Thursday, October 15, 2009

You failed me, Dell

I’ve long been a fan of Dell.  Recently I purchased a laptop from them.  It’s a pretty sweet thing, with all that I needed and wanted and I got what I felt was a great deal. 

When the laptop arrived, I noticed there were what appeared to be little pieces of plastic between the LCD screen and the clear plastic cover that protects it.  I called Dell and they told me they’d send me a box, and I could get it fixed. 

So I sent it in.  And sadness followed until it returned.  Upon its return, I immediately noticed that the screen appeared to have a much lower resolution than my previous.  Now when I purchased it, one of the things I wanted was a full HD 1920 x 1080 pixel screen, which is what I had originally. This screen however was 1366 x 768.  Way less. So I got on Dell support and they wanted to try to reinstall the drivers and all that, I told them it wouldn’t help but we could do it anyway.  Low and behold, reinstalling the drivers didn’t help as it was a hardware issue, just like I told them. Then they tell me I have to send it back to get it fixed again.  Now I’m a little bit skeptical as they had messed this up once already, so I asked how I could be assured it wouldn’t happen again.  The representative then told me “I can assure you it won’t happen again.”

This gave me no comfort as I was sure that this agent would not be handling the repair, but I went along with it and once again sent in my laptop for repair.

Yesterday, I got it back.  The screen resolution now…1600 x 900!!! Better than before, yes, but still a far cry from what I wanted and paid for.  So back into chat I went.  This time, they weren’t nearly as helpful as before.  First, the agent tells me that because I upgraded to Windows 7, my warranty is void.  I tell her, that that is not true, and she proceeds to tell me that it’s a driver issue and that she won’t help me unless it has Vista on it like it was shipped.  I tell here that it is not a driver issue, that it is a hardware issue, and that they replaced the screen with the wrong resolution.  She then proceeds to tell me that it would be impossible for them to make a mistake like that.  She actually said impossible.  I then asked her to let me talk to someone else.

I talked to her manager who argued with me as well saying it was a driver issue with Windows 7, and he couldn’t help me any further unless I put vista back on the machine.  So I asked what would happen after I put vista back on and it still didn’t work.  And he assured me that it would work (these guys like to assure things they have no control over), because it was a driver issue. 

So here I am today, installing Vista.  Why? Not to get it to work right, but so that I can prove technical support wrong so they will fix my issue.  Needless to say, I’m beyond unhappy with this experience. We’ll have to see how it all plays out in the end.

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