So I got an #XPS #Dell laptop that cost me almost $1,500. I got extended warranties and all the extras. I called repair because the laptop wouldnt turn on. I spent over 40 min trying to run diagnostics on a laptop that would NOT turn on. I also told the guy my images were burning on the screen before the laptop stopped turning on. (I figured it was just the cord for the not Turing on) Tech came out and replaced the mother board, input, and gave me a new cord on Friday at my work. He told me no one told him about the burning images and I would have to call later again to fix that. (To me it wasnt a big emergency anyway) I couldnt test the laptop then bc I was at work so I said bye and left. When I got home that night I noticed my laptop mousepad wouldnt work, the internet wouldnt connect properly, the laptop wouldnt switch to tablet mode and then it would freeze. I contacted #dellcares also a waste of time. I called once again to #dellsupport . They had me on the line for 40 MIN running diagnostics on a frozen laptop. I was furious bc why should I have to waste my time from work once again for a mistake their technician clearly made. I asked instead of me wasting time why didnt they send him out to do diagnostics!? To which they replied he wasnt trained to do! I darted back that I was also not trained but I was on the phone doing it! The real reason is they didnt want to waste money sending him out again (bc they told me early in the call he couldnt repair it and I would have to send it in) but they had no problem wasting my time trying to figure out what HE BROKE. Finally I demanded to talk to a manager to end the foolishness and just send my laptop in. But not before he also told me it was my job to run the diagnostics (which was already at 40 min and the guy told me it would be at least another 25) because it would make it easier for them when it got to the depot. Before this I loved Dell. All my laptops have been purchased from them. My case, speakers, fans etc. Now I am so upset with their complete disregard for their customers I will not be purchasing another #Dell product. They clearly dont care about the customer and did NOTHING to try to make up for all my lost time from work to try to get my laptop working (including 7-10 days of not having my laptop for work. Spending 2 hours w customer service. And the time spent w the rep on the day he showed up. Which he also changed the time day of only a few hours prior making the appointment later!) After I send my laptop for 7-10 days I will be looking for a new laptop.
Posted on: Mon, 08 Sep 2014 17:58:28 +0000
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