My Dell Hell Story (Score 3, Informative)

For anyone out there that thinks Dell has good customer service. Try again. This is the worst company that I have ever dealt with. I am still trying to fight with them so I won't give all the details yet, but if I ever get my money back from them, I will be posting even more details. I have contacted several lawyers and asked them to file a class action lawsuit against them for consumer fraud, but all of the lawyers are afraid of Dell. The biggest reason is because there is a binding arbitration clause buried in the sales contract. If there are any lawyers at there that would be willing to help me out with this case I would be delighted to work with you to hold Dell accountable for their actions.

• Purchased new computer from Dell on 08/24/03.

• On 03/23/04 the computer just started overheating and shutting off.

• They replaced the processor, heatsink and fan unit on 04/04/04 and the problem went away. BTW, I had a next day business warranty with them and they were not able to fix my problem from 3/23/04 until 04/04/04.

• On 12/29/04 I contacted Dell again because this problem was happening again. After discussing with them explaining to them that this is a product defect and that they can not fix the problem they told me they would replace the parts again, I was told with an updated part, unfortunately I find that hard to believe because it was the exact same part number as the first time.

• They replaced the parts but because I knew the problem would happen again I made them give me an additional year on the warranty. They told me they would extend the warranty, but I would have to pay for it and then they would reimburse me. I payed the money and then they told me that they couldn't reiimburse me. I fought with them until 04/11/05 to get them to give me my money back.

• At this point, I thought the problem was fixed because it hadn't overheated or shut off for a very long time. Then I found out when they replaced the parts on 12/29/04 they also replaced the BIOS to A33 on the computer and when the computer started overheating it would only run at 1/2 the speed as what I was sold. Eg. I bought a 3.06GHz and it would only run at 1.56GHz

• On 05/11/06, I contacted Dell telling them that their "solution" to the problem was not acceptable. I was told that I needed to upgrade my BIOS to A38 and turn Intel SpeedStep off in the BIOS. I did and the problem still existed.

• I called on 05/16/06, telling them that the solution did not fix the problem and they told me that they had no way to fix this technical support problem. I then told them I wanted a new computer. They agreed to this and I was told that I would be getting a new computer that was equivalent or better in every way.

• On 05/31/06, I received the new computer and 45 minutes after it was turned on it crashed. There was something wrong with the graphics. I explained to them that there was a problem with the new computer and they said that I would have to go through the normal troubleshooting procedures. I told them that I was sending back the new system and that I wanted my money back on my orginal system.

• On 06/22/06, I was told that Dell would refund me my original system cost minus 25% depreciation to the original form of payment.

• On 06/27/06, I informed Dell that the original credit card that I used I know longer had the account and I was told that I had to provide them with written verification that I know longer had an account with the credit card company. I contacted the credit card company and had them fax the requested information to Dell and they said that it was not sufficient to "bypass or circumvent the normal processes".

• On 07/07/06, I informed Dell that this was not acceptable and they would need to provide me exactly what it is they need from the credit card company and / or find an alternative method of payment even though I closed the credit card account which was the original form of payment on Nov. 4th 2004!!!!