Complaint Review: Dell.com - Internet
Ripoff Report on CBS 19
Ripoff Report on CBS 19 - Global Marketing Alliance
Ripoff Report on ABC 15 - Smart Shopper
Ripoff Report - Girls Gone Wild
Ripoff Report on Fox 11 - Car Repair
- Author Not Confirmed
- Dell.com Worldwide Internet United States of America
- Phone: 1-800-879-3355.
- Web: Dell.com
- Category: Computer Service & Repair
Dell.com EXPENSIVE Faulty Product Not Backed ....Given Runaround No Satisfaction or Solution Internet
*UPDATE Employee: From an on site tech.
*General Comment: Nope the OP's employer is responsible
*Author of original report: Coast Employer
*Consumer Comment: Answer to your question
Show customers why they should trust your business over your competitors...
listed on other sites?
Those sites steal
Ripoff Report's
content.
We can get those
removed for you!
Find out more here.
Ripoff Report
willing to make a
commitment to
customer satisfaction
Click here now..
Purchased a new Dell computer on 8/1/2012 for a new business started on 7/1/2012. Started and installed Quick Book software on 8/16. Almost immediately at start-up, the hard drive was buzzing loudly. All seemed to go smoothly, working around the clock to get caught up entering data, through 8/31/2012. We did, however contact Dell to make them aware of a potential problem (hard drive buzzing). On Tuesday, September 4, upon starting Quick Books, I noticed that 2/3rds of my date was missing. Please note, that Quick Books automatically saves at exit of every transaction. I contacted Quick Books, my IT, and Quick Books Repair, in an effort to find the data at an additional cost of $575. In the meantime, Dell reps insisted that a bad hard drive was not the reason for data loss. On 9/7/2012 the hard drive crashed, and more data was lost. Upon contacting Dell (after being disconnected or hung up on 3 times, and hours of waiting on hold between transfers) they ran a diagnostic check which came back good. The next representative tried to blame the problem on a virus, which is up to the consumer to correct. Finally, after much trouble understanding the many reps with horribly broken-English, Dell agreed to have their technician come out to replace the hard drive on Monday. After further conversation, the rep mentioned that he would check on Monday to see is the part is in stock. I asked for clarification as I understood that I would be up and running on Monday. He then checked at that moment, for the part and said that it was in stock and would be over-nighted to the tech on Monday. Again, I asked for clarification, and the rep said "oh I mean Tuesday it will be replaced".
This company built their name using superior components and great service. I believe this company should be held accountable for the dependable product that I paid for. Their staff should be trained in "call transfers", and they should be make good for warranty promises. Shouldn't this company be held responsible to replace this NEW computer with a NEW computer and the many dollar spent trying to recover our data? This computer has been non-operating for 6 days now, in an extremely busy business environment.
Do not buy a Dell or be ready for numerous potential problems and little satisfaction in both their inferior product and false warranty.
This report was posted on Ripoff Report on 09/08/2012 08:53 AM and is a permanent record located here: https://www.ripoffreport.com/reports/dellcom/internet/dellcom-expensive-faulty-product-not-backed-given-runaround-no-satisfaction-or-solut-938342. 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. READ: Foreign websites steal our content
If you would like to see more Rip-off Reports on this company/individual, search here:
#4 UPDATE Employee
From an on site tech.
AUTHOR: DevinUll - (United States of America)
SUBMITTED: Tuesday, October 23, 2012
I DO work for Dell, and I am proud to say so. I hear these types of things once in a while. And honestly it's rather silly. You did get a new machine. The problem is that one in a thousand hard drives may malfunction. Congratulations, yours was it. I work at a business as on site technical support. Dell assumes responsibility for the hardware functioning properly. They cannot assume responsibility for your data, because honestly any IT guy worth his salt would tell you to make a backup of any important data. If not, then get yourself a new IT guy.
I understand you want Dell to give you a replacement machine. We do have a policy in place to deal with systems that would need to be replaced. One failed hard drive would not qualify as it is simply not economically feasible to replace the whole $2000 machine for a $200 part. The more moving parts it has, the greater the chance that one of those moving parts will break.
You say you are a "in an extremely busy business environment." So from that I would assume that down time means losing money. Regardless of brand, all manufacturers have failures. If your business cannot have a computer down for any length of time, buy two. It's not to be a jerk, it's just sound business advice. If it costs you money for every day your computer is down have a second computer ready to go. Most credit card processing companies have multiple servers for that kind of situation(I worked for one and we had a massive failure of one coast that from our side was an emergency, but from the consumer's side, they just gained a second per transaction), and they also have the ability to seamlessly fail over to the other machines should there be a fault in one. Look at your IT infrastructure as to how much you need. Look at the volume of business you do. You have to weigh the cost versus benefit.
#3 General Comment
Nope the OP's employer is responsible
AUTHOR: Steven - (U.S.A.)
SUBMITTED: Monday, September 10, 2012
So let me get this straight. You purchased a new Dell computer on Aug 1st for a business that was started on July 1st. Were you using another computer to store all this info or write it down by hand to record on your computer later?
You had this computer for 30 days. According to you the whole time the hard drive was buzzing but you only made Dell "aware". Was that the decision of your IT staff or yours? If you IT staff did not bother to have Dell send a replacement HDD the minute you heard the buzzing sound then they are incompetent. If they were going to have the wait and see attitude then the least they could have done was give you an external hard drive and say back up every day to this drive in case the hard drive goes out.
"After further conversation, the rep mentioned that he would check on Monday to see is the part is in stock. I asked for clarification as I understood that I would be up and running on Monday. He then checked at that moment, for the part and said that it was in stock and would be over-nighted to the tech on Monday. Again, I asked for clarification, and the rep said "oh I mean Tuesday it will be replaced".
So what time was it on Sep 7th when you talked with Dell about getting a replacement HDD sent. Any time after 5 PM (or 1 PM for that matter) any shipping will have to wait until Monday since I don't think your warranty has a two hour response 7/24. They have to ship it next business day to the tech (who by the way is probably a contract worker) at his home or office (or sometimes your office to hold for the tech) for him to come and replace it on Tuesday.
Did you READ your warranty? Looks to me like they did a great job of getting your HDD ordered and out to a tech to install it for you. Now do your part and be sure to give the tech access to the equipment so he can fix it.
As far as other costs go... that's what you get for your failure to properly back up your files everyday or your IT departments failure to setup a backup for you when they have known for over 30 days that something was not right with your computer and not bothering to do THEIR job to look out for the company or you.
#2 Author of original report
Coast Employer
AUTHOR: Beware of Infinity Dish - (United States of America)
SUBMITTED: Monday, September 10, 2012
Dell I guess.
#1 Consumer Comment
Answer to your question
AUTHOR: coast - (USA)
SUBMITTED: Saturday, September 08, 2012
"Shouldn't this company be held responsible to replace this NEW computer with a NEW computer and the many dollar spent trying to recover our data?"
The are responsible to repair (not replace) the computer which they have agreed to do. Resort to your backup instead of attempting to recover data from a bad hard drive. If you don't have a backup it is because you failed to follow basic computer operation. Data recovery is not covered under warranty.
Related Reports
10:28 AM
09:49 PM
07:52 PM
11:56 AM
12:43 PM
06:40 AM
04:43 PM
03:36 PM
12:59 PM
08:04 PM
New 
Updated Rebuttal Photo 
Advertisers above have met our
strict standards for business conduct.
