There are three reasons that I am giving one star instead of NEGATIVE 5 stars:1. They delivered the product on time2. Number 1 doesn’t matter when your customer service representatives and policy are so disgustingly poor that I cease to give a crap when the product arrived. 3. There is no option to give less than one star for this forum. I bought an Inspiron laptop for my daughter last year. I actually retuned an HP laptop that I had initially purchased because a Dumbass friend of mine said that Dell would look after heir customers with quality service and support. I also paid for a 2-year extended warranty with In-home service. I would be lying if I said that the product did not work to specifications. It did, until my daughter inadvertently closed the cover with a mouse between the keyboard and the screen. The top right portion of the screen glass cracked, rendering the laptop unusable. I was temporarily relieved to recall that I had purchased the additional coverage with in home service. This was short-lived. The first customer service person who I spoke to took two minutes to successfully communicate the fact that my first name is Dan, not Dam. After another 20 minutes of spelling out my last name, phone number and email address as though I were communicating with a military pilot (E as in echo, B as in Bravo etc), I was informed that the extended warranty that I purchased did not cover accidental damage. Fine. Not happy, but fine. I was told by the agent that I had to select a two hour window of time to be contacted by an agent to discuss repair options. I said ‘any time’. My daughter needs the laptop for school. They said Sir, you have to pick a window. I said OK, in the next two hours. I also told him that I only purchased from Dell on a (now debunked) assurance that they look after their customers. I wanted assurance that I wasn’t going to be ripped off. They called an hour later. I picked up on the first ring but they were gone. Got an email from them a couple of moments later with cryptic info and no link or message. Responded immediately and said to call back right away. Didn’t happen. Got a call back today at just after 5pm. Once again, the person calling had such poor English diction that I had to get them to repeat themselves three times so that I could understand. This is the what they offered. - Pay 79.00 and we will send you a box to return your computer to our repair facility- Pay for diagnosis and quote (There is no hourly rate, just a flat fee. Must be very tough to diagnose broken glass you F’ing morons!!!!) - pay for parts and repair. - wait d’or your computer to be retuned to you 2-3 weeks later. All I’m all, we are looking at close to $400 to repair a bit of broken glass on a computer that we bought for $750. I asked about the I’m-home option that I had paid for on the extended warranty. $379 to get someone on site, then parts and service costs!!! I asked if I could just drop the computer off at a Dell office instead of paying return shipping and reducing the wait time for my daughters computer that she needs for school. Not an option. Keeping it short, I was fuming at this point. I expressed my discontent in no uncertain words, then asked to get a call back the next day once I got time to settle down and consider options. Instead, they said that a supervisor would call within two hours. They did call. Another call that I had a to double-listen to based on the thick accent that I’m sure was not coming from my area code. I asked if they were fully aware of the situation and they said yes. I then proceeded with to receive a lecture from the supervisor about how it is not reasonable to compare the cost of a repair with the purchase price of a computer. Having already exhausted my reasonable appeals with the initial agent, I asked the supervisor if they had any intention for remediation or easingof the cost or speed of the repair. His answer was no. Before ending the call, I let him know that with no disrespect to him personally, I’m done with dell for life and will advocate against them forever. Yes, that’s right, I did not capitalize dell. They don’t deserve it, and they are already capitalizing on suckers like myself who trust them for a promised integrity and accountability that is simply and demonstrably NOT THERE. DO NOT BUY FROMDELL. EVER. NOT ANYTHING!!!!!!!
