Dellrude, not helpful

This review was posted by
a verified customer
Verified customer

I would like to inform everyone about my experience with the Dell company... I had purchased my first laptop at Wal-Mart 23 days prior to me posting this. I installed the McAfee that had come with the computer, a 30 free trial. I had experienced within the first week of having my laptop it had crashed almost every day, it would stop responding, and it was very frustrating. I don not know about computers so I had called the Dell Warranty Dept. and spoke with a man and although I could not understand him at times, he was very helpful indeed and had my laptop running like it should. THE VERY NEXT DAY...I got the Security Tool Virus...(For those of you that do not know..Security Tool Virus is a Virus that tricks you into thinking that your computer is infected by viruses and it tricks you into thinking that it is a legitimate Anti-Virus program. It will run a scan on your computer and then will not let you access any of your programs and it is a very hard process to get rid of it! It will try and charge you to get rid of it and it will steal your credit card information.) I called Dell before I did anything else and the woman that I had spoke with instead of helping me, told me that I had to buy a Software Contract before she could even help me! Ridiculous! I asked to speak with a manager, and she repeatedly told me that there is not one at this time. And further proceeded to try and sell me the contract...So I hung up. I turned off my computer and decided I would wait and call back later to reach a manager. AND THEN...The ### called me back!! Once again, she tried to sell me the dang contract and I told her that Some kind of warranty should have came with the computer and I will not be purchasing a Dell again. EVER. And she told me that if that is what I want to do, then do it. So I did it. Overall, my laptop should have functioned right in the beginning, I should not have had to call them ever, I know that the virus was not their fault, but they should have been a LOT more helpful if they truly valued their customers. Thank you. I want to hear others opinions as well, so feel free to comment.

Responses

  • De
    Dell inspiron Mar 09, 2013
    This comment was posted by
    a verified customer
    Verified customer

    My laptop some one stolen

    0 Votes
  • Ed
    edsel bandlow Aug 14, 2012
    This comment was posted by
    a verified customer
    Verified customer

    this company sucks

    0 Votes
  • Bo
    Bolevin Oct 23, 2011
    This comment was posted by
    a verified customer
    Verified customer

    Atrocious customer service. Love my computer but would never order anything through them again!!

    0 Votes
  • Vi
    vijay negi Sep 20, 2011

    my keypad and panel problem please check.[protected]

    0 Votes
  • Cu
    Customer who understands Jun 17, 2011

    poor DELL tech representative being judged because a customer would like to get something for free..

    0 Votes
  • tylerjfrost92 Mar 29, 2011
    This comment was posted by
    a verified customer
    Verified customer

    Did I make you mad? Im sorry. I just think its funny how you follow people around on this site and bully them, you sir are an INSTIGATOR. and I can tell you right now it is going to stop. I am giving you a taste of your own medicine. If you dont like people calling you out when you are wrong, maybe you shouldnt go around harassing people. And, as you already know, I am not alone in this fact.

    -2 Votes
  • tylerjfrost92 Mar 29, 2011
    This comment was posted by
    a verified customer
    Verified customer

    Yes, thank you. :)

    0 Votes
  • De
    Debra F Mar 29, 2011

    Yep...on the malwarebytes. My husband has it on his computers and it does work. I have been meaning to add that to mine as well. I should do that now.

    1 Votes
  • Fd
    FDL_HOU Mar 29, 2011
    This comment was posted by
    a verified customer
    Verified customer

    Not only do you need anti virus protection you should also consider getting anti-malware protection, as well. I would download malwarebytes at malwarebytes.org. It's free and safe. If you want the pay version, that costs S30 for the life of your computer.

    1 Votes
  • tylerjfrost92 Mar 29, 2011
    This comment was posted by
    a verified customer
    Verified customer

    You know, I did that too the other day. I had the wifi set up and i even checked with my phone to make sure, but it said no connections available. In the end i had to go and reinstall every bit of my hardware and it worked again. I did this myself because there was no way I was calling Dell again. And I have had that Security tool virus pop up again a few days ago. My husband was on the computer this time and showed me when it popped up, but i just manually shut off the laptop and hit no when it said restore last browsing session. I wonder who made that virus? and I also wonder how it so easily gets by the Antivirus programs.

    0 Votes
  • De
    Debra F Mar 29, 2011

    I got a Dell for Christmas, not 2 weeks after having it, it stopped connecting to the internet so I called Dell. They told me that it would cost just a few bucks less than the purchase price to service it. It did not come with and disk with the installed programs so suggesting that I wiped it clean and re-install is not as easy as you may think. They could not give me a reason that it stopped connecting but said it was not covered by any warranty...how did they really know if they could not tell me why? And, why should it cost about as much as the purchase price? This makes no sense. Anyway, this is my first Dell and I will not purchase from them again. I am not sure what my sister did exactly but we worked on it for a many hours trying this and that and got it connecting again. IO had researched online and apparently, it is a common problem with Windows 7 so you would think that Dell would pretty much know exactly what was happening...I think that they just wanted to get double the price out of me. With all that said, I understand Tyler's frustration. AND, I don't appreciate the comment above about people getting viruses from visiting porno sites. I don't and I have seen that same sneaky virus mentioned about that tells you that your computer is infected
    ...as a matter of fact, I saw it again today but it did not trick me.

    0 Votes
  • De
    Debra F Mar 29, 2011

    The sales reps at 3xpweb will tell you anything to get your money. I spoke to Margaret. She told me that I would get a free store, free coaching and they would make sure that I made money, free domain name and so much more. Below is the initial email.
    Hello Debra Fish,


    Here is the info on the web store I told you I would send you


    Your store includes:


    3 MONTHS OF FREE DOBA MEMBERSHIP!!


    Access to over 1.5 million products


    100 product eccommerce webstore

    Full integration with the Doba product line

    Automatic inventory updates automated for you every time doba updates their inventory every 24hours

    Doba product line built into back end of your webstore

    Free search engine submission

    Free paypal integration (allowing your customers to pay you through their paypal accounts)

    Free merchant account set up (allowing your customers to pay you with all types of major credit cards)

    Free coaching for the lifetime of your business also coaching is available for other online business you are doing

    Free technology upgrades

    Free domain name registration

    Also visit the customer sites as I was telling you..


    hotinstock.com

    giftswegotit.net


    www.3xpweb.com/featured-client.html


    www.Doba.com


    Any questions you have or would just like to contact me my direct line is


    Margaret Pearson

    602.644.7346 602.644.7346
    customer care team


    On the 3rd call, she told me that they needed a CC# and that there would hosting fees for them to host the site but should I decide to have it hosted elsewhere later, the store would be mine and I could take it wherever I wanted. I gave in and paid the hosting because I wanted the coaching because all of this was new to me. On the following email, you will see the invoice. This Includes hosting and a $10.00 charge which I was told was to pay for the domain name and in another email was called a one-time setup.


    Dear Debra Fish,

    This is a payment receipt for Invoice 22733 sent on 02/10/2011

    100 Product Store Setup Fee $99.95 USD
    100 Product Store - fishingforbestbuys.com (02/10/2011 - 03/09/2011) $29.95 USD
    Promotional Code: 89.95 - $89.95 USD One Time Discount $-89.95 USD
    ------------------------------------------------------
    Sub Total: $39.95 USD
    Credit: $0.00 USD
    Total: $39.95 USD

    Amount: $39.95 USD
    Transaction #:
    Total Paid: $39.95 USD
    Remaining Balance: $0.00 USD
    Status: Paid

    The coaching that they offer is nothing more than a sales call to sell you a few thousand dollars of services.
    After the first month, I decided to move the hosting to a hosting service that I already use and it would cost no additional money to add this site...guess what? You do NOT, get the store like Margaret let me believe. After many emails and a phone called, I was told that that is not the case, I have to call my hosting company and have them setup a store for me. I have saved every email ever sent back and forth between 3xpweb and myself and do not mind sharing. They are con artists who know how to dance around and fool you into thinking that getting one thing and it ends up to be another.
    Debra

    -1 Votes
  • tylerjfrost92 Mar 29, 2011
    This comment was posted by
    a verified customer
    Verified customer

    thanks brenda.

    0 Votes
  • tylerjfrost92 Mar 29, 2011
    This comment was posted by
    a verified customer
    Verified customer

    Above @stealthpilot

    -2 Votes
  • tylerjfrost92 Mar 29, 2011
    This comment was posted by
    a verified customer
    Verified customer

    I'm glad to see that you are not being rude and keeping an open mind, Trvkell. That means a lot. What I post on here, if you do not like it, you do not have to read it. And unless you were there on the phone with me that night, please do not act like you were. I value and respect your opinion and have viewed your comments with an open mind, but there is no need to be rude or hostile. I am simply posting my opinion. And if you do not like it, I do not entitle you to read it. Thank you.

    -2 Votes
  • tylerjfrost92 Mar 29, 2011
    This comment was posted by
    a verified customer
    Verified customer

    Yes I did, thankfully.

    -1 Votes
  • Tr
    Trvkell Mar 29, 2011

    Well good for you, glad to see you were able to fix your issue.
    By the way did you make your recovery disks?

    0 Votes
  • tylerjfrost92 Mar 29, 2011
    This comment was posted by
    a verified customer
    Verified customer

    Its okay, trust me I get that a lot and I don't blame you for it. I would think that too. Yes I did, and I probably spent a whole day getting to know my computer (LOL) that way I am more in tuned with it and I can avoid mishaps like above. Thanks for asking! I think that a lot of problems with my computer were self created, For instance, me doing things that I did not know would corrupt it. I am a lot more careful now.

    0 Votes
  • Tr
    Trvkell Mar 29, 2011

    tylerjfrost92: Sorry just the Tyler part made me think you were male.
    Did you get your computer fixed?

    0 Votes
  • tylerjfrost92 Mar 29, 2011
    This comment was posted by
    a verified customer
    Verified customer

    I know that the Dell representatives were just doing their job. It is not their fault. But they offered no support whatsoever, not even a hint, and that is why I posted this. Second, I have learned a lot more about computers and safety and such things, and I do not appreciate being called stupid. This is my first computer.

    -2 Votes
  • tylerjfrost92 Mar 29, 2011
    This comment was posted by
    a verified customer
    Verified customer

    I cannot believe this...First off I am a woman. Second, All I wanted them was to be a little bit more helpful. I understand everything else, But there is no need to argue. It is unnessecary.

    -1 Votes
  • Tr
    Trvkell Mar 28, 2011

    Read through my posts to address your dreached comment.
    We are going round and round and your not going to change my mind that this was a bad customer service on Dell's part.
    The rules of customer service is you get more flys with honey than vinigar, Dell is chasing customers away when a simple no cost solution to help a customer is blinded by greed.
    I also took time to look at your post's that you have made and I have noticed that you offer little to no help to those who post on this site with a solution or avenue to a solution, this tells me that you do not work in customer service and if you do you shouldn't be in that field.

    0 Votes
  • Tr
    Trvkell Mar 27, 2011

    Again that is your opinion, he has a contract with Dell for support. For them to simply help this poster resolve his issue would have been acceptable. They didn't all Dell would have to do is instruct the poster to recover his pc and then suggest that he load a security software. Again support to resolve an issue should not be based on whats in it for me SOP. Dell could have helped this poster by a simple instruction.

    0 Votes
  • Na
    narcissus1097 Mar 27, 2011

    Wipe the computer, install Linux and take a training course on the internet. Gotta be careful out there, there's so much garbage to get into your computer. It sucks I know.

    0 Votes
  • Tr
    Trvkell Mar 27, 2011

    Stealth: I did forget to mention that I do currently help people fix their computers for free!!!
    It is not my primary job however the only cost I make people pay for is the hardware that is broken, and yes I do fix issues such as Virus infected computers.
    My thought is if I can help a person who doesn't know how to fix thier own computer I have done my part at being a good American, and helping a fellow American or good person is not a bad thing to do!!!
    My many years in retail and military have made me a better person buy understanding people and their problems and assisting them when I can!!
    Being kind even to people who I might think is less educated or missing the point is still better than a beatdown on my fellow man!

    0 Votes
  • Tr
    Trvkell Mar 26, 2011

    Stealth: Like I stated before this issue has nothing to do with a virus or dell fixing his issue, it is about service and the contract the poster has with Dell. The original poster has every right to enforce the contract that he has with Dell, that is his expectations on the customer service he/she received when he/she called them for support. Support is not selling a person un-needed extended warranties to drive profit for the company that benefits the company and not the customer. Support is defined as helping a person (customer) with the person (customer) in mind, Support is not what can I get from helping someone other than gradification from doing the right thing for another person (customer). This in the retail world is called EXE.

    0 Votes
  • Jo
    john Mar 26, 2011
    This comment was posted by
    a verified customer
    Verified customer

    Stealth:
    .
    How about you watch your language and stop walking like a girl and talking like a man? So crude!
    .
    Here you go:
    http://www.piggybankblog.com/2008/03/25/stealth/
    .
    My name is John Wright AND I AM FIGHTING BACK!
    .
    John Wright
    piggybankblog.com

    -1 Votes
  • Tr
    Trvkell Mar 24, 2011

    With the person who posted, yes it is agreeable that if he/she know nothing about computers should learn how to first operate, second understand how a computer works and how to be safe on-line. With that said, again i agree that Dell is not liable for the virus or what sites this poster goes to, again no disagreement here on that.
    However the implied warranty and support in this posters agreement with Dell is the issue and it covered his issue, if they helped him to quickly understand how to recover his system Dell would have done as their implied warranty as stated. Dell wouldn't be telling him how to fix his computer for free because of the implied warranty that came with the computer and has been incorporated with in the cost or price he paid for the computer.

    -1 Votes
  • Tr
    Trvkell Mar 24, 2011

    Stealth I have posted the exact verbage from Dell's web site.
    "In order to effectively troubleshoot your problem, you should be in front of your computer or have the service tag of the computer you are experiencing problems with handy when you call Dell. The Service Tag is required to verify your warranty and provide you support."
    This why it is poor customer service, Dell's warranty and support information states that they offer Techncian support for their products and also technical support from their own site.
    I agree a virus is not Dell's fault however with them trying to sell him an extended, or other warranty was pointless from the standpoint of helping him resolve his issue.

    If the Dell support person would have told him to re-install his operating system this issue would have been addressed without pressuring him into spending more money based on fear, his basic warranty would have covered his call and the advice that should have been given by Dell.

    0 Votes
  • Tr
    Trvkell Mar 24, 2011

    It does suck when you purchase something you expect it to work, however it would be hard to hold Dell accountable for a virus.
    I take it that your issue is not with the computer or issue, your issue is with Dell being less than helpful with your issue and poor customer service. That I can agree with, when you buy products in todays climate they want you to buy and extended warranty from the retailer when you already have a manufacture warranty that covers the item, then when your product fails and you go to use that warranty they try to not honor the warranty. Companies make huge profits off of this practice, it is a shame!!.

    However your easiest fix would be to create your boot disks and reload your system and start over again.

    Good luck.

    0 Votes
  • Ra
    rajeevsaxena Nov 09, 2010

    TFT OF MY LAPTOP HAS BEEN DEFORMED...WITH IN A YEAR...MY CONTACT NO.IS [protected]

    0 Votes
  • Fa
    farith Sep 01, 2010
    This comment was posted by
    a verified customer
    Verified customer

    theveyappaiya

    0 Votes
  • De
    debra cline Feb 01, 2010

    i paid 1918 for a computer did not get

    0 Votes
  • Mo
    MOUANG Oct 24, 2009

    nothing just want laptop for school!!

    0 Votes
  • Ma
    marc turner Jul 18, 2009

    Today my plasma tv went to the half black screen. 2yrs after purchase.

    0 Votes
  • Jo
    Jose Clooney Mar 27, 2008

    Their computers stink big time with too much stuff preloaded!

    0 Votes

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