Poor Customer Service

ComplaintsComputersDell

Complaint

0
Jack Harris
Country: United States
We got a Dell computer, monitor and printer for a wedding gift. After about 60 days, the printer went bad. Since it was under a 90-day warranty, we called the service number and went through a long troubleshooting routine with the tech (who had, let's say, "weak" English skills). Finally, when the problem could not be solved over the phone, they said they would send a new one. They did. We had to pack up and send the old one back, but they paid for that. About two weeks later, the second printer developed the same problem as the first. We went through the same troubleshooting routine, but the problem couldn't be solved. I said I wanted another one, but they refused, saying that the 90-day warranty was up. I said no, I only had the printer for two weeks. They replied that they were only honoring the ORIGINAL warranty, and that there was no warranty on the new one. So I was stuck with a bulky printer that only severs as a scanner now. I bought a little Lexmark that works fine. Never, ever buy anything from Dell.

Comments

  • 0
    Angelinfl
    I would have gone up the chain of command to get someone to make a decision.  You spoke to too low a level technician.  You need to command more authority.
  • 0
    mat
    that is why i got rid of my dell and bought an hp..their customer service is the worst i have ever seen.
  • 0
    Brujafeja
    Whoops! I bought a service contract to repair my computer. Even though I had a little bit of trouble understanding the Indian accent, in the end, he was able to fix my computer. He was very knowledgeable and polite. It did take awhile to get the job finished, but my regular computer repairman takes days to repair it, and the repair took a little over an hour. The cost was comparable to my regular guy's fees.  I do warn you about the high interest rate they charged on the credit card. Also, they decided what the due date would be, and it was very inconvenient for me. I was late paying the bill, and when I asked them to change the due date, they did not comply. They do not hesitate for one minute to assess a late fee. (I think it was $39.00, each time I was four days late.) Coupled with the monthly minimum due (small amount), I spent mucho money before I eventually paid it off.
  • 0
    Ann
    When we bought a lap top for our daughter to take to college I also bought a extra 3 year warranty that covered everything, even if she spilled soda on her lap top or stepped on the screen by accident {she has a habit of putting the lap top on the bedroom floor} After 2 years the lap top wasnt working so I called tech surport and got India. When they could not help me they said they would send a box to my daughter for her to send the lap top out to be fixed. I said NO, that it was right in the warranty that it was onsite service, that they would come out with in two days and fix it on site but after aguing for over 40min I asked to speak to a english speaking person who's first language was english and guess what? For about 200.00 more added to my already expensive warranty I can make sure to always get someone right here in the USA and within 2min of making the call. They want ME to pay MORE just to make sure I always get someone here in the USA??? I bought there lap top in the USA why should I pay more to make sure I get someone in the USA? I will never again buy from DELL!

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