Dell Customer Service and Warranty

side21

Hi,

Dell's customer service is awful and I really would like some advice on how to counter these guys as I do believe that I am being taken as a fool.

I purchased the M301Z model a while back and its still under warranty. The laptop HDMI port is deemed faulty and the technical team did a remote assistance check on the laptop. I advised them that the BIOS needed updating but it required me to have a battery fitted in. Now, since Dell does not cover the battery in their warranty, I had recently spent over £100 on different OEM batteries since dell don't supply new ones. These junk did not last me for 3 months and even the ones under warranty didn't last me (got them from duracelldirect)
I discarded those batteries and stuck to the AC adapter since I was still able to do my work. Now...the technical team are telling me I have to purchase a battery which I down right refuse as it is not ME who needs the battery but their Firmware that needs it, this is not my fault and this responsibility should be of Dells, even then there is no guarantee that this will fix the main problem as they clearly said that the BIOS update MAY fix the solution. I even said to them to send an engineer down with a spare battery when they replace the motherboard just to update it and they can take it back...they still refused. Instead they send an engineer to replace the whole motherboard, I assumed that the motherboard should have had the updated BIOS on there already since dell were aware of that too. The engineer did a good job as I witnessed him installing the motherboard and load up the notebook.

After he left I had tested out the motherboard and the HMDI issue didn't appear only until an hour later when the static sound came back...Not only did my original problem come back but my laptop now began to shut down every single time whenever I tried waking it up from sleep mode! I know for a fact that a system shuts down when there is a hardware failure. So basically, the new motherboard is obviously a refurbished non-tested motherboard...I contacted dell again to tell them of the issue. They made me wait over the weekend just for the guy I spoke too to speak to a senior colleague. I even sent them e-mails over the weekend to tell them that problem is constantly occurring and I have also now taken video and images of the problems to prove it.
I get a call back on Monday and I'm back to square one. They just keep telling me to buy a battery for the BIOS update. Why cant they send a motherboard with the update instead? They just sent a replacement without testing or updating the motherboard! He didn't even bother reading my e-mail that I had sent over the weekend as I had to tell him the new issue over the phone..again he made me wait so he can speak to his senior. I am pretty much fed up as the technical team are very unprofessional and have to constantly speak to their seniors. I will demand to speak to those specific members who are refusing to make this situation easier and finding solutions.


**update**
I then spoke to a manager who wasn't helpful at all, as usual he would say that they can do nothing about the battery and he didn't bother to attempt to find any solution besides trying to make me wait for another 24 to speak to his senior (you can see how this is going). I had tried every single solution I could possibly think of as I Just want the laptop to be working as it is suppose to do, regardless if there is a battery or not. I then questioned him about how the quality tester actually carry out their tests on their products and why can't they just send me a new motherboard. I was advised that all replacement parts are never new and are always tested since all parts of refurbished ( this severely put me off even more )...I then asked him to explain the testing method. He simply stated, the engineer just checks if the components of the motherboard are connected by testing the signal..This basically suggest that Dell do not test the component thoroughly since the component may show that its communicating well but you wont be able to tell if the communication is transmitting correctly.

I have now collected a lot of evidence and made a few notes of what I have been told over the phone. I've also been advised that all their conversation have been recorded. I was suppose to speak to one of their public relations members today but I have not received any phone calls as the manager had promised that they will call within 24 hours.

Would really appreciate some advice on this and if this is deemed worthy to take to a small-claims court as I am now considering this as they are truly worthless.

What should I do if they fail to find a solution? What is the correct procedure to make a formal complaint as I believe that they have failed to provide the service based on the agreement which we had agreed to when I purchased their warranty.

I have always tried to find a solution but it is them that are refusing to offer any additional assistance. :mad::mad::mad:

CoolHotCold

So, to save other people reading.

Have Dell Laptop, Battery has gone faulty, Battery classified as consumable, not under warranty.

HDMi port is faulty.

Engineer came out with replacement motherboard, motherboard replaced.

Unit worked, then went faulty same day, with other problems maybe related to motherboard.

Customer services saying BIOS update is required, but as Dell’s won’t apply BIOS update without a charged battery above 30%ish, I’m unable to run the bios update.

Tried speaking to dell, failed to respond over the weekend.

90% of your post is useless.

In regards to the BIOS update, have you tried the various methods available to run the update without the battery required? Took 30 seconds to find out how to do it.

http://superuser.com/questions/879545/how-can-i-update-bios-without-battery

http://ubuntuforums.org/showthread.php?t=2180265&page=2&p=12884863#post12884863

http://club.myce.com/f7/how-update-bios-dell-laptops-without-battery-260714/

The only technical reason why it won't do it without a % of battery charge is purely to ensure no loss of power. So long as you keep the cord in and stable, there is no issue.

LilElvis

CoolHotCold - even your synopsis went in one ear and out the other

OP - when exactly did you purchase it? Did you buy directly from Dell? When did you first report a fault?

side21

I understand what I've wrote is long..but trust me I've had this issue for around 2-3 years, I could have made it longer ;-). Preferred stating the main story as the outcome of Dell's response is awful...I don't know why all the stuff I've said is worthless...people should know what their service is like? In regards to the solution to bypass the limit. I will be happy to do this but I don't want Dell to turn around and tell me that I made some changes to OS functions and try and use this as an excuse when I put in a formal complaint as they wouldn't suggest it (Tech support didn't even mention it, so I guess they wouldn't advise it). They previously accused me of dropping the notebook in 2012 as the hard drive was damaged and the motherboard being faulty. I lost all my University and business related work...Yes I'm pretty sure I would prefer smashing the laptop to get a refurbished laptop then lose all my years worth of work(!) lol

Elvis, I purchased the laptop in 2012 ( cant remember the exact month) but the laptop was under warranty, I then renewed the warranty in 2013. Purchased via eBay, seller sent me all the receipts and proof, contacted Dell and got the ownership transferred to my name.

side21

CoolHotCold wrote: »

90% of your post is useless.

In regards to the BIOS update, have you tried the various methods available to run the update without the battery required? Took 30 seconds to find out how to do it.

The only technical reason why it won't do it without a % of battery charge is purely to ensure no loss of power. So long as you keep the cord in and stable, there is no issue.

The summary you stated isn't what I actually said.....I didn't state the battery was faulty, in fact..I don't have a battery at all. All the OEM batteries I had were thrown in the bin since they didn't last long...I am aware that the battery is not under warranty.

Main problem:

• Static sound when streaming video/audio via HDMI port.

• Random shut down during reboot after sleep or hibernation mode.
• So the components and/or the motherboard must me faulty

Possible Solution:

• BIOS Update ( They didn't discover it, I told them.)

• They then say its MAYBE the BIOS not being updated.

• Dell's Firmware requires the battery, its their duty to fix it since my main problem MAY be related to the BIOS ( There's no guarantee that this is the actual solution). I shouldn't have to pay for a battery for them to fix something as I am under warranty. They could have given me the solution you stated, right?
• Suggested them to send an engineer along with a battery so he can fit,install and update the system..Then we could test if the main problems get solved.

• My 90% useless post contains key conversation point I had with the team members and includes the solutions I tried to offer them to make life easier for them and me.

Overall

• Refusing to update their motherboard
• Refusing to send a battery with an engineer to update the system and to test if main problems are fixed
• Keep getting told to wait for 24 hours so they can speak to their seniors ( but still end up back to square one)

visidigi

side21 wrote: »

The summary you stated isn't what I actually said.....I didn't state the battery was faulty, in fact..I don't have a battery at all. All the OEM batteries I had were thrown in the bin since they didn't last long...I am aware that the battery is not under warranty.

Main problem:

• Static sound when streaming video/audio via HDMI port.

• Random shut down during reboot after sleep or hibernation mode.
• So the components and/or the motherboard must me faulty

Possible Solution:

• BIOS Update ( They didn't discover it, I told them.)

• They then say its MAYBE the BIOS not being updated.

• Dell's Firmware requires the battery, its their duty to fix it since my main problem MAY be related to the BIOS ( There's no guarantee that this is the actual solution). I shouldn't have to pay for a battery for them to fix something as I am under warranty. They could have given me the solution you stated, right?
• Suggested them to send an engineer along with a battery so he can fit,install and update the system..Then we could test if the main problems get solved.

• My 90% useless post contains key conversation point I had with the team members and includes the solutions I tried to offer them to make life easier for them and me.

Overall

• Refusing to update their motherboard
• Refusing to send a battery with an engineer to update the system and to test if main problems are fixed
• Keep getting told to wait for 24 hours so they can speak to their seniors ( but still end up back to square one)

90% useless refers to the relation to your consumer rights question - on the consumer rights forum.

its not 90% useless if this was a tell us everything that happened forum.

Now, have you followed the advice on how to update your BIOS without battery?

side21

I can't follow that advice unless Dell suggests it..as previously stated, they tend to have the habit of finding excuses to pin the faults on you ifyou don't follow their specific iinstructions. I would be more than happy to do it...I've posted on this forum to gain some insight about what rights I have as a consumer which is why I wanted to layout out the story clearly. I don't understand why this is such an issue...

**update**
I've emailed Dell to see if they are able to do the suggested method. Let's see how it goes

JJ_Egan

Why would a BIOS update be termed as under warranty ??

What is this warranty you purchased ??

Who was the vendor ?? When did you purchase it ??

side21

JJ_Egan wrote: »

Why would a BIOS update be termed as under warranty ??

What is this warranty you purchased ??

Who was the vendor ?? When did you purchase it ??

1. Dell have always done remote assistance and done updates on the system whenever there is a technical issue. The update is not the key problem itself and they are ssuggesting the update to be a possible solution. So they want to update it to see if it will fix my main problem.

2. I think it's ccalled the cover care plan but iI will email and ask them for a copy of my warranty.

3. Vendor is Dell

4.purchased in 2012 but renewed coveredin 2013

LilElvis

Do you not have a copy of the warranty?

After you have received a copy from Dell read it thoroughly as this should make clear their obligations. Only then can you ascertain whether they have breached any of the terms.

This should have been the first thing you did!

side21

To be honest, I don't recall a cover ever being sent to me, but I will have to have a look around and confirm it with them if they did.

The warranty section on my online account simply states:

" Next Business Day ( service name ), DELL (vendor), Start date , End Date "

there isn't any link to download any documents either.