you' Round Rock Texas
*Consumer Comment ..12 Month Warranty ..I agree with you half-heartedly
Dell Computer
Fax:
Round Rock, Texas, 78682
U.S.A.
Submitted: 5/16/2003 3:45:35 AM
Modified: 8/26/2003 10:47:56 PM
Jim
Indianapolis, IndianaI purchased a new Dell Dimension 8200 computer in December 2001. Total value of the computer was $2023.00 I did not purchase an extended warranty. After about 15 months of use, my new 19' Dell P992 flat screen trinitron monitor decided to quit working. I now had a new $2000 computer that was essentially idle because the monitor does not work.
I called Dell computer customer service and was promptly offered condolences because the standard 1 year warranty had expired. I also wrote a letter directly addressed to Michael Dell (of course he never received it, but hey, we tried) explaining the entire process. I was called by a customer service manager approx. two weeks later (probably a twentysomething 'titled' customer service manager who was programmed by Dell to tell me sorry dude, no service).
At the time of purchase, I chose to upgrade portions of the computer instead of spending extra money on a 3 year warranty that in effect provides only 2 years of warranty service (if you factor in the first year). It was not worth the $300 price tag. Another Rip off!
A local monitor repair service ( and approved sony dealer) explained that I probably needed two parts to fix the monitor, a fly back transformer and horizontal output parts were suggested as probable solutions. These parts can run as little as $20 or as high as $200 depending on brand. The problem is that these parts are proprietary parts from Sony and even though the monitor repair service is itself a Sony dealer, the repair service cannot obtain replacement parts because Dell nogotiated a exclusive deal with Sony.
This again, is the ripoff. I cannot take this monitor to any repair shop and get replacement parts. Dell expects me to pack up the monitor at my expense and send it back to a Dell approved repair center so that they can control the price and parts to fix it.
The time factor alone is enough to say that my quickest and most time efficient solution was to buy another monitor and move on. All I would like to do is get the damn monitor fixed. Any suggestions? Does anybody know where I get parts to get this thing fixed? Hell, I would be happy to donate the monitor to someone needy. It seems environmentally insane to just pitch the thing.
I bought the computer thinking that Dell products would at least provide me with 3 years of quality service and beyond, however after 15 months my computer was shut down because of poor quality and absolutely no customer service. We consumers all know that Dell probably uses its' total number of complaints and just writes them off.
Dudes, there will be no new purchases of any Dell products again from this customer. Is this truely the death of customer service in this country? If so, Dell will fall flat in due time.
Jim
Indianapolis, Indiana
U.S.A.
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Updates & Rebuttals:
- Would you like some whine with your cheese??? Wahh wahhh wahhhhh Shawongunk [5/16/2003 5:02:43 AM]
- You want Dell to fix it for free? David [5/16/2003 5:50:18 AM]
- Shawongunk v..you may want to remove some of that gunk from your eye Jim [5/17/2003 3:42:22 AM]
- Shawongunk Comments Walter [5/17/2003 2:05:49 PM]
- Forget it and move on!!!!! Charlie [5/18/2003 8:27:35 PM]
- 12 month warranty? Jan [5/19/2003 6:12:08 AM]
- Good Monitor Gone Bad. Jim [5/20/2003 5:18:59 PM]
- ANOTHER EXAMPLE OF DISPOSABLE ELECTRONICS Julie [5/21/2003 10:39:06 AM]
- 12 Month Warranty ..I agree with you half-heartedly Kevin [8/26/2003 12:42:21 PM]
Submitted: 5/16/2003 5:02:43 AM
Modified: 5/16/2003 11:12:00 PM
Shawongunk
SOCKSVILLE, NebraskaU.S.A.
Would you like some whine with your cheese??? Wahh wahhh wahhhhh
Dude, you are the fool here! You purposely did not purchase the extended warranty because you thought it was a 'rip off.' (Interesting though, how now that warranty would come in REALLY handy ...) Then you have the audacity to call Dell and expect them to fix your out-of-warranty issue. Cheapskate customers like you always expect to get something for nothing, you make me sick. I'm sure Dell will not miss losing your business for one second.
You want Dell to fix it for free?
I really cant understand the first part of your complaint. Why would Dell fix your computer for free if it was past the warranty date?
The latter part however really sounds like a rip off. That sucks you don't have a choice of who fixes your monitor. I was just about to purchase a Dell and I'm glad I ran acreoss this report. I will ask them about this. I'm sure the salesperson wont know what I'm talking about tho. Did you ask Dell how much it would cost? Maybe it would be cheaper to have them fix it than to just go out and buy another one.
Shawongunk v..you may want to remove some of that gunk from your eye
Shawongunk: thanks for your vote...you may want to remove some of that gunk from your eye there Shawon and reread the report, there is no reference to expect getting the monitor fixed for free. Sounds like you've been hittin'the fire water a little too much while waiting in line at the socksville pay phone to call your probation officer. With a name like Shawongunk, you've probably established a wonderful reputation in Socksville. It would be my bet that the town folk in socksville probably had you arrested for being a peeping tom around their barn yards. I'll bet your mother and father were embarrassed when you were hatched so they gave you that name so that they could have a few laughs..its working....
Shawongunk Comments
Hey Shawongunk,
Your comments back to the original complaint made me laugh. How much stock do you have in Dell? Anybody that reviews the cost of Monitors and how fast the cost drops each year realize that any warranty over 1 year IS A COMPLETE RIP-OFF.
Besides, looking at the total cost of a PC especially DELL and you'll see they still eak out a profit margin on the hardware where most retailers rely on over priced software and maintenance to stay a float.
In my book this gentleman has a solid complaint and if DELL simply pulled their head out of their rifice they would have sent this guy at least a refurb just to keep his business.
I didn't watch my friends die face down in the muck to let this agression stand. Please review your thoughts and get with the program.
U loser.
Forget it and move on!!!!!
You still have your PC. You can buy a new replacement monitor fairly reasonable and it does not have to be a Dell. As a matter of fact, you can probley get a better one at either Office Max, Best Buy, and or at any of the Office Supply stores.
I too purchased a Dell in 2000 (one with ME windows which was a dog and finely upgraded) and belive me, I will never deal with Dell again. Their warranty and service sucks. I would stick to Compaq and or HP. They too have some problems, but at least their service but is better than Dell. HP shipped us two
(2) replacement printers, all the way from Canada (an all-in-one Office jet $600.00, and a lazer, about the same cost)both for free replacement exchange with no questions asked, about a month after the warranty term had expired. I called them with some printer problems which they were unable to resolve on line.
HP also did not charge me for the 3 hours on the phone time with the HP tech who tried to resolve the problem. At least they tried to keep me happy and I'll buy their products again.
12 month warranty?
Where is the rip off? You paid for a monitor and 12 months of warranty coverage and that is what you got. You did not pay for 15 months of coverage, why would you expect to get it?
Blaming the techs is a waste of time, if its out of warranty there's nothing they can do about it.
Now you say you were ripped off, were you forced to buy the monitor? Did Dell advertise one thing and then not deliver? What did you pay for that you didn't get? I guess I'm not real bright because I'm not seeing a ripoff here. It sounds like you got what you paid for.
Good Monitor Gone Bad.
Jan - Thanks for reading and applying your response, and its ok if you don't see the ripoff...My intention was not to focus on the warranty or customer service. But just for you, my opinion of Dell's customer service is that it is awful...it sucks. Read some of the other folks experiences with Dell service.
I believe their comments paint an ugly picture of their treatment. Maybe you or someone else has a pleasant experience to share and that's certainly wonderful, however I could care less about Dells service at this point. I will simply not buy a monitor from Dell Computer with their name on it again. Read the 'forget it and move on' comment prior to your response. This guy was obviously satisfied and that is a good example of his fair treatment.
My argument is moot now because it took exactly 1 day after the monitor failed for me to buy a new flat screen. By the way, Samsung makes a hell of a flat screen monitor. I also took my 'boat anchor' monitor to a local sony certified repair shop. They determined why the monitor failed but they cannot obtain replacement parts because the parts are proprietary.
We have to assume that Sony perhaps signed a profitable contract with Dell and in return, sony agreed to not supply parts and service to other repair shops. CRT Monitors are made by fewer companies and are mass produced inexpensively these days.
Parts will fail at a higher rate as well. So Jan, is that a valid reason to have Dell or anyone for that matter suck you into buying a warranty too? What does that tell you about their monitor quality Jan? I'm not knocking the computer, hell its a great box, but for some items they sell, Could this be disguised as planned obsolescense? Maybe not...but we as comsumers should do a better job shopping for better product..The damn Dell monitor failed after 15 months Jan...I was pissed and just thought adding to the ripoff report would help to inform savvy comsumers such as yourself...and what the hell, you get some intelligent responses sometimes too...Take Shawongunk from Socksville..I'm moving on now...
ANOTHER EXAMPLE OF DISPOSABLE ELECTRONICS
Jim,
This monitor is an example of the new, state-of-the-art electronic technology available to us: It would, more appropriately, be referred to as DISPOSABLE ELECTRONICS.
I do not understand why any company would sell a product and then expect you, the customer, to purchase a warranty, yet this is the way business is done these days. It's cheaper to toss it into the landfill than to have it fixed, and that stinks.
Sadly, people will not boycott companies who sell us GARBAGE at a discounted rate, then expect you to pay to ensure it will be fixed or replaced for a set period of time. We Americans are soooooo greedy and desperate for the latest, greatest gadget that we will destroy our economy throwing away potentially repairable electronic devices.
Next time, buy a monitor from a company who will FIX their products locally. If it can't be fixed, don't buy it!
12 Month Warranty ..I agree with you half-heartedly
Jim,
Personally (being a technician myself) I agree with you half-heartedly. The part should have lasted longer than it did, that I agree with 100%.
But as far as your sentiments about getting the monitor repaired, who in their right mind gets a CRT repaired? They've never lasted long since the beginning of home PC's, not to mention the fact that since home PC's have gone to the older age people who think they know everything and are really anal about how things should work, they have been really crappily made.
The monitors whether it be from Gateway, Dell, Compaq, HP, anybody they really suck. If you want anything that's worth a damn anymore buy it online and not from a major manufacturer such as the aforementioned ones, oh, and since you seem to know SOOO much about pc's, build your own.
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