Dell Computer — warranty and service

Address:	Dell Way, Round Rock, Texas 78682, 78682
Website:	dell.com

On august 24, 2018 i purchased a dell inspiron 3552 laptop for $272.62 while on vacation and had it shipped to our vacation site. The laptop was a lemon: was very slow, had difficulty connecting to the internet and would often turn off for no reason. We consistently had to reboot the laptop for no apparent reason. After 8 months of struggling with these issues the laptop would not even turn on even though the adaptor was healthy because it worked on other laptops. Since it was under warranty, we sent it in for repairs without being charged, later being told the problem was that it needed a new adaptor. When we received the laptop in july the adaptor did turn on the laptop but the battery still never held a charge. Since we were already accustomed to the laptop being slow and having difficulty connecting to the internet, my daughter continued to use it again only to eventually the following month not even having the adaptor turn on the laptop. On october 10, 2019 i called dell again and consistently was being routed to the “out of warranty” department since the service tag showed it expired august 25, 2019. I spoke to dozens of people who were difficult to understand because they had strong indian accents, often was disconnected and eventually charged $42 twice on paypal for a diagnostic to be done. It took six (6) days to receive the fedex box which we returned to dell the same day. Dell received the laptop six (6) later and immediately billed me $229.99 for multiple repairs that should have been done when the laptop was in the shop under warrenty 2 months prior. Hence, the cost of repairs equaled the cost of the laptop that was purchased just one year prior.

My main complaint was that customer service was horrible. It required numerous phone calls, numerous hangups, constantly being transferred to “out of warranty” department when the issue was that the laptop was not repaired correctly while warranty, always speaking with a customer service person who had a heavy indian accent who was impossible to understand.

We have purchased dozens of desk and laptops through dell in the past couple of decades. They use to be known for their superior customer service. All of that is ancient history. Today it is impossible to speak to a customer service person in english who will be able to help with the issue. Instead they transfer you, put you on hold, disconnect, provide substandard if any service, and leave the customer exasperated spending hours on the phone with zero satisfaction.

Dell is a company that should go out of business as it no longer manufactures laptops/computes that function minimally (Battery, internet access) and does not honor warranties by performing adequate repair and instead charge the cost of the laptop a month after alleged warranty expires.