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Dell Feedback - Customer Service
Dell Feedback

Dell Feedback


Customer Service

I have been a customer of Dell Computer for 12 years. I have purchased a new computer every 3 years for the past 12. I just purchased my 4th computer from Dell 30 days (Inspiron 530) ago and I have a laptop (Inspiron 1525) on order right now. Dell has always been good to me and that is why my loyalty has stayed with them.

Here is my complaint, after being a loyal customer for 12 years. My new 530 was running perfectly. I was enjoying it very much. Then Dell sends me an email advertising there "Dell Remote Access". Me being a loyal customer, I said, "why not?". It looked like a nice thing to play with. So I downloaded the software for Dell Remote Access and loaded it on Wednesday night. Thursday morning my computer was slower than ever, it took 20 minutes for internet exployer to open. All other functions were just as slow. I tried removing the software and either my system, being so slow, could not handle or the software just would not allow itself to be removed. I then tried to Restore to an earlier date (taking 40 minutes) but the restore would not work.

Finally, I called Dell, since I had a 1st year warranty. I found out that my warranty covered only hardware. So I was transferred to the Software Tech's. They informed me that before they could fix my software problem, I had to buy EITHER, an extended year on my hardware warranty OR a first year warranty on my Software. I proceeded to tell them that the problem was in the DELL software "Dell Remote Access" that I loaded and not my own software so why should I pay to fix my computer that DELL broke. I had the Tech call in his manager twice, to give me a break, but no help. Needless to say they would not budge. I either had to buy a software warranty at $239 or go to a place like Best Buy to have my computer fixed. I decided, reluctantly, to buy the warranty and the Tech did fix my computer. I told the Tech that I was extremely unhappy to pay for fixing something that DELL was responsible for wrecking.

So after 12 years and 5 computers later, Dell really SCREWED me. I would hope that someone from Dell who has compassion, would reverse this decision and refund me the $239 that it cost to fix my computer that DELL wrecked.

If nothing is done by Dell, I will certainly remember this incident next time I am in the need of another computer.

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Batmanddw says: (10 years ago)
I am batmanddw and I called dell customer service back today and they finally reversed the charges for fixing my software problem that Dell created. It took a long conversation, but finally they gave in to my request. I am, AGAIN, a satisfied customer of Dell.

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