Dell
Complaint 365942 Details

"DELL Repair Depot Ruins Professor's Laptop: Sends It Back Without Repair, Replacement, or Regret"

DELL continues to demonstrate its commitment to avoiding responsibility to repair under warranty. Worse, philosophically it appears to be grounded in a "not our problem" point of view. Recently, DELL Repair Depot took a problematic but functional new Inspiron laptop and then not only refused to repair it, they sent it back completely nonfunctional. Still, in the interest of full disclosure I should mention that the laptop backlit keyboard will glow but the computer will do nothing else. Now it’s a thousand dollar doorstop. Every relevant manager at their headquarters in Round Rock, TX knows: The President, The Vice President for Customer Care, select members of the Board of Directors, and a key representative of the Advanced Resolution Team.

Over the last year I have sent them 75 emails. My computer was under warranty when it needed service but DELL refused to honor the warranty. See a detailed discussion of how they dodge responsibility in earlier reviews that I wrote for all the major consumer outlets.

One thing is certain:

DELL, from bottom to top, simply does not care what the consumer thinks and it would prefer to lose hundreds of dollars, thousands, possibly hundreds of thousands in sales rather than honor its obligations (even if the obligation amounts to a $300 repair).

I would like you to help me make them care. After you read this please send this to your circle of friends and ask that they send it to theirs with a similar request that it be sent . . . and so on. In a very short time we should have hundreds then thousands, then perhaps hundreds of thousands of posts circulating. It will be interesting to watch them try to ignore a social media campaign of that size. In your message please be sure to include all the other computer choices out there Lenovo, Microsoft, Velocity Micro, Acer, Asus, Samsung, Apple and any others you’d like to include.

Thank you for your help, this is truly one of those times that I could not do it without you.

Best,

Dr. Smith