My sister is going through issues with her Dell laptop, enjoy:

“I HATE DELL

This may seem a little over the top. But lets just say that I am not in the mood to say anything nice about this computer company. Especially with their customer service department.

This all stated about 4 months ago, my new XPS M1330, just up and crashed one day. I thought this odd and called in the techs from Dell, they said it was a simple problem and all they had to do was replace the motherboard. So they un-screwed it and re-fitted my laptop and everything was working alright.

Until last Sunday night. While watching a TV show on my laptop, it crashed again. And refused to reload. I spent hours trying to reboot my computer only to get so far before it decided to freeze and crash. Needless to say this pissed me off greatly and first thing Monday morning I rang technical support and put in for a repair again. The agreed and decided to send a technician out as soon as possible.

So Tuesday lunch time arrived and the technician came to repair my broken computer yet again. But only this time, I asked what was wrong with my laptop. He told me that there is a KNOWN default with this particular model and it’s video card. Something about it being in-compatible, so thinking this odd, that the had not re-called the laptops I made my first call to dell support. The first of many over the coming hours. I don’t know how well you know the support system for Dell computers, but lets just say you have to go through 2 call centers before you can discuss your computer with a technician. And each time you have to quote your service tag and you name and give a brief description of the problem. This gets old very fast.

I was first put through a technician who agreed with what the man working on my laptop said, that there is a fault with the model and they have not yet successfully developed a working piece of technology. When I express my dislike over this serious problem I was put through to a manager. I was “assured” that the technicians were wrong and that the new (3rd different one) motherboard that was being installed as we speak would work and that there would be no further problems. I was skeptical of this and told him that if I had to ring about a third problem with this laptop that I was going to royally pissed. It turns out I had good reason to be.

I turned my computer on after the technician left and tried to load my videos, to see if they would now play. When it took 15 minuets for my folder to open I had a bad feeling. I finally got a video file to open and well lets just say if it had worked I wouldn’t be so pissed off right now.

So I did what any sane person would do I called the support center again. (again going through the call centers and explaining the problem) I got through to a new technician on the phone and had to start all over again and when I finally said that this is not acceptable and that I want them to replace my laptop, he put me on hold and then hung up. So I rang them… again…had to sit through the same process…again. I finally got put through to another technician and I didn’t even waste my breath trying to explain the saga of this complaint to him and just asked to speak with the super visor who had “assured” me that my computer would have no more problems.

Lets just say that when I got through with him, he knew not to “assure” anything to me again and told me that I would just have a new laptop sent out. But get this it has to be the exact same type of laptop that I originally bought, so another M1330, the one with the default that has caused all my problems. How does that work (??????????) after he had decided that was what he was going to do, he hung up on me. He didn’t even ask where I wanted the laptop delivered. So I rang back for a FORTH time in a 1 hour time frame, and by this point I was seriously looking at the benefits of buying a Sony or HP. Seriously, it can’t get any worse than this.

A new technician was given my call and his answer to my question about where the laptop would be delivered was “there is no case for a new laptop, this can be fixed with parts” I just decided to ignore him and asked to be put back through to the manager who had already annoyed me twice. It turned out that they were going to send it to my old apartment address, because he has just “ASSUMED” that I still lived there. I told him through gritted teeth my new address and hung up before I started cursing the day he was born. So I sit here shaking after my exhausting time trying to get my defective laptop fixed and I can say with certainty that I HATE DELL.”

I love a good RANT (click for similar posts).