Complain about a product or service

Dell Extended Warranty

Dawn of Foley, AL January 16, 2009

I purchased a Dell 2400 Dimension windows xp computer paying about 1250 for the PC tower. I also purchased a Dell extended warranty that cost about 600. On or about August 1, 2008, the computer was acting slow. It was still in warranty. It took Dell customer service and Resolution Team up until mid December to finally decide to replace my computer with a refurbished Vista 530 series computer which as per Dell's own website is worth about 299.00 with Windows Basic Office Software.

I spent about 400 hours (this is not an exaggeration)formatting and reformatting the Dimension 2400 series computer. I was told when I spent 600 for the Dell extended Warranty that I would either have my computer repaired in a timely manner (nearly 6 months is not timely) or would receive a replacement computer that would be comparable in terms or technological advances to the Dimension 2400 series computer that was considered a computer suitable for home office work. I was never told that I would receive a refurbished computer that by Dell's own admission is worth 40.00 and at that does not work properly.

Dell took 600 of my money and in exchange I got a 40.00 computer. This is aggregious in my opinion and I was lied to. There was a specific intent to defraud me as a consumer. Dell refused to keep it's commitment to me as expressed and implied by the salesperson who sold me the warranty.

I now have a computer that does not work properly and is not a mid-to upper mid-level computer capable of handling business software. My previous Dell Dimension 2400 up until I let a Dell technician access it over the internet because it was working a little slow, was working just fine and worked well with windows xp Office Professional Software. The Inspiron 530 computer that was refurbished in Korea and apparently sat on a shelf since March 8 2008, the date on the computer tower, is no even capable of handling Microsoft Office basic. It stalls out on the internet.

When I contact Dell, despite the fact that I am calm and professional, hang up on me or try to force me to buy the latest Dell money maker Dell OnCall insisting that there is no hardware problem, despite the fact that they have not checked the hardware out to be sure that there is not a hardware problem

Hardware problem or not, this piece of junk that Dell sent me is NOT what I paid for in my extended warranty. No one in their right mind would pay 600 to get a 40 computer.

Kevin of Queensville, ON January 15, 2009

I guess Dell hasn't been paying attentiuon to the auto makers and what happens when you sell an inferior, problem plaqued, overpriced product and them don't support it! I bought the whole nine yards form Dell, computer, big screen monitor, laser printer, surround sound speakers three year service warrenty everything else that goes wioth it. Problem is the machine came without the modem, they mised it but would send an external one out for about 10 times what I could buy one at Best Buy. Needless to say I bought one at Best Buy. Then, 5 months later, major hard drive problem, after I spent 3-4 hours on the phone and with Dell tecks diagnosing it they siad they would send out a new hard drive, No software though, I would have to install the operating system and everything else myself. After much arguing and more watsed time they were going to send a preloaded hard drive out, until they figured out I lived in Ontario and they couldn't do that???????????

When asked why the guy putting the hard drive in couldn't install it? The guy replied "it's not his job" NICE! No wonder the countries economy is in the toilet with business and work attitudes like this. Ford did this to me once and I have now bought 15 brand new automobiles and none were Ford! I'm sure I will be purchasing at least 20 more computers before I die, this is the first and last DELL!

Edward of South Amboy, NJ January 9, 2009

I purchased a Dell Inspiron 2200 from Dell in August 2005. I also purchsed a four year warranty for any problems including accidental damage. My daughter has replaced the hard drive twice, the keyboard, the mother board and the battery. The computer does not work and I spent about two hours on the phone trying to speak to a supervisor and was disconnected twice. The last tech I spoke to {Taj} told me to spend another 86.38 so that I could speak to someone that understands english. He said this new north American tech will solve all my problems. I told him that the Dell authorized techs had no idea what was wrong with the computer and it should be replaced ASAP. He told me there was nothing else he could do for me. My daughter is stuck with a broken computer for her senior year in college and I will be forced to purchase another one even though I have an extended warraty until August 10, 2009. I have e-mailed Dell and they have not responded to my e-mails. I am willing to do whatever I can to get Dell to admit they owe my daughter a new laptop.

Myra of Richmond, VA January 8, 2009

Writing on behalf of my parents. The hard drive on their Dell Dimension 3100 failed last night. PC is 3 yrs. old. They purchased additional warranty (4 yrs) thinking they were getting 24 hr support w/in home service. I just purchased a laptop w/3 yr. at home. What they don't tell you is that the purchaser has to troubleshoot the problem with a tech support person in India (and you can barely understand them) BEFORE they will send someone out and replace parts that are deemed bad. Had I not been living here with my 81 and 77 year old parents (due to losing my job to people in India, incidentally), they would have never been able get through this. I spent an hour and 15 minutes on the phone before he deemed the hard drive dead. The at-home warranty they advertise is misleading. No one should have to troubleshoot a PC, especially to the depth that I did, when they have a warranty. Many older people would never be able to do this. Dell should be made to change its practices and, either stop advertising at-home service or advertise it and use local, and Dell authorized techs to troubleshoot and repair the PCs. It might create a few jobs in this country!

Amanda of San Diego, CA January 8, 2009

I have a laptop which I leased in Dec 2007 with 'Gold' Technical Support. For the last six months, it has been crashing on a regular basis. In late Dec 2008, I spent over 12 hours over the course of 2 days re-installing the drivers, etc. The system crashed again Jan 5, 2009.

The Dell "customer satisfaction guaranteed" consumer warranty states that it will replace the system if the user has repeated issues (more then 3 times.) I fit the criteria. Two techs agreed with me, Vincent Oropesa, and Mr. DeGafe, yet the 'supervisors' continued to refuse to resolve my issues by replacing the system or releasing me from the lease and returning the computer. I am being billed for leasing a system that does not perform the functions I ordered. Dell does not honor their advertising. Please note that Dell has had 11,909 complaints to the Better Business Bureau; make that 11,910 because I just submitted mine.

Andrea of Eagan, MN January 8, 2009

I purchased an extended 4-year warranty on my Dell. Two years and three issues later, turns out nothing is actually covered! The battery, for example, is treated like printer cartridges because they are combustible chemicals. I have a notebook. Batteries are ESSENTIAL to the operation of this computer. Why are they treated like printer cartridges? I feel I was coerced into purchasing a warranty which has yielded no benefit.

Robert of Newcastle, WA January 8, 2009

I recently purchased a dell & it arrived 1/1/09. Failed to work as necessary & called dell & they worked on it over the internet for 5 hours. Could not figure out problem. They will replace however warranty starts when original purchase date. Replacement has still not arrived & warranty already in place for 1 whole month. Asked for it not to start until working product arrived but they would not assist. Referred me to their legal dept & only provided a fax number. Said no phone # or mailing address exists for legal dept.

Dr. Albert of Narragansett, RI January 1, 2009

I would not recommend purchasing from Dell Computers. I purchased a Dell INSPIRON 1505 Laptop. I took out an extended warrrenty until 2011. My battery died after 18 months. I asked Dell for a replacement battery for free or at a reduced rate. The customer service, technicians, and sales representatives said they could not do anything for me. They added the battery is not covered under the warranty, since Dell batteries are only covered for a period of 1 year. When I purchased the original service agreement I was not told the battery was not covered. Dell representative informed me if any other component on the computer fails it would be covered by the warranty I have. They added the battery use failure could be attributed to my fault. When I went to their own web site both the 6 cell and 9 cell batteries had extremely negative reviews. When I mentioned to Dell about the negative reviews one of the chief representatives said that the number of negative comments is not significant since so many thousand of the laptops in question were sold.

Please note Dell did not even publish my review. I wonder how many other negative reviews were not published. Out of over 300 reviews over 99% are negative.

Also, Dell wants to charge an exorbitant rate for a battery replacement. I also made known to Dell I have a background in Quality Assurance Engineering and that the reliability of the product should be question with so many negative reviews. I added Dell’s tech review team should investigate the 6 and 9 cell battery for the INSPIRON E1505 computer. I mentioned it may be possible the batteries need to be recalled as they were approximately 2 years ago with the Sony batteries that caused fires in several laptops. Dell remained uncompromising in stating they will not do anything for me.

When I did a Google search for a comparable OEM battery, the price was a fraction of the cost Dell is asking. Not only is the company not very intelligent with regard to trying to work with the consumer, it is equally frustrating having to work with people in India. I have great respect for the people who live in India; however, Dell is an American company so I feel we should deal with people who are more empathetic towards our needs in this country.

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