Trouble with Dell Support

zuliano

HI, I am hoping people can give me advice about this problem: On Sunday late, my computer got a serious virus that began infecting hundreds of files, and I was totally in a dither. I personally have not much computer savvy at all.

The next morning I contacted Dell support as my computer is Dell (though I got it in 2006 and the guarantee has discontinued). I explained the problem, and when one of the technicians took over my mouse, I actually heard him keep saying "Oh my God, Oh my God" when he saw the extent of the problem, and that most of my Windows applications had been stopped. He warned the computer could stop at any time.

Now previous to contacting them, I had also contacted another computer firm who said they could come and do actual hands on of my computer, but when I told the Dell supprt worker he told me not to trust them, and only they could really help. So I did, and they gave me a proce which was £160: 95 which would include him taking over and sorting the problem out, and installing a FREE security software, and free support for a year. I follishly agreed and gave my details and card details.

Then no sooner had he been working on it the computer totally stopped and went blue screen. About ten minutes later the Dell person rang me up, and had me tapping a key while he tried to revive the computer, but it was dead! Then he asked me if I had a Windows disc and another computer, and had a friend who did, and I told him I didn't and so they were lost. I immediately asked for a refund of my money and they said that would not be possible. I was under a lot of duress at the time--because the whole thing, and fear of losing all my work on the computer was on my mind--and then I agreed after their insistence that they would keep £100 and pay me back £59.

I asked for proof that they would do this, and they said they'd send an email, but of course all my emails had gone due to this problem!

I have found to day after ringing the banck that they have taken the full amount, over £160:00 and I am SO angry!

I now want my full money back, which I really did from the beginning.

I had to get the other firm to fix all my computer which overall has cost me £85:00 and they told me that Dell supports promisce they could fix the problem from a distance was a lie.

So Dell told me a lie just to seduce me to part with money. So would YOU want ANY support for a 100 pounds from these people? AND the rest of the money, they haven't done anything. In fact their 'help' broke down my computer also.

So please can you offer advice what I should do? let me tell you what I already have done: I have contacted Visa, and they will be sending me a form in next three days. I am also considering sending a letter to Dell about the supply of goods and services act 1982 via Trading Standards. But please, I need all the help I can get?

Dell is VERY rich and I am not, and they have just grabbed 160 quid from me for nothing. Any advice will be very welcome. Thankyou

I

mattyprice4004

If they took the £160 and then refunded, it could be a couple of days after the money is taken until the refund shows up on your statement.

texranger

OP what AV or IS did you have on your computer before the problem?

Laz123

You have to understand that Dell support operates from a call centre in India. The 'techs' read from a script depending on the problem. They are not technical experts. They can work remotely but in this case they did try and fix the problem but it was so infected no one knew of the extent. But as they didn't and couldn't fix the problem you are entitled to a refund.

My advise is to put everything in writing, explain what happened and that you expect a refund in a certain given period of time and that if that doesn't happen you will be taking them to the small claims court (which is easy and can be instigated online). Send the letter by special delivery so there is proof of delivery.

zuliano

texranger wrote: »

OP what AV or IS did you have on your computer before the problem?

I am not very computer technical savvy so am not sure what you are asking? But my main question wasn't about the computer problem which now has been --touch wood--put right by another computer group, but about the Dell 'support' problem.

zuliano

Laz123 wrote: »

You have to understand that Dell support operates from a call centre in India. The 'techs' read from a script depending on the problem. They are not technical experts. They can work remotely but in this case they did try and fix the problem but it was so infected no one knew of the extent. But as they didn't and couldn't fix the problem you are entitled to a refund.

My advise is to put everything in writing, explain what happened and that you expect a refund in a certain given period of time and that if that doesn't happen you will be taking them to the small claims court (which is easy and can be instigated online). Send the letter by special delivery so there is proof of delivery.

You mean Trading Standards, and 'supply of goods and services act 1982'? However, what about the £100 I gave (ie., as part of the £160) for the 'year's free support'? I am so digusted with their lack of expertize that I want my money back on that as well. Am I entitled to get it under the trading standards do you know?

Ie., what I mean is this--that they COULD say that I am entitled to the £60 because they never gave me the help and products I gave money for, but the £100 was for a service of free year support. But as I say, I am SO let donw by them that I do not want their 'support' as I have been let so badly down by their calimed 'support' already.

zuliano

(also please see previous post)

Please will you give me advice on this. When I was let down by them the day their so-called 'support' totally failed and my computer went blue screen, and their technician phones me to find what had happened, I there and then demanded a total refund. I then had him and his supervisor shouting down the phone at me that they would only refund £60, and that the £100 is for technical support for the year. At the time I was under a lot of stress because of worry about my computer and worry about losing my work on it so I agreed, because i felt if I refused they would refuse any refund.
But NOW I want ALL the money refunded because I am so upset WITH their 'support'. I have no faith in them at all, and just want my money back.

Now I already have contacted Visa support (my visa card is what I used to put money details for Dell) and they will be sending me a form---So how would you word it if you was me? Say that I HAD asked for all my money back and they refused, or tell truth that I was under duress and had hastily agreed on the £60 refund, but now I want all refunded?

And would you BOTH use Visa AND Trading standards at the same time to attempt to get a refund?

texranger

zuliano wrote: »

I am not very computer technical savvy so am not sure what you are asking? But my main question wasn't about the computer problem which now has been --touch wood--put right by another computer group, but about the Dell 'support' problem.

what Anti virus or Internet security software diod you have on your computer before the need to call dell which i must say being out of warranty they actually responded even though charging you. at least they tried to help call microsoft with a problem and pay them their £39 and all you get is "reinstall OS"

but write to Dell direct

Registered address: 70
Sir Rogerson's Quay, Dublin 2, Ireland

zuliano

texranger wrote: »

what Anti virus or Internet security software diod you have on your computer before the need to call dell which i must say being out of warranty they actually responded even though charging you. at least they tried to help call microsoft with a problem and pay them their £39 and all you get is "reinstall OS"

but write to Dell direct

Registered address: 70
Sir Rogerson's Quay, Dublin 2, Ireland

Sorry I am not really understanding you. OK, the internet security I previously had before being attacked by the virus was the free version of AVG.

I phoned Dell, and yes mine is a Dell computer bought in 2006, and the gurantee ran out after three years, but I was to find out it only covered hardware problems not software.

I dont understand this bit: "at least they tried to help call microsoft with a problem and pay them their £39 and all you get is "reinstall OS""

Sorry I dont know what you mean?

texranger

zuliano wrote: »

Sorry I am not really understanding you. OK, the internet security I previously had before being attacked by the virus was the free version of AVG.

I phoned Dell, and yes mine is a Dell computer bought in 2006, and the gurantee ran out after three years, but I was to find out it only covered hardware problems not software.

I dont understand this bit: "at least they tried to help call microsoft with a problem and pay them their £39 and all you get is "reinstall OS""

Sorry I dont know what you mean?

yes any PC warranty will only cover hardware, dell will pass you onto another company that deals with their software issues, who do charge, but i am amazed they did this when your warranty ran out 3 yrs ago

i have been using dell for the last 15 yrs and they have been good at support when i asked for it.

AV software is good but you need to keep updating this to keep it current with new threats.

my reference to microsoft was that at least dell tried to help you after paying when all MS do is tell you do reinstall OS and they charge £39 to tell you this.

Gunarysarge

As much as it pains me to say this, Dell have done all they could for you and have even offered you a part refund. Dell support sucks as far as I am concerned but in your case they have been fair. A refund from a company like Dell can take upto or around 14days to hit your account.

I would put this down to a lesson well learned. If you have important files on your computer, you should back-up at least once a week. An external hardrive is perfect for this. Keep your anti-virus up to date and perform system scans frequently. Most Viruses infect machines because the user has opened something they should not have. If you are about to click on a file and you dont know what it is, as least scan it first.

Hope it all works out for you.