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Dell Computers / laptops, tech support

Posted on Friday, October 7th, 2005 at 12:00am CDT by 78472aa0

Company: Dell Computers / laptops, tech support

Category: Other

Dell Computers / laptops, tech support

October 6, 2005

Dell To potential computer buyers, Do you want to waste 120hrs and be with out your computer for two weeks within the period of a month and a half? I will start by explaining my experiences with computers. I have had a laptop (of various manufactures) for over 12 years now. I have extensive computer knowledge; I have a degree in programming and a diploma in networking. I have also built computer for a living. I bought my dell in April 2005 and have had constant problems ever since. With in the last month I have spent more time trouble shooting than I have working. I bought dell because I recently moved to Canada and that’s what I got told to buy, from all the Canadians. The problems all started when I needed my computer the most! My screen started to flicker every minute it would flash on and off thus causing me terrible head aches. So I decided to do some of my own trouble shooting. I probably spent about 4 hours updating drives, flashing BIOS and performing other checks on the laptop. I decided to call dell technical support, my call then goes half way around the world because it’s cheaper to hire ESL than native speakers. I have huge problems with this because you have to repeat yourself many times (the way to get around this is call in the morning and you may get someone in Toronto). After explaining the issues with my computer and telling the person what I have done he continues to tell me to do things I have already done (as he has not understood or not followed what I have said). I am on the phone for about for about 3 or 4 hours. I hung up on the person because they where not telling me things that were working. The following day I ring up again. Repeat everything that I have said the day before. I then spend about 8hrs of the day on the phone to India. You can imagine how I feel after that. After spending the whole day on the phone they came up with no solution but to do a system role back (taking the computer to previous state).That takes 2hrs. Then the next day I call up repeat myself again. Spending another day on the phone they come up with formatting the computer. So I back up my computer 2hrs format my computer and reinstall operating system 2.5hrs. Reinstall software 6 hrs. The problem still occurs. They ship me out a power cord to try to fix the problem. So I wait for 3day to receive a power cord. When it arrives it doesn’t fix the problem. I then I get back on the phone to dell. They suggest formatting again just to make sure it’s not a windows error. So I spend another 10 hrs redoing my computer this time I used long horn the new windows but this doesn’t help the situation. So I reinstall XP pro and the problem still occurs. They finally suggest sending the computer in after about 30hrs on the phone plus 60 to 70 hours trouble shooting. Then send my computer in they don’t fix the computer here in Vancouver so I have to send it across the country to New Market and I am with out a computer for a week. I get the computer back it appears to be fine. A 4 days latter I have major problems again it would take ten minute to load up windows. So I spend another 8 hrs on the phone to India. They can’t isolate the problem so I then spend about 6hrs trying to fix the problem myself. I run several test on the computer and they come up with several errors, no of them should cause the computer to slow down this much. I send my computer off to Ontario for repairs again. It is currently off there being repaired. They have been unable to help me with every problem I through at them. After telling you my computer problem I will complain about the staff. I don’t have 15 minutes to spare, for me to explain the problem with my computer every time I ring up. They keep logs but the logs are not in enough detail for the next person to follow. They don’t record what they have told you so when you ring up the second time they are telling you to do thing that have been done when you were previously on the phone to them. When I had spent 30 + hrs on the phone I asked to speak to a manager and got told that he was out of the office, this is unacceptable I was getting a little irate by this time so one of my colleague took the phone and asked to speak to a manager and he got told he was in a staff meeting so in other words we got blown off. I then ring customer service and wish to make a complaint (it was 430pm on a Friday so the person I was speaking to wanted to leave for the weekend) the person I spoke to then will not take my complaint but instead gives me a email address to send it to (my computer is not working so I cant send email). So I just left it till the Monday. I first call tech support. After being on the phone for a few hours I demanded to speak to a manager one comes to the phone after being on hold for 20mins. He says straight away to send it off and is brief he transfers me back to tech support where I ask to be transferred to complaints. So he transfers me. After being transferred I start my complaint I say something about the help I received that morning and all of a sudden the guy I was talking to at support argues with what I said(I didn’t even know he was still on the line). This just infuriates me even more. I finish my complaint and the lady says I will receive a response reply via email. It is now over a month later and all I have received from dell is a survey.

Angus Click this link to e-mail the message author: COMPLAINTS.COM_FORM_MAIL_49705#

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Complaint #:1001343050500196927



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