Loading Profile...
Dell not complying with their warranty
I have a M1730 Dell Laptop. There have been 9 tickets for my system since Feb '09 requiring either the Motherboard, video card or power supply to be replaced.
On 10/8 Dell finally agreed to replace the system and stated it would take 7-21 days for me to receive my new system. The order was not submitted until 10/21.
10/26 1215-1255- called technical support and explained the situation to "Joseph". He stated that since the order was placed until 10/21 that it would be 7-21 days from then. He reviewed the case, agreed that was not acceptable, and stated that he would send an e-mail to the group responsible for processing. He also agreed to cc me on the e-mail.
10/27 0805 - Since I had not received an e-mail and the Delivery Date on the Online support system does not have a date I tried calling corporate in Red Rock. 1st # was disconnected and 2nd number stated that I was calling outside normal Business hours, which start at 0700 CT, it was 0805 PT.
10/27 0810-0855 - Called back to Tech Support and explained the situation to "Raquel". She reviewed the case, noted that the request had been submitted on 10/8, and that it would be 7-21 days from then. I explained that since this Thursday, 10/29 will be 21 days they need to ship the system to me today in order to meet the deadline. She put me on hold, and then came back to explain that it was 7-21 business days. I told her this was not acceptable and she said she would have to transfer me to Customer Care.
I was transfered to Customer Care and talked with "Neil". Again explained the situation. Neil said he could not do anything and would need to transfer me to Tech Support. When I explained that I had just been transferred from customer support. I asked for the # to Dell's legal depart. "Neil" gave me a phone # which turned out to be a fax #.
Note: I live in California. Our lemon laws cover computers. Since I have had multiple parts that have had to be replaced 3 or more times, this system qualifies as a lemon. I would prefer not to get a lawyer involved, but I am getting to the point where I don't have a choice. I have tried contacting every avenue that I can find to get this resolved, to no avail. I guess opening an issue with the BBB is the only step I have left other than getting a lawyer.
This is my business computer. To not have it for going on a month now is having a major impact.
On 10/8 Dell finally agreed to replace the system and stated it would take 7-21 days for me to receive my new system. The order was not submitted until 10/21.
10/26 1215-1255- called technical support and explained the situation to "Joseph". He stated that since the order was placed until 10/21 that it would be 7-21 days from then. He reviewed the case, agreed that was not acceptable, and stated that he would send an e-mail to the group responsible for processing. He also agreed to cc me on the e-mail.
10/27 0805 - Since I had not received an e-mail and the Delivery Date on the Online support system does not have a date I tried calling corporate in Red Rock. 1st # was disconnected and 2nd number stated that I was calling outside normal Business hours, which start at 0700 CT, it was 0805 PT.
10/27 0810-0855 - Called back to Tech Support and explained the situation to "Raquel". She reviewed the case, noted that the request had been submitted on 10/8, and that it would be 7-21 days from then. I explained that since this Thursday, 10/29 will be 21 days they need to ship the system to me today in order to meet the deadline. She put me on hold, and then came back to explain that it was 7-21 business days. I told her this was not acceptable and she said she would have to transfer me to Customer Care.
I was transfered to Customer Care and talked with "Neil". Again explained the situation. Neil said he could not do anything and would need to transfer me to Tech Support. When I explained that I had just been transferred from customer support. I asked for the # to Dell's legal depart. "Neil" gave me a phone # which turned out to be a fax #.
Note: I live in California. Our lemon laws cover computers. Since I have had multiple parts that have had to be replaced 3 or more times, this system qualifies as a lemon. I would prefer not to get a lawyer involved, but I am getting to the point where I don't have a choice. I have tried contacting every avenue that I can find to get this resolved, to no avail. I guess opening an issue with the BBB is the only step I have left other than getting a lawyer.
This is my business computer. To not have it for going on a month now is having a major impact.
I’m frustrated
2
people have this problem
I have this problem, too!
Tell me when someone solves it.
The more people who report this problem, the more it gets noticed.
The more people who report this problem, the more it gets noticed.
Create a customer community for your own organization
Plans starting at $19/month
-
Inappropriate?Interesting note: I called the sales team and if I order a new system it will take 3-5 days to build and 3-5 days for shipping. So out the outside 10 business days.
A system ordered on 10/8 would have been delivered no later than 10/22. -
Inappropriate?In case you need it, the Fax number to Dell Legal is - 512-728-7100. There is no number to call their legal department.
Also note, if you are a California resident, California Lemon Laws apply to computer equipment. In my case I have been leasing the laptop and every payment would be returned to me if I take it to court, $4,564.89 + legal fees.
I’m sad
-
Inappropriate?Jump on the bandwagon, I have filed with the BBB, FTC and NH attorney general. -
Inappropriate?Day 30: Still waiting for my Dell laptop to be fixed under my next business day extended warranty...
I’m frustrated
-
Inappropriate?Day 32: Still waiting for my Dell laptop to be fixed under my next business day extended warranty..
-
Inappropriate?this is an e-mail I sent to everyone I know.
All,
I hope you are doing well. Since it is the time of season that many of you may be considering purchasing a new computer I thought would let you know the level of support I have received from Dell.
Below is a letter that I faxed to Dell Legal department today:
----------
To Whom it May concern,
I have a M1730 Dell Laptop, Service Tag – 3L23TG1. This laptop was a replacement for an Inspiron 9000 that had the video card replaced 3+ times. I received the M1730 in 10/08. In 05/09 I paid to extend my warranty for another year. I also paid for Next Business day support. The computer is leased and over the last 4 1/2 years I have paid $4,564.89 on the lease.
There have been 9 tickets for the M1730 since 02/09 requiring the Motherboard, video card and/or power supply to be replaced. On 10/3 the video card went out again. Dell shipped a replacement video card and the system would not support a greater than 1020x800 resolution and would randomly shutdown. On 10/8 Dell agreed to replace the system and stated it would take 7-21 days for me to receive my new system.
On 10/24 the system started shutting itself off every time it was picked up and then the video screen went black and the computer was not usable.
On 10/27 I called Tech Support to get an update. I explained to the support person that since 10/29 would be 21 days the system needed to be shipped that day in order to meet the deadline. The support person put me on hold, and then came back to explain that it was 7-21 business days. Which means that I would need to wait until 11/05.
Today, 11/04, I called into tech support again, the 11th time I have called, and asked for a status on when I would receive the new system. I talked with Vance, employee #xxxxxxx, and he stated that since the laptop hadn’t been made yet it would be another week before I get my system. I asked to speak to a supervisor and Vance refused to transfer me.
This issue needs to be resolved. I have not had a working system since 10/3. I have paid for the extended warranty and next business day support. Dell has not complied with its obligations. If this issue is not resolved to my satisfaction I will pursue California Lemon Law in small claims court.
Please contact me and let me know the steps you are taking to rectify this matter. My cell phone # is – xxx-xxx-xxxx.
Have a great day,
Dave Henderson
---------
This evening I checked the online status for the order of the replacement system, and it has been canceled. When I called tech support I was told that since Dell did not have the parts they needed to build the computer that they had canceled the order. The support person could not provide any details on when I could expect to receive my system.
I am sending this e-mail to you for two reasons:
1.) On the off chance you know someone that can help me with this issue I would appreciate if you would forward this to them. They are welcome to contact me through e-mail.
2.) If you are, or know someone who is, thinking of purchasing a new computer I wanted to make sure you were aware of the level of service that comes with the Dell support contract.
Have a great day,
Dave Henderson
I’m frustrated
