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Dell Xps 9100 / inadequate tech support

Round Rock, TX, United States

·
An ongoing tech support problem since Dec. 2013
with a Dell XPS 9100 desktop computer numerous diagnostics & checked for virus'.

·
After tech support had me reload OS they had
ordered replacement of the motherboard fans coprocessor & video card. The
technician ran diagnostics booted to a black screen told me to call tech
support to reload OS again & left. After the OS reload the problem still
persisted.

·
A second motherboard & fans were replaced
this time the technician ran diagnostics & booted OK. The problem still
persisted.

·
Tech support wanted to replace more hardware. At
this time I have wasted to much time & asked for the computer to be
replaced (as I feel 75 % of the Hardware had already been replaced) I met with stone walls asked
for a name & phone # to call I was told there was nobody to call.

·
Made a complaint to the BBB ID REF # above. A
Vijay Kant R from Dell Executive
Customer Support called
basically said I don't have a problem today & he cannot do anything. I
asked about all the problems I have had he said that it was in the past. I said
it goes for a couple of days maybe a week & it happens what about that? He
stated he can't act on a problem that might happen, but to call him when it
does I asked how he intended to find the problem when it happens, you can't
logon to my computer because it in a black screen mode I cannot get on to the
computer??? No real answer provided! He cannot replace the computer!! So I get
the problem I reboot the computer to get it working again I call him but the computer is now working again he
will not do anything???? (CATCH 22)

Here
is the best part of the conversation; he stated that the DELL REP SOLD ME A 5th
YEAR OF MAINTENANCE TECH SUPPORT & SHOULD BE ONLY 4 YEARS (IT WAS A DELL MISTAKE) HE IS CANNCELLING MY MAINTENACE AGREEMENT
(WILL REFUND MY MONEY). NOW I HAVE NO TECH SUPPORT (CONVEINIENT) NOW DELL DOES
NOT HAVE TO FIX/REPLACE THE COMPUTER. (NICE WAY TO RUN A BUSINESS) (PUNISHMENT
FOR BBB COMPLAINT???)

Mr. Dell, I have 2 Dell
computers a laptop & a desktop Guess what brand I am going to replace them
with??? If you said HP you would be correct.. I will be spreading the word
around about the great Dell tech support. Just thought you should be informed
of your great tech support!!!

Tp
Mar 29, 2014

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