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Hells Dell
mrsbeetlebum
Posts: 17 Forumite
I have a dell laptop the best I could afford, it is about 8 months old. So far I have had a very bad experience with the customer support. I have had start up problems, they told me to get my data backed up which off course I had to get a techy to do as it wouldn't even start. This cost me £100. I waited in all day for them to collect it and waited for news. 2 weeks later I had a card from a courier saying I had missed a delivery in the afternoon I had a delivery from these same people so threw the card away. The next day the exact thing happened again (my husband has deliveries frequently from these couriers) I then find out it was my laptop (the 2 missed deliveries) and so had a 40 mile trip to collect it. I forgot to mention that dell sent me loads of emails with suggestions on how I might rectify my computer myself which I tried. As soon as I got it home I was eager to get going. I opened the box and saw straight away that the key pad was bumpy. I contatced them and they sent me instructions and pictures of how to take the keypad off and replace it so it sat down smoothly. I had one go at this and decided it was too risky, it would not come apart easily. I was able to use the computer just about although the No 1 wouldn't work. Then the first time I used the optical drive it would not work. I was pretty mad by now and they agreed to send out a repair agent to look at it. He was very annoyed to see that neither the keypad nor the optical drive had been screwed back in! Anyway the next problem was just before Christmas. All of a sudden after some internet connection problems the computer refused to start up again. It would go for about 30 secs and stop. They advised me on several proceedures I could try and nothing. I checked the battery and the adapter cable they were fine. They then advised me it could be the hard drive and that I should send it off again. They said that my data may be lost. I said then no way. They then suggested I remove the hard drive and send the computer and then if it was the hard drive then would then collect this I still lose my data! Quite honestly I dont care about much of it but my photos are invaluable. And me remove the hard drive! Is this what is expected? We are at stalemate with the customer manager phoning me today. I see you can get hard drive recovery software, surely they have it! Has anyone else had these types of problems and can anyone advise me please. Many thanks.
PS I see that they (in some circumstances) exclude loss data from theor warranty but I would be interested to know how they repaired it last time and wether the part they used was a refurbuished one, as they say that if they come out and repair it with a new hard drive they will want to take mine back with them to refurb - what happens to my data on that hard drive - will everyman and his dog be privy to it?:mad:
PS I see that they (in some circumstances) exclude loss data from theor warranty but I would be interested to know how they repaired it last time and wether the part they used was a refurbuished one, as they say that if they come out and repair it with a new hard drive they will want to take mine back with them to refurb - what happens to my data on that hard drive - will everyman and his dog be privy to it?:mad:
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Comments
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It's your responsibility to ensure that any valuable data is backed up as often as is necessary, not the pc supplier. I use a combination of usb memory sticks and an external hard disk to ensure I have more than one copy of data I wouldn't want to lose.
For the really treasured/important stuff, I have a copy that is kept away from my house, just in case.Debbie0 -
Basically if the Hard Drive is fryed then your data is gone, unless you want to pay hundreds of pounds to have it recovered by an expert.
You should always back up your data on a second form of media.
Dell do not recover data, for all they know the problem is caused by something you may have done. Plus it can take days to recover data, they simply dont have the time0 -
what a long note!
you are very vague what the 'start up' problems you keep having are... if you're trashing your OS getting viruses etc than you'd be quite able to do that with any make of PC not just Dell, generally they're quite reliable.
Is it really their fault if you don't check consignment numbers and throw away the delivery cards their courier leaves for you?
I suspect much more of a problem user than problems with support here.0 -
Over what timescale, it's confusing without knowing if it's days, weeks or months..0
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Also a new user account with 1 post..... I'm leaning towards a work of troll fiction
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Im not saying it is their fault, Im saying why do they insist you stay in all day for collection and then dont tell you when its coming back. Also I am not a problem user, I am not a techy either! But is it normal for a consumer to have to try to dismantle their own computer? I feel a little insulted by your comments.what a long note!
you are very vague what the 'start up' problems you keep having are... if you're trashing your OS getting viruses etc than you'd be quite able to do that with any make of PC not just Dell, generally they're quite reliable.
Is it really their fault if you don't check consignment numbers and throw away the delivery cards their courier leaves for you?
I suspect much more of a problem user than problems with support here.0 -
Once the pc is fixed, please buy a pack of discs, or an external drive, or subscribe to an online backup service 0
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I did not open the comp up to a virus, I simply downloaded a driver for the wireless adapter as it required updating then pow. My son has a dell and my mother has a dell and yes they are reliable and yes I know I should have backed up the data but I am only human. I am not angry so much about the data as their asking me twice now to dismantle the blooming thing. Their last repair left the keyboard and the optical drive floating around! Yes I am Human and no I am not a computer engineer! I have replaced video cards, cooling fans etc on ofther computers before but would rather leave it to the multinational who is supposed to be covering it under its warrantywhat a long note!
you are very vague what the 'start up' problems you keep having are... if you're trashing your OS getting viruses etc than you'd be quite able to do that with any make of PC not just Dell, generally they're quite reliable.
Is it really their fault if you don't check consignment numbers and throw away the delivery cards their courier leaves for you?
I suspect much more of a problem user than problems with support here.0 -
Dont worry I will. I know it was an oversight but after the first repair I forgot all about it!nomoneytoday wrote: »Once the pc is fixed, please buy a pack of discs, or an external drive, or subscribe to an online backup service0
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