Dell is Hell
I'm having a lot of problems with faulty products lately. First is the pool, as I have posted quite a bit about, and then there is the matter of my laptop, a Dell 600M. Here is my story:
I purchased my Inspiron 600M in late September of 2004. It had problems with the USB ports from day one. I worked with tech support on the phone for hours, after which it was finally determined that the hard drive should be replaced. I was sent one, and it did not fix the problem. Then it was decided that the mother board had to be changed. A technician was dispatched, and after the motherboard was changed, the processor was incompatible, and the bezel around the screen was found to be broken, so a completely new system was sent to me as a replacement. All was well for a few months, and then the USB ports went bad the same way the first laptop had- an identical problem. A technician was dispatched and the motherboard and the processor were both changed, but one of the fasteners on the underside of the palmrest was found broken when it was disassembled. Two weeks later a technician came back to change the palmrest, and found that of the parts sent to fix my computer; a palmrest was not among them. A display, a motherboard, a processor, a heat sink and the bottom plastic were all sent, but not the palmrest. It took an hour and a half on the phone to get the palmrest ordered, and the next week a technician came out again, and replaced the palmrest, and I showed him how the motherboard since being changed the last time was making a high pitched beeping sound coming from the right side hinge area. He called tech support and they had him disconnect the hard drive, the Bluetooth and the wireless card, and the beeping still continued. The tech support person said the motherboard would have to be changed AGAIN! That would be my fifth motherboard. I declined to set up an appointment to have it changed at that time due to the fact that I have already missed so much work to have my computer fixed. I no longer feel comfortable with this model of Dell laptop, as I have had four defective motherboards. I take excellent care of the machine and it is in mint condition otherwise without a single scratch on it. I would like for it to be replaced with another model and I have found a model that seems comparable. I spent an entire day on the phone being passed from person to person, and finally was told that they would only replace the laptop with an identical system. I am not interested in receiving another 600M due to the quality control being so horrible on the motherboards. I have had to miss work on four different days to be there during the “window of time” that the technicians were scheduled for. I have spent hours on the phone today with Dell trying to find someone sympathetic to help me and now Dell has red-flagged my customer number and refuses to help me anymore. My credit card company, CitiBank, will not help me because more than 60 days have passed since the charge appeared on my statement. I am not looking for an upgrade- just a computer that works for more than a few months. I e-mailed my story to Consumer Watch at PC World Magazine to see if they will help me, but other than that I don't know what to do.
I purchased my Inspiron 600M in late September of 2004. It had problems with the USB ports from day one. I worked with tech support on the phone for hours, after which it was finally determined that the hard drive should be replaced. I was sent one, and it did not fix the problem. Then it was decided that the mother board had to be changed. A technician was dispatched, and after the motherboard was changed, the processor was incompatible, and the bezel around the screen was found to be broken, so a completely new system was sent to me as a replacement. All was well for a few months, and then the USB ports went bad the same way the first laptop had- an identical problem. A technician was dispatched and the motherboard and the processor were both changed, but one of the fasteners on the underside of the palmrest was found broken when it was disassembled. Two weeks later a technician came back to change the palmrest, and found that of the parts sent to fix my computer; a palmrest was not among them. A display, a motherboard, a processor, a heat sink and the bottom plastic were all sent, but not the palmrest. It took an hour and a half on the phone to get the palmrest ordered, and the next week a technician came out again, and replaced the palmrest, and I showed him how the motherboard since being changed the last time was making a high pitched beeping sound coming from the right side hinge area. He called tech support and they had him disconnect the hard drive, the Bluetooth and the wireless card, and the beeping still continued. The tech support person said the motherboard would have to be changed AGAIN! That would be my fifth motherboard. I declined to set up an appointment to have it changed at that time due to the fact that I have already missed so much work to have my computer fixed. I no longer feel comfortable with this model of Dell laptop, as I have had four defective motherboards. I take excellent care of the machine and it is in mint condition otherwise without a single scratch on it. I would like for it to be replaced with another model and I have found a model that seems comparable. I spent an entire day on the phone being passed from person to person, and finally was told that they would only replace the laptop with an identical system. I am not interested in receiving another 600M due to the quality control being so horrible on the motherboards. I have had to miss work on four different days to be there during the “window of time” that the technicians were scheduled for. I have spent hours on the phone today with Dell trying to find someone sympathetic to help me and now Dell has red-flagged my customer number and refuses to help me anymore. My credit card company, CitiBank, will not help me because more than 60 days have passed since the charge appeared on my statement. I am not looking for an upgrade- just a computer that works for more than a few months. I e-mailed my story to Consumer Watch at PC World Magazine to see if they will help me, but other than that I don't know what to do.
posted by Jen at Saturday, April 23, 2005
2 Comments:
Customer service is so helpful! I can't believe they red flagged you! I hope that PC World is able to help you get to the bottom of this. Maybe you should skip customer service and write to the CEO too.
I hope that PC World will help me, too. I have one other option, and that it to write to the headquarters of the credit card company and they might help me if requested in writing- so I will probably try that too. Thanks for commenting- I am checking in on your blog regularly!
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