DELL: WORST WOORST WOOORST Technical Support EVEEEEEEEEEEEER

To whom considering buying DELL's laptop:

I am writing this post to share my experience with DELL technical support.

I bought a Latitude E6500 from dell 3 months ago, but for the past month, I have been dealing with technical support and sent my laptop back 3 times.

This is my first time using Dell's Laptop, after using Thinkpad for more than 10 years I decided to give DELL a try. However the technical support is the worst one in my life ever. I believe somebody works in DELL exchange my machine. I got a very BAD BAD screen, and lost my Windows 7 serial number sticker, I cannot re-install windows 7.

Here are the sequences of my experience with the technical support:

1. My battery was dead after about 2 monthes of use, won't charge.
2. I called technical support for a new battery
3. The motherboard was electronic shocked after I use the new battery from DELL
4. I sent the laptop back to DELL to replace the motherboard.
5. I recieved the laptop with new motherboard, but the fingerprint censor was damaged.
6. I sent the laptop back to DELL again to fix fingerprint.
7. THE WORST PART: I got the laptop back and a letter. The letter says there were nothing done with my laptop, the fingerprint is still not working. But I found out my screen was exchanged. My old screen was bright and had no dead pixels, but the new one is dark and has A LOOOOOOOOOOOOT of dead pixels. These are even two big dead pixel spots, I can't count how many dead pixels in those spots. My Windows 7 serial number sticker lost as well. It seems somebody works in DELL exchanged my laptop.
8. I sent the laptop back to DELL again.

I don't know when the DELL's technical support would END.............

 

I am sorry you've had a poor experience but I suppose that happens with everything. Some people have nothing but good experience and others not so much.

I have owned in excess of 10 dell units over the years. All replaced when I was able to upgrade. The majority of my units have not had any issues at all and the ones that did, dell responded quickly to repair them. I typically have on-site repair but I did have to send in one of my units. The first time, they sent it back because they could not find the issue I had discussed with my screen. The 2nd time, I sent them pictures with the unit showing the issue, by that time I also had a dvd drive that was not functioning properly. I got the unit back with a new lcd, new dvd drive, and new palm rest.

Dell uses 3rd party repair sites in most cases to fix their units so it may be that the location they have you sending your notebook isn't the best. Perhaps if Dell has enough complaints from that company then they will give the contract to someone else.

At any rate, good luck with getting your issue resolved.

 

I've also had a lot Dell notebook systems through the last ten years. If it's possible I take always In Home Service warranty and sometimes next business day. This way I can observe the tech like a hawk about his activities.

I think because of all the trouble you're going through, you have to explain and demand Dell a replacement system for all this. This rig has been so much crippled by mala fide service techs, you lost confidence in Dell's technical support. So it's up to them to solve this issue.

Good luck.

 

After about three major system repairs I start asking them to replace the system with a non-outlet machine. Sad that I've done that a few times and gotten my way each time.

That being said I've never had a problem with their technical support staff on the phone. It is just the people that fix the laptops I have problems with.

 

I totally agree.

 

Thanks everybody for encouraging.

Yes, this time DELL did say they will send my machine to another depot. I don't know if that means they will use non-outlet machine to replace.

 

i had a Dell XPS with them, the support was actually fast, i gave them a call and they are right in front of my doorstep the next day. (i'm still under warranty period)
my motherboard was overheating. it has been replaced once by Dell technicians but the problem stil persist
what i'm unhappy was that they couldn't solve my problems, and told me that i have to change the motherboard every few months or so. (it means $$$ to them)
sigh
now i'm planning to get rid of my XPS, and maybe go for a Mac

 

What type of warranty do you have? If it is the basic mail-in warranty, consider upgrading to next-business-day on-site service. Who knows what happens when you mail it in, I would never do that.

As for the XPS issue, which model is it? It sounds like the Nvidia GPU issue, in which case it's not Dell's fault and there's also no fix.

 

Man, I wish you luck. And all, please wish me luck to as I am in limbo right now also!

AHHH, DARN YOU DELL!!!!!!!!!!!!!

 

So, if you are sending it to the depot, that isn't the same thing as replacing the unit. The depot will go through the system and repair what issues they find with it.

If you have issues once it get back, I would suggest asking for an exchange.

If needed, you can submit an escalation here: https://support.dell.com/support/to...lcare/outstanding_issues_tech?c=us&l=en&s=gen

 

I own a studio 15 which I am selling to someone who burned out their mainboard with a bad battery. I had to have the bezel repaired after it cracked. They came to my house and brought the wrong parts... sigh. It was Friday too. They came back on Monday and replaced the parts no problem. In total, the repair took a week.

I'll be happily changing to an X201 thinkpad though because I need more battery life and more... build quality. (I'm a little rough I guess)

All in all, I'd say your experience is not normal but then again, maybe mine wasn't.

 

Thinkpads are about the same quality, now. Just a reputation. However, the customer support and service with the Thinkpads is top notch.

 

You've owned an IBM. Ok. But have you actually had to deal with technical support with other companies before calling Dell the worst? I'm guessing you haven't because as someone who currently owns an Asus, and has dealt with both Dell and Asus technical support, I can tell you that you're not going to get service any better than Dell's, despite how bad it may seem to you.

At least Dell has ACTUAL technical support and they send techs out to fix/repair problems. The XPS premier service is particularly good in my experience.

I've just had to send in my laptop to Asus twice in a ridiculously short amount of time. Video card failed first time and the same problem happened again one week after receiving it back. Takes 4 weeks for it to get repaired each time! That in itself makes me want to go back to a Dell (for my main laptop). The only thing holding me back are the GPUs they use. Asus is value for money but their service sucks.

If you don't want a Dell, go and get another brand and just hope you don't have any problems. Oh, and Dell has the option of in home service warranty. If it's available, you should take it. As someone else mentioned, you can keep your eyes on the tech while he's repairing and make sure everything is fine before they leave. Almost every other company doesn't offer this service.

 

it's crap like this that makes me wonder why anyone still buys from dell at all.

 

Well, perhaps you can name another manufacturer that has better support? They're all about the same, but with Dell, if it's really important, you can upgrade to ProSupport.

 

I'll give you the advice that was recently given to me... I had recent issues with an Alienware M17x R1.. Long story short, it was replaced with an upgraded R2 with better components.. Here's what I suggest. Write a letter to [email protected].. This e-mail goes straight to their consumer resolutions dept. or you can send me a PM and I'll give you their direct extension.. In my experience, these reps are professional, kind and courteous, and in a position to make high level decisons without any further approval or waiting.. I got my replacement system in exactly 7 days from the time my rep ordered it to the time it arrived at my doorstep. After speaking with them, I have a feeling you maybe changing the title of this post. Let me know what happens.

 

Ohh, My GOOOOD!!!!

Still getting worse!

I got the system back, there are still dead pixels on the screen, even their supervisor promised will put a note to sure I get a good screen.

And just now the laptop won't power on anymore. :-((((((((((((((((((((((((((

I called DELL, they said they can either continue to repair it, or exhange a refurbished ONE for me.

Replace with a Refurbished? Can anybody believe?

Everybody, please CHERISH your DELL laptop in sickness and health, please avoid send your laptop back to repair.

Thank you Jason, I will try the link you posted.

 

Yup, sadly, that is what to expect when you send it in for repair. Even though the three-year warranty sounds good on paper, mail-in is pretty much worthless and the upgrade to NBD is a must. I would never send my laptop in for repair.

I would say go for the refurbished. If they get you one from the Dell Outlet, you should be fine. See if they can upgrade up to NBD warranty too.

 

They said it takes 21 days to send me a replacement.

I will just send the laptop back and force. I am not pay for anything. I wonder how many times it takes DELL to repair their shabby machine.

This is the 5th times...

 

Well, I meant see if they can upgrade you to NBD because of the situation for free.

The replacement shouldn't take that long, although it could, due to them trying to find you one with similar specs.

 

I agree with Robin24k, next business day service upgrade doesn't sound unreasonable at this point, even if it's just a one time deal.

Emailing Michael Dell works, but you are better off submitting an escalation here: https://support.dell.com/support/to...lcare/outstanding_issues_tech?c=us&l=en&s=gen

It's faster and still goes to a second level team. (See Crocs09's post below, he says emailing Michael Dell is better, ymmv)

Long and short of LCDs, you might get a dead or stuck pixel from time to time. Check any other manufacturer. Most, if not all of them, have a "dead pixel policy".

Even if they agreed to a new system, it would still take about 2 weeks to get another one sent to you.

 

Not for nothing, but did you not read my post??? I'm 90% sure you wouldn't be going through this if you would just take my advice.. I'd even put money on it that they would offer you a new system and not a refurb.. If you don't want to take the advice that's up to you, but there's a good chance this would be resolved if you did. That's why it's call the "Consumer RESOLUTION Department".

 

Just curious, do you speak out of personal experience?? I personally know of many people on this forum that have sent emails to that link and have gotten no response.. Why would you want to go to a "second level team" when you can go right to the head honchos? I sent an e-mail to Michael Dell, and I got a call back within 1hr.. I explained to the rep what was going on, and I had my "upgraded" system approved in about 15min.

My replacement "Brand New" was at my doorstep within 7 days after the rep placed the order.

 

On the Latitude/Optiplex side, yes, I have a lot of personal experience with the escalation link.

I don't have a lot of experience or luck with emailing MD, but to be honest, it's been a while since I have done it. Added a note to my above post stating you have good results.

The time involved with getting a replacement system varies. Generally speaking, it will take 10 business days to get a replacement system shipped out to you.

 

I offered the OP the direct extension to the consumer resolution team so he wouldn't have to wait for an e-mail response. He will get to talk to someone in about 3mins.

 

I did edit my top post to say that you had positive results with emailing Michael Dell.

I hope that number helps him, but I am skeptical. Alienware and Latitudes are two different lines of business to Dell. Alienware is considered consumer and the Latitude is commercial.

If it is truly consumer, the extension/line you gave him will probably transfer him. Based on what you say, he should email MD and most probably submit that escalation too. Covering it from both sides couldn't hurt.

 

Well, I never actually gave him the extension b/c he never sent me a PM.. The extension I have is to Dell's consumer resolution team, not AW and I think they handle all ends. I agree that it can't hurt to cover it from both ends. I just wish he would give the phone call a try. He might just be pleased with the results.

 

All I can say is you get what you pay for in the end. Personally mail in service for any company sucks, thats why it best to upgrade to at least next day business service. I have always had excellent technical service from Dell.

 

okay.. o.o"

 

hey croc can i get the extension for customer support please!! thank you you can email me at [email protected] THANKS!

 

I tried to use a coupon and some stupid message is returned. It doesn't accept the coupon but states it expires a month from now.

Dell has gone totally downhill and isn't worth anyone's time.

 

I find Dell is still good but ONLY on their AW and Business class units. but IMO they arent the worst, I have a pile of MBP's here that Apple wont do anything with because they were either " excssively used " " subjected to vibration " and my all time favorite " repair denyed due to system overheating due to unit running beyond expected CPU/GPU load" geeee im a graphics designer like im not going to run more than mac mail and safari.

as for Dell, nag them enough you may be amazed what they will give you for a replacement unit. My husbands 17" XPS went insane 4 times and in the end he wound up with an AW M17xR2 that has been flawless.

 

yeah dealing with dell tech support has been like trying to teach a deaf parrot how to say hello.

here's my issue: http://forum.notebookreview.com/har...ance-other-issues-intel-core-2-duo-t6500.html

apparently I have a software issue when my cpu is heating up and being slow. sup

 

I've used Dell support around 10 times for the many Dell laptop I've owned, and every time I was satisfied.

 

I have had a terrible experience with dell support. They are unable to keep to deadlines. I have never had a technician come for service at the designated time. My dell vostro laptop has broken down numerous times. One needs extra ordinary patience and flexibility to deal with dell support in india

 

I've found that it all depends on the agent you get in touch with.....I've been amazed at how awesome they can be....and amazed at how awful....so yeah....

 

When they kept sending me between different departments, I got tired and asked if they could give me the number to their bad customer service department.

Seriously, Dell customer support is hands down the worst support I've ever had as a paying customer anywhere in the world.

 

I have to agree. You get transferred or cut off. You need to repeat your story about 100 times. They keep asking you to do stuff like they are reading a script and seem clueless. The only good thing is that after 3 times that a tech comes and changes a part that is not the problem you finally get a new machine that works. The bad part is that it took 3 afternoons of your time plus several hours on the phone with their tech support clowns....

 

LOL, maybe this is a strategy of theirs thinking most people probably give up by now and just toss their laptop in the garbage and buy a new one.

 

So, I've tried 20+ times to order from the outlet, got cancelled every time. Sent about 20 emails, spent a good 5-6 hours on the phone, and been on the chat with probably 10-15 different chat representatives over the last 4 weeks, where I got told everything from that they don't know why I got cancelled, to that nothing is wrong and I should just try again. 3 days ago I was talking to the verification department(!) who told me my account had been blocked, but it's all good now and I can go ahead and order again.

Finally find a outlet deal again today; order it; and 3 hours later it's cancelled for no reason. I give up, I just plain give up. It's 100% impossible for me to order another laptop from them. (The first one I had 0 problems ordering)

I know it's not technical support, but I just thought I'd share it anyway. Amazing how they are able to sell laptops at all.

 

First experiences I had was about 2.5-3 years ago, they were just fine.

New recent experiences suck.

Avoid Dell and go with a brand that cares about the customer and not just profit margin.

My left speaker after making mobo/4 pairs of speakers total in it/other random stuff + NBD support frying the mobo and not connecting the USB board on the trip back to fix the mobo still makes the most horrible noises when it wants to, which is about 75% of the time.

It makes me wish I could only hear out of my right ear.


After escalation to as high as they'd let me go, I ended up talking to a "No" man which wouldn't even attempt to acknowledge the mistakes made by Dell in all sorts of ways, the entire situation makes me hate certain kinds of people as well as myself for making the huge mistake of not listening to other people about Dell since I at one point, had a good experience with them.

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I'm flustered just thinking of it.

 

I used to work at one of those dell service center -.-

 

tell us all about it

 

Sorry I can't say much.
But Dell ain't that bad, and yes it just depends where you are or the people that work there. Of course things go wrong sometimes and makes customers angry. It looks like They gave the topic starter the wrong laptop. Write down your service tag and exp code so when you receive your laptop back you can check if it's the same laptop you had before, you should see this on the sticker at the bottom and in your BIOS!

 

This thread has already been resolved. If you have other complaints about Dell's tech support, post up a new thread. Closing thread.