How to get Dell to fix a computer? Trying to navigate the beast's maze of customer care.

A typical Dell anwer. Now I have to go again through explaining the issue with the computer...

I just want someone from Dell to explain why Next Business Day is not really a Day. Why can't I just get a fix of my problem on the next day as promised by my sales person?

(my personal apologies to Chris - I know you are just working for dell)

The NBD warranty works like this -
* You troubleshoot with our technician via phone, email, or chat.
* Once they ascertain that a hardware component is defective, they would setup a service to replace the part.
* If the service is setup Monday through Thursday, the onsite technician should get the part the next day and contact you to schedule the visit. If the service is setup on Friday, you would not receive a call until Monday to schedule the visit.
* Holidays are exempt from this.
* All the onsite technician does is replace the part, they do not troubleshoot if the part does not fix the issue.

My xps m1130 video card died (as they all do!) and I sent it in to get replaced. They returned it with an AC adapter identification problem and I spent 2 hours being bounced around departments. Plus an hour of unsuccessful problem solving.

First I called the only phone number I could find on the website.
After waiting on hold and getting transfered once, they claimed that since I am in Canada it was the wrong number and that they could not forward me to the correct people but gave me the number.

Called the Canadian number, after waiting I got transfered at least once, one technician chuckled when I suggested the problem was the wrong adapter had been returned to me. I was told to talk to the American number again, and that they could transfer me (remember when the American's could not transfer me?), although I was hung up on at this point.

Once I was on the phone with the "right" people, it took about another hour to realize they could not help me on the phone.

At one point they remotely controled my computer to update the BIOS even though I could have done it faster myself. That didn't do anything. Eventually they had me send it back to the depot across the country for repair at the same place that "broke" it when installing the MB.

I also had to argue that even though it was out of warranty, that since they had broken something, they should fix it.

4 days later they sent it back with a new AC adapter. I didn't chuckle.

I've had nothing but bad experience with Dell policy and customer service.

I won't be buying another Dell and I tell everybody I know not too. I even told the delivery person that picked my laptop up twice. He agreed, and said he had to send his in too.

I have now been informed by dell that my replacement computer will be delivered on 5 October!!! That is almost 2 months after the problem occured. And there is nothing they are willing to do about it!

Is this how a company treats its business customers??? Especially after paying hundreds of Euros for NBD???

Investors, People and companies - stay away from DELL! Big sham!

I had a old XPS, did tech support for 6 months back and forth. Got a brand new XPS 720 for free. I don't know what your problem is :)

I am pretty good at tech supporting with dell computers, please message me if I can be of any assistance.