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Worst customer service i have ever seen. New laptop, bad harddrive
I ordered a Latitude d630 on June 8th. The delivery date was scheduled for June 23rd, but upon arrival of the date the laptop was not here and I received an email that it was backordered. I replied saying I wanted to cancel the order, and surprisingly immediately I receive a response saying it was mailed the next day. With a week of receiving the laptop I got the famous blue screen. I reinstalled the software using the cds provided and it was fine. On July 28th, the blue screen returned and I contacted dell. It was determined that the hard drive is damaged. I informed tech support I did not want a hard drive replacement. I wanted to return the laptop for a refund. I was transferred over 10 times and put on hold for 20 minutes at a time for 3 hours and no resolution.
After 3 hours of transfers and holds, they explained the 21 days have passed for a refund. I would understand if the laptop was 2+months old, but barely 6 weeks old and already has problems, is not acceptable. The aggravation I have been put through its outrageous. I am a technical person and now that if a hard drive fails when new there is a 75% chance there are also problems with the motherboard. I lost all my business documents I had loaded in to the laptop. This alone has been a monetary lost for me since I had pending billing business partners account information. I demanded to speak to a manager. I was told someone will call me to process the refund. I waited for the call 2days, but when he finally called but I was not home. I followed up with voice mails 3 days in a row and no call back. I called Dell again on August 6th and after being transferred 3 times, 40 minutes on hold, I was told the manager will call me.
I will never ever purchase Dell products again and will not recommend to friends and family. As a small business owner, I will never treat my customers the way they treat theirs. Half of their staff does not understand or speak English clearly and you need to repeat yourself over and over again. The transferring from department to department and the long hold waits is outrageous and they wonder why people by HP products. I am moving all future business purchases with HP. I also reported them to the BBB due to their lack of customer satisfaction. I will wait to hear from the manager for the processing of my refund. If not, I will go to higher authorities to get this matter fixed.
After 3 hours of transfers and holds, they explained the 21 days have passed for a refund. I would understand if the laptop was 2+months old, but barely 6 weeks old and already has problems, is not acceptable. The aggravation I have been put through its outrageous. I am a technical person and now that if a hard drive fails when new there is a 75% chance there are also problems with the motherboard. I lost all my business documents I had loaded in to the laptop. This alone has been a monetary lost for me since I had pending billing business partners account information. I demanded to speak to a manager. I was told someone will call me to process the refund. I waited for the call 2days, but when he finally called but I was not home. I followed up with voice mails 3 days in a row and no call back. I called Dell again on August 6th and after being transferred 3 times, 40 minutes on hold, I was told the manager will call me.
I will never ever purchase Dell products again and will not recommend to friends and family. As a small business owner, I will never treat my customers the way they treat theirs. Half of their staff does not understand or speak English clearly and you need to repeat yourself over and over again. The transferring from department to department and the long hold waits is outrageous and they wonder why people by HP products. I am moving all future business purchases with HP. I also reported them to the BBB due to their lack of customer satisfaction. I will wait to hear from the manager for the processing of my refund. If not, I will go to higher authorities to get this matter fixed.
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Inappropriate?I will warn you about HP. I am having eerily similar problems with my HP Pavillion dv2000. Problems started when the laptop was about 4 months old (**still under manufacturer warranty, so this should not happen**) and have been increasing lately. First the cd/dvd drive locked up and nearly fried my computer (literally got so hot it burned me), and HP decided that the only way to fix it was to crash my computer and reconfigure it. No surprise, that didn't fix the problem, and they still had to send me a new drive that I had to install myself (not difficult, but still...). Although they did replace the drive for free, all my settings (I had cleaned the hard drive of usless preinstalled trial applications such as "The Sims") and some programs that could not be saved on my external hard drive, were lost. Now, with 70 days left in my limited warranty, I am being forced to crash and reconfigure the computer AGAIN. This time I cannot even access my files to back up the most recent ones... I am trying to just get a refund so I can try my luck with another company. Sometimes HP customer service is decent (you get someone that barely speaks/understands English, but is fairly nice, again BUT doesn't actually help you (ie "has to schedule a call back -which never happens- because they have to take another call"). Other times you get someone who speaks 'English' with such an accent that you'd think they were speaking something else, and nothing is accomplished because neither of you can understand one another, or you get someone who just has no desire to provide you with SUPPORT. Out of the 100+ technicians I have spoken to (not including managers, etc) I have found 1 (underline 1) person who I have been satisfied with. He is in the Philippines, but speaks perfect English with only a small accent, and is very personable and funny! While waiting for tasks to finish on the computer (when it is usually a long stent of silence) Peter was telling me about the beaches there, and we were chatting about school, and he was even joking about a customer he helps frequently who he has the joke "Are we there yet?" with (when waiting for long periods for setup of the computer, etc. Peter is amazing, but he is truly one in a million. Overall, Hp, for lack of a better word, SUCKS.
