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I purchased a dell 4600c system 9/2003. In April 2004 the digital feed to the monitor failed. After ignoring me for 3 mos I wrote a letter to Mike Dell and got a reply from Tech Ser. They called a local “technican” who then came to my house and , after 1 hr, could not find the problem. He called dell tech service and got into an argument with the tech rep about what his (local tech’s) function was. Finally, after 2 hrs Dell decided to replace the monitor cable and monitor since they did not know where the problem lay. Local tech said it was not the digital/analog card.
The upshot is that after reinstalling what was most likely a refurbished monitor and cable the digital feed still does not work. Since then, and after numerous calls and emails to Dell there has been no action. They left a message on my answering machine to the effect that this was the last day of, apparently my claim, and that as far as they were concerned the problem was solved.
Can anyone suggest how i can resolve this problem. I don’t know why a large company treats it customers like this but I run a business from my home and need the computer capabilities that I paid extra for. Thank you
Call them back and demand to talk to a supervisor. Basically you got a hold of a noob tech that don't know his a$$ from a hole in the ground. Demand they send you a new mobo and video card, and don't hang up till they do! Dell's phone policy is they can not hang up on you!
Buy a gateway or something if you're unhappy with Dell, if you8 don't want to do that then call tech support and have them TS(troubleshoot) the digital connection, assuming you still are in warranty the card will be replaced.
And yes, the monitor may have been a refurb. your system is a year old, why would you expect a new monitor ??
Don't let it go, call back. You got your "trouble ticket" logged in before the warranty expired.
What exactly is the symptom of the problem?
Seeing that you run a business from your home...can I offer some advice? Always get "business grade" models of computers and accessories. Not the home or SOHO version, but full business models. HUGE difference in quality, meant to run 24/7 for 3 years, usually with a 3 year warranty. Home grade models are usually "1 year computers". Same with monitors, printers, faxes, etc etc. With Dell, this means Optiplex and Precesion desktop/towers, and Latitude and Precision laptops. And pay for the extra support. If your business relies on it...it's imperative to upgrade your support. Unfortunately that's an extra cost with Dell...but it's important to have next day onsite on your business equipment .
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YeOldeStonecat wrote:Don't let it go, call back. You got your "trouble ticket" logged in before the warranty expired.
What exactly is the symptom of the problem?
Seeing that you run a business from your home...can I offer some advice? Always get "business grade" models of computers and accessories. Not the home or SOHO version, but full business models. HUGE difference in quality, meant to run 24/7 for 3 years, usually with a 3 year warranty. Home grade models are usually "1 year computers". Same with monitors, printers, faxes, etc etc. With Dell, this means Optiplex and Precesion desktop/towers, and Latitude and Precision laptops. And pay for the extra support. If your business relies on it...it's imperative to upgrade your support. Unfortunately that's an extra cost with Dell...but it's important to have next day onsite on your business equipment .
Next day onsite comes with all consumer desktop systems they sell and yes the optiplex/precision pc's are made of known tested parts that work together and are more reliable.
Grimson wrote:Next day onsite comes with all consumer desktop systems they sell and yes the optiplex/precision pc's are made of known tested parts that work together and are more reliable.
Next day on-site service is a farce.
If you call on Thursday around 11 a.m. in my case (CD/DVD combo just went up on my Inspiron 8200) I DID NOT receive next day service.
I have to wait until Monday or possibly Tuesday for the part to be shipped to me and I'm covered under a 3 year all out warranty. And next day does not cover weekends or holidays or the courier/order of the part.
The reason I had the CD/DVD drive shipped to me is that it would have taken longer for the part to be shipped to a local certified Dell Technician and for him to make the call to my house.
Besides, it's only one screw on the base and it slides out. But that's besides the damn point. I spent good money on a Business warranty plan and I still have less than 1 1/2 years on it.
The best analouge to the Dell tech support staff is George Orwell's Animal Farm. I greatly dislike dell computers, although I will admit that the buisness models are pretty good.
EDIT: I'm a tech support guy, so I can just say for a fact that Dells are prone to causing their owners no end of trouble. Although this means more money for me, I try to keep my customers happy-something that's hard to do when their computer is emitting smoke!
Joint Chiefs of Staff wrote:Next day on-site service is a farce.
If you call on Thursday around 11 a.m. in my case (CD/DVD combo just went up on my Inspiron 8200) I DID NOT receive next day service.
I have to wait until Monday or possibly Tuesday for the part to be shipped to me and I'm covered under a 3 year all out warranty. And next day does not cover weekends or holidays or the courier/order of the part.
The reason I had the CD/DVD drive shipped to me is that it would have taken longer for the part to be shipped to a local certified Dell Technician and for him to make the call to my house.
Besides, it's only one screw on the base and it slides out. But that's besides the damn point. I spent good money on a Business warranty plan and I still have less than 1 1/2 years on it.
The new warranties do cover weekends. I know in Nashville if you get the part ordered before 4p.m. it ships the same day, the tech will pick it up at DHL and call you to make an appt. I know it doesn't always happen like this but most of the time it does.
edit: I can't speak for Canadian service, you know that.
humblejohn wrote:I purchased a dell 4600c system 9/2003. In April 2004 the digital feed to the monitor failed. After ignoring me for 3 mos I wrote a letter to Mike Dell and got a reply from Tech Ser. They called a local “technican” who then came to my house and , after 1 hr, could not find the problem. He called dell tech service and got into an argument with the tech rep about what his (local tech’s) function was. Finally, after 2 hrs Dell decided to replace the monitor cable and monitor since they did not know where the problem lay. Local tech said it was not the digital/analog card.
The upshot is that after reinstalling what was most likely a refurbished monitor and cable the digital feed still does not work. Since then, and after numerous calls and emails to Dell there has been no action. They left a message on my answering machine to the effect that this was the last day of, apparently my claim, and that as far as they were concerned the problem was solved.
Can anyone suggest how i can resolve this problem. I don’t know why a large company treats it customers like this but I run a business from my home and need the computer capabilities that I paid extra for. Thank you
Grimson wrote:The new warranties do cover weekends. I know in Nashville if you get the part ordered before 4p.m. it ships the same day, the tech will pick it up at DHL and call you to make an appt. I know it doesn't always happen like this but most of the time it does.
edit: I can't speak for Canadian service, you know that.
Dell Canada and it's support....
It's almost 2 p.m. on Monday 5 days including the weekend after I had my part shipped.
get an HP next time...much easier to deal with and there service centers are in northamerica, so you don't get some guy from india that can't speak english
Zilog B wrote:Loading the dishwasher at brembo's house means bringing the fiancee a sixpack home.
Grimson wrote:hell yeah, buy a gateway, HP, IBm or emachine.
Less ppl I have to talk to then.
My CD/DVD rom won't be here till Wednesday at best!!!! That'll be almost a week since my initial call.
That's totally unacceptable for next day Small Business service. WTF? They did not have any drives in stock was there reply. They have my number, they have my e-mail they could have called. Hell, you think the tech that took my call could have told me that but nooooo!
Oh they had new drives but no refurbished ones. Bastards, they should have given me a new drive to honor the contract. I called new parts after I got off the phone with customer care and the new parts dept. guaranteed a tomorrow MORNING delivery time if I ordered it at 3 p.m. (the time of the call) That's not the point tho.
Who can I contact at Dell to voice my dislike with this kind of service? I don't want to send a letter to customer service only to receive a generic form letter in return.
Joint Chiefs of Staff wrote:My CD/DVD rom won't be here till Wednesday at best!!!! That'll be almost a week since my initial call.
That's totally unacceptable for next day Small Business service. WTF? They did not have any drives in stock was there reply. They have my number, they have my e-mail they could have called. Hell, you think the tech that took my call could have told me that but nooooo!
Oh they had new drives but no refurbished ones. Bastards, they should have given me a new drive to honor the contract. I called new parts after I got off the phone with customer care and the new parts dept. guaranteed a tomorrow MORNING delivery time if I ordered it at 3 p.m. (the time of the call) That's not the point tho.
Who can I contact at Dell to voice my dislike with this kind of service? I don't want to send a letter to customer service only to receive a generic form letter in return.
go straight to the top. Email, michael dell. MAy take a few weeks for him to get back to ya but maybe you'll get some results.
file a complaint with the better business bureau. Also file a complaint with the local attorney generals office. Trust me they will respond.
I had a similar problem where my mobo went bad and after about 2 months of tech support telling me it was being shipped, which actually never happened, I did the above and I managed to get a brand new system which I turned around and sold on ebay and made some money. I really hate dell but the are better that everybody else.
file a complaint with the better business bureau. Also file a complaint with the local attorney generals office. Trust me they will respond.
I had a similar problem where my mobo went bad and after about 2 months of tech support telling me it was being shipped, which actually never happened, I did the above and I managed to get a brand new system which I turned around and sold on ebay and made some money. I really hate dell but the are better that everybody else.
I received a complaint ticket number yesterday and insisted I be called directly, no emailing a form letter but direct contact. I've spent $10,000 on Dell components and systems in the last 5 years and I deserve a response. Not to mention I've worked on Dell servers on a large scale and my input was directly responsible for a major retail company in the US to switch from IBM to Dell 2650's and workstation PC's.
if you file with those companies you will be called back by a upper level customer service person within a week. Dell doesnt want bad reports from the BBB, they will try and get it resolved. I think I got more of a response from the BBB vs the attorney general but I know both of them were in contact with dell helping me get this resolved.
