Dell nightmare and nowhere to turn

athlete76

I bought a dell vostro 1500 laptop in jan, this year, it broke within one day. Phoned c.s and within an hour and half a new laptop was being sent out to replace the old one with an improved hard drive. Good.

Order another vostro 1550 at the beginning of feb for father in law, fine. Always has worked fine ever since he got it.

My new laptop arrives in march a day after it was supposed to arrive:mad: , it breaks down in 2 days:mad: , on at customer services for a week, passed from pillar to post, phone calls and emails ignored, cost me a fortune, unable to see my little girls becuase i am on the phone so much. Finally an engineer is arranged to come out and replace, hard drive, motherboard, memory and dvd drive.

The engineer comes in the wrong at the wrong place:mad: , but he kindly agrees to go elsewhere to fix it. I then have to rearrange my in laws schedule for this. When came back from work the laptop was not working properly :mad: lots of problems continually crashing, tried to get through to dell again passed from pillar to post, emails continually ignored and told that I should phone them.

The old laptop is arranged to be picked up, in laws wait in all day but no one turns up, they arrive the next day, contact dell totally unhelpful.:mad:

Back to my second laptop...still not working phoned up dell who offered to refund me my money, but i did not think this made up for time wasted for everything I went through, eventually got offered an new laptop upgraded operating system.

During this time dell had not arranged for 2nd laptop to be picked up. Someone came to my door the same day that dell arranged it to be picked up weeks later!

I takes another 3 weeks (april) for the new one to be delivered. It is supposed to come on the thursday morning, by 2pm nothing, i phone dell they say it was stuck in traffic but it will be there shorty...phone back at 4 it is still stuck in traffic...phone back at 5 no idea where my package is, it eventually arrives on the friday, a whole day wasted sitting in waiting on a parcel that did not arrive, this is the 3rd day i or my family have spent sitting in waiting on dell to deliver or pick up at my house:mad:

It lasted 5 days before not even starting after being promised that there will be no problems. On the phone for 63 minutes (on my bill), opening up the laptop taking out the hard drive etc but nothing works. I was asked if I would happy to replace the hard drive and operating system myself, even though I have next business day warrantly for an engineer to come out. When I told them this is my 3rd vostro 1500 passed on to a manager who arranged for the service team to call me and arrange a morning or afternoon appointment.

The engineer replaces the hard drive, but then finds the motherboard, the disc drive are also faulty:mad: . He tells me to ask for a new system and an extended warranty after I tell him some of the things that have went wrong.

On the phone to dell all afternoon, again passed from pillar to post, hung up on a few times, there are no other numbers other than the call centre numbers. After 2 hours eventually get through to a totally unhelpful manager who refused to replace the computer offered a flash drive. Told him i wanted a reliable computer and an extended warranty to give me piece of mind. No was the response, i was told this would be passed on the legal team. Spent another hour on the phone trying to find someone to talk to, eventually someone phones me back.

Offered a new replacement laptop and flash drive or a keyboard, told him all i wanted was a reliable system with a guarantee it will work...no extended warranty. He told me that this was all he could do since this was my first laptop i have had an issue with! Told them this was my third, he put me on hold, came back, became aggressive and cheeky no upgrades of any sort would be offered only a refund or replacement.

Told him i would like to complain about his attitude, someone phoned me an hour later apolgised but nothing they can do. I asked to get the 3rd system fixed on friday morning as i am going to wedding in the afternoon, this is not possible, I AM BEING UNREALISTIC, he offered to pick it up elsewhere...AT THE WEDDING!

At that point i had had enough, told them to fix my laptop on the friday morning, as i know they can arrange this, told no promises and if I miss the service call it is my own fault, he was allegedly the top man in europe who i could deal with, he eventually hung up on me:mad: ...ahhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhahhhhhhhhhhhhh

I have missed out huge portions of other information...believe or not, but in the last 5 working days i have been in the house with or waiting on dell 3 of them, not seeing my little girls.

Can anyone offer any advice or give me contact details of specific people in dell that i could contact.

I need help

Thanks
Kevin:mad:

advent1122

Why not get the refund offered and buy from elsewhere?

Brooker_Dave

athlete76 wrote: »

not seeing my little girls.

I need help

Demand compensation!

(how did a duff laptop stop you from seeing your little girls?)

baldelectrician

get the good returned and a full refund.

Once you have the money deal with them in writing seeking recompense.

athlete76

The reason why i have not been able to see my girls is that I have been on the phone to dell for over 10 hours making it impossible for me to see them.

I am worried if I get a refund that is the end of the matter for dell. I have no email addresses to write to, thats what I am looking for in this case.

Kevin

athlete76

Just had the top man in europe dell contact me, as far I should be concerned! After a 10 minute conversation he states "..i would be the first person to pass this call onto someone else if i could", I let out a snigger at this point, he then becomes aggressive and starts telling me that I should not laugh and this will get me nowhere.

I eventually hung up the phone becuase he kept on continually interrupting me. I had warned if he interrupts me again I would hang up.

What a joke, I snigger at what he said not to be offensive but because my time is being wasted and then he takes the hump.

pinkshoes

I use a Dell Vostro 1500 bought in January, and mine is very well behaved! Rather than phoning them (I hope you were using the number given on www.saynoto0870.com 01344 373727 rather than the 0870 number!!), I'd put all this in writing.

Dell seem to prioritise their business customers who get excellent customer service, but don't pay much attention to their home users.

athlete76

I have been using 01344 number most of the time, this no longer works after 5.

Random

When I ran into a total brick wall, I found an email address on a forum somewhere that was supposedly for the head of Dell (Michael@dell.com). I sent a polite but sorrowful email saying how usually I got such good service and my whole family loved their Dells, but.... Within 24 hours or so of sending it, some high up from Dell replied asking for a phone number, and everything was sorted within a couple of days. Might be worth a try. That was a year and a half ago but it may still work?