Dell Computers

Robbie_2

I've had the misfortune to buy a new compouter from Dell. This was delivered last Tuesday and there is a problem with the sound card.

I 'phoned Dell Technical support on Friday and the fault could not be remedied at home by me. They said they would collect the pc, repair it and return it. I said this was not good enough and wanted a replacement or a refund. After being left on hold the "agent" agreed to this and I thought that was that. Friday afternoon there was a message on my 'phone from a supervisor who who would call later or on Monday. As I was leaving the house this morning the supervisor called but I was not able to deal with him at that moment. He agreed to call back at 11.15a.m. when I would be at home. He never rang and I waited until 12.00 when I had to leave again. He rang at 12.17 and promised to ring this p.m. No such call.

I have tried to ring Bracknell head office to complain, but I am put through to a call centre in India who keep putting me through to Technical Support where I have been kept waiting in a long queue.

I just want to reject the confounded thing but nobody seems to want to know. Technical Support have already said that it has nothing to do with them.

I regret buying from Dell even though the price was good.

IvanOpinion

Out of interest, are you sure that you have the speakers plugged into the correct socket the volume turned up and that the sound has not been 'muted'. You would be surprised how many people say their computer is faulty when all that is wrong is they have wired it up incorrectly or their speakers do not work.

ivan

Robbie_2

It's rather more complicated than a problem with speaker leads and connectivity. I won't bore you with the technical details but it is down to a faulty sound card.

This is my third new pc, my previous ones were from Gateway, who were superb, and I'm fairly knowledgeable. Unfortunately, Gateway closed down their European operation so it's no longer possible to purchase one from them.

alared

You have 7 days from the DELIVERY date to reject it under the distant selling regs.

Robbie_2

"You have 7 days from the DELIVERY date to reject it under the distant selling regs"

I'm aware of that. Try speaking to a human being. I've spent thirty useless minutes this morning trying to contact the person I need. Passed over to India who route you back to Technical Support who keep you waiting then promise a call back which never materialises.

The price is good so I want a replacement pc. I'm capable of solving problems but this requires a new sound card so I want a new pc.

pin

Rejection would mean rejection, i.e. money back.

In terms of faults, I think the requirements are Dell are well within their rights to try and fix a fault. If the fault cannot be rectified, then a new PC can be obtained.

However the OP has stated Dell have accepted his request for a new PC rather than fixing it.

Voyager2002

Yes, the OP has encountered a particular weakness of Dell.

When they delivered my new PC, the monitor was defective and the surge protector (where I plug the thing in) was wired for the German mains supply -- and I am in England! No obvious way to contact them -- I called the number on my invoice and got through to the salesman who had taken my order. He insisted that I had to call another number (0870) but this just had an answering machine. After many many calls to this number I got a human being (messages left there never produced a return call) who told me that the number was nothing to do with Dell!

Back to squre one: I found their technical support number from their website, got through to the call centre in India, and from then on everything was fine. Their Indian staff give far better customer service than you can get in Britain, so they immediately arranged to collect and replace the monitor, and I was also sent the correct (UK) surge protector. Finally, six months after taking delivery, I had a computer system that worked the way I wanted it to do so. Since then everything has been fine.

alared

On your invoice note is an n=email address for UK customer support.
Yes they do answer because I have used it myself.

santana-mx3

Robbie wrote:

This is my third new pc, my previous ones were from Gateway, who were superb, and I'm fairly knowledgeable. Unfortunately, Gateway closed down their European operation so it's no longer possible to purchase one from them.

Those were the days! We bought loads of PCs from Gateway before they closed their European operation in Ireland. Both ordering and support were better than Dell (in our experience) and they virtually gave away Microsoft Office, it was so cheap.

Have you noticed the adverts on TV for Gateway laptops? I saw one yesterday. Unfortunately, they haven't started up in Europe again - these laptops are actually being sold via Staples.

Robbie_2

alared wrote:

On your invoice note is an n=email address for UK customer support.
Yes they do answer because I have used it myself.

I haven't got an invoice from them. All that I have is an e.mail with attachment from the Indian call centre. I have e.mailed their customer care section via the Dell support website and they have not replied. The whole set up is a shambles. There are lots of messages on Dell's Forum complaining about lack of care. Not sure if you will be able to read these if you are not a customer, but here's the link http://forums.us.dell.com/supportforums/board/message?board.id=cc_general&message.id=73946

I just wish Gateway would return.

krisskross

Robbie wrote:

I just wish Gateway would return.

I see Comet are selling Gateway machines, I am buying my brother a new system for Christmas and have been looking around, any thoughts on the ones Comet have on offer?