I HATE DELL!! aka this laptop is totally screwed up and they won't help!

[mama22qts]

We bought an inspiron laptop from them 6 weeks ago. We ordered it online, and Microsoft Office student was backordered. So they shipped the computer and then shipped the software a few weeks later.

We got the computer and it has been working, sort of. We've just been using it for the kids' homework, online. We got the MS Office a few days ago and tried to install it -- no go. It gets stuck every time. I tried to install my own MS Office disk -- no go. Stops at the same place. So I called Dell last night. They wanted me to reset the computer to factory settings in case something got messed up. So I had them on the phone and I was in the process of doing that when the stupid computer locked up on me, and the lady on the phone hung up on me!! So the only thing I could do was shut down the computer, and now it won't come back up at all. I'm worried that the operating system has been completely damaged and I won't be able to reinstall it.

Dell won't take the computer back because it's been more than 3 weeks. (ARGH!!!! We didn't even have the MS Office the first three weeks we had the computer!!) and they are saying I need to PAY to have the computer fixed. Well, crap on that. It was supposed to have MS office on it when I got it. Not my fault it was backordered.

And ya'll know what it's like trying to get through to customer service anyhow-- punch this, say that, press this button, try this, try that -- all the same stuff you did last time before they HUNG UP on you...

I'm just about fit to be tied. We spent over $500 on this stupid computer and here we are. And DH paid for it with the 0% Dell financing, so it's not like we have paypal guarantee or American Express guarantees.

I'm pulling my hair out here.

Thank goodness I have my laptop to get on while I'm running diagnostics on the other one.

Any bright ideas from computer gurus? I tried to reinstall my O/S but I'm getting an error there too.

[VivaciousJewelz]

Wow, really? When my laptop crashed 10 months after I bought it, they fixed mine for free b/c it was under the original 1 year warranty. This was over a year ago, though, so they must have changed their policy or something b/c I didn't pay extra for a warranty. That really sucks, I'm sorry. If you or DH has an IT professional at your job, they may be able to fix it.

[mama22qts]

UPDATE:

Apparently the guy I talked to last night didn't have a clue. I talked to dell-on-call this morning and when I told him about the error codes I was getting, he told me the hard drive was bad and he is getting someone out here to put a new one in no problem. No cost to me either, although they did get me to buy the 360 coverage for the next few years. Considering the fact that my kids use this one for school stuff and cart it all over the house, it's a good deal for us.

Now why can't all customer service reps be like that? I am SO happy to get this resolved but geez I'm a worrier and I was up most of the night last night trying to fix the thing, not to mention the completely disagreeable DH who took the phone from me at one point last night and said "can we speak to someone who speaks English PLEASE?"

gotta love front line customer service. NOT.

[VivaciousJewelz]

Good! I knew something was wrong with whoever you spoke with. I'm glad it worked out!

[fortunecookie]

My son bought an inspiron laptop from Dell also. He's had to have the hard drive replaced twice in the past year. They were good about sending a new one, but who wants to go through that hassle every couple months?

[leqet]

We have had problems with Dell in the past as well. Fortunately, when my DH bought his laptop from them he got the extended warranty. In 3 years he had to have the hard drive replaced 5 times, as well as the motherboard twice and the CD-ROM drive once. The last time they replaced the hard drive was right before the warranty was up and the computer wouldn't read the CD drive and the wireless card. After two hard drives that did the same thing--DH told them he wanted a new laptop. It took getting transferred on the phone about three times to get it (he had to keep asking for the supervisor and repeat his problems and request about ten times), but he got a new one with just a few days left on the warranty. Unfortunately, they wouldn't let him extend the warranty or buy a new one for the new laptop. When his laptop dies, we certainly won't be getting another Dell. They are so not worth the hassle.

[ILv2Shop]

I was coming to post about asking to speak to someone in Usa/english. From my understanding, when dealing with overseas companies, you can ask that and they are suppose to put you through to an english speaking person.

[greenrays]

I've had issues w/my 1K hp laptop about 1 dang month after 1yr warranty expired.

HP rep actually told me to buy a new one!!!!!!!! gotta love that

I was having printer issues with zillions of printer popups, the rep told me to uninstall printer and then call back for reinstall instructions!!!!

I hate hp! Glad dell worked it out with u

[kval07]

Sorry to tell you this, but Dell CS is HORRIBLE. I have two Dells, a desktop and a laptop. Do not ever call them on a cell phone unless it is FULLY charged. And if not, you better park it right next to a frickin plug. I was on the phone with Dell once for THREE hours.

Definitely buy their protection plan, otherwise it is $40 for them to answer anything. Total BS. I mean, way to stand behind your product. Every time I have had an issue, I have had to call Dell numerous times because my problem is NEVER fixed on the first call.

I won't ever buy another Dell. And when they send me those surveys after being on the phone with them, I tell them how much their CS blows.

[kval07]

Sorry to tell you this, but Dell CS is HORRIBLE. I have two Dells, a desktop and a laptop. Do not ever call them on a cell phone unless it is FULLY charged. And if not, you better park it right next to a frickin plug. I was on the phone with Dell once for THREE hours.

Definitely buy their protection plan, otherwise it is $40 for them to answer anything. Total BS. I mean, way to stand behind your product. Every time I have had an issue, I have had to call Dell numerous times because my problem is NEVER fixed on the first call.

I won't ever buy another Dell. And when they send me those surveys after being on the phone with them, I tell them how much their CS blows.

I should mention...that three hour call...problem wasn't resolved on that call!