Dell hell

Am posting here because I'm not sure where this should go. Just had a Dell Studio laptop crash. Spent the last 48 hours in Dell hell. Think the tv show Outsourced. Machine being sent back to Dell and in process. I'm tempted to rant and rave about my experience. However, I'm more interested in positive steps to take moving forward to address this problem of Dell customer service, or the lack thereof. Any thoughts, ideas out there?
A very frustrated Dell owner

 

A few tips that may help you get your PC fixed faster:

1. I am assuming it is still under warranty. If so, check the warranty terms for your specific model. If there is an option for in-home service at no additional cost to you, call Dell and tell them you want it. No shipping charge and you'll ususlly have a tech there in 2-3 business days.
2. Document everything: Date/time of contact with Dell, who you spoke to, case ID #, etc. Try to get a commitment of the turnaround time for service. This will help you if you need to go up the ladder to get things fixed faster.
3. Although manufacturers usually don't guarantee a specific turnaround time, I consider two weeks the maximum reasonable time. If it goes above this, call back and ask for a supervisor/manager; have your notes (above) ready.
4. Be firm but polite. If it's been several weeks and no results, threaten (and follow up on) letters to the BBB and your State Attorney General on the issue. In extreme cases I have had to do this; it usually works.

Hope you get your PC fixed quickly without going beyond the first two steps.

 

Very true. Their "Vostro" (business PC) line usually has better components, an on-site service basic warranty and little (if any) crapware preinstalled.