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New 8400 problems and not so good support
Last week, after carfully reviewing all the articles in Magizines and on the Web I decided to buy a much needed computer. I went with the 8400. I was so excited with the deal I got and how fast it came. Until I took it out of the box. The CD drive didn't work. Ok so a little problem, I've been in the PC business for 25 years, no big deal. Oh no the Broadband connection doesn't work either. Now I have spent $2000 on a system I can't use because my main purpose is to do online accounting for a non-Profit organization. So I call support. Yes they speak English , barely... One problem at atime they say. After waiting on line for an hour, and redoing all the hardware error support 3 times they determine the CD drive doesn't work...duhhh... They say a tech man will call monday with the part. Wait what about the other problem??? Call you ISP provider.Ok I know it's ahardware problem, but I spend the 2 hourss contacting the ISP provider to prove it. Back on hold with Dell support. Run test after test... no help.. Three hours later finally atech that knows what she's doing. Yes the motherboard has a problem. It needs to be replaced. Now it is 10:30 PM on the day the computer I paid $2000+ arrives. Someone will be out Monday...No calls no word...Tuseday two techs call one for the CD drive one for motherboard, of couse one could not do both that would be too easy . SO both get delayed change times twice. Then I find out they want to place a "refurbished" motherboard in my computer. I call the online techs pass me around for another hour and say "you don't want it, return it, your cost and buy a new one" Of couse the deals last week are not good this week. No you can't have a new motherboard" Okay what to do??? I sit here with a computer that is now 4 days old. I can't use it for my work, my old one is in bad shape. And the person,"manager" that said they would call back in 45 minutes, it's been 3 hours.
So much for Dell's award winning sevice and support.
se7en5ive2
584 Posts
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Posted June 7th, 2005 23:00
Consider it DOA and return it. This can all be done within a 21day window that began the day it shipped and you are wasting your time here; this isn't the customer service forum. Good luck with what ever decision you make. And, there is always new deals and coupons to be found and used,
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se7en5ive2
584 Posts
374
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Posted June 8th, 2005 00:00
They should have made right by now, he's had it four days: no joy. Chances are it shipped free during the deal and he'll only pay one way. That beats being stuck with a lemon if they drag it out. DOA is still DOA and you hear way to many tales of no satisfaction with the repair techs that Dell sends. The shotgun approach is not the way to fix anything.
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truthfinder
47 Posts
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Posted June 8th, 2005 00:00
Your the lucky one ! At least you can get your money back and start over. JUST KIDDING !I purchased a new 8400 1 1/2 months ago. I've had to wipe the drive and re-load, lets say at least 10 - 15 times.After a zillion calls to Dell, they have now replaced the Motherboard, Hard Drive, Ram. , oh, with refurb parts.Guess what ? It still does not work.Now they have decided that they are going to replace the entire system, but not sure if it will be the exact system that I now have.......... Also, the replacement will be a refurb.Give me a break. How in the world does this company stay in business and what kind of junk are they building these systems with?I have been buying and building computers for over 15 years and have never seen anything like this circus in my life. They have a million people answering phones, but most can hardly speak English and more of them have not a clue..............As far as I'm concerned DELL is finished in my book and I will advise everyone I talk with.My so called new Dell has been down pretty much since the day I bought it !What's wrong with this picture !shesagordie
12 Elder
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46017 Posts
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Posted June 8th, 2005 01:00
FedUpinVa.As this is a new system, if Dell does not quickly repair the defects, to your complete satisfaction. You have only 21 days from the date on the packingslip/invoice, to request a replacement unit, that hopefully will work, straight out of the box, under Dell's "Complete Satisfaction" policy.Bev.- People, people. Read the agreements and stuff before you buy the system. Dell has always replaced malfunctioning parts with refurbished parts. Refurbished parts are nothing to be scared of. Most of these are just extras that were returned by companies that ordered too many. However, Dell cannot sell them as new, so they have to label them "refurbished". Look, give Dell a chance, and they will fix your system. If they don't they will take the system back.
truthfinder
47 Posts
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Posted June 8th, 2005 15:00
Hello Folks:I would be the first one to complain about the quality that Dell is putting out. I have a new system that has been rebuilt and still fails............... Dell is now replacing my system.As bad as DELL is, I must say that the support people have been on the ball and up until this point have always taken care of my complaints and concerns. They also answer up when I reach out to them via email.Best of luck to you all.Steve
drew-and-not-u
494 Posts
374
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Posted June 7th, 2005 23:00
=(
thats a sad story.
Dell really does need to do something about their shoddy phone support... It's pretty much useless except for the most simple of problems. The at home techs are ok, once you finally get them to come out. Dell needs to figure out that most people who buy Dells do so because of their supposedly great service. If they keep this up they'll end up going the way of Gateway.