Most helpful critical review
4 of 4 people found the following review helpful
Awful Dell customer service
on November 27, 2012
I purchased an Inspiron 17R in September 2011 as my son was a high school freshman in a STEM program and had to have a computer. The day it arrived, it worked fine except that it would randomly shut down. The problem continued so I called customer service. They performed various diagnostics and tried some things like updating the BIOS. That did not fix the problem. More calls, more troubleshooting, and failed attempts to fix my computer via remote connection to tech support in India. After a couple of months, Dell Technical Support dispatched a technician to my house to replace some parts. This did not fix the computer. More calls, troubleshooting, etc and the technician was sent back to my house to replace more parts. The computer still shut down randomly. After more calls, troubleshooting, etc, Dell sent me a postage paid box to send the computer to their repair center. It came back 10 days later and still shut down randomly. In all, Dell sent a technician to my house to replace parts on 4 different occasions and had me ship my computer off to the repair center 4 times. After the 5th failed repair attempt, I asked for the computer to be replaced, but was told by customer support that they would not replace it because it was repairable. The 1-year warranty has now expired and Dell has told me I need to purchase an extended warranty to receive any more service. In my final call with customer service last weekend where I asked to speak to a supervisor and then to his supervisor, I explained how the computer has not worked for the year that I owned it and it still suffers from the same problem it had the day I received it. He pointed to a follow up phone call 3 days after getting the laptop back from the last attempted repair after the warranty ended where I said it was working. He said it was fixed. I pointed out that a few days later it shut down. The shut downs are random. It works for 5 days, then will shut down 2 times during one hour of use. He said in his view, because it worked for several days, it was fixed and then suffered a new problem outside of the warranty. I told him how my son is now a sophomore and has trouble using the computer for homework with the lost work following shut downs and can't use it for online quizzes that must be completed in a single session. His answer was "I am sorry to hear that." And so ended my 14-month ordeal with Dell customer support. It would be a funny story if I did not lose the money on the laptop and spend so many hours over the last year trying to resolve the issue. My son's birthday is in 9 days and he wants a computer. The 17R could be a very good computer, but if it has a problem, Dell customer service is so awful that a successful repair is unlikely. The supervisor seemed to feel that because they had done so much work on the computer, they had done their job, failing to see the difference between working on the computer and actually fixing the computer.