Poor Service and held to ransom

Question

I'm very frustrated and disappointed with the service from the DELL Technical Support.

I sent a DELL Vostro 3510 back under warranty, as it just wasn't powering on, which was identified as a faulty mainboard, so far no issues, but I then receive an email staring that it requires a new LCD, Palm rest, LCD cable, back cover. But not only does it require these extra parts, But I have to pay approximately £300 for the parts, yet this laptop was a complete and undamaged when it was sent, just a power fault.

I then get told that email that the LCD is not a DELL original part, but in a later conversation a week or so later, I get told that this machine hasn't yet been touched, so I ask how can they identify that this has none original parts if its not even been opened. Another technical support team member tells me, that parts do get damaged when the laptop is opened, and the customer has to pay for parts damaged when the machine is being worked on.

By this stage I am getting desperate for this laptop to be returned to me, as it is used for work, I reluctantly pay the £300 ransom. I then ask how long this will take, get told 5 to 12 days, but this is now already two weeks down the line, I am getting very annoyed with DELL, as I then just want a straight answer when I will get it back, but no one will be straight with me. The first line support just tell me to look online to see the current status, I do look, only to see a status up date showing parts on back order, frustrated, I contacted them again (many many phone calls) to find out what's happening, and to find out how long this delay will take, does a back order mean days ? Weeks ? Months ? I just wanted a straight answer, but as expected from the first line support, I got the normal, please wait 24 – 48 hours, after much moaning on my behalf I managed to speak to a second line support, which gave me some hope, and told me that the part was now in and fitted the next morninig and I should have the laptop back in a couple of days, Now a couple of days later, still no laptop, I phone again and get told its being worked on, and have you checked the service status, I look online and guess what, a new message, “Our team is currently arranging additional parts required to repair your unit” so does this mean more parts on back order, so I phone again, to get told that they are fitting parts, I them press for a straight answer to my question of “When will I get my laptop back ?” and obviously I get the please wait 24 – 48 hours for an update, I press for a manager to talk to, and get told they will tell you the same thing.

So as of now, I still don’t have my laptop, I still have no idea when I will get it back, and I have paid £300 for this warranty repir with unnecessary parts.

Watch this space for more exciting updates. !!

bprakashreddy · Answer

Looks like everyone are getting same response and it feels like part of their training - no knowledge around customer orders.

ieee488 · Answer

@daints wrote:

I'm very frustrated and disappointed with the service from the DELL Technical Support.

I sent a DELL Vostro 3510 back under warranty, as it just wasn't powering on, which was identified as a faulty mainboard, so far no issues, but I then receive an email staring that it requires a new LCD, Palm rest, LCD cable, back cover. But not only does it require these extra parts, But I have to pay approximately £300 for the parts, yet this laptop was a complete and undamaged when it was sent, just a power fault.

I then get told that email that the LCD is not a DELL original part, but in a later conversation a week or so later, I get told that this machine hasn't yet been touched, so I ask how can they identify that this has none original parts if its not even been opened. Another technical support team member tells me, that parts do get damaged when the laptop is opened, and the customer has to pay for parts damaged when the machine is being worked on.

By this stage I am getting desperate for this laptop to be returned to me, as it is used for work, I reluctantly pay the £300 ransom. I then ask how long this will take, get told 5 to 12 days, but this is now already two weeks down the line, I am getting very annoyed with DELL, as I then just want a straight answer when I will get it back, but no one will be straight with me. The first line support just tell me to look online to see the current status, I do look, only to see a status up date showing parts on back order, frustrated, I contacted them again (many many phone calls) to find out what's happening, and to find out how long this delay will take, does a back order mean days ? Weeks ? Months ? I just wanted a straight answer, but as expected from the first line support, I got the normal, please wait 24 – 48 hours, after much moaning on my behalf I managed to speak to a second line support, which gave me some hope, and told me that the part was now in and fitted the next morninig and I should have the laptop back in a couple of days, Now a couple of days later, still no laptop, I phone again and get told its being worked on, and have you checked the service status, I look online and guess what, a new message, “Our team is currently arranging additional parts required to repair your unit” so does this mean more parts on back order, so I phone again, to get told that they are fitting parts, I them press for a straight answer to my question of “When will I get my laptop back ?” and obviously I get the please wait 24 – 48 hours for an update, I press for a manager to talk to, and get told they will tell you the same thing.

So as of now, I still don’t have my laptop, I still have no idea when I will get it back, and I have paid £300 for this warranty repir with unnecessary parts.

Watch this space for more exciting updates. !!

Try post in the Customer Care forum.

Vostro

Poor Service and held to ransom

Was this post helpful?