MARTIN K.

If you're considering buying a Dell PC but aren't sure, I'm hoping this review helps. This is what you can expect should your PC die shortly after purchase. The best part of all of this is the Supervisor Gail writes "Your satisfaction is our topmost priority." in her introduction email. Absolutely horrible customer service and their "warranty" isn't a warranty.

In a nutshell, my computer died after 4 months and their 1 year "warranty" doesn't include replacements. You have to ship it back for them to refurbish it if you manage to get that far, which includes several hours on the phone with remedial and irrelevant troubleshooting by various tech levels. I was fought tooth and nail and Dell eventually just refused to replace it. Apparently, after reading a ton of online reviews, many of their PC are "Frankenstein'd" together using leftover and outdated / incompatible components then sold for a quick buck. Here is an email string from a supervisor named "Gail" after about 4 hours on my end with tech support and emailing back and forth.

-------- Original message --------
From: Gail_*******
Date: 1/31/18 2:40 PM (GMT-07:00)Subject:

Hi Martin,

We are not declining the request but system replacement is not a good option at this point. I see here that there were no history of repairs on this computer which we can take advantage of the warranty of your computer. The process will take 7 to 12 bussiness which include the shipment of the computer. Please let me know if you prefer to discuss this over the phone and I'll setup the call back for you.

Thank you,
Gail
Dell | Team Manager
9:30AM-6:00PM Central Standard Time
Friday to Wednesday

--- Original Message ---
Received: 2/1/18 2:22:13 AM CST
To: "Gail_*******"
Subject: RE: Re: Dell S*******

Hi Gail,

Are you refusing to replace my PC? I already spent 2 hours in the phone with your tech and it was a complete waste of time. Why would I do this again?

-------- Original message --------
From: Gail_*******
Date: 1/31/18 9:12 AM (GMT-07:00)
Subject: RE: Re: Dell SR *******

Hi Martin,

I appreciate your feedback as this will help us on improving our services. I am sorry to hear that you have been experiencing this kind of issue on your computer for some time already. Is there any way that we can setup a call back today so that I can have one of my senior technician to call you and provide a resolution and a better option if possible?

Thank you,
Gail
Dell | Team Manager
9:30AM-6:00PM Central Standard Time
Friday to Wednesday

--- Original Message ---
Received: 1/31/18 8:51:05 AM CST
To: "Gail_*******"
Subject: Re: Dell SR*******

Hi Gail,

I appreciate the follow up. I was planning on calling back in today to speak with a supervisor but decided against it. As of now, I do not intend on doing business with Dell again as it is incredibly time consuming and resolution seems futile should an issue come up.

I bought my PC about 5 months months ago with the understanding it had a 1 year warranty. Over the past few weeks, the PCs sound is unresponsive and dead and it's shutting itself down spontaneously. Sometimes the sound works and sometimes it doesn't. Sometimes when I reboot the sound is good and sometimes not. I've tested everything imaginable prior to calling Dell for support, updated drivers, changed cables, monitors, ran through hardware software troubleshootimlng etc. Something is wrong with the PC. Despite this, and after informing Paolo of this, I spent about an hour and a half in the phone yesterday doing the same things with no resolution. PC is still broken. After Paolo finished troubleshooting he explained that Norton Anti-virus was causing the issue or issues which makes no sense to me. I've never used / configured the program and it's been been dormant since I got the PC. In any event, it's still broken. I told Paolo all of this and asked him if I needed to go through all of this again if my PC was still experiencing the same issues and he told me we would need to do more troubleshooting and that a replacement wasn't possible despite it being under warranty. As a last resort I could sent it back to Dell and have them try to fix it. I do not want to be stuck with a lemon and do not have funds to buy another one and can't be without a PC as I use it daily for work Id expect with Dell or any other reputable company to honor a 1 year warranty and replace the unit without pulling teeth and fighting tooth and nail.

Paolo was. Polite and professional in every way but I feel yesterday's call was a waste of time and I'm still stuck with a bad PC.

Thanks for listening and sorry for the rant, didn't expect to have to go through this.

Please let me know if you can help and what my options are.

Thanks much.

Martin

-------- Original message --------
From: Gail_*******
Date: 1/30/18 4:33 PM (GMT-07:00)
Subject: Dell SR *******

Hi Martin,

This is Gail, the supervisor of Paolo whom you spoke with recently from Dell Technical Support. I understand that we have assisted you in troubleshooting issue on your system. I just wanted to follow up with you to ensure everything was resolved to your satisfaction.

Your satisfaction is our topmost priority. Feel free to share any feedback from the service you received from us. Your feedback will be strictly confidential which will be used for the improvement of Dell Technical Support Service.

Thank you,
Gai
Dell | Team Manager
9:30AM-6:00PM Central Standard Time
Friday to Wednesday