Wednesday, September 17, 2008

Dell Hell

First of all I would like to apologize for being away for so long. I will be putting all the blame on Dell. You see I was recently in Dell Hell. My computer broke on August 16, 2008 and was fixed on September 15, 2008. This was after complaining a numerous amount of time to Customer Service. I kid you not, I called them at least 10 times and each time it took me 3 hrs to find someone to help me. That was only after being transferred from one agent to another, and every time being disconnected. When I asked to speak to a manager I was denied access to one, but I was transferred to another agent. This happened on 3 different occasions. A case was opened and I was told a technician would call me within 48 hours. After 2 weeks of waiting for a technician to call me, I finally called back again. I was then told my case had been cancelled and no technician was going to be calling. I asked to speak to a manager. Guess what happened? You guessed it I was transferred to another Customer Service Agent. This agent seemed to know what he was talking about. That was a good sign. Well, two days later I received a call it was an automated system from the company Qualiserve. It said, " Due to high volume of service called in your area we are unable to service your computer today. We are rescheduling your service date to ( then they would put in the following days date). So I was told every time that they would be calling by noon the next day to let me know what time they would be here in the evening. This went on for a week. I finally called Dell, again I was on the phone for 3 hours this includes the 10 times they transferred disconnecting every time. I finally spoke to an agent who then called Qualiserve. She called me back within 1 hour and informed me that a service agent would be calling me shortly. He did call. He was there the next day. I know what your thinking, I was thinking the same thing. But, we were wrong. He did not fix it. He did install the wrong operating system. I don't know much about computers but I have an Inspiron 1200 and the operating system said Inspiron 2200. Anyways, he said he couldn't fix it because the screen didn't turn on. So, the nightmare continued. Five minutes after he walked out my door the screen went on again. I again had to wait for another service guy to come by. After, getting calls from Qualiserve for a week again. I called Dell again( you guessed it 3 more hours wasted). Finally a service agent was sent out again. He told me your LCD screen is not messed up. Dell did not send me the right equipment to fix your computer. He said," Your computer is messed up and I don't know what is wrong with it. They should give you a new one." He was able to download Windows XP to allow me to go on line. He said it was a temperary fix and would not last. I had no sound, no other programs. That is when I realized I am officially in DELL HELL! I should have realized it long before, but I still had faith that they would fix my computer. I don't think I mentioned this but my warranty expires on September 26, 2008. How convenient that this whole problem has dragged out this long. So, the repair guy said I would have to call again and start up a new case( even though he did not fix the problem). I did not want to be on the phone for 3 hours again, so I tried logging on to Dell Customer Service. This worked well. It only took 1 and a half to have him call me. He then was able to take control of my computer and download the drives I needed. My computer now works. Does it work as good as it did before? No! It is so slow. All the programs that came with my Dell are not here anymore. Well, I will not be buying another Dell. I originally bought this computer because I heard their Customer Service was great. I have yet to see a good customer service. Now, I know that this has nothing to do with cakes, but I thought that I should share my experience with you.

Thank you for reading.