So I have a secret, ok its not really a secret, but I love gadgets, and deep inside I am a great big computer geek. For many years I have wanted to upgrade my computer, and finally a few months ago I did. I ordered what I thought would be a great little laptop computer from dell. I was so excited for my new toy I order all the best components, and even forked over the extra fifty bucks to get my sweet new computer in spring green. I waited a few weeks and then it came, my wonderful new machine. Ahh it was so beautiful, and fast, and had all of the bells and whistles. Oh I loved it. I used it everyday, I didn't even mind that I had to spend another pile of money to upgrade my other programs so that they would be compatible with Vista.
Yes, my new computer was perfect...for about three weeks. And then one day as I waited for my brand new computer to boot up I did not see my lovely welcome screen, I saw a black error screen. I re-started my computer, and the error screen did not appear again. I wrote it off as a software glitch, no big deal. Then it happened a few days later, and this time re-starting didn't work right away. Soon the black error screen was appearing more and more often, and eventually starting my computer, was next to impossible. I called customer service, waited on hold, spoke to a tech did everything that he told me to do even though I knew it would not help, and then after an hour he told me that I would need to back up my files and then reformat the hard drive. So I did and all was working well for a few weeks, until that same error screen surfaced again. I reformatted again. And then a week later found myself fighting a losing battle against the black error screen to start my computer. After two hours of trying to get it working I called customer service, the tech started the same process I had already been through to fix the problem I politely told the tech that I could not do any of the things that he wanted me to do because well my computer wouldn't turn on, and even if it would I was not doing it because, I'd already spent an hour on the phone with a tech and it did not help. My case was "escalated." 48 hours later Ronnie called me to help me fix the problem, I carefully explained the problems, I told him about how my aspiration to have the coolest gadget was slowly dying a painful death. I told him how taken advantage of I felt. I told him that I had spent what felt like a very large amount of money to buy this computer, that I now hate, because it frustrates me daily. I told him that Dell had stolen from me when they took my money and gave me a defective computer in return. I asked him if consumers should just accept that when buying from Dell getting a shoddy product was simply a risk they should accept. I went on and on and when I was done he told me he would send me a new hard drive.
So today the hard drive arrived I opened it up and looked at the seal on the static bag, there in great big letters was the word REFURBISHED. Now I don't want to sound like a diva, but I paid for a brand new "functioning" computer, not a broken one, and not a refurbished model. I called Ronnie right away and left him a message telling him so.
So here I am waiting to hear back from my customer service rep and wondering how much poor quality is acceptable. I don't remember in the product description reading "lots of RAM, big hard drive, oh yeah and may or may not work. Also in addition to the exorbitant amount of money you must plunk over for this computer you will also be required to spend large amounts of time on the phone, fixing the problems that you didn't know you ordered." I feel like I am being held hostage by Dell, while they slowly suck the life out of me. Yes they are working with me, and they are trying (although not succeeding) to fix the problem, but why is it acceptable that there is a problem to begin with. Why can't they just say, "we're sorry we sold you a lemon, here's your money back, we won't waste your time anymore." Why do I have to pay for their mistake, or I guess it was my mistake when I bought from them in the first place. Either way me and the other consumers who are in the same boat lose, and our only consolation is being able to whine about on our blogs. *Kicking and pounding fists* Its just not fair!
3 weeks ago