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February 7th, 2025 23:57
Dell not taken accountability for their faulty product.
Dell is not what it used to be! After dealing with over eight months of runaround customer service for a faulty product that they can not repair and will not replace: my laptop, XPS 13 9315, I'm giving up on Dell. Note, it's my second one, as the first one's screen died on me in the first week.
I followed every direction of Dell's tech support including sending in my laptop and reinstalling Windows, etc. several times. A Dell technician also came to me and worked on the laptop. The problems didn't go away!
Customer service keeps promising over and over again "white glove service," and that "the problem will be resolved after this". However, everything they tried never worked! In some cases only got worse. Dell wants to keep doing the same thing over and over again. This is how stupidity leads to insanity. Dell does not want to take accountability for its faulty product.
I do not know how many hours I've spent (wasted) during this process but if I had to guess it is well over two dozen hours. Not including a week without a laptop. And, not to mention many more frustrating hours trying to work with a faulty product. Dell wants to continue wasting their and my productive time. They will continue this process until the warranty is up or I give up. I've decided to give up on Dell. It's been over 25 years and ends with a disappointment.
BONUS: A Dell supervisor gave me a phone number for their "Customer Care Department" to further help me with escalating my concerns. The phone number was to their general line and there was no option for a "Customer Care Department". (Palm to face!)
I followed every direction of Dell's tech support including sending in my laptop and reinstalling Windows, etc. several times. A Dell technician also came to me and worked on the laptop. The problems didn't go away!
Customer service keeps promising over and over again "white glove service," and that "the problem will be resolved after this". However, everything they tried never worked! In some cases only got worse. Dell wants to keep doing the same thing over and over again. This is how stupidity leads to insanity. Dell does not want to take accountability for its faulty product.
I do not know how many hours I've spent (wasted) during this process but if I had to guess it is well over two dozen hours. Not including a week without a laptop. And, not to mention many more frustrating hours trying to work with a faulty product. Dell wants to continue wasting their and my productive time. They will continue this process until the warranty is up or I give up. I've decided to give up on Dell. It's been over 25 years and ends with a disappointment.
BONUS: A Dell supervisor gave me a phone number for their "Customer Care Department" to further help me with escalating my concerns. The phone number was to their general line and there was no option for a "Customer Care Department". (Palm to face!)
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