Ok...back in November of 2011 we ordered a laptop for our daughter for college. Now, first I will tell you that we have been a customer for a number of years, and we have bought I don't know how many desk tops and never had any issues....we always had great support. But, since we have bought this laptop, we have had nothing but problems.
We ordered the laptop, like I said in November 2011. There was a back order on it and our daughter did not get it until sometime in January...way after Christmas. About a couple months later she started having problems with it. It was turning itself on and off, the screen kept on going black, and it was just not working right. We called and they had us do test after test after test. Finally, after being on the phone with them for over four hours, they said they was going to send someone to our home to look at it and replace the the motherboard (I believe that is what was done). Well, it worked somewhat better after that, and our daughter was going on off to college so we really couldn't worry about it too much. But, it started getting worse yet again, same thing was happening, but also now it would not hold a charge, if it was able to charge at all. Screen going black, it would not stay on, and a mess of other stuff was going wrong.
We bought the dell laptop because we thought it would be a great gift and a reliable gift for our daughter in college, but were we wrong. We have called numerous times and of course to no avail, no help, what else is new lately. Our daughter needs her laptop for classes. Well, she was FINALLY able to get through to someone, and now she has to send her laptop back for at least two weeks. What is she suppose to do for her classes? Because we all know it will turn out to be at least a month, the way Dell works anymore. So, now I will have to loan her my Toshiba (which I have had the same amount of time, with no problems) so she can do her college work and not get her hope grants and scholarships taken away.
Why can't she just get her laptop replaced? Why can't she just take it to someone to get fixed? Why can't she get a loaner from Dell? Why must we go through this and get no answers? For as long as we have been customers, you would think we would get better service. We have two more children who will be going to college and we will be buying them laptops, but, unless you guys don't get your act together, we will not be buying Dell anymore. You would think you would be treating your customers a lot better, but, it seems like you don't care. You would think that with all the trouble we have had this past year, that we would get compensated somehow, but, I guess that is not Dell's policy.
If you want to help at all I will be waiting for you to ask for a phone number, account number or whatever you may ask for.