ED Magedson – Founder
DELL ComputerInternet United States of America
In April 2010 purchased online new Dell Studio 15 including software. The computer was shipped without all the purchased software. It too months of calls and emails and complaints to Dell customer service being bounced back and forth between sales and customer service and technical service. They finally shipped the missing software but when received it was Windows Vista version and the new Studio was Windows7.
Another round ofmonths of calls and emails and complaints to Dell customer service being bounced back and forth between sales and customer service and technical service. InSept they finally shipped the correct version of the software. 5 months after purchase I was able to completely use the Studio.
Then it began to have software and hardware issue. Shutting down, blue screen errors, pressing two keys at once it shut down, over heating, mouse/touchpad issue. I finally got Dell to authorize service call. Tech came to house in November.
Replacing almost 80% of the parts including mother board, cooling fan, touchpad. I asked if I was getting new parts and he said he did not know for sure but often dell uses refurbished parts but said dont quote me. I was told by Dell customer service when they called to follow up that if the service call didnot 100% resolve theissue they would replace the Studio with new laptop.
Dell followed up for two weeks and I reported the same issues were still occuring and that the servicecall had not resolved the problems.
NOW it isend of December and 42 emails and calls later I still have an non working supposed new Dell Studio15 whichDell now refuses to replace. The best the can offer is to send another tech or to ship me a Refurbished Studio even though the computer hasNEVER worked properly. They say the only replace new computer with new computer withing 90 days regardlesseven if they shipped incomplete equipement or missing softward.
NOWafter dealing with a Senior Support Resolver Dell Consumer Resolution Center for six weeks and over 30 back and forth message and emails DELL refused to even let me speak to a manager or supervisor over the Senior Support Representative.
He just continues to send me an email ever two days saying please provide phone number and saying I have failed to respond and I send him a copy of the 30+ emails and list of dates and time when I have provided information and requests to speak to management.
SO DO NOT PURCHASE A DELL. They do not honor their statements made by sales and customer service they just waste time until you get to the point where you go away or stop caring.
SINCE they have shipped defective and missing Studio15 and I do not have an new working computer I have stopped paying DELL. Know my credit will be damaged but why should anyone pay over $800 for Dell Studio15 that never worked and Dell with not honor their promise to REPLACE WITH NEW STUDIO IF service call did not resolve issue.
DO NOT TRUST DELL WHAT SALES AND SERVICE SAY THEY DONT HONOR THEIR WORD.
This report was posted on Ripoff Report on 12/21/2010 06:23 AM and is a permanent record located here: http://www.ripoffreport.com/reports/dell-computer/internet/dell-computer-dell-dell-computer-sells-defective-and-dell-wont-honor-warranty-want-to-repl-673847. 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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