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Dell Support problems
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Joined: Apr 16, 2008
Posts: 1037
Location: at tiled stove

PostPosted: Thu Sep 17, 2009 4:29 pm    Post subject: Dell Support problems Reply with quote

Hey RNs,

my sister bought a Dell Studio 17 Notebook 3 months ago. Nearly from the beginning she had problems with it:

- Random system freezes, for instance when she tries to save her diploma-work in .doc format, the screen turns completely white and freezes
- Nero Burning Software was missing

After 3 months of tons of e-mail with the support, they only sent her like 5 different diagnosis-hardware-tests, that she should run on her system. The support now told her, the mainboard seems to be damaged, yet they instead of exchanging it, they keep sending her new diagnosis-tests. She needs it to write her diploma-work because she dont wanna use her bfs notebook all the time, yet dell refuses to grant her a replacement-gadget during the repair-time. (Imo if the notebook-mainboard is damaged, in practice you dont repair it, you just replace it)

- Is she really obliged to run a 6th diagnosis-test after she wrote tons of email to the support and have listen to outrageous replies?
- Isn't she rightfully entitled for a replacement gadget during the repair time? (the support told her it will take 4 weeks to repair it and she was advised to transact an additional on-site insurance for the gadget for an aditional 180,-€ and the will not receive a replacement notebook! The german customer protection center, which she asked, told her because of that serious flaw, she is even entitled to a brand-new notebook)
- She also wants a printed manual to the device, but the customer care told her because of environmentalism they dont ship their products with manuals anymore. Is she entitled for one?

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Joined: Aug 18, 2007
Posts: 1453
Location: Croatia

PostPosted: Thu Sep 17, 2009 6:08 pm    Post subject: Re: Dell Support problems Reply with quote

Its not her job to diagnose any problems. If the product is under warranty, return it to the manufacturer and let them deal with diagnosing problems. They are entitled to a certain ammount of time to fix it, if they cant, they got to give you a new one. There's no buts.

If they dont comply you report them to The german customer protection center and to the media.

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Joined: Aug 15, 2007
Posts: 1302
Location: Here

PostPosted: Thu Sep 17, 2009 9:08 pm    Post subject: Re: Dell Support problems Reply with quote

1) Get a lawyer who fucks them in the ass!
Consulting should be free. A letter costs ~50 EUR (BRAGA). (My lawyer does it sometimes for free).
That is cheaper than hurting your nerve tissue dealing with a "customer service" like that... it's also faster and more satisfying... and you might get awarded with a flag in that "customer services" database that you ain't a customer to be fucked with which might help with future problems.


2) Sell it on eBay claiming it still has warranty and get another one.
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