Dell Sucks!!!

[daytonaguy]

IMO, these people are HORRIBLE! Here's why I'm bitching:

I bought an XPS from them and bought the extended warranty, which in itself was several hundred dollars. After a little standard wear-and-tear, I called customer support and told them about some things I needed replaced. My keyboard was missing a key, my headphone jack was shot, and my harddrive crapped out on me. SO, after speaking with about 5 different Indian fellas, they finally sent me replacement parts THAT I HAD TO INSTALL MYSELF and they sent an invoice, essentially billing me for the old parts if I didn't return them. I let them know that I had personal info like passwords, account numbers, photos and music on my harddrive that I'd like to recover, and they said that was fine. AT NO POINT did they tell me I had to return ANYTHING. So basically, I called them back and bitched to Sergeel, the supervisor, and told him I'm sending the old jack assembly, the old keyboard and the NEW harddrive so he can shove them up his smelly Indian ass. They wanted my old harddrive and other stuff within 10 days. It's ludacris that I paid that much money for there shitty warranty. Basically, all I paid for was for them to send ME replacement parts to install MYSELF instead of me sending the system to THEM to do this shit for me. I didn't mind replacing the parts, but I paid for a service that sucks ass.

Stay away from Dell. They're ripoffs!
I just learned that a friend of mine financed a laptop through Dell, and her interest rate is 39.9%. WHAT THE HELL??? Correct me if I'm wrong, but isn't 40% interest on ANYTHING illegal? Wow- I'm thouroughly disgusted with these dirtbags.
Okay, I'm done ranting.

[mikem317]

That's how most warranty programs work. I work for a subcontracted maintainer and most parts that are replaced under warranty are requested back to the vendor. Hard disks, boards, disk drives, etc. are parts that have to be shipped back. If they don't receive the part, then my account is billed for the cost of part, less discount. Most of the time I'm billed for parts that were received by the vendor, but weren't processed correctly. What's more, is that some parts are destroyed in field, but that depends on the part and the manufacturer.

I'm not very familar with end-user warranties, but that's the direction they're headed; more self-service oriented programs. There might have been another warranty program that was offered at the time of sale that entitled you to in-home or ship-out service. They're priced accordingly.

Not sure about the interest rate though. That's a lot of green, ouch.

[AnKleBiTer]

LOL About talking to all the people in different countries. At one point when Officer's Dell computer's (which we sold to a friend) hard drive wacked out we talked to everyone including someone in Spain. Needless to say we were really pissed!

[hozhead]

I actually prefer replacing the parts myself because I'm not left without my system very long. Some items, they won't let you swap out so then you have to ship in the system.

The last time I shipped my Dell laptop in for warranty work (I bought the 3 year warranty when I got the machine) was to replace 2 things: 1) plastic on the bottom because a spring came loose from the battery release and arched on the battery, melting the case. 2) screen because several pixels in the center were damaged by the touch stick mouse.
I sent them a WORKING laptop that I needed for school and they said they would have it back to me in a week. OVER A MONTH went by and when I called every week to wait on hold 30 minutes before checking status, they said they didn't have the parts yet.
I finally told the bastards to ship me back the laptop in the same condition they received it and to call me when the damn parts came in. They couldn't believe I wanted my damaged laptop back rather than just let them sit on it for another month. They shit parts out that day and had it back to me the next afternoon. I'm pretty sure they were using the available parts to fix out of warranty units that customer had paid extra to have repaired. They weren't doing shit for me with my already purchased 3 year warranty.

[hozhead]

I also had issues with the timeline they give you to ship the parts back. When they sent me a replacement DVD drive, they sent a bill for the parts 3 days later!!

[medic001918]

Glad I'm not the only one who has had issues with Dell's tech support. All in all, I find their customer service to be among the very worst in the industry. So much so that I took my Dell and tossed it in the can when the motherboard went (known problem) and they told me I should have bought an even longer warranty. I went out and bought a Sony and haven't had an issue since. One of the best moves I've made. I will never again own a dell product, nor will I recommend one.
Shane

[OFFICER737]

When the hard drive on mine crapped out (IBM Travel Star) they informed it was replaceable and that I would have to ship them the computer and the turn around time would be a week. I said piss on it and went to Compusa bought a bigger and better hard drive, got home and in 5 mins. had it swapped and loading the OS and was back in business. Piss on Dell's customer support, the systems are good but the CS is what pisses me off. BTW, the Dell plant and 15 mins. from my house!!!

[Krazy Hawaiian]

Originally Posted by hozhead

I also had issues with the timeline they give you to ship the parts back. When they sent me a replacement DVD drive, they sent a bill for the parts 3 days later!!

Thats when you get there postage paid label off something get a big box fill it with rocks and ship it back to em

[daytonaguy]

Holy sh..... I really didn't think people would post on this. I just wanted to vent because I'm sure my blood pressure was skyrocketing after calling them. I'm surprised even more to hear of so many other people having such horrible incidents with them. That was one of the major selling points for me when I bought the XPS. I guess I shoulda just forked over a few more hundred bucks and gone with an Alienware. Piss on Dell- THEY SUCK! And like Officer, Dell is only a 20 minute drive for me, but if I wanted to go shoot up the CS office, I'd have to fly to Bangladesh, India.

[Spike]

The outsourced customer service makes me want to fucking stab someone, and it's EVERY tech company that has customer support, but just Dell. It's awful!!!

[bush]

Dell sucks?

We could have told you that before you bought that expensive paperweight!

[mikem317]

Originally Posted by hozhead

I also had issues with the timeline they give you to ship the parts back. When they sent me a replacement DVD drive, they sent a bill for the parts 3 days later!!

That's a small time frame. The earliest I've heard is two weeks (but then again, this is a commerical account). Other vendors give us a full 30 days, and often times let us stretch that out further...

[daytonaguy]

Originally Posted by bush

Dell sucks?

We could have told you that before you bought that expensive paperweight!

Well, If I were a part of the wonderful SBN BEFORE I went to Iraq to save enough money for that heap, I would've avoided this disaster.