Complain about a product or service

Dell Extended Warranty

Carla of Norwalk, CT June 21, 2009

I made a telephone purchase of a laptop computer from Dell. I also purchased the in-home warranty service. First, it was not disclosed that "in-home" meant I would have to trouble shoot with technical support for a lengthy amount of time for Dell to figure out what the problem is. (Dell actually could not service me on my first call to technical support because I did not own a screwdrive to open the laptop panel.) From this conversation Dell would ship parts to a technician who then came to my home to perform the installation. I eventually had almost every part replaced on my computer and some parts replaced more than once. This was either because something else eventually stopped working or the representative wrongly diagnosed the problem. In addition, my computer eventually began to get very hot. When Dell announced a battery recall, I telephoned to technical support to make sure my computer was not included and the reason the computer got really hot.

Dell assured me my battery was not a recall, but my computer remained extremely hot. My exact description was that I could use the laptop as a griddle and fry. After multiple complaints Dell did replace the fan and some other parts but none resolved the problem. Eventually I received blistered burn (through my shirt) when I held the computer under my arm to carry it through my house. When I updated Dell of the new events, Dell wanted to replace the fan again. Even though Dell knew I had gotten burnt I was still forced to make multiple to different departments persisting Dell to exchange my computer under the warranty instead of trying to fix it again. The exchange computer I recieved was a XPS M1330. Within 3 months the computer began to constantly freeze and felt warmer than normal. However, there was nothing I could do because when I dialed technical support the automated service informed me that my warranty had expired and I needed to purchase a plan to talk to a techical support representative. Within 3 months after that the computer totally died.

I took it to a repair shop and was told that the motherboard was burnt out and it was more economical to purchase a new computer. The repair shop also stated that multiple people had come to his shop with broken XPS 1330s that also needed new motherboards. I tried calling Dells customer care to let them know that I have to purchase a new computer within 6 months after the exchange of a computer that burnt me but they did not seem to care to much. In summary, my complaint is that customers are probably drawn to Dell computers because they are reasonably priced (I know I was because I made the purchase upon entering school); However, I do not believe a laptop should have as many problems as mine encountered. People were astonished at how many times I have mentioned that my laptop was not working or getting serviced. And nobody can believe I purchased a new laptop because they knew I recieved a replacement from Dell not so long ago. Last, as many issues as I had customer service should have been my best and instead it was like pulling teeth and awful

Christopher of Cedar Rapids, IA May 27, 2009

I bought a new Dell computer and the hard drive went bad. I tried to resolve the issue (warranty issue) with Dell and Best Buy for over 1 month. Dell kept saying that I had a computer that had been "cancelled"...whatever that means. They were saying that my computer does not exist. I still have the box it came in. I would talk to both companies and niether were at fault. I had the service tag number, express service code, order number, the box it came in and the reciept from best buy and niether company will admit fault.

The hard drive should be under warranty but I am finally giving up and buying my own hard drive. I have been on the phone with dell for as long as 3 hours at a time and gotten nothing accomplished. They continue to transfer me from customer care rep to any other rep. I got hung up on many times. I do have one reps employee number and name. It has been the most frustrating time in my life. It seems that they are not there to help you but to keeps thier talk time low.

I am no farther than where I started and I am very motivated for redemption. This is not right. It should not matter that they don't have the right numbers...I have thier product. Two reps said they would call me back in 15 min and never did. You can't talk to a superior and when you do they transfer you. I will never buy a Dell again...that is for sure.

Margaret of Hermitage, PA May 27, 2009

My 7 month old computer keeps shutting off by itself. I am very disappointed in the technical support I just received. First I get a sales pitch for extended warranty before even getting to my problem. My current warranty is good til Oct 20th. Then after purchasing a 3 year extended warranty at 240 the next tech person tries to say it is adware by only looking in prefetch--he looks only at the first few on the list which was for my ad-aware software and tries to say I need to pay another 250 since the warranty only covers hardware and not adware. He never checked anything else on my computer and after being passed around to 5 or 6 people I canceled the extended warranty.

I have 4 DELL laptops and 2 desktops and have used tech support many times over 15 years. They always took care of any problem in one call and never made these sales pitches first. If this is the way they have decided to do business they are going to lose a LOT of customers. I suggest they fire the idiot that came up with this idea, as they have just lost one good customer! And my computer never got fixed after 2 1/2 hours and at least 10 different people, between tech and canceling the rip off warranty, passing my call around like a rubber ball.

I was worried it could be the fans but Dell tech never checked for anything but the adware, but they did not know I do know something about computers! The same file is on all my computers and it is not any type of adware, it is a program I use to get rid of adware. I told him that is ad-aware a program. So now what do I do? I have a useless warranty and this computer was not cheap. I use this computer for business and need to find out why it is shutting down as it is disrupting my business with customers.

Amjad of New York, NY May 21, 2009

I paid over 300 for a complete care package for my notebook, which says that any accidental damage to your computer, will be repaired for free by Dell. I spilled some water on my keyboard. I called in and was told they could repair it and dispatch the parts, however my computer was 'registered' in Canada. I told them that I had a power adapter delivered to Canada 6 months back when it stopped working on my trip to Canada. They said I had change the registration to US, and there was an online form to do it. They couldn't help me until then. No problem, however the processing the address change can take up to 20 days! Dear God! I spent hours on the phone with people, and they all confirmed I could do nothing more until I had my address changed to a US address, which could take up to 20 days to go through. It's day 3 and I am still waiting for my address change to go through.

Robin of Discovery Bay, CA May 14, 2009

I purchased a notebook in 2007 and by 1st quarter 2009 the unit would only work if were plugged in. I called Dell and was told that I needed to purchase a new battery. The new battery was purchased, but the unit would still only work when plugged in. I called Dell back and was told that it was the ac adapter. A new adapter was purchased, but again the lap top would only work when plugged in. The adapter was sent back to Dell and within a month, the unit would not turn on at all. I then called Dell and was told that I was out of the warranty period, and that if I wanted to have the unit fixed I would need to sign up for another warranty. I was quoted 2, 3, and 4 year warranty pricing and agreed to a 2 year. I was then told that the price quoted was incorrect and had increased. I agreed and paid for the 2 year warranty.

I was then told that a Dell technician would contact me within a few days to schedule a time to come out. Four days had passed and I received no call. I finally called Dell and there was no record of the promised service. I was also told that the warranty that I was given was invalid as a warranty should have never been given to me on a unit with problem. After being on the telephone with them for a very long time, I told them that I was late for work and I was promised that a Resolution Specialist would call me back within two hours. A call was never received and I have tried several times to reach them only to be tranferred time and time again and to be forced to start back to the beginning as to what happened initially. At this point, I don't know what to do.

Ashley of Boynton Beach, FL May 2, 2009

This has got to be one of the most dishonest companies in the country and probably among computer manufacturers, the MOST dishonest. Dell customer service talked me into a four year mail-in extension of my one-year warranty, which was about to expire. The sales person told me because the four year mail-in (not in-home) extension was priced over 200 I would receive a 50 Dell gift card. I asked the representative what I should do if I don't receive it in the mail and she told me to call them. I patiently waited, a month. Never received it and called them about it. This was one of the most horrible experiences I've ever encountered.

The so-called "customer service" department kept referring me to the sales department (not a single person I was able to speak with located in the United States, just India) and the sales department referring me back to customer service. They all said because the person who wrote the order did not WRITE the gift card promotion on the order, although she did promise to me verbally, and I foolishly trusted her, I was not eligible for it. I called them several times over 4 days with the same result: nothing. They either had no interest or any authority to make good on their "offer." This is not about the 50, it is about a lie and fraud by one of the biggest computer companies in the world. I wouldn't accept another Dell product if someone paid me to take it. How could anyone with this experience ever trust them again? Dell customer service rates an F. Terrible. Worst of all, you cannot speak to anyone outside of India. Anyone shopping for a computer, think Lenovo, Acer, or even Gateway. Do yourself a favor and pass over Dell. They make junk and they treat YOU like junk when you need their help.

Ted of Beth, MD April 23, 2009

Purchased computer on 12/31/08. Reported many issues regarding bad USB ports. Phone support had to UPDATE the BIOS and CHIPDISK software. (This is a "new" computer shipped with old versions of software.) Cannot get home support under warranty I paid extra for. Problem persists with bad USB port.

Ginny of Fairbanks, AK April 23, 2009

I purchased an Inspiron 1720 3/21/08. I purchased the Complete Care warranty that covers on site tech support as well as low jack and accidental damage.

My first trouble ticket was opened within 3 weeks of receiving my computer due to the computer locking up, critical errors, and no suitable graphic device found. On 4/22/08 I responded again that I was having problems and was told to do a system restore. At this time I had already performed 3 system restores. Unfortunately I do not have all the emails that went back and forth because I have had to rebuild the machine so many times and have lost numerous emails, pictures, documents, etc.

The chat sessions I do still have copies of come to 7. These chat sessions have involved everything from replacing the key board, hard drive, upgrading BIOS, 6 system restores, and the list goes on. The last email stated they would replace the computer since it is now over heating, shutting down anywhere from 5-10 times in an hour, display going out, etc. After doing research I have found that Dell and Intel have been well aware of the processors over heating yet they do nothing.

When they said they would replace it I asked if it would be new and was told yes. I received the computer 5 days later and it is REFURBISHED and not the same model. The processor and media graphics is less than my current system that I customized for my needs.

They have informed me that the model I currently have is at the end of its life and the one they sent is an upgrade. I asked where the paper work was to tell me what the new system had on it, specs, etc and was told to look online. I had to punch in the service tag on line to obtain what they sent me.

I was told that since the original machine was over 21 days old that they only replace problem computers with refurbished. I pointed out that their warranty clearly states they will repair or replace with like or equivalent and a REFURBISHED computer is not equivalent. He assured me it was. I asked how much the computer they sent (Studio 1737) would be new and he said 1300-1400 and a REFURBISHED one would be 200-300. So when I go online and price the system as new that is configured like the one they sent to replace my current system it comes to 1108.00 which is not equivalent or better. The price of the Studio 1737 to be configured the same or as close as I can get it to my current machine is 1825. Now I ask how is this equivalent??

I asked for a return address to send the REFURBISHED computer to and was told I could not. I was told that I COULD NOT return the system they sent me and that I had to keep it. I had to wait on hold for over 10 minutes when asked for the legal departments phone number. I was only provided a fax number but was told they would not do anything for me. I was told that there was nothing more they could or would do and were closing the case.

I have logged a complaint with the Tennessee Better Business Borough since that is where my replacement was shipped from. I have also sent an email along with the complaint I filed to Dell’s attorney, Daniel Noonan. I received confirmation that he has received and read the email so we shall see what comes of it. I also sent a copy to Michael Dell who is Dell’s CFO. I do not understand how they can get away with this. I have had problems from the beginning. This is not my first Dell but rather the 6th in 3 years.

Colin of Fort Mcmurray, AB February 19, 2009

I contacted tech support my computer printer 964 will not read the black ink.. followed their instructions after waiting on hold for 20 min. Still have same problem. Then i was informed that when we bought the Larger screen, up graded sound system dell printer 964,extended warranty, all for approx. 8000. We then purchased a dell lap top. which was over 3,000. My printer still same, and then told the extended warranty we purchased at the same time is not applicable to the warranty. because the 964 should be purchased else where. So when I spent 10,000. with dell,purchased extended warranty for both systems. Now the printer won't read, and we are only told now that the 964 all in one needed a different warranty. I bought all this dell product in good faith. Yet dell dosen't try to help and step up and back their products. I feel scammed by faulty workman ship and taking into account the amount we spent with dell. and letting us think we have coverage And dell doesn't stand up on their product,they hide behind. Never again.

Jennifer of Bordentown, NJ February 4, 2009

I have been trying for several months to reach some one to help me with a problem I had with my power cord dying. All I was interested in was finding out if it was covered in the "fancy" warranty I thought I had purchased. After several days and hours I finally reached some one in tech support who wanted me to take a screwdriver to my brand new laptop! I screwed it alright and hung up. Very fustrated I sent several emails and letters and no response. So I just went out and purchased a new power cord. Well, now a piece of the plastic casing broke off the computer out of no where.

Very hesitant to call Dell again, I did. However no one could help me because their computers were down for "global Updating" I was asked to call back the next day. So I did. I spent about 40 minutes on the phone explaining my problems and finding out if they were covered under warrranty. I found out they were and thought everything was going to get fixed. No. I was told I was not speaking to Tech support, just a operator who routes the calls, she would then in turn transfer me to Tech support. So on hold I went, waited 30 minutes and finally some one came on the line, and started asking the same questions the previous person did. I was just reconnected to another operator. This happened 2 more times. I never got Tech support. Finally after it happening 4 times and being on the phone for well over 2 hours I hung up. Dell has horrible customer service, horrible phone issues, and unless you are calling to actually purchase a computer I don't think they really care about the consumer. I will never buy Dell or reccommend Dell.

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