Dell Warranty Hell

[The Dr]

Hey all!

 

I recently acquired one of the new Dell 9500 laptops as my new daily driver. Overall, I am super happy with the product, but it had this one intermittent screen freeze issue. Due to the nature of the issue (it only occurs once every week or so, the fix of just closing and opening the laptop lid seems to fix it every time) it has been hard to troubleshoot, both for myself and for Dell Tech support. Following the advice for fixes I have been given has resulted in ~60 hours of my own time, not just doing the things they suggest, but fixing my computer after these suggested 'fixes' inevitably crash my computer. Or one of the times (yes, they have done this multiple times) sent someone out to fix my computer, but the tech left it without Windows installed since Dell sent the the wrong installation media on an incompatible USB drive. I'm a pretty tech savvy guy, so I was able to fix this on my own, but it just adds to the hours I have already spent doing Dell's warranty job for them. There was also the lost work day from a repair man not coming when I was told by Dell he would be coming, the time they offered me compensation (pitiful as it was) for my troubles but then rescinded that offer, and the (near, if not real) verbal abuse from reps at both the repair reps and Dell support reps.

 

I know that Dell support likely has few friends in the community, but I am hoping that someone out there knows if something can be done about this. I am one person who really just wants his computer to work and who has few known ways in which to act. Currently they say they have a 'real' fix this time, which only requires a repair rep coming out one more time to fix something. I don't have faith in the fix, and I don't want to spend more work time waiting around for a repair guy, although I know this is likely what I will have to do.

 

I am writing this because I don't have the voice to enact change with someone like Dell, and while returning the computer or just going through the fix will likely resolve the issue, others shouldn't have to deal with what I have. I know that Linus doesn't mind sticking to the man on occasion, especially when it comes to customer experience. I have many emails documenting many of the above experiences. Now i'm just wondering if there is anyone out there who can help me change a culture which is antithetical to the phrase 'customer service'.

 

 

[Tristerin]

Return it and buy a new laptop from their competitor.  Best way to stick it to a company.  

 

Unfortunately your topic is also about change - and the best way to incite change in a Corporation, is to not spend your money with them, and inform as many people around as you as to why they should pick the competitor.  We vote with our wallets due to Capitalism.