Faulty Dell Laptop
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US Think twice or more before buying from Dell. Here is a sequence of my experience with them. Dear. Sandra Thanks again for contacting us, it' s a pleasure to help you. Let me inform you that I have review your case and the e-mails sent by you, and according to that, the Lcd was replace before even when the warranty was expired. This was because as you were explain we were going to cover this issue if happen even when warranty expired but this policy was only for 3 years since the invoice date, that means that since the computer was purchased on January 2nd 2006, the warranty for the LCD problem expired on January 2nd 2009. We do apologized but this time the lcd cannot be replace, and you might need to buy, but for that needs to call US spare parts, because the computer is register in The United States, the number is 1-800-357-3355 from Monday to Friday from 7 to 8 . If you need additional assistance or doubt following the previous steps, please let us know referring to case # 646939686 If you consider that your case was not solved, please send copy of this email with your comments to la_unresolved AT dell.com Kindest regards, Karla Rep ID 142456 Technical Support Agent Dell Latin America & Caribbean
Original Message Follows: ------------------------ Dear Mr. Oscar Ruano Since you have made the statement "we can guarantee you that this new problem is not because of that failure" Kindly advise me of what has now caused the same problem with this replacement LCD screen, since this has occurred under normal usage. Why haven't the other competitors' laptops not developed this problem as well and over a much longer period? This will certainly signal the end of my relationship with DELL and I will report this under "unresolved" and file a complaint for supplying faulty equipment, by your own admission " we detect that some LCD's that we use for certain model of computers were going to fail just like the case with the previous LCD" but said nothing, until it manifested itself then and now for the second time. This will be my last e-mail to you, unless you offer to resolve the problem (same problem) amicably. Regards Sandra Vaughn Dissatisfied Dell customer.
From: "Latin_Techsupport" <latin_techsupport AT dell.com> To: "Theron & Sandra" <tav AT sunbeach.net> Sent: Thursday, October 29, 2009 5:25 PM Subject: Re: FW: Vertical Line Issue Barbados Service Tag 6JFJ391 (KMM103039018I57L0KM) > Dear Mrs. Vaughn: > > Thank you for contacting Dell Latin America and Caribbean Online Support. > > I have reviewed the e-mail sent by you, and I can confirm you that we have that information that in January of 2008 we sent the replacement of the LCD the reason was because we detect that some LCD's that we use for certain model of computers were going to fail just like the case with the previous LCD, thats why we sent the replacement. > That was an exception because of that problem. In this case we cannot make the same exception because LCD was already replaced and we can guarantee you that this new problem is not because of that failure. > > In order to get the price of that LCD please contact the sales department and if you want to purchase it you will be able to do it placing the order through the phone. > Please access the following link to get the phone number of that departament: > > http://support.dell.com/support/topics/topic.aspx/la/shared/support/dellcare/en/byphone_sales_bb?c=bb&l=en&s=gen > > Please remember that in order to verify the status of this case number 646939686, You may contact us by using the following alternatives: > > *By responding to this E-mail > > *Via Chat: accessing the following link: www.dell.com/chatla > > *Via Telephone: Dialing your local number that can be found by accessing the following link: > http://www1.la.dell.com/content/topics/segtopic.aspx/services/es/contacts_tech_tele?c=la&l=es&s=gen > > ------------------------------------------------------------------------------------------------------------------------------- > > Remember also that we can help you if you want to extend the warranty of this computer or if you want to purchase some general accessories for this computer, just inform us if you want this service and we will follow up your request. > > If you consider that your case was not solved, please send copy of this email with your comments to la_unresolved AT dell.com > > Kindest regards, > > > Oscar Ruano > Dell hardware Warranty Support. > Dell Latinamerica and Caribbean > > > > > Original Message Follows: ------------------------ > > Dear Oscar > You should have noted from the attached stream of correspondence, (please review) that this LCD was replaced free of cost in January 2008, when the computer was already out of warranty. The replacement LCD therefore has only lasted 1 year and 10 months, before developing the same fault. My husband has owned Toshiba and Sony laptops for several years now and not once has he had any similar problem. Is it fair, that the replacement LCD be tagged to the age of the computer????? > Please let me know what is the cost and installation of the next "short-life" LCD. Sir, I consider your assistance below par, when compared with that of Elka Stanziola,Technical Support Agent, Dell Latin America & Caribbean, who dealt with the matter last year. > Regards > Sandra Vaughn > > ----- Original Message ----- >>>>> >>>>> > From: "Latin_Techsupport" <latin_techsupport AT dell.com> > To: "Theron & Sandra" <tav AT sunbeach.net> > Sent: Thursday, October 29, 2009 2:08 PM > Subject: Re: FW: Vertical Line Issue Barbados Service Tag 6JFJ391 (KMM103025010I57L0KM) > > >> Dear Mrs. Vaughn: >> >> Thank you for contacting Dell Latin America and Caribbean Online Support. >> >> I have reviewed the e-mail sent by you, and I understand that you have problems with the lcd of this computer, let me inform you that this computer is already out of warranty and because of this our technical service is limited. Checking the picture you sent us we can confirm you that the problem is related to the lcd. >> In this case that the computer does not have warranty anymore you will need to purchase this replacement. Please inform us if you want to get the price and more information about this process. >> >> Please remember that in order to verify the status of this case number 646939686, You may contact us by using the following alternatives: >> >> *By responding to this E-mail >> >> *Via Chat: accessing the following link: www.dell.com/chatla >> >> *Via Telephone: Dialing your local number that can be found by accessing the following link: >> http://www1.la.dell.com/content/topics/segtopic.aspx/services/es/contacts_tech_tele?c=la&l=es&s=gen >> >> ------------------------------------------------------------------------------------------------------------------------------- >> >> Remember also that we can help you if you want to extend the warranty of this computer or if you want to purchase some general accessories for this computer, just inform us if you want this service and we will follow up your request. >> >> If you consider that your case was not solved, please send copy of this email with your comments to la_unresolved AT dell.com >> >> Kindest regards, >> >> >> Oscar >> REP ID 140604 >> Dell hardware Warranty Support. >> Dell Latinamerica and Caribbean >> >> >> >> Original Message Follows: >> ------------------------ >> Here's the photograph. >> ----- Original Message ----- >> From: "Theron & Sandra" <tav AT sunbeach.net> >> To: "Latin_Techsupport" <latin_techsupport AT dell.com> >> Sent: Thursday, October 29, 2009 5:20 AM >> Subject: Re: FW: Vertical Line Issue Barbados (KMM63228992I57L0KM) Service >> Tag 6JFJ391 >> >> >>> Dear Dell >>> The line has reappeared this morning. This time to the right of the >>> screen. There seems to be a problem with this. >>> Please have this matter resolved again. >>> Regards >>> Sandra Vaughn >>> >>> >>> >>> >>> ----- Original Message ----- >>> From: "Theron & Sandra" <tav AT sunbeach.net> >>> To: "Latin_Techsupport" <latin_techsupport AT dell.com> >>> Sent: Friday, January 25, 2008 10:30 AM >>> Subject: Re: FW: Vertical Line Issue Barbados (KMM63228992I57L0KM) >>> >>> >>>> Thanks for your prompt response. >>>> Service Tag 6JFJ391 >>>> >>>> Photo attached. >>>> Regards >>>> Sandra Vaughn >>>> >>>> >>>> ----- Original Message ----- >>>> From: "Latin_Techsupport" <latin_techsupport AT dell.com> >>>> To: "sandra vaughn" <santher AT hotmail.com>; <tav AT sunbeach.net> >>>> Sent: Thursday, January 24, 2008 11:38 AM >>>> Subject: Re: FW: Vertical Line Issue Barbados (KMM63228992I57L0KM) >>>> >>>> >>>>> >>>>> Dear Miss Vaughn: >>>>> >>>>> Thank you for contacting Dell Latin America and Caribbean Online >>>>> Support. >>>>> >>>>> I have reviewed the e-mail sent by you, and I understand that the screen >>>>> of your system shows a vertical line. It will be a pleasure to work >>>>> with >>>>> you in order to resolve this issue as quickly as possible. >>>>> >>>>> I need that you send us the service tag of the system. The Service Tag >>>>> is >>>>> a 7 digits alphanumeric sticker located at the bottom of the system. >>>>> >>>>> I also need, if it is possible, a photo of the screen with the vertical >>>>> line to evaluate the case. >>>>> >>>>> >>>>> If you have any doubt about the information provided in this E-mail, >>>>> don?t >>>>> hesitate to contact us. >>>>> >>>>> For any feedback about the service I have provided to you, please >>>>> contact >>>>> my manager at: la_unresolved AT dell.com or fill the survey here: >>>>> http://www.dell.com/content/topics/survey.aspx/ss?ssid=eJ0p4hLuZM4%7e >>>>> >>>>> Kindest regards, >>>>> >>>>> Elka Stanziola >>>>> Technical Support Agent >>>>> Dell Latin America & Caribbean >>>>> >>>>> Original Message Follows: >>>>> ------------------------ >>>>> >>>>> >>>>> >>>>> >>>>> From: Theron [mailto:tav AT sunbeach.net] >>>>> Sent: Wednesday, January 23, 2008 7:07 PM >>>>> To: Vertical_Line >>>>> Subject: Vertical Line Issue Barbados >>>>> >>>>> >>>>> >>>>> Customer: >>>>> >>>>> >>>>> >>>>> Sandra Vaughn >>>>> >>>>> 20/21 Hothersal Terrace >>>>> >>>>> Lower Estate >>>>> >>>>> St. Michael >>>>> >>>>> Barbados >>>>> >>>>> W.I >>>>> >>>>> >>>>> >>>>> Tel # 1-246-4265910 >>>>> >>>>> >>>>> >>>>> Dell Inspiron 9300 Purchased January 2006 >>>>> >>>>> >>>>> >>>>> Yesterday the system developed a vertical line on the left side of the >>>>> LCD. I have therefore contacted you based on the information contained >>>>> in the website >>>>> http://direct2dell.com/one2one/archive/2007/06/19/17774.aspx Kindly >>>>> advise how to proceed to have the issue rectified. >>>>> >>>>> >>>>> >>>>> Thanks and regards >>>>> >>>>> Sandra Vaughn >>>>> >>>>> >>>>> >>>>> Alternate e-mail santher AT hotmail.com >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>> >>> >> >> [ Attachment 1 Type: application/octet-stream Name: DSC00684.JPG] >> >> > From: Message Author (click here to email author) Date: Friday, 30-Oct-09 12:21:48 CDT Business: Reply Online Consumer: Comment On This |
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