Hello,
When I ordered my two laptops you gave me your nformation in case I have problems well I am having problems:
The Studio 1537 order number 561112347 has got a black screen. After 3 calls to this number 1-800-289-3355 I got through to a tech who kept me on hold for 25 minutes, then said the problem was a bad vidio card and he would send a tech to the house to replace it, then hung up/or got disconnected. case number 632564582
So now I can either call back and be on hold again and explain everything all over or wait and see. I was never asked for my address or contact number so how is a tech going to come to the house and replace the vidio card ( and what the heck it is only 6 weeks old why is the card bad anyhow?/) I would think in todays market support and tech services would be better. I will try to call back later tonight and see if anyone can tell me how a tech is going to replace this with out an address or phone number??
Myrna
Not happy customer

2rd attempt:

I called 4 different times that night and finally talked to someone who said they we not sending a box now because my warrenty didnt cover that. And we got disconnected somehow.

3rd attempt:

I called and was transfered 4 times told the story 4 more times put on hold 4 different times over a period of 55 minutes to be disconnnected again.( But before being disconnected I was assured by each person I talked to that this issue would be resolved)

4th attempt:
I called back mad as heck at all the time I had wasted, was transfered yet again but this time only 3 times over a 45 minute time frame , and yes repeated the same information 3 more times to each person. This time I was told that a box was going to be sent. A tech walked me through taking the battery and hard drive out. So I made sure they had our address and phone number and waited for a box to ship the computer back in. Everything is wonderful all is resolved.

5th/6th//7th/8th yep all in one 2 hours and 28 minute call. Yep I was transfered and put on hold 4 times.(OH I forgot to mention I did get a box but it was not empty, it had a printer in it. I did not order a printer, I can’t even begin to think about getting that issue resolved. Who sent it to me, I did not order it?) Now I am told that tech will be coming to my house, they will call me and set up a time, everything is all set up and wonderful. I was even given the number to call to check on the tech coming to the house 1-800-654-1853.

9th attempt just checking on everything that is wonderful and all fixed: (2-2-09)
I call and am told that the dispatch number I was given 112085976 has been cancelled ( on 1-27-09) and that I need to call Dell. I call the number that the last person gave me ( he is also to call me tonight and make sure everything is fine) Irfan 1-800-624-9896 ext 7269677 and left a message that the dispatch to a tech to come to my home was cancelled on 1-27-09.
10th attempt: Called back and left another message with IFRAN, then called and support again was assured once more all was well and the issue was resolved.

If I could I would send both computers I bought from Dell back!! I will never never ever purchase anything from Dell. I spent almost 1 thousand dollars on the computer that isnt working and only had it 6 weeks. I doubt this will ever get resolved, I’m just getting worn out, and I get very upsent every time I try to get it resolved. I went through chemo for breast cancer last year and I really really don’t need this stress. I work full time and this has been really wearing me out. I am going to keep trying mainly just to keep a record of my time and the mess your company has with service. In today market place I really don’t understand this quality and lack of service from Dell. I plan to put my story on every blog I can Twitter, what ever forum I can find so that no one else make the mistake of ordering anything from Dell.
I’m looking for corporate and stockholders e mail address and I will find them. I also plan to e mail this to news stations, but may wait a few weeks to add what happens next. Maby I should put the recorded conversations on YOU TUBE with me loosing my mind over each call. Shame on you Dell worst service in the WORLD!

Myrna

11th attempt: Called again to tech/customer support but e mailed this letter nce more to Ashley_ Ligon@dell.com and she called me with in a couple of minutes ( 8:30 PM) 2-3-09. She said she was so very sorry about all I had been through and although she was in sales she would give me her number and extention and if I still didnt get resolution in the next few days to call her and she would find someone to help. Her ex 1-800-907-3355 ext 2169430. she really did seem to care and assured me that she would help.
I then found a site that was called unresolved issues so I attached this letter to that site and e mailed it on. Later that night I recieved a dispatch confirmation and it said a tech would come to my house with in two working days, that was on 2-3-09. I’m not holding my breath.
12th issue new problem: 2-5-09 today I got a bill fot the printer I did not order. It included a sales person name order number payment type. order number 623195561 sales person Shabib a Gangoo. I was very concerned that an authorization was made to purchase anything in my name. My brother in law works for the Attorny General Office in Oklahoma CIty and I plan to send this bill to there office if this isnt resolved ASAP, I believe that would be credit card fraud.
I sent an e mail about this most recent problem to Ashley Ligon as she has been my only contact so far, and once again she responded by calling me with in a few minutes. She got someone on the phone and they promised to send someone to pick up the printer tomorrow ( lucky my husband will be able to take off work tomorrow). If I could suggest one thing to all of you it would be to keep Ashley Ligon around as she really does CARE about customer service.
I will kep trying to get my $1000 lap top fixed that I have had for about 6 weeks, but I have pretty much resolved myself to the fact that was money just thrown down the drain.
Once again though I do plan to put a cute u tube vidio up of all my call and my frustrated, I did mention I started all my calles by letting the person Know I was reccording the call, which I believe covers me for any medic release I persue.
from
A VERY VERY UNHAPPY CUSTOMER
Myrna