Dell Takes Four Months To Replace Broken Trackpad
The trackpad on Jim's Dell laptop hasn't worked since September despite a new motherboard, new hard drive, and four replacement trackpads. One Dell technician managed to dent the laptop's speaker grill. Another, dispatched to replace the hard drive, brought a drive that was slower than the model in Jim's laptop. Dell promised to send the speedier drive, but instead they sent a box labeled "hard drive" containing only a screwdriver.
Jim sent us his letter to Dell's CEO:
Dear Mr. Michael Dell,I bought one of your Dell XPS M1530 Laptops on September 02, 2008 and received it around September 19th, 2008. From the day I opened it, I had an intermittent problem where the mouse button click would not register when pressed and I would have to go back and press it again, sometimes 3 times, before it would register. I put up with it for a couple weeks because the computer was brand new and I needed it for school starting at the end of September. But, after a couple of weeks, I couldn't take it anymore. I called into your technical support line for the first of many calls.
Since I bought this system, I have had the touchpad replaced 4 times. I even sent it down to the repair facility in Texas at one point and was without it for 10 days. All they did was to replace the touchpad again. I had also requested that the speaker cover be replaced while the computer was down in Texas, as it had been damaged by the technician who replaced the first touchpad.
It only took 5 minutes of tinkering with the computer to find that the mouse click problem still existed on my unit, and to notice that the speaker cover had still not been replaced. I called XPS technical support again, and they decided that, after replacing 3 touchpads, perhaps a change of the motherboard, hard drive, and another touchpad was in order. The "next day" delivery of parts was delayed, so it took 5 days to get a technician out to my house to replace these parts. This technician came to replace parts on New Years Eve, December 31st, 2008.
There was one problem when the technician came, however. Dell had sent the wrong hard drive. I purchased a Seagate 7200rpm, 320gb hard drive, but Dell sent a 5400rpm, 320gb Toshiba hard drive. I instructed the technician not to install the incorrect hard drive and promptly called XPS support. After 90 minutes on the phone, I finally spoke to a supervisor who promised to send me the correct hard drive overnight so that I could have the computer up and running before i started school again, which is why I purchased the computer to begin with.
I recieved the package today, January 2nd, 2009, from FedEx at 3:00pm. However, the only thing in the "hard drive" box was a screwdriver. I thought this was some kind of joke, and was completely infuriated that a mistake had been made again. I called tecnical support again. I am still on the phone with technical support, an hour later, and I cannot find anyone who is willing to do anything more than "try to send me the correct hard drive again."
This situation is absolutely unacceptable. It has taken Dell 3 months of troubleshooting, and my computer is still not fixed. Furthermore, I am through with all the issues. I would like my computer replaced, ASAP, so that it can be used for school as it was intended. If this cannot be done, then I would like my money refunded and I will send this computer back to Dell so that I can go buy an HP.
This is the first Dell product I have ever purchased, and it has been a horrible experience. No one in Technical Support, or Customer Care seems to be authorized to replace my computer since it is currently outside the 31 day replacement period. However, it is not my fault that it has taken Dell 3 months to resolve an issue; one that is still ongoing. The problem exhibited itself inside the 31 day period, and since Dell has been unable to resolve it to this day, I think that a new computer or a return of my money is warranted. I am completely flabbergasted that a major computer manufacturer could let issues such as these get out of hand for so long. At this point, I definitely will never be buying a Dell product again, and in this internet age, many more people have and will hear my complaints birthed out of experience.
Since there seems to be no one else who can help me get my problem reserved, I am hoping that you can. I obtained your email address from Consumerist.com. Thank you for your time.
Please Dell, fix Jim's trackpad already!
(Photo: yoshiffles)
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Comments:
I just bought a new Dell Inspiron. The system is fine, but the adapter just falls out of the jack. They want to replace my system since it is under warranty (they say it must have been damaged during shipping), but I use it for business every day and can't be without a computer. The support rep said they'd be able to send me the new one and let me send this one back after I receive it, but that doesn't sound right to me. If they offer again, I'll take them up on it though.
Latitude, Latitude, Latitude. Always buy a Latitude from Dell Small Business or above. They are OK for gaming and great for reliability/durability. Also going with Small Business gets you AMERICAN tech support.
Dell's non-business computers/laptops/service have definately dropped in quality but their business laptops are a very solid investment overall.
Dell is a junkputer, we have them at work and they break CONSTANTLY.
They have the crummiest components, well, except some of the PSUs are from PC Power and Cooling.
The FoxConn motherboards are complete trash as the bios is specifically made to brick after a non-windows installation, well for some of the computers anyways.
There was actually an article about this on digg.
We used to have IBM, but since Lenovo bought them, we had to switch, with the US govt and the Chinese and whatnot... Cancelling all thinkpad and thinkcenter orders.
We still buy IBM server and they are never down. We have not had failures, other than hard drive.
You should look into the lenovo hardware. I assume their support is still competent, since they had a huge blow for being a Chinese company and all the orders canceled, they wanna keep as many customers as possible.
Too bad, though. I with IBM would buy lenovo or buy back the thinkpad brand and just redesign the sales model. Their major problem was that they pulled out of retail and a lot of people buy retail, like preconfig models that are shipped to stores.
I remember this one laptop that died completely, a T42 I believe. The turnaround for this thing was 48 hours, including shipping. Got a working machine on day 3, around noon.
Apple would be good if they picked up the slack and treated their customers right....with all the things I read on consumerist and whatnot about apple.
...I guess this is why Dell users aren't "smug"?
Dude, You're getting a Mac.
seriously, apple would have fixed that right by the second time if not replaced the entire computer, and copied over your files for you
@Smd75: i'm not going to argue that Apple's customer service/tech support is superior to almost anything else out there, but that comes at a price.
he bought a dell probably because that was what he could afford. Also, many schools require a certain OS- the business and Computer Science departments at my school both require Windows XP or Vista, so apple products aren't really a choice
Reasonably speaking, I have a feeeling what this guy is doing is double tapping the touch pad and then left clicking. I know it sounds funny but a lot of touch pads these days are configured to accept that as if you're holding the click down.
Another thing that it could be is that the guy is hitting the absolute edge of the touchpad buttons. He's not explainig how he's using the touchpad. I'm willing to bed that he might be the culprit.
I'm authorized to repair just about any major laptop maker's models out there except Sony, and I find this issue hard to believe as he's had replacement touchpads and motherboards.
I have a similar issue with my gateway, but after sending the issue in to the consumerist twice, they have not posted it. I hope you have better luck dealing with dell than i had with gateway.
Just wanted to point out that saying your never going to buy a Dell again isnt the best motivator for Dell to fix your problem. Im sure they realize the value of fixing it because when you tell people the story it will end with,"And after I emailed Michael dell they finally fixed it by giving me a new laptop" but it would sound better if you wrote something like "Im extremely disappointed with dell so far but im willing to give you one more chance."
This situation isn't going to get any better until Dell actually trains their support techs. The use a third party service to dispatch technicians. There is a good chance that the tech that was sent out had no more training in laptop repair than the user.
FYI: I know at least for me, Dell sent me a replacement computer before having me send a faulty one in. This was for my new laptop... on a Dell I bought a few years ago with a 3 year warranty, each of the 6 or so times it broke I had to mail it in... but the turnaround time was usually 5 days or less (once I mailed it in, and received it back, fixed, within 72 hours!).
However, Dell stuff can be turds.
My first laptop, an Inspiron 5100, kept overheating throughout the 3 years I had it under warranty. The overheating ended up with a few replaced heatsinks and fans, and 2 new processors. I was told this was a widespread problem isolated to the particular model, which made me wonder why the didn't issue a recall.
Otherwise, the 5100 was a workhorse, and did everything from gaming to video editing seamlessly.
So, I bought another Dell late last year. An Inspiron 1525. Bad choice! Within 3 weeks it was shutting off due to overheating. I demanded my money back, but because I called 1 day after the return window, they refused, but offered a replacement. The new laptop was okay for a couple months, but now runs incredibly hot again.
BTW, the new Inspirons feel cheaper than the old ones, with a worse factory installed battery. Avoid like the plague!
Watching dell's people work is like watching a monkey fucking a football.
@jmndos: "The FoxConn motherboards are complete trash as the bios is specifically made to brick after a non-windows installation, well for some of the computers anyways.
There was actually an article about this on digg."
Which you clearly either did not read, or comprehend, as your summary is completely and laughably untrue. Foxconn did not release a "bios that bricked non windows installations". One one model of a Foxconn motherboard, there was a bug in the bios that made it non-compliant with a standard. That's it. No "bricking". This board was also never marketed as being supported for Linux, and after this all-too-common kind of freetard misplaced conspiracy theory drama, I can't see too many manufacturers jumping on that bandwagon.
Here's the original article, detailing the bug: [ubuntu-virginia.ubuntuforums.org]
Note that the very user that posted this story was then banned from the ubuntu forums on his own thread. That's the kind of guy you're spreading fud for.
@Gstein: So "saving" $100 in exchange for a computer that doesn't work is your idea of a great value?
And it's a sliver of a small slice of universities that aren't simpatico with OS X. They're actually more popular on-campus than off, actually. For that minority of a minority, there's dual-boot. (shrug)
you just gotta move it up the chain, get the tech's email and get them to send you one, in their signature line is their manager email that person
@Gstein:
Boot Camp, Parallels and Fusion 2.0 make a strong argument against your statement of "apple products aren't really a choice."
However, I really don't want to start a flamewar about the virtues of Mac VS PC. The only winner is a happy customer.
I've had similar experiences with Lenovo support, horrible.
When people ask me who makes the best laptop I tell them "it's like buying a Ford or a Chevy, if you get a good one, it will last."
There's always a chance you'll get a lemon, though.
I second the recommendation for a Latitude. Business users always want an XPS because it "looks better" and I try to steer them away.
@chatterboxwriting: Any time Dell replaces a system it's done on a Hot-swap basis. They send you the new system while you keep your old one. If you don't return the old system then you get sent to collections.
@ringo00: The problem isn't so much the third party service providers as much as it is the guys they end up hiring. It's very difficult to verify someone's skill when you've NEVER met the person. It's also hard when customers don't deliver feedback to the guy's supervisor. Even then, the service tech could be really good at sucking up or blowing smoke up his boss's ass.
@David Markland: The 1525 is actually the only one I'd really classify as the "turd" in dell's line-up. The other systems have much better construction, but the 1525 is a big hunk of cheap plastic.
@MrEvil: As a former third party service tech, I can tell you that my boss and I cleaned up a lot of messes that were caused by a previous tech with no knowledge or skill. I have since learned that all it takes to become a third party tech is a business fax number.
I have that same laptop. No problems with mine, although I dont use it much. I hope dell sends him a new computer.
@Smd75: Yeah, because it was SO different when Apple took 3 months and 3 system boards to fix my iBook. And the dozens calls/visits to support? Pure PLEASURE!
@Kevin Carlyle: Really? I've had no trouble at all with HP. I bought a Compaq laptop circa 2005 (just before HP tookover) that needed a new hard drive just before warranty period expired. Granted, initially on the phone I was routed through India, but eventually a helpful US based technician told me it was probably my hard drive. Call was >45 min. They were nice enough to overnight a prepaid (overnight) FedEx box to my home; none of that "did you save the box" crap. Turn around was ~3 days.
Fujitsu, on the other hand, is a nightmare. I had to find a certified repair center in my city. The one I took it to (apparently there are only two in my city w/ >2 mil people in it) took 2 days to diagnose the system, then another few days to order the parts (hard drive again) from Fujitsu and install. Turn around on this one was ~10 days. Then, it broke 3 mos. later out of warranty, the flimsy piece of crap.
@Gstein: @Trai_Dep: While I do agree that Apple has stunning customer service and support, I see many reasons why a Mac isn't feasible for some people. For one thing it CAN be cost prohibitive-while a decent Mac laptop may only be a hundred dollars less than a PC laptop, you can get a great /value/ on the PC and get more for your money in terms of power and features as far as hardware goes. Also, I know for a fact that my town's university requires a PC for all business related classes, even though they suggest Macs for anything else and primarily sell Macs in the campus store. I know Boot Camp and other options are available, but it just isn't always economically feasible to pay $1000 for a computer that can run Windows as fast as a $400 PC.
Dell is on my don't buy list...and on my don't work for again list, too. Michael Dell's autobiography should be titled: "How My Greed and Arrogance F'ed-Up the Best Company in America and Screwed the Cities of Round Rock and Austin."
I've had great support from HP (not for malfunctions, rather for help with un- or under-documented stuff), and generally like their products. I'm also starting to like Acer - I have a netbook and a friend bought a laptop from them and so far both seem to be even better quality than the HPs. My one support request to Acer was handled by an American, too.
@David Markland: The 5100 is definitely a workhorse, you're correct. I've had mine for at least 5 years now and the only major problems I've had with it were the screen dying on me (got it fixed at a local repair shop for about $200 last year) and the battery conking out a couple years ago. Otherwise, flawless. Typing this on it right now.
Probably going to buy a Studio laptop (or possibly a Studio XPS) once Windows 7 is released, just because I know I'm going to need something more powerful soon, but Dell's never steered me wrong. My wife has an XPS laptop and desktop and the only problem she's ever had was the HD going in the desktop - Dell had a new one on our porch the very next day.
From my experience, I just don't get all the Dell hate. I figure it's one of those cases where a person that's pissed off about Dell will tell a bunch of people, whereas someone pleased with Dell will just tell one or two people.
He should have bought a Mac. Apple wouldn't have treated this guy like this. I replaced several laptops while working at the Apple Store Willow Bend because someone had screwed up a repair. It really wasn't that big of a deal. Our interest was to keep the customer happy and show him that Apple provides great service. You're only as good as the service you provide after the sale.
I find that all of these post are pretty much interchangeable between computer manufacutures. You could easily switch Dell with HP/Sony/Apple/Gateway/Asus/MSI . They all have problems and then people have problems with there tech support. Considering most of the tech support is in the same place India, South America ie any place where they can pay less it really doesn't make much difference between companies. Yet,I still don't understand why anyone would make One Notebook their only system it just seems like they are asking for inconvenience, and if you are a college student you always have access to a computer lab. Granted you may want to stay in your room in your pajamas eating ramen noodles sometimes you have to do what you have to, to get a assignment done.
The company I work for has over a dozen Dell laptops. Every single one of them has the same problem.
About 70% of the time, they start up at the slowest speed the processor (AMD X2) allows. A reboot takes care of it, but come on now, should this be necessary? Our IT department has pretty much given up on getting the problem resolved.
Have you heard? Dell now has a guarantee. A guarantee that you're going to have problems. Oh yes, that guarantee also seems to include the guarantee that they can't fix the problem.
@Josh Craig: That isn't the way to change anything. That just ads another step to their process - which is designed to cost them as little as possible. The bottom line is none of PC companies is focused on helping the customer. That is why we are spending the money to change our entire office to Apple.
I used to be a "Next Business Day" tech for Qulaxserv, who is one of the companies that Dell subcontracts out to. There are a couple things I would like to point out
1. If he requested a "preloaded" hard drive those do take extra time. He never stated one way or the other.
2. Im asuming that by replacing the "track Pad" it was meant that it was the entire palm rest as it could rule out a possible fault.
3. If I broke something that I wasn't replacing (happened probably twice in 2 years)I would call Dell SMT wait on hold for 20 minutes and request the part. Done no questions asked.
4. If the problem still existed when the tech replaced the parts he/she should have called while onsite (they have or had a special tech support line for just techs) and resolved the problem.
5. If you feel that you are at an end Send a letter/email to Michael Dell. I worked on a computer during my time for a person who didn't even buy the NBD service but couldn't get his problem solved and within a week I was onsite replacing parts and left it working.
I'm sorry that you on-site tech was crappy. I would also complain about his when you contact Dell and tell them that you do not want the same tech dispatched. I know in Western/South western VA there were at least 3 companies that provided this service to Dell so most likely there is somebody else to come out and if the parts don't fix it to spend the time to get the correct parts sent out.
@chatterboxwriting: A cautionary tale for you. What would happen if the hard drive completely crapped out or your computer was stolen? Please, please back up your data so it can be restored to some other computer. Someday you will thank me.
@David Markland: I worked on a lot of the 5100s for Dell the problem in my opinion is a poor heatsink/fan design. there is a very narrow passage for air and it takes very little effort to cover the edge of the heatsink with dust therefore eliminating all of the air flow. I couldnt tell you how many times I had replaced the heatsink and processor in those things.
@Smd75: Yeah. With an Apple it would be Apple denies a problem while various online websites and forums swarm with users who have the same problem. You eventually send in your computer which Apple returns--the third-party RAM you installed has been uninstalled which, to Apple, constitutes a fix but problems would persist. Finally your warranty would expire and, fed up with the crappiness of your laptop, you'd get something else.
Two years later you'd learn that Apple had a "Repair Extension Program" for your particular problem.
Dell has a 30-day return policy on new systems purchased direct. I order a couple hundred Dell systems each year and if a new system has a hardware problem more severe than bad memory, I just return it.
I can certainly relate to the horrible experience with Dell computers. I purchased an extended warranty and when I had a problem (major) within 90 days and was told to open the case and look inside, I knew I was in trouble. I had to replace the computer in less than three years (the length of the extended warranty, which was never honored) and have a beautiful HP desktop and a Sony high end laptop- with two year warranties thru Costco at no extra warrenty fees for me. And to give an extra kick to me from Dell, I never got the rebates I was due either. I will bad mouth them until I die, making sure no one I know ever buys a Dell product without due warning. I would even pay my friends not to buy from Dell.
I'm not faulting "Jim" when I say this, but why don't people try to lean how to fix their own PCs and laptops? If you have the documentation from the manufacturer, it's no harder to do than is basic maintenance on a car if you have the Owner's Manual.
When I had to send my laptop in to Dell, turnaround was 2 days. Of course, then they didn't have the right parts so they sent the computer back with no hard drive or optical drive. Those arrived the next day and I had to put them in myself. But at least it was fast.
My Inspiron is now rapidly circling the drain and since it's 4 years old I just replaced it. Lenovo ThinkPad. I had no idea that Firefox was actually supposed to open immediately when you clicked on the icon until I got this thing. My standards were really, really low.
@P_Smith: I do know how to fix the computer, but when you have a warranty, if there are hardware pieces that need to be replaced, you can't do it yourself or you void the warranty.
I recently sent in an Asus laptop for warranty repair/replacement of a bad GPU. Asus paid for shipping both ways and in less than 2 weeks I had my laptop back with a new motherboard/GPU. They never told me of the status of the repair until I called them a week after it had arrived at their repair center just to find out that they just shipped it to me via Fedex Overnight.
I find this odd. I've had a couple of encounters with Dell support. Had a CD drive replaced under warranty and sent my laptop off with some sort of motherboard problems. Other than a couple of rounds through email support I had no problems. Even enclosed a note requesting some additional work on the laptop when the board got replaced. Some of the plastic had broken, etc. Came back in like new shape in the quoted time frame.
"Dell promised to send the speedier drive, but instead they sent a box labeled "hard drive" containing only a screwdriver."
Hahahahaha.
Screwdriver before the cart before the horse.
Way to go, Dell.
@P_Smith: because you will void your warranty if you open up your laptop (even if it is to replace the memory modules)
Dell's wouldn't give support on a business machine at the place I work because we didn't know the exact name of the person who bought it. it's a business machine, it's not purchased by an individual!
We switched to HP. Their support isn't great but at least they give support.