Hi,
This is regard to the Dell XPS 1330 laptop that was purchased in July 2008. I have a one year warranty with the system. The system started showing troubles as early as in September 2008. Following is the timeline associated with my issues and resolutions provided to me:
1. Keyboard was not functioning properly. On a normal typing the user will miss keys while typing creating lot of issues when composing business emails and others.
Contacted Dell, and they replaced the keyboard with the help of Onsite technician.
2. In November another problem resurfaced, as the system started shutting down intermittently. We would be working on business critical activities and our work would be lost of this shut-down.
Dell customer care cleared some temporary files and confirmed that the system would behave properly.
3. The problem resurfaced in next couple of days as the computer again shut down randomly. By this time, I was not able to work as the system would shut down and would not allow me to complete my work.
Dell support requested me to re-install windows before any hardware replacement. But the issue was still not resolved. Dell acknowledged that the issue was still not resolved. They replaced the system board with the help of Onsite technician.
4. Continued problem of system shut down. Dell was unable to resolve even after replacing the hardware parts. Next the motherboard and the fan was replaced by Dell. I repeatedly requested them to return or replace this system as this problem has been long standing but of no success.
5. After replacing the motherboard and the fan, another problem cropped up – inbuilt system speakers were malfunctioning. Contacted Dell and after 2 hours from one team to another finally someone was ready to take my call and helped in taking the call further. However, again they refused to replace the system because of different issues they described.
6. Onsite technician came and replaced the speaker but he still could not resolve the issue. The speakers were still not functioning properly. Infact, the speakers were performing worse than before. The onsite technician of Dell called Dell support and asked them for the next step. Customer care suggested replacing the old defective part again in the system. The technician refused to participate in any such malpractice, so he told the customer care that the system has some genuine problem that cannot be handled. I took over the call from him and asked Dell customer center for the next step.
At that time, Dell promised me to replace the system and provide me a new same configuration system as exchange. This happened on March 23rd 2009.
7. After 5 days, I called Dell again to ask about my request. The team responding to my call refused to honor the commitment and informed me that the system replacement process has still not started. The team refused to acknowledge the system replacement and informed me that they will ask the person (who promised me the replacement) to call me back and confirm the next steps.
8. By this time, system performance has terribly deteriorated, and now the speakers are giving a blur irritating sound even when they are not supposed to function.
9. Contacted Dell next day again to quick fix the problem as it became impossible to work on this system. Another support team member acknowledged that there is a request for system replacement but he can no do anything. He repeatedly wanted me to accept another parts replacement which I refused as I am tired of this process and would settle for nothing less than a new system.
10. I would be more than happy to return this laptop to Dell with refund and would never purchase anything else.
There are some other instances also which have not been captured here due to the low priority. But the above instances coupled with others unlisted ones makes me believe that Dell needs to do more than just replacing parts and not taking the responsibility of their defected products. I have become a victim of dell service instead of a customer!! Not to forget that for the past 10 days my system is not working and so I have lost a lot of business!!
Anna of Biloxi, MS March 12, 2009
I bought a XPS 200 computer from QVC with a warranty. Not long after I had it,it started malfunctioning. I called QVC and was told to call Dell. They put me on the phone for many hours with many technicians. Finally they sent someone out. He came a few times, each time thinking that he had it fixed. But it wasn't. They then sent me a refurbished computer. The original computer was new. Not long after that, the refurbished computer started malfunctioning. Again, after many hours and technicians, they sent someone out. And again each time he thought he had it fixed. But he didn't. We have not been able to get satisfaction and our warranty is up this month.
Marlene of Long Beach, CA February 17, 2009
We purchased a Dell XPS 730 desktop computer in September 2008. On February 1 we tried to log on to the computer and we received an error message that the Boot device was not available. After calling Dell we were told that the hard drive had failed and they would send us a new one but could do nothing about our data loss, including the financial data on the hard drive; and we had 2 weeks to return the defective hard drive or they would charge us for the new one. We then discovered that the defective hard drive was a Seagate hard drive that according to the Seagate website had a known firmware problem and if we had purchased it directly from them Seagate would provide data retrieval for no charge. Since we had not purchased it from them we needed to contact Dell but if we wanted them to provide data retrieval the cost would be anywhere from 770 to 5000 and up depending on how quickly we needed the data.
I then contacted Dell again and explained what that their supplier Seagate was offering and requested they contact Seagate and work something out. I was repeatedly told that my warranty did not cover this and they had no "communication" from Seagate on this.
While Seagate posted a notice of this known issue on their website in December 2008/January 2009 time frame, Dell has just posted a notice on their website as of February 9, 2009, and has still not sent out a notice of customers that might be affected.
In addition to the issues with no warning on this problem, I am very concerned with returning a hard drive with my personal data on it to a company that I do not trust. I am still waiting for a response to this concern.
Dell has been very non-responsive and the last person that I talked to who was supposed to be the "Escalation Desk" (my last line of defense to resolve the issue I was told) was rude and could not even help with getting an extension of the time period for the return of the defective hard drive.
Claudia of Toledo, OH January 26, 2009
I bought an inspiron 518 on Nov.10,20008.Around Jan.15,2009 the mouse began to stick,I called your technical support six days straight. The support technicial went through the harddrive and memory and everything was okay. He said it was a software problem and it would cost me 100.00 dollars for one session or 249.00 for a year warranty.I have had this machine for less than three months. For me to use the computer I had to buy the warranty. Immediately after buying the warranty, the technician said it was the mouse. I was not told when I ordered my computer thru dell that the software was not under warranty.I thank you people take advantage of people. I will never recommend dell to any of my friends or family. You took my money 249.00 and sent me a mouse, the mouse cost 249.00. I will never do business with dell again.
Mechelle of Lawrenceburg, KY January 26, 2009
My husband and I purchased 2 XPS M1530 laptops from Dell on March 2008. When we first received them we had problems with one of them. I called Dell customer service the day we received them and explained the issue. After DAYS of trying to get help with the issue I was frustrated and told them I wanted to return both computers, which of course they said it was too late to do a return. But it had only been approximately 10 days since we received them. They then sent a dell repair person to the house and he somewhat fixed the computer. (Adding that even though he worked for them he would not buy one). After this they allowed someone else to order parts under my name and charged it to my dell preferred card. I filed fraud and even now they have not removed this persons name from my account. They would not cancel my card so I had to just put a hold on it for now.
Now at this date, 1/24/2009, the computer again is messed up so I called and of course even though we have a warranty it doesn't cover the issue. So I go ahead and order the part I need and guess what, they are shipping the part to the address that fraudently ordered on my card. I have called several times only to be transferred from one non speaking english person to another and I am still trying to get this ordered stopped and this person removed from my account. The order was for 441.00 which I have put on my mastercard so if they send this to the WRONG address I am still liable to pay.
They are telling me once an order has been placed it cannot be stopped, but they are sending it to the WRONG address. Also they will not remove the address from my account saying I put that address on there even though they have the fraud papers I filled out and sent to them. I don't know why companies are so determined to send all customer service overseas, they do not know what they are doing and do not understand anything. But I guess as long as we keep buying they will keep doing this. I myself will NEVER purchase from them again and am considering hiring an attorney at this point!!
John of Clio, SC January 22, 2009
Purchased my computer from Dell in April, 2008. No problems until December, 2008. I personally spent approximately 6 hours on the phone with tech reps over a two day period. Talked with Software and hardware personnel. No one could solve my computer problem. Frustrated, I asked a friend who is the IT guy for a local Pepsi distributor to help. He spent as much or more time than I did over a weeks time with no solution and the tech folks "hung up" on him twice. I am at my wits end as to what I can legally do. My computer is still under the one year warranty, but they offer no help!
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