[tofu5]

I ordered a new Dell Computer, XP. It came within a week but kept crashing. After spending hours and hours on the telephone with Dell, they ordered a technician to come out. He decided I needed an entire new computer. When it finally arrived, months later, it was refurbished. Dell says that if you get a new computer replaced after 21 days, it comes refurbished. Even tho I had spent hours with their tech support trying to remedy the problem and could not, etc. Now I paid over $2,000 for a new computer and have a refurbished one, which I cannot shut down as it reboots itself whenever I try.
What am I to do? Is there some place I can complain to, I just do not have the time to spend on the telephone with Dell?

R

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Your best bet is to call Dell, and just immediately ask to speak to a supervisor (CS reps don't have the authority to do anything). Explain your situation, and insist on a new system. My experience has been they will usually do the right thing.

P.S. It is a common practice in the industry to replace defective parts with refurbished after about 30 days.

[admin]

Your best bet is to call Dell, and just immediately ask to speak to a supervisor (CS reps don't have the authority to do anything). Explain your situation, and insist on a new system. My experience has been they will usually do the right thing.

P.S. It is a common practice in the industry to replace defective parts with refurbished after about 30 days.

[ScHwErV]

Wow, what a horror story. I cant believe you had this many problems with Dell. I have about 100 or so of them here at work and I have many family members with Dell's. I have never had a problem with their tech support, nor their customer support.

My brother ordered a Dell, it was supposed to come with a free CDRW upgrade, we got it and it had a CDrom in it. I called them, got someone on the phone in just a few minutes, and had a new DVDRW the next day for their mistake.

I also cant belive you paid over 2 grand for a Dell computer when they sell most of them for about $500?

At any rate, I think you need to call Dell and get ahold of someone higher up than your standard tech. When you deal with the lowest tech, you get the lowest support.

ScHwErV

[tofu5]

I have been on telephone over three hours today, calling Dell. Luigi at Customer Care said it did look as though I should have received a new computer but he could not authorize that, I had to talk with Tech Support. He forwarded me to Tech Support, I talked with 2 people there, we were working on it, then got disconnected. Called back twice was disconnected twice. Called again for Tech, they said they could not authorize a new computer, Customer Care had to do that.
I feel as though I am in Bizarro World.

R

[tofu5]

An update on the new Dell computer fiasco. Ater 2 certified letters to the new Dell CEO and more telephone calls, we received a new computer. Talk about pulling teeth!! I will never again order from Dell.

[admin]

Sounds like a lot of effort, and thanks for the update!

However, it sounds as if they finally did the right thing. If you have troubles with that new system, at least you know where to come.