This is my last Dell computer, terrible support

**pd123** · 01-29-2007, 07:57 PM

My 2 1/2 year old Dell has problems with keys falling off. Luckily, I took a 3 year full extended warranty that covers anything, even if I throw it out the window, that cost nearly $300 just for the warranty. My problem is simple, just the keys falling off. Contacting Dell has proven to be a nightmare. Hours on hold to a few departments to finally get someone in some country that was warranty support. I gave them my TAG#, only to be suddenly thrown back on hold to another department with a recorded message saying my warranty expired, please have a credit card ready, then another endless hold until I gave up. I then went to the Dell site found the warranty section, entered my tag and lo-and-behold, my warranty is good until October 2007. This is murder, Wont get another Dell, I have said that many times before for other things, but this time I mean it, never again.

ADDENDUM, here is another Dell story from this past week, my neighbor had a virus. He called Dell support, after a long hold time someone from India said to fix a virus $99. He gave his credit card, then another hold to have it fixed...TWO HOUR... hold, then a disconnect and they already had his CC. I fixed it, it was an easy virus, the next few days he spent trying to contact Dell about not charging him the $99 since they performed no service. They tried to convince him to let the charge stand and they will give him $99 in Dell products. They did however reverse that charge but after days of grief.

**Cubsfan** · 01-29-2007, 08:20 PM

Save yourself the headache if it's just the keyboard. I like this one:

http://www.amazon.com/Microsoft-Natu...&s=electronics
(there's a ref=xxx in that URL, which I don't know how it got there. If someone tells me how to put G|A's in there I will)

**pd123** · 01-29-2007, 08:29 PM

Originally Posted by Cubsfan

Save yourself the headache if it's just the keyboard. I like this one...

Clubsfan, thank you for the reply but this is an Inspiron 9100 notebook that cost $1200. I wish it would be that easy to get a keyboard for this. Luckily, it will be a big pain but I know it is under warranty even though they informed me the warranty expired, I know that is an error, I have all the paperwork.

**Cubsfan** · 01-29-2007, 08:34 PM

Originally Posted by pd123

Clubsfan, thank you for the reply but this is an Inspiron 9100 notebook that cost $1200. I wish it would be that easy to get a keyboard for this. Luckily, it will be a big pain but I know it is under warranty even though they informed me the warranty expired, I know that is an error, I have all the paperwork.

Ahh, ok. In that case, you're on the right track. A crappy track, but the right one.

**mechmike0034** · 01-29-2007, 08:51 PM

If the warranty's a real hassle, pick a laptop keyboard up for your Dell on eBay.

I've never paid more than $25 for a new one there, and they're cake-easy to change - a ten minute job in most cases.

**kgsilvas** · 01-29-2007, 09:06 PM

Try Dell's on-line chat for support. You get English-proficient support techs that are usually pretty helpful.

**Napoleon54** · 01-29-2007, 09:27 PM

I had already decided to never buy another prebuilt computer for myself after a similarly CRAPPY experience wiht Compaq. But after Dell shipped me a machine at work with the excess memory slots removed (4 DIMMs on the board originally, they removed the 2 unused ones so to prevent me from adding more memory)... never again at work either. I'm building all my machines myself now. Too bad for them, 'cause after a $3600 order from NewEgg I'll have a machine they would've charged me >$7000 for. Screw Dell.

**DarkFury** · 01-29-2007, 09:35 PM

Originally Posted by Napoleon54

I had already decided to never buy another prebuilt computer for myself after a similarly CRAPPY experience wiht Compaq. But after Dell shipped me a machine at work with the excess memory slots removed (4 DIMMs on the board originally, they removed the 2 unused ones so to prevent me from adding more memory)... never again at work either. I'm building all my machines myself now. Too bad for them, 'cause after a $3600 order from NewEgg I'll have a machine they would've charged me >$7000 for. Screw Dell.

I guess you never plan on having a laptop huh? (you can build them, but honestly that is too much of a pain currently to deal with.)

The original poster has a lappy... (hence prebuilt)

**pd123** · 01-29-2007, 10:03 PM

Originally Posted by mechmike0034

If the warranty's a real hassle, pick a laptop keyboard up for your Dell on eBay.
...

Thanks, I never would have thought of that. I will see if my emails to support amount to anything, otherwise, I will get one from eBay.

**Napoleon54** · 01-29-2007, 10:35 PM

Originally Posted by DarkFury

I guess you never plan on having a laptop huh? (you can build them, but honestly that is too much of a pain currently to deal with.)

The original poster has a lappy... (hence prebuilt)

Very good point, I guess in my eagerness to rant I neglected that fact. Sorry pd123, I should've been more attentive.

I actually have an older Dell laptop that I'm quite happy with, so I guess that makes me something of a hypocrite. If I remember the specs correctly, I think it's a P3 866 w/ 256MB memory, and running XP smooth as silk.

BTW, DF, it's good to see you don't have me on ignore.

**kimchicowboy** · 01-30-2007, 06:14 AM

maybe try a mac in the future?

the one time i had hardware issues with my powerbook, i called apple tech support and they were more than helpful with my needs. i've heard stories of their genius bar though...

**Jeffbx** · 01-30-2007, 06:48 AM

Originally Posted by kgsilvas

Try Dell's on-line chat for support. You get English-proficient support techs that are usually pretty helpful.

I've always had better luck chatting online than picking up the phone. Dunno if it's true but I've heard that the online support is staffed by 2nd level techs, so you're much more likely to get someone who knows what they're doing.

Here's a little tip for ya - Dell has an unpublished policy that states if you have the same repair done on your machine three times and it's STILL a problem, you can request that the machine be replaced. So if you've already had the KB fixed once or twice - keep calling it in if it breaks again. After fix #3 if they still fall off, call customer service (NOT tech support) & tell them you have had the same problem worked on 3 times and it is still not fixed & you want the machine replaced. I've done this twice - once for an LCD & once for a system board (both on laptops). Both times they replaced the machine as soon as I asked & they saw the support history. The machine they replace it with will be a refurb, but almost always a better model.

**pd123** · 01-30-2007, 07:03 AM

Originally Posted by Jeffbx

I've always had better luck chatting online than picking up the phone...

Jeff, I did have better luck, I did it online, hassle free and easy, they said a replacement keyboard will be mailed to me. I can't believe how sloppy they were, over the phone they said the warranty was expired. Dealing with them on the phone was terrible.

**Prngr44** · 01-30-2007, 07:33 AM

Thanks for that tip (online support.) I haven't had any problems with my laptop (knock on wood) but if I do I'll definitely go that route.

**johnnymk** · 01-30-2007, 09:29 AM

I would think that for a $300 warranty they would not only supply a new keyboard but also install it.

**DarkFury** · 01-30-2007, 12:53 PM

Originally Posted by Napoleon54

BTW, DF, it's good to see you don't have me on ignore.

Nah... I reserve that "feature" only for certain pesky irritating members who have no respect for others whose opinions are contrary to their own. Those folks don't deserve my time and effort of attention or response from me.

To date, you haven't crossed that line yet with me, but I will let you know if you ever do.

Have a nice day!

**kimchicowboy** · 01-30-2007, 02:05 PM

aw, i feel this thread needs some loving

**redcolours** · 01-30-2007, 08:04 PM

Originally Posted by DarkFury

Nah... I reserve that "feature" only for certain pesky irritating members who have no respect for others whose opinions are contrary to their own. Those folks don't deserve my time and effort of attention or response from me.

To date, you haven't crossed that line yet with me, but I will let you know if you ever do.

Have a nice day!

or you'll just put him on ignore?

**redcolours** · 01-30-2007, 08:12 PM

going back ON-topic, its funny - i actually LIKE dell keyboards.
at least the new ones they have out.

thats EXACTLY what im typing on now.

compact, and VERY tactile response. firm, yet soft keys. Ive had logitech ones before that cost me anywhere between $20-$30. They were hard and tough on my digits.
this one cost me $8.
so cheap i got 5 more of them on ebay. brand new. i figure if they crap out on me, no biggie - i got reserves.

but theyre THE BEST keyboards ive ever used.