Unbelievable treatment from Dell
Rose
Just had a call from Dell re a fault on my laptop that they've taken
three weeks to collect for repair with me staying in waiting and the
pick ups being cancelled.
They have looked at the laptop
They say it is a loose jack and I am NOT covered by the warranty ( they
took the money today from my bank for the warranty)
If I want it repaired it will cost £325 +VAT roughly what the laptop
cost.
I find this so hard to believe.
Chat room promises, e mail promises, warranty promises all broken.
I am absolutely gutted
Rose
Jos. Wheeler
news:443249D2...@rose.con...
Life's a bitch....and then you die.
S.Lewis
"Rose" <eng...@rose.con> wrote in message
news:443249D2...@rose.con...
Document it all chronologically in e-mail and send it here:
There have been at least a couple of people here who experienced delayed and
convoluted system problems who were able to get a resolution by doing so.
Good luck.
Stew
Tom Scales
"Rose" <eng...@rose.con> wrote in message
news:443249D2...@rose.con...
Rose,
That's really disappointing, but I admit to being confused. What do you
mean they took the money from your bank today. Did you try to purchase an
extended warranty after the laptop was already broken? Clearly it would not
be covered in that circumstance.
Tom
Rose
The fault was being dealt with under my one year collect and return
warranty.They were messing me around and it was getting close to the
expiry date of the warranty. They then phoned me to ask if I wanted a
three year "at home" warranty. I told them the laptop was broken and I
was that very minute waiting for the van to pick up. They said if I
cancelled the van and phoned the next day then I would get someone to my
home for the new "at home" warranty. I said I would stick to the collect
and return as that was still ongoing.
They gave me seven days to change my mind about the warranty as is law
Today the took the money for the new warranty ( it has been pending for
a week in my account)
I have had no documents on or offline sent to me but my details have
been updated ( or should have been as support asked twice )
so the fault was there and being attended on the first one year
warranty.
There has not been any deceit on my part I assure you.
Rose
Thanks Stew. I may well have to do as you suggest. I find it very sad a
company can do this. I have chat room transcripts and e mails promising
a repair. unfortunately the phone calls have no proof of content.
I hope they don't charge me for the pick up and return the laptop, that
would be the ultimate insult.
S.Lewis
"Rose" <eng...@rose.con> wrote in message
Very firmly but politely add to your e-mail that you'd like a system
exchange and with the warranty terms and length transferred over from the
extended warranty you just purchased.
Additionally state that you expect to pay exactly nothing to ship the old
system back to them or to receive the replacement system.
Be prepared to get your files off of the old hard drive *now* so that you
can move quickly to delete them before returning the old system should they
comply.
Stew
Rose
At present my laptop is sat in their repair room waiting for me to
either give the go ahead for a repair or request its return to me.
e mail support are now on the case and I have provided them with the
transcript that states I can have the repair. Whether this swings the
balance only time will tell.
If no repair then I will write to the e mail address as you suggest. It
will be my last hope.
There is nothing on the laptop I *really* need, I took most off or
copied before I sent it in.
Thanks for your replies
Rose
Christopher Muto
be direct and efficient, spare the editorial as the reader is only human and
don't have time for the emotional side of this.
ask specifically what you want and i would also ask for a refund on the
extended warranty (350 quid is practically the cost of a new machine isn't
it? even on your side of the pond?) .
"Rose" <eng...@rose.con> wrote in message
news:44325554...@rose.con...
Christopher Muto
service tag number: xxxxxx
note: detailed transcripts of internet chat sessions, emails, phone calls
from this 4 week ordeal are available
dear dell,
i have in good faith tried to work with your technical support staff for
several weeks trying to sort out a hardware problem with my laptop. it felt
as if they created delay tactics in an effort to push the repair past the
warranty period and forcing me to pay for it myself. i even purchased a
warranty extension to eliminate this possible issue because of the slow
response of your technical staff and since my original warranty was coming
to an end. now that the computer is finally at your repair facility they
are asking me to pay for the repair. i have been more than patient
throughout this ordeal. I want you to immediately repair my laptop under
warranty and i also want a refund the extended warranty because of this
horrible experience.
thank you.
"Rose" <eng...@rose.con> wrote in message
news:44325554...@rose.con...
Rose
>
> for example...
>
> to: michae...@dell.com
>
> service tag number: xxxxxx
> note: detailed transcripts of internet chat sessions, emails, phone calls
> from this 4 week ordeal are available
>
> dear dell,
> i have in good faith tried to work with your technical support staff for
> several weeks trying to sort out a hardware problem with my laptop. it felt
> as if they created delay tactics in an effort to push the repair past the
> warranty period and forcing me to pay for it myself. i even purchased a
> warranty extension to eliminate this possible issue because of the slow
> response of your technical staff and since my original warranty was coming
> to an end. now that the computer is finally at your repair facility they
> are asking me to pay for the repair. i have been more than patient
> throughout this ordeal. I want you to immediately repair my laptop under
> warranty and i also want a refund the extended warranty because of this
> horrible experience.
> thank you.
That is brilliant. Thank you so much. I will certainly be mailing them
using a lot of your words shortly if I don't get any joy by e mail
today.
It really has been a dreadful experience.
Tom Scales
"Rose" <eng...@rose.con> wrote in message
It has been bad. Quite the opposite of my experience. I wonder who does
their work in the UK.
What reason are they giving you for it not being under warranty?
Rose
First the good news. Senior management have agreed to a repair. I am SO
pleased but understandably I won't believe it until I get my laptop back
in full working order.
Your warranty point:
They have agreed I have a warranty, that isn't in question. They are
saying it is a loose jack which is classed as "customer damage" and as
such is not covered under the warranty. It comes down to "fair wear and
tear" being covered " normal usage" NOT being covered. I can't see the
difference, no one is explaining the difference and to be honest I would
think it would have to be a weak point in the first place for it to
break or come loose like this, I am not rough with the laptop - far from
it, I treat it very respectfully at all times, it doesn't get bumped or
taken to work or anything that would cause any stress on any part.
I think the chat room transcipt may have swayed the decision as it was
there that I was promised a repair and I e mailed the whole script to
support.
I don't know if I still have to have a new motherboard for a loose jack,
that is what was going to be done before today. As long as it's repaired
and works ok.
The other point
I think I paid about £450 for the laptop a year ago so £325 + vat for a
repair is I think well over the top. Only this week a similar laptop by
another manufacturer was selling new online for under £300 so no way
would I consider a repair at that price.
Anyway, fingers crossed I will soon have it back working.
Rose
Fixer
"Tom Scales" >
< SNIP>
> It has been bad. Quite the opposite of my experience. I wonder who does
> their work in the UK.
>
> What reason are they giving you for it not being under warranty?
In the UK Collect & Repair are now done by Banctec (at shite company at best
of times) untill recently it was done by Getronics
As for the reason my guesse is they are say the damage was caused by the
user and not a hardware fault. but this is only a guesse.
>
>
Robin Brumfield
the.he...@ntlworld.com says...
Banctec also does the at home warranty work on this side of the pond as
well. I won't go into the details of my experience with that outfit
other than to say they broke the machine while trying to repair it...:-
( You adjective for them is quite apropos...
--
Robin
Charleston, WV
S.Lewis
"Robin Brumfield" <rbrum...@charter.net> wrote in message
news:MPG.1e9d8ce34...@News.individual.net...
Banctec (in my experience, in the US) isn't universally bad. The one tech I
had onsite had to virtually re-assemble a Latitude for me ( I could've done
it myself, but tech insisted upon using onsite) and did a nice job.
Guy was a bit vocal, however, about the time, communication and part
difficulties associated with doing his job. You paint a tech into a corner
by asking him/her to do a 2 hour job in 45 minutes and the stress level as
well as risk of broken parts will increase.
jmo.
Stew
journey
>Chat room promises, e mail promises, warranty promises all broken.
>I am absolutely gutted
>Rose
Hi Rose,
I've had my bad experiences too. For me, it feels really bad because
here is this company I like, which has products that I like -- i.e. a
loyal customer, and then to get treated poorly sucks (technical term
lol).
Journey
P.S. -- On 4 occasions in the past I have gotten Dell to throw in some
things for free for my nightmare.
When they did that, it really was a nightmare costing hours and hours
of my time being bounced around.
With my recent 630m purchase they threw in a 3 year warranty.
Once they threw in a printer (before they came way down in price).
I figure asking doesn't hurt and I was surprised that they did that.
Philip B Kirschner
Phil
"Rose" <eng...@rose.con> wrote in message
news:443249D2...@rose.con...
Fixer
"S.Lewis" <stew...@mail.com> wrote in message
news:6MPYf.580$W8....@bignews4.bellsouth.net...
Mmmmm reassemble time for a lattitude 45 mins is about right depending on
the lat of course but as an example to strip a Lat D600 to every single FRU
componant and to reassemble should be Definatly no more than 45 mins and
thats not rushing either
>
S.Lewis
"Fixer" <the.he...@ntlworld.com> wrote in message
news:m59Zf.13464$NN4....@newsfe7-win.ntli.net...
That may be the case. But if dude isn't you, and dude is working on the
laptop in less than ideal conditions (especially w/someone leering and
yammering over their shoulder) that 45 mins will increase.
Additionally, just because those folks are contracted to Dell doesn't mean
they specialize in them or work on other OEM contracts.
Your 45 minutes is optimal because you've probably done it a hundred times.
Just sayin'.......
Stew
Robin Brumfield
says...
for a Swiss army knife contraption. As far as me leering over his
shoulder, I set him up at my kitchen table and then went and was
watching TV when I heard.."Oh shit". That is when I went back to the
kitchen and found the he broke the keyboard. Everyone can talk about
there good and bad experiences but just getting this issue resolved and
getting someone to come back and repair the first tech screw up was
almost as big a hassle as getting them to there to fix it in the first
place.
--
Robin
Charleston, WV
S.Lewis
Given that description, I wouldn't argue with your assessment. Further,
Robin, I don't have a beef with your beef.
Stew
Rose
To follow up to my story. I now have the laptop back in full working
order. For a loose ac dock they renewed the motherboard and updated the
bios. I am just so pleased to have it back and being able to use it
again I wouldn't ask for anything more. I now have the warranty receipt
for the next two years and hopefully nothing will go wrong.
I have sung Dell's praises to my friends and family in the past but
after this experience I will have to add "except if it goes wrong" I am
looking for a hand held but I'm afraid it won't be a Dell. If there is a
fault I would want to march into a shop and actually "see" someone, I
appreciate that doesn't mean I will get better service.
On the good side, I think the chat room concept and the e mail answering
are both excellent and have restored faith a little way - I have been
told that saving the transcript from the chat room where I was promised
a repair by the techy asking his supervisor is what actually swung the
verdict.
Another plus was finding this group to help me and support me -I intend
to stay subscribed to read the interesting experiences and advice of the
people here.
Thanks to everyone that gave me advice.
Rose
>
> Call your state attorney general and file a consumer complaint.
>
to the small claims court but what a hassle and at what cost!
I've been told that Dell were on Watchdog for customer complaints and
received a bad name for their after sales service. I don't watch TV very
often so can't say what happened but in the past I did see one Watchdog
program for a company I worked for and I found it very bias and
uninformed.
Rose
journey
>I am
>looking for a hand held but I'm afraid it won't be a Dell.
I am selling an Axim X51v with extended battery, 4 cases (2 leather 1
aluminum and 1 magnesium), extra sync and power, and bluetooth
keyboard for $400 -- great deal. It's as good as new, 256m ROM. I'm,
also including a 1G Compact Flash card, and 128M SD card.
If interested, feel free to e-mail (jrny_o...@charter.net). The
Axim's are the best Pocket PC by far right now. I am selling it
because I am not working right now and my life is simple enough to
manage without a handheld.
Journey
Rose
Thanks for the offer but I won't take you up on it as, being in the uk,
I will buy from here rather than from abroad. It sounds like a bargain
and perhaps someone else here may like it. Have you put it on Ebay?
I had an HP pocket pc that I loved. Someone dropped it and smashed the
front. The spare for the front is more than I paid for the pocket pc. It
was a bargain when I bought it and a price error honoured by the seller
to a lot of people. Those sort of bargains are now harder to come by but
I live in hope I will see similar until then I continue to save for
one. I still charge the pocket pc and occasionally use it to transfer
files from my very old computer to my laptop. It had bluetooth but no
wi-fi. As I live in a free wi-fi hotspot I will definitely want wi-fi on
my next hand held.
Good luck selling your Axim
journey
>Thanks for the offer but I won't take you up on it as, being in the uk,
>I will buy from here rather than from abroad. It sounds like a bargain
>and perhaps someone else here may like it. Have you put it on Ebay?
Hi Rose, I haven't put it on Ebay yet but I plan to this week. I want
to take digital photos and have a good writeup. Every time I've sold
something on Ebay I price it so that it sells quickly at the "buy it
now" price. I am very irritated though by the scam artists. The last
laptop I sold, a person from a foreign country needed it rushed for
some urgent purpose, and they would guarantee payment by Western Union
and they would pay $100 more if I could rush it to them. Yeah,
right...
The Axim is a great Pocket PC. I used to like the HP's with the older
form factor -- why they changed to what they have now I don't
understand. The Axim is solid. There were some issues with the
newest OS but they have been resolved and I usually avoid them by
sticking with tried and true software.
My 630m is sort of like a handheld for me now :-) I have a neat
little protective case designed for 12" laptops, which is perfect for
my 14" because I just don't zip it up and I can slide it in and out
quickly. It has handles and it's really easy to carry it around. With
the 3 year warranty, I've decided to use the laptop, not try to
protect it like I've done with others in the past.
The 630m is by far the best and most fun laptop I have ever owned --
the keyboard is great, the truebrite screen is bright and vivid, and
the battery life is great.
An organization that I volunteer for purchased an E1505 for me to use
and that arrives tomorrow. I am very curious about what the battery
life will be like.
Journey
Philip B Kirschner
Even in the UK, you should have sometype of national or local authority that
takes and investigates consumer complaints. Heck,your in the EU, perhaps
they have some watchagency.
Phil
"Rose" <eng...@rose.cop> wrote in message
news:44392561...@rose.cop...