DELL: WORST WOORST WOOORST Technical Support EVEEEEEEEEEEEER

[descendency]

I own a studio 15 which I am selling to someone who burned out their mainboard with a bad battery. I had to have the bezel repaired after it cracked. They came to my house and brought the wrong parts... sigh. It was Friday too. They came back on Monday and replaced the parts no problem. In total, the repair took a week.

I'll be happily changing to an X201 thinkpad though because I need more battery life and more... build quality. (I'm a little rough I guess)

All in all, I'd say your experience is not normal but then again, maybe mine wasn't.

[millermagic]

Thinkpads are about the same quality, now. Just a reputation. However, the customer support and service with the Thinkpads is top notch.

[bboy1]

To whom considering buying DELL's laptop:

I am writing this post to share my experience with DELL technical support.

I bought a Latitude E6500 from dell 3 months ago, but for the past month, I have been dealing with technical support and sent my laptop back 3 times.

This is my first time using Dell's Laptop, after using Thinkpad for more than 10 years I decided to give DELL a try. However the technical support is the worst one in my life ever. I believe somebody works in DELL exchange my machine. I got a very BAD BAD screen, and lost my Windows 7 serial number sticker, I cannot re-install windows 7.

Here are the sequences of my experience with the technical support:

1. My battery was dead after about 2 monthes of use, won't charge.
2. I called technical support for a new battery
3. The motherboard was electronic shocked after I use the new battery from DELL
4. I sent the laptop back to DELL to replace the motherboard.
5. I recieved the laptop with new motherboard, but the fingerprint censor was damaged.
6. I sent the laptop back to DELL again to fix fingerprint.
7. THE WORST PART: I got the laptop back and a letter. The letter says there were nothing done with my laptop, the fingerprint is still not working. But I found out my screen was exchanged. My old screen was bright and had no dead pixels, but the new one is dark and has A LOOOOOOOOOOOOT of dead pixels. These are even two big dead pixel spots, I can't count how many dead pixels in those spots. My Windows 7 serial number sticker lost as well. It seems somebody works in DELL exchanged my laptop.
8. I sent the laptop back to DELL again.

I don't know when the DELL's technical support would END.............

You've owned an IBM. Ok. But have you actually had to deal with technical support with other companies before calling Dell the worst? I'm guessing you haven't because as someone who currently owns an Asus, and has dealt with both Dell and Asus technical support, I can tell you that you're not going to get service any better than Dell's, despite how bad it may seem to you.

At least Dell has ACTUAL technical support and they send techs out to fix/repair problems. The XPS premier service is particularly good in my experience.

I've just had to send in my laptop to Asus twice in a ridiculously short amount of time. Video card failed first time and the same problem happened again one week after receiving it back. Takes 4 weeks for it to get repaired each time! That in itself makes me want to go back to a Dell (for my main laptop). The only thing holding me back are the GPUs they use. Asus is value for money but their service sucks.

If you don't want a Dell, go and get another brand and just hope you don't have any problems. Oh, and Dell has the option of in home service warranty. If it's available, you should take it. As someone else mentioned, you can keep your eyes on the tech while he's repairing and make sure everything is fine before they leave. Almost every other company doesn't offer this service.

[smelly cat]

it's crap like this that makes me wonder why anyone still buys from dell at all.

[Robin24k]

Well, perhaps you can name another manufacturer that has better support? They're all about the same, but with Dell, if it's really important, you can upgrade to ProSupport.

[Crocs09]

To whom considering buying DELL's laptop:

I am writing this post to share my experience with DELL technical support.

I bought a Latitude E6500 from dell 3 months ago, but for the past month, I have been dealing with technical support and sent my laptop back 3 times.

This is my first time using Dell's Laptop, after using Thinkpad for more than 10 years I decided to give DELL a try. However the technical support is the worst one in my life ever. I believe somebody works in DELL exchange my machine. I got a very BAD BAD screen, and lost my Windows 7 serial number sticker, I cannot re-install windows 7.

Here are the sequences of my experience with the technical support:

1. My battery was dead after about 2 monthes of use, won't charge.
2. I called technical support for a new battery
3. The motherboard was electronic shocked after I use the new battery from DELL
4. I sent the laptop back to DELL to replace the motherboard.
5. I recieved the laptop with new motherboard, but the fingerprint censor was damaged.
6. I sent the laptop back to DELL again to fix fingerprint.
7. THE WORST PART: I got the laptop back and a letter. The letter says there were nothing done with my laptop, the fingerprint is still not working. But I found out my screen was exchanged. My old screen was bright and had no dead pixels, but the new one is dark and has A LOOOOOOOOOOOOT of dead pixels. These are even two big dead pixel spots, I can't count how many dead pixels in those spots. My Windows 7 serial number sticker lost as well. It seems somebody works in DELL exchanged my laptop.
8. I sent the laptop back to DELL again.

I don't know when the DELL's technical support would END.............

I'll give you the advice that was recently given to me... I had recent issues with an Alienware M17x R1.. Long story short, it was replaced with an upgraded R2 with better components.. Here's what I suggest. Write a letter to Michael_Dell@dell.com.. This e-mail goes straight to their consumer resolutions dept. or you can send me a PM and I'll give you their direct extension.. In my experience, these reps are professional, kind and courteous, and in a position to make high level decisons without any further approval or waiting.. I got my replacement system in exactly 7 days from the time my rep ordered it to the time it arrived at my doorstep. After speaking with them, I have a feeling you maybe changing the title of this post. Let me know what happens.

[boymonkey]

Ohh, My GOOOOD!!!!

Still getting worse!

I got the system back, there are still dead pixels on the screen, even their supervisor promised will put a note to sure I get a good screen.

And just now the laptop won't power on anymore. :-((((((((((((((((((((((((((

I called DELL, they said they can either continue to repair it, or exhange a refurbished ONE for me.

Replace with a Refurbished? Can anybody believe?

Everybody, please CHERISH your DELL laptop in sickness and health, please avoid send your laptop back to repair.

Thank you Jason, I will try the link you posted.

[Robin24k]

Yup, sadly, that is what to expect when you send it in for repair. Even though the three-year warranty sounds good on paper, mail-in is pretty much worthless and the upgrade to NBD is a must. I would never send my laptop in for repair.

I would say go for the refurbished. If they get you one from the Dell Outlet, you should be fine. See if they can upgrade up to NBD warranty too.

[boymonkey]

They said it takes 21 days to send me a replacement.

I will just send the laptop back and force. I am not pay for anything. I wonder how many times it takes DELL to repair their shabby machine.

This is the 5th times...

[Robin24k]

Well, I meant see if they can upgrade you to NBD because of the situation for free.

The replacement shouldn't take that long, although it could, due to them trying to find you one with similar specs.