ufcrusher

I am so freaking pissed off at Dell right now! As I have said before, I was having a problem with my Dell Inspirion 8100...the freaking removable drive was always falling out of the bay. I kept sending it back to the Dell to be repaired and finally on what would have been the fourth attempt, Dell agreed to replace the unit.

Dell replaced the unit with an 8200 (A freaking refurb), but the catch was that they replaced my Ati Radeon card with a Nvidia GeForce 440. I had paid extra for the Radeon card over the Geforce in the beginning, and wanted the benefit of what I paid for. Before they even sent me the computer, I inquired to make sure that I was going to get the Radeon card...the CSR told me that he made a note of it in the file and that it should be the Radeon card when I get my replacement computer. He told me that if for some reason they screwed up, just to call and Dell would be happy to swap it out for me. When the computer arrived, it had the Geforce card listed on the packing list. So before I even cracked the box, I called Dell to complain. I figured that way I could send the replacement back for the correct vid card.

So, the first CSR starts arguing with me, telling me that the compute on their end showed that I had the Radeon card in the new computer. I told her that the packing manifest disagreed, so she told me to open up the box and actually check the computer itself. At this point, I said ok, opened up the box and told her this would take a minute for the intital boot etc. SHe said, no problem, and PROMPTLY HUNG UP ON ME!!!! So I called back, got another CSR, who told me the same thing about the specs that Dell had on what they sent me, I told him that I am looking at both the packing list and the computer itself, said that it was the Geforce card. The CSR told me that it was an equivalent card, which I disagreed with, explained the situation, and he finally said, he would change it out for me. SO he went to set it up and then he told me that since I hadnt sent back the original computer, I would have to wait until that one was returned to do the repairs because the warranty was not in effect.

Fast forward about two weeks, after numerous problems getting everything transferred from the one computer to the other and several error messages on the "new" computer. Since I wasnt happy with the replacement computer, I kept calling in to document all the problems with the replacement. Most of which they told me they had never seen and tried general trouble shooting with.

Last Wednesday I called back in to get the card finally changed out, since they would have received the old computer back by then. The extension I was given by the helpful guy supposedly didnt exist, so I call back the main line. The first CSR somehow placed me on hold and I ended up back in the menu system. The second CSR started arguing with me and refused to do what Dell had agreed to do in the first instance.

I asked for a manager, who listened to me, said that he could understand why I was furious, and that I made several good points. However, he said, that according to the specs that they considered the cards were equivalent and thats all they had to give me. But that since I was promised the card by two or three different CSRs that I should call customer care.

I call customer care, who then said that I should call tech support, I told them that the manager from tech support sent me to them. The customer care CSR said that she understood and would see what they could do. I was to get an email by the next day, Thursday.

Thursday - no email...I figure, I will wait until Friday before calling back
Friday - no email...and by the time I checked it, it was too late to call.

So I am going to call today. I have already tried twice and somehow keep getting stuck in limbo when I enter the extension. I am going to try the extension once more, then go back into the main system.

Either way, I am getting more and more pissed at Dell. I have to get two systems in the next few months, but at this point I think Dell is about to lose the sale. If they dont take care of this problem, I am debating about suing them. All I want is the card I paid for or my freaking money back, I didnt buy a refurb nor did I want one.

Oh, and I nearly forgot, the Dell CSR on Wednesday was trouble shooting a bunch of error messages (blue screens) and had me reset my bios. So suddenly, I noticed that the computer thinks its August. So I reset the date to the correct date, and my norton suddenly expires! Its not supposed to expire until March! This just pissed me off more.

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whitak24

dude, that sucks.

from my GF's experience with dell, i know that they are a complete pain in the ass to deal with. particuarly with their customer care/tech support/sales divisions. if they can't easily satisfy you, rather than esclating the problem, they say "oh, this is a customer care problem", so then you have to start out from scratch with them

yeah, they have good deals and all, but they are really tough to put up with

Apex

Is this Biz or Home?

ufcrusher

Its my home computer, but I think you were more interested in whether I bought it from the Home division or Small Business area. To be truthful I am not sure, I got in on it from a deal here back in Jan.
All my invoices list my name twice, which leads me to believe it was from small business. However, on the bottom of the exchange paperwork it says Dell Home systems. Additionally, all the papers list both home and small business on them.

I will check my old computer to see if I can figure it out. I should have the order saved there.

I just searched through all the old Dell deals and it appears it was the Jan 15th deal from the Home area.

cheapie

i have a dell precision m50 and have only had one prob. with it. the registry got corrupted but thankfully, it's a company laptop so my IT dept. took care of everything. in case you're wondering, yes, i do realize my post really doesn't have anything to do with your prob. hehe...

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