Dell Inc

Dell Inc. Horrible Customer Service and Refusal To Stand Behind Their Products Round Rock, Texas

12th of Nov, 2010 by User474479

It all started when I purchased a Dell Inspiron 1525 in 2007 or so from Best Buy. Within months of purchase the hardrive died. It happened 2 more times after that only months apart as well. I took it to Best Buy to have it replaced since I was covered. Then shortly after that it started overheating and shutting off. By then the Best Buy warranty was expired but the Dell warranty was active. I went through Dell and they replaced the heat sink but then it happened again just a few months later. The 1525 I bought was defective and Dell refused to admit it. I contacted the BBB to try and have Dell replace the laptop and they put up a fight. They were also very rude and the customer service transferred me from person to person. Finally I spoke to someone willing to replace it but they tried to tell me I had to get a refurbished laptop. I fought that only because with all the trouble I had, I felt it was fair to get a brand new one. Finally they agreed. I got that replacement laptop but found they sent me the wrong charger. The replacement laptop was a Studio 1555 that needed a 90 watt charger and they sent me a 60 watt. After my bad experience with Dell I chose to buy the charger on my own. I also did try to tell them what happened but they refused to help me so I gave up. Shortly after that the battery died. I called Dell Inc. and all they did was transfer me for 2 hours from person to person. Nobody seemed to want to help at all. They were rude and I didn't appreciate as a customer to be treated that way. One person told me that I did not buy anything from Dell and therefore they can't help me. I BOUGHT the original laptop from Best Buy but it was their product. Dell refuses to stand behind their product and take responsibility. All they know how to do is be rude and disrespect their customers. The man said that I didn't buy directly from Dell and all Dell has been doing is helping me. Well duh! It's THEIR product. They should help. Out of all the laptops I could've bought, I chose Dell. Isn't that enough for them to want to satisfy the customer? It's disgraceful and unacceptable. Something needs to be done because I am not the only one who has suffered with bad customer service. Why should we as customers stay loyal to a company that obviously can care less if they have unsatisfied customers. Now I have to shell out a lot of money to replace a battery that's defective after only 6 months. It's not acceptable at all. When a customer calls a company about their product, they should be willing to do anything to help them and satisfy them. Why should I have to go through all of this trouble when I did nothing to cause it? The laptop and the battery were defective and now Dell refuses to resolve the problem. It's a shame that they're allowed to continue doing business despite their horrible business practices. Someone needs to stand up and open everyone's eyes to make them see that Dell needs to change things or they're going to lose a lot more customers. Word of mouth is a powerful thing.

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