Need your opinion on this Dell matter asap! Thanks

16 years ago

hi, i got a new laptop and desktop just a couple of months ago from dell and have had nothing but issues. Mainly the laptop is giving me the worst problems. When i first got it it would not connect to the internet and the dell guy tried everything and so finally just uninstalled and reinstalled the operating system. It was fine for a few weeks until all of a sudden i was getting messages that my c drive was full and i could not fully load webpages, and just had all sorts of issues while my d drive was almost empty. i came on here and your advice basically said that things didnt add up, and so i called dell back and they informed me that the agent had reinstalled the drives backward, and they wanted to do it again.

In the meantime i was also having significant issues with the touchpad sensitivity and it was almost like my computer was possessed and did what it wanted and was even typing by itself in foreign languages, but anyway...that is another matter.

I did not have the time to back up all my files that night they wanted to resinstall it again, so I said i would call back and today i did and said i have had so many issues and now my computer is unusable and asked if i could send it back and just get a new one and they absolutely refused to do that, i even talked to the manager. They said they could have within the first 90 days, and i kept telling them i did call with issues in the first 90 days and THEIR agent messed it up. Didn't matter so they offered me a tech to come in my home and put in a new hard drive and keypad, or to exchange this one with a refurbished computer. so my question is which would you do and why? He kept telling me that the original problem was a software issue, yet he is telling me that a new hard drive will fix my problems.

I am leery about a new hard drive because i have had people telling me when they have done this theirs crashed within a year. I am also worried about a refurbished one, because i am reading online that they are computers that have failed a quality control check although he assured me that with dell a refurbished computer is just one that has been open and tested- period. doesnt mean anything was wrong with it. he also said it could happen that i get an upgrade if they cant find my exact specs. I keep thinking that if i do this then the lemon computer i have now is going to end up in someones hands one day as a refurbished model.

he is going to call me back tomorrow and i have to make a decision...any ideas? suggestions? thanks

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Comments (7)

azinoh
16 years ago
If the refurb computer comes with a warranty, I would choose that rather than trying to fix the problems you have described. The only other option I would consider is a refund.
polarprincess
Original Author
16 years ago
thanks for the response. Unfortunately refund isn't an option. that had to be in the first 90 days as well.
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ravencajun Zone 8b TX
16 years ago
did you purchase this item with a credit card? if so you may have more recourse through them, you allowed a Dell tech to do the supposed repairs on the laptop and he was the one that did it wrong which made you then be past your allowable time limit. This was not your fault. I think if you play hard ball with them they may replace it with a new like item.
the Dell guy you mention that did the reinstall was that over the phone or was he in your home or did you send it to them or take it to a shop they recommended?
Where did you actually purchase the dell laptop? online or in a store?
Personally I would be raising holy heck with them and tell them what is acceptable and not acceptable and tell them you will enter a dispute through the credit card company if you did use a credit card.

This is one more example of why I just no longer suggest Dell.
polarprincess
Original Author
16 years ago
oh shoot i wish i would have seen this message before i just got off the phone with dell a minute ago. Ravencajun that is a fantastic suggestion. I DID purchase it with an American Express Card, I ordered through the dell website directly and the dell tech did the resinstall through the phone. I did raise as much holy heck as i possibly could,and talked to at least 3 different people, and the most i could get from them was 3 years extended warranty and the refurbished computer with a possible upgrade or the new hard drive in the exisiting. i am definitely going to call the credit card company and see what i can do. thanks again
ravencajun Zone 8b TX
16 years ago
oh you are in luck because American Express always takes the side of their customer. They are one of the best to use to purchase with because of that.
Make sure you have a good list of dates and times when the things were done to it and when you called and complained so you can back up your claim.
polarprincess
Original Author
16 years ago
you are right. i did call and they were very nice and definitely took my side, and they offer one year additional warranty after manufacturer warranty is over, but the bad thing is i have to wait until dells warranty is over before they can do anything, so that would be after january. so it looks like if i keep this unusable computer till then i can get it replaced, or i can take the refurbished one and if it works i will have 2 years + 3 months warranty on it (dell gave me 3 months add'l warranty) so basically i am getting screwed. the guy told me that he will do his best to get me an upgraded larger computer to make up for the inconvenience, but it is still the prinicple of it all. It was their screw up.

They said it will take 3-4 weeks for the new one to come, so the inconvenience itself really bites. LOL i even told them i was posting it on facebook where my 455 friends can see what kind of customer service dell has and that even didnt work. I am so done with them.
sfvera
16 years ago
You may want to contact Dell's corporate headquarters to file a complaint. Last Fall I purchased an HP laptop and by Feb. the touchpad had stopped responding and the hard drive was failing. Short story, I returned it for repair 3 times and it still wasn't fixed (they replaced the hard drive twice and never fixed the touchpad issue). When it was returned the third time they said I would have to go through the whole process again before they would "maybe consider" replacing it. I contacted HP's headquarters and they arranged for new replacement laptop that is a better one than the one I purchased and are providing a $250 gift card, as well.

Also, when I purchased a Dell a few years ago its motherboard was defective. Initially they offered to replace the motherboard but I said I wanted a new replacement and they sent one, so they can do it.

You shouldn't wait for the full year so AMEX's warranty kicks in b/c you will be without the use of your laptop in the meantime.

Need your opinion on this Dell matter asap! Thanks

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azinoh

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Need your opinion on this Dell matter asap! Thanks

Comments (7)

azinoh

polarprincessOriginal Author

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