5 months of frustration

by Daniel L.
(Salem, Oregon)

We have tried everything to resolve our ongoing issue regarding our Inspiron 530 computer that has never worked properly from the beginning back in December of 2007.

We have tried to talk to several Dell representatives, the latest was "Bruce" in Customer Care department who said either of our comprimised proposed requests for a complete return, or exchange credit for an upgraded and far more expensive system "cannot be done" and refused to even consider them.

This is telling us that we are simply stuck with our junk computer and the loss of 5 months of warranty time on our other related computer products purchased at the same time which are unusable without a functioning computer. It is not that we have chosen to not use the computer, it is that we could not use it due the total system failure of the computer.

Since even upgrading to a more expensive computer was not accepted by Dell representative, we feel we have no other option but to rescind our payment through the Visa credit card company. This was not an issue of a simple part replacement, this is a total system failure as the Dell assigned Bantec technician had proved.

This was after five months of trying to convince Dell techs of this ourselves with their "promises" of fixing the problem that were never accomplished. We are completely disappointed in Dell as a company and as a computer product. We have given Dell more than ample opportunity to resolve this issue, with no success. On May 8th, at one point we were informed that a Dell representative's recommendation for extending the warranties on our equipment was written and being processed, and only needed to be signed by her manager for approval. We have not heard anything further about this as promised, and subsequent conversations with Dell representatives indicate that no such goodwill gesture whatsoever is being made.

A replacement unit was delivered today, 5/12/08, and being without the extended warranties on all of our additional purchases made at the same time, we have since refused this delivery as we will not accept a replacement without such extended warranties for all related purchases. We are not asking for anything free, just simply what we paid for; a working computer system.