I really like my Inspiron 5160 I received from Dell. Its works great and I have no complaints with the computer itself. I do have a few choice words for there tech support. I have been here before complaining about this, but it has happened again, so it deserves to get mentioned again.
Customer drops off laptop. No power of any kind. I call Dell at about 11pm after wife goes to bed and im on my free minutes. 38 minutes on hold before i get my outsourced guy in India. Pain in the ass. He had me turning the laptop on, asking for beeps, asking for what the display says. Each time he asked I had to tell him the laptop has no power at all, none, does not power up. Then he asked me to find a screw driver, said we were taking out the hard drive. He had me remove the 2 screws but I could not get the drive out. I have no clue why, it should have slid out. I could not get it, but he repeatedly told me it would come out that I was probably doing it wrong. Finally I got pissed and told him that the laptop is under warranty and this is work that Dell should be doing. The customer paid extra for this warranty so they need to do all the diagnostic work themselves. Then he asked me to remove the battery and plug in the power cord to check for power. At this point im furious. Its late, ive been on the phone over an hour with him. I bitch some more about it and he finally gets to the shipping info. Asks for my info, says hes sending a box.
Then it gets worse. He tells me to take the power cord and battery out and keep them with me, to send only the laptop. I said, how do you know the battery isnt bad? You have no way of testing it to know weather its good or not. I told him i didnt want my customer to wait a week to get her laptop back to find out the batter is bad too. He said he went thru his diagnostic checks and determined it to be the motherboard. What diagnostic checks?? He read a page in a binder!! How the hell does that tell weather a battery is bad or not. Customer told me when she went to bed, laptop was sitting on desk, plugged in and running. When she woke up next morning it was dead. How do we know there wasnt a power surge to the notebook, frying the board and the battery? He refused to take the battery back because "his diagnostic check shows its the motherboard"
I was so pissed at this point. Its been 1hr 33 minutes. Im on my cell (its peak minutes, i could be roaming!!!-TV humor) so i said fine, do it your way, i need to get off the phone and get to bed. I said when it comes back and the battery doesnt work then I will call and bitch Dell out for that one. Like he cares anyways. So then he repeats himself on the diagnostic thing after i tell him i want to get off the phone, and his tone had changed. I knew exactly what he was doing. He asks if there is anything else, i say no, he says "You have a wonderful night". And we all know how that sounds with the sarcasm added, im sure weve all done it once or twice.
I cant believe I had to go through that with Dell. I am ready to say that I will never again recommend a Dell product, nor will I buy from there parts store again. I liked having my $5000 charge account with them, but its not worth it. Returns are a pain, RMAs are a pain, understanding there phone support is worthless. I will add a nice big banner on my website informing visitors of Dells bad service. I think a nice section of Dell customer feedback linked from that would be nice too.
Im still amazed at what I had to go through with him tonight. Everyone warns potential customers about Dells tech support, and how bad it is. And it is the worse in my opinion. Like i said, I will never recommend another Dell product again. I will make it a point to steer customers to another source. Once my account is paid off with them, thats it. Never again.
Dell has finally failed with me. BUYER BEWARE!