If you have some time on your hands and can share you input on my experience I would greatly appreciate it. In a nutshell, I purchased a $1000 laptop from Dell less than 9 months ago and it has had 2 major issues since that and has had to be sent out for servicing. We all know as a blogger , a laptop is my livelihood and without that, I can not work.
I understand computers can run into issues. However, this most recent issue is just unacceptable and the way DELL is going about the situation is even worse.
The second issue happened at the end of July and I JUST received the laptop back on October 6th. Over 8 weeks without the laptop and it comes back to me “repaired” with a receipt showing what was repaired and states the following:
The system was diagnosed and extensively tested by a certified technician to ensure the problem you experienced was corrected. The following parts were replaced on your system..
So I turn on my laptop and it does turn on but the screen is NOT working at all. It is doing the SAME EXACT THING it was doing before I sent it out for servicing 8 weeks ago. To make matters even worse, if you see the pictures above…it now also has physical damage to it!! Here we go ..even more time now without a laptop. So I call DELL and spend 2 hours on the phone with them and they promise to send a tech to my home NO later than Thursday October 8th to fix the entire laptop or they will give me a new one. I let this sit overnight and I am realizing , how are they going to fix the physical damage of the laptop in my home?? So I decided to contact them in the morning via Facebook and request to speak to a supervisor since the night before on the phone they REFUSED to allow me to speak to one.
If you have a drink or a snack and some time on your hands…maybe you can read this comic and tell me what you think! My overall advice to you. NEVER BUY A DELL!!! I have had so many readers as well tell me how horrible their product is and now I have learned my lesson. Never again!! Please comment below and let me know what you think!
I am asking for a call back from a supervisor or a manager. After being on the phone last night for over 90 minutes I have had even more time to think about my conversation and will ONLY speak to a manager or supervisor PLEASE. I have a $1000 Dell laptop for less than one year and after only having it a few months the motherboard went on it. A few months after that there were MORE issues with it. I have spend more time without this laptop than with it. I am a blogger. This is my full time job and I NEED this laptop in order to work. I cannot even begin to tell you how much money I have lost without having this laptop. In any event , let’s skip to the major problem in hand right now. This is the second time there has been an issue with the laptop. It was JUST sent back to me yesterday after being repaired. I received it FED EX and opened it up turned it on and it is NOT WORKING. I have a check list and a note stating this system has been extensively tested by certified technicians (whom I believe should be fired because clearly they do not know what they are doing!) The following parts were replaced, DPK Card, Hard drive and Operating system install. Now, as I am on the phone with the poor customer service guy who has to deal with me screaming, he tried his best to help me because his supervisor was on a break. I assume Dell only has one Customer service supervisor for everyone that calls in? He does he best to help me and at first tells me because of this situation he will do his best to simply get me a new computer, Even though it’s three times there must be an issue before someone is eligible. This was deemed priority since I was sent back a laptop that does NOT work and I can still not use. As I am on the phone with him I explain to him I will not waste any more of my time trouble shooting anything , I spent over $1000 on this laptop and have had nothing but issues with it. 9 pm and I have children I need to put to bed and cannot spend an hour and a half on the phone (which I did anyway) I realized while on the phone with him there is a DENT on the laptop. IT WAS DROPPED! And I did NOT drop IT!! I sent that laptop to Dell in perfect condition which I am sure they would have realized because I was advised prior to sending in , any physical damage to the laptop ..they would not fix my problem. So now we have an even bigger problem on hand. My laptop is sent back to me still not working and damaged. It’s close to 10:30 pm and I need to get off the phone so I finalize this call with a technician coming to the house to see if he can repair the laptop. The rep (Jon Daniel Cruz) advised me 1- business days they will come. This to me means NO later than Friday. However, I think more and more about this as I get off the phone and you can TRY to fix the issue inside the laptop but there is still physical damage to the outside that I did NOT do. I do NOT want to sit on hold or on the phone again and explain this all over which is why I am resorting to this message. Like I mentioned before , I am a blogger. I NEED a laptop and cannot work without one! I purchased one while this was being repaired and had to return it. I can’t keep doing that! MY dispatch number is 314117—My Service Tag # is DLZY—- I can be reached at and again, I ask this to be relayed to whom ever is calling me because I do NOT want to have to explain this ALL over again. I want a new laptop. I don’t need a $1000 laptop like the one I have. I just need one that WORKS!!!!! And I cannot wait any longer.
Here is the conversation with Dell. (remember on the phone I was promised a technician would be AT MY HOME within 1-2 business days) TODAY is the second business day.
Now THAT above is where it just got even better. All of this time I am being told 1-2 business days the technician will be in my home to fix the issue. Let me also remind you the parts that were replaced on my laptop (or they claimed to replace) were a DPK card , Hard Drive and Operating System Install. NOW…all of a sudden they don’t tell me 1-2 business days anymore. They tell me the technician will be calling me once he gets the parts?? Now it’s not included here in the text conversation but ANOTHER 2 HOUR conversation on the phone last night was involved as well because I HAD to find out what part they seemed to think they needed. The part they ordered is a motherboard.
A motherboard is the part they ordered for my laptop based on the fact that I said to them. I got my laptop back and it turns on but the screen is not working. PLEASE ..tell me am I wrong here? Well all know as a blogger ..having a laptop is a necessity and if I don’t have that , I have no income. No income , I cannot help pay my bills or the people who help me.
My FINAL request was via Twitter advising the following:
I have several messages from Dell on Facebook and Twitter stating a technician will be here TODAY to resolve my issue.
As a matter of fact their exact words were “The service will take place in the next two business days. We will have the system working with no issues for sure.”
TODAY is the second business day. Therefore, since I hold to my word. I will wait until the end of today for s technician to come to my home and have my laptop working “for sure with no issues”
HOWEVER, if that does not happen. I want my money back for this laptop, a new laptop , or the phone number to reach your corporate offices so I can have my attorney deal with this.
A ONE THOUSAND DOLLAR LAPTOP I purchased from DELL which I can understand can run into issues. But , making me wait for it to be repaired only to send it back to me STILL broken and on top of that DAMAGED is just unacceptable. I keep hearing “I am sorry Gia, we understand your frustration Gia.” Well if DELL did understand , then they would do what they could to make me happy. I have asked over TEN times to speak to a supervisor, then I have asked for corporate’s number and I keep getting nothing. So once again, I will wait because I agreed to give it to the end of today because I KNOW exactly what is going to happen! Even IF this service tech does call me today, he is going to call me to SCHEDULE an appointment for another day. Leaving me to sit here all day at home for nothing! Are you going to pay my mortgage for me? Since I have no way of paying my bills with no income right now? The longer I go without a laptop , the more money I lose. Does your company even realize how much money they are spending on sending techs to my home and repairing this laptop now for the THIRD time? How cost effective is that even? Clearly a new laptop would make much more sense. It would allow me to get back to work much sooner and also make me a happy customer with no grudges against DELL. Instead, you choose to take the difficult route. Have you read the notes? This is not even the last visit the tech needs to make the my home. He needs to come back a SECOND TIME to fix the other dent on the laptop from the technicians dropping it! Now we are paying for TWO trips for a tech to come to my home. I refuse to waste any more of my day on this matter. I am already sitting at home waiting for the visit that won’t happen. So when today is over and my laptop is still not working. I am requesting once again, one of the 3 things mentioned above.
AM I WRONG????