To Future Possible Dell Customers
Just something that needed to be said.
November 24, 2015
Dear Future Customers of Dell:
I would like to detail my experience with my Dell Inspiron 3000 laptop, the Dell service department, and my local Office Max to assist you as you plan to purchase a laptop.
I bought my laptop (with an in store two year protection plan) in November of 2014. The issues started almost immediately as the first laptop I received from the store had a faulty disc drive. It would not read any CDs or DVDs that I loaded into the drive. I returned the computer to the store and they replaced it. This was within the first month of my ownership.
The next issue occurred a few months later as the Wi-Fi signal disappeared. I attempted to turn it back on (assuming that it had been turned off), but nothing I did would work. I returned to the store where they discovered it had somehow been uninstalled (through no fault of my own) and they reinstalled it for me.
About a month later, Windows 10 was released. I took advantage of it of the free upgrade. Two days later, my Start Bar stopped working completely. None of my folders would open and I was unable to access anything on my computer. I took my computer back to the store where I was informed that suddenly my protection plan did not cover the “software” and I needed to call Dell to get it fixed. The store also informed me that my issue was either a) Malware, b) a hard drive failure, or c) a software issue.
I called Dell who first transferred me to the non-warranty department where I had to explain that my computer was only a few months old and still under warranty. I was then transferred back to the warranty department and spent the next three hours on the phone completing a hard drive check (along with a software check, a file check, and a few other checks). All of these just established that there was nothing actually “wrong” with my computer according to Dell. At this time it was after 11pm and I had to go to work the next day so I asked that my call be returned the next evening.
Three days later I finally called Dell back because they never returned my call. After another series of transfers, I was able to get someone to assist me in “rolling” my computer back to Windows 8. The tech advised me to wait a couple of months and then try upgrading again.
Everything seemed fine for the next few months, except I began to notice a series of odd beeps after I’d been using the computer for a few minutes. It would just randomly beep while I was typing. I didn’t think anything of it, assuming it was a program running in the background. Then I was watching a movie one night and the computer emitted a piercing squeal and shut itself off.
I continued to ignore it despite this, assuming it had just overheated that one night. I again upgraded to Windows 10 after the few months had passed and within a few days had the same problem with the Start Bar. This time when I called Dell, I had a list of issues and began listing them, explaining that there was something clearly wrong with the computer and NOT Windows 10, despite the tech’s insistence that my computer could not support the upgrade. I also pointed out that I HAD researched the laptop and it should support Windows 10 according to the Dell website.
After a bit of discussion, the tech finally agreed to assist me in “rolling” the computer back to Windows 8 again. I still wanted someone to look at it, but did not want to run all of the hard drive tests again because I was sure they were going to continue to come out “fine”.
I continued for the next four months to email back and forth with a service person about the computer as I continued to insist that there was something wrong with it. The beeps and shutting off continued to occur. Finally they agreed that it sounded like there was a fault (or a short) in the computer and they would have it shipped to the main facility to be looked at. I refused to accept that as it meant I would be without my computer for more than a week (and could be without it for as long as two to three weeks) as I waited for a shipping box, the computer to be shipped to them, work to be done, and it to be returned to me.
After many emails (and phone calls), they agreed that a technician could be sent to my house to replace the mother board and hard drive of my computer to fix the issues it was having. I explained that I worked long hours three days a week so it was going to be difficult to complete, but a time was worked out.
The technician arrived to complete the work. It took over three hours to fix my computer which did not surprise me. When he was finished, he had dropped my computer, replaced it and had it not work, and I later discovered scratches on the casing along with three missing screws.
But it was fixed and I assumed since the parts had been replaced that this would be the end of the issues.
One week later, I shut the computer down to complete regularly scheduled updates and when I returned home from work, the computer would not turn on. I packed it up and took it over to Office Max where I was informed there was nothing they could do for me, but if Dell would not honor their warranty; Office Max would stand behind their protection plan.
At home again, I called Dell who proceeded to walk me through turning it off and then on again (which didn’t work since the computer wouldn’t turn on), taking the battery in and out, changing where the cord was plugged in. None of which worked. I finally explained to them that none of this was fixing it. They were willing to have the computer shipped to them to be looked at and advised me to remove all my files from it and sign out of everything. I informed them this was an impossibility and asked about having another service call. It was explained to me that the first service call was a one-time courtesy call because there had been an issue with the computer and I reminded them that the issue was on-going and clearly hadn’t been fixed.
After finally agreeing to ship the computer to them (at their cost), I waited for the box and then hurried it over to FedEx to make sure it went out in the shortest time possible.
I then dealt with a series of emails and calls which proved no part of the service department was speaking to any other part. I was asked if my computer was working, if I had solved the issue, if it had been returned to me, or if I could give them an update on the status of the computer. Whenever I responded to the email, I did not get a response back, but a new email was generated from a different person most of the time.
I now have my computer back after a week and it appears to be working, but after all of this, I will most likely not be purchasing another Dell in the future.
Sincerely,
A VERY dissatisfied customer
November 24, 2015
Dear Future Customers of Dell:
I would like to detail my experience with my Dell Inspiron 3000 laptop, the Dell service department, and my local Office Max to assist you as you plan to purchase a laptop.
I bought my laptop (with an in store two year protection plan) in November of 2014. The issues started almost immediately as the first laptop I received from the store had a faulty disc drive. It would not read any CDs or DVDs that I loaded into the drive. I returned the computer to the store and they replaced it. This was within the first month of my ownership.
The next issue occurred a few months later as the Wi-Fi signal disappeared. I attempted to turn it back on (assuming that it had been turned off), but nothing I did would work. I returned to the store where they discovered it had somehow been uninstalled (through no fault of my own) and they reinstalled it for me.
About a month later, Windows 10 was released. I took advantage of it of the free upgrade. Two days later, my Start Bar stopped working completely. None of my folders would open and I was unable to access anything on my computer. I took my computer back to the store where I was informed that suddenly my protection plan did not cover the “software” and I needed to call Dell to get it fixed. The store also informed me that my issue was either a) Malware, b) a hard drive failure, or c) a software issue.
I called Dell who first transferred me to the non-warranty department where I had to explain that my computer was only a few months old and still under warranty. I was then transferred back to the warranty department and spent the next three hours on the phone completing a hard drive check (along with a software check, a file check, and a few other checks). All of these just established that there was nothing actually “wrong” with my computer according to Dell. At this time it was after 11pm and I had to go to work the next day so I asked that my call be returned the next evening.
Three days later I finally called Dell back because they never returned my call. After another series of transfers, I was able to get someone to assist me in “rolling” my computer back to Windows 8. The tech advised me to wait a couple of months and then try upgrading again.
Everything seemed fine for the next few months, except I began to notice a series of odd beeps after I’d been using the computer for a few minutes. It would just randomly beep while I was typing. I didn’t think anything of it, assuming it was a program running in the background. Then I was watching a movie one night and the computer emitted a piercing squeal and shut itself off.
I continued to ignore it despite this, assuming it had just overheated that one night. I again upgraded to Windows 10 after the few months had passed and within a few days had the same problem with the Start Bar. This time when I called Dell, I had a list of issues and began listing them, explaining that there was something clearly wrong with the computer and NOT Windows 10, despite the tech’s insistence that my computer could not support the upgrade. I also pointed out that I HAD researched the laptop and it should support Windows 10 according to the Dell website.
After a bit of discussion, the tech finally agreed to assist me in “rolling” the computer back to Windows 8 again. I still wanted someone to look at it, but did not want to run all of the hard drive tests again because I was sure they were going to continue to come out “fine”.
I continued for the next four months to email back and forth with a service person about the computer as I continued to insist that there was something wrong with it. The beeps and shutting off continued to occur. Finally they agreed that it sounded like there was a fault (or a short) in the computer and they would have it shipped to the main facility to be looked at. I refused to accept that as it meant I would be without my computer for more than a week (and could be without it for as long as two to three weeks) as I waited for a shipping box, the computer to be shipped to them, work to be done, and it to be returned to me.
After many emails (and phone calls), they agreed that a technician could be sent to my house to replace the mother board and hard drive of my computer to fix the issues it was having. I explained that I worked long hours three days a week so it was going to be difficult to complete, but a time was worked out.
The technician arrived to complete the work. It took over three hours to fix my computer which did not surprise me. When he was finished, he had dropped my computer, replaced it and had it not work, and I later discovered scratches on the casing along with three missing screws.
But it was fixed and I assumed since the parts had been replaced that this would be the end of the issues.
One week later, I shut the computer down to complete regularly scheduled updates and when I returned home from work, the computer would not turn on. I packed it up and took it over to Office Max where I was informed there was nothing they could do for me, but if Dell would not honor their warranty; Office Max would stand behind their protection plan.
At home again, I called Dell who proceeded to walk me through turning it off and then on again (which didn’t work since the computer wouldn’t turn on), taking the battery in and out, changing where the cord was plugged in. None of which worked. I finally explained to them that none of this was fixing it. They were willing to have the computer shipped to them to be looked at and advised me to remove all my files from it and sign out of everything. I informed them this was an impossibility and asked about having another service call. It was explained to me that the first service call was a one-time courtesy call because there had been an issue with the computer and I reminded them that the issue was on-going and clearly hadn’t been fixed.
After finally agreeing to ship the computer to them (at their cost), I waited for the box and then hurried it over to FedEx to make sure it went out in the shortest time possible.
I then dealt with a series of emails and calls which proved no part of the service department was speaking to any other part. I was asked if my computer was working, if I had solved the issue, if it had been returned to me, or if I could give them an update on the status of the computer. Whenever I responded to the email, I did not get a response back, but a new email was generated from a different person most of the time.
I now have my computer back after a week and it appears to be working, but after all of this, I will most likely not be purchasing another Dell in the future.
Sincerely,
A VERY dissatisfied customer