Please Help

[lateron]

Hello  - I am having huge computer problems.

Purchased a new Dell desktop computer in December -

Dell Studio Slim
Intel Core 2 Quad Processor Q6600 (2.40Ghz, 1066MHz  FSB), w / 8MBcache
8GB DDR2 SDRAM at 800MHZ  4X2GB
Integrated Intel GMA X4500HD Graphics
750 GB Serial ATA 2 Hard Drive 7200RPM
Microsoft windows Vista SP1 Home Premium 64-Bit Edition English $30

I was really busy when it arrived (ya know, Christmas) - plus finishing classes, so I didn't install it right away,
and when I did, didn't really have that much opportunity to use it. 

I had used it about 4 different days, for about 30 mins each time, when it totally fell apart.

Tons of error messages, Blue screens,
Memory integrity error
service system exception
dwm.exe Application error
page fault in non paged area
mcbuilder.exe --------- corrupt file
bootmgr.efi.mui ------corrupt and unreadable
PFN list corrupt
Start Rep Exe - application error

Spent one week on the phone with dell Indian tech support every day after work . Hours and hours. 
Then, they send out new computer.

This one dies within 2 days - same error messages, some that went by too fast for me to write down -
okay, so many more hours of my life on the phone.  Because, Dell won't help you unless you follow all tech support
instructions, such as : Is the computer on?  After you've just explained that you were on facebook and blue screen
for no reason?

Plus - dell will not allow you to talk to "customer support" - they have several operators that "screen" your call,
to determine if you are worthy to talk to customer support - then they won't let you - oh no, you are back to
tech support!

• ]So - two computer lemons in my living room that won't boot, won't turn on, won't restore to factory image,
  won't reboot from CD, etc, etc.  WIll not do anything  -
  

Finally, Dell states that they emailed Microsoft with my error messages and I need all new hard drive and memory!
( note: new computer, NOT REFURB - and replacement all supposedly had "new HD and memory, right? )


Dell Tech sent to my house to install new HD and Memory - I guess that makes it a refurbished computer?  -
THEN - 6 hours after TECH leaves - same thing, computer death again.  NOTE: nothing downloaded to computer. 
NOTHING.   No personal files. No photos.  No watching videos (of course not - Vista 64 arrives without a working flashplayer) 
Plus - how could I ever download anything, and use the HD and memory, considering this model is apparently not usable/trustable? 

Back to the phone, to my now close friends at Dell tech support India.  After 3 hours of attempting everything, from
system checks, system restore, factory re-set, and attempting to install a clean version of vista 64 from disk - the computer states
that it can no longer find the disk drive.  Shortly after that, my connection with my current Dell tech was coincidentally lost.  hum....

It's was then 1 am, and I had to leave for work at 5 am that day.  I call them back, and request an in-house service tech.  They
state that they have to "trouble shoot" with me first.  I asked, Does my account show that I was just on the phone with you for 3 hours?   
Answer: Yes.   But no, they won't schedule a tech, because "they don't know what needs fixed or what parts to send with the tech; "

So, I say, twice: "So, are you officially refusing to honor the warranty and fix this computer, that was brand new and supposed to work? " 
and they kept repeating that they could trouble shot with me.

SO, I tell them that I am hanging up and calling my credit card company.  I email stating that I am filing a FTC and BBB complaint, and filing a Visa charge back,
and also include the name of a lawyer  (that promises free law suits for computer lemons) that I will be using if my credit card company doesn't get my
money back.

Dell calls me in a few days and states that they are sending yet ANOTHER computer in 5-7 days.   I ask, can you send any other model?  That model needs
recalled.  They say - NO I MUST TAKE SAME MODEL.
Visa approves my charge back - and the charge is removed from my account - but, they state that within the next 45 days, they may
re-charge me for the computer if Dell can defend theirself.

So - every day, I wait for the replacement, and check my Visa account for the repeat charge.   In the meantime, Dell keeps calling me, while I'm at school
or in class.    Then, they send me this stupid email, stating this they can't reach me by phone, they are closing the issue.

Hello   Why are they calling?  they said they would ship a computer - it's not here?  What is there to talk about?  They don't say why they are calling,
just "It's dell,  call us back. "

It's now been 12 days - My money is still refunded.  Dell computer is left on my porch while I was at work, I haven't signed for it.

Set it up - it's been about 6 hours, and so far, once it has just shut down on it's own and restarted. 

*sigh* -

I am so tired of this.  When installing, it mentions "time to save time, get things done fast"  ? Hello - so many hours of my life wasted!

I am so worried that Visa will believe them, give them back my money, then this computer will die like the other 2 plus refurb of the same model .
So - what should I do?   I can't believe this thing is going to work.  The first broke after 4 days.....  If they get the money
back, I think I may only get 1 chance to do a charge back - I can't spend a whole year (that's my warranty time) on the phone with
dell india,  this is driving me insane!  The absolute worst purchase of my life!
 [/b]


sorry this is so long -  thanks in advance for anyone giving opinions/advice/help

[Jewels]

I would suggest you save all phone records of your conversations with dell (hopefully you used a cell), all email correspondence, and any other records you have in order to fight with visa if you need to. I would start contacting that lawyer you spoke about and bring him up to speed on the situation. Follow his advice on what the next move should be. That is your best bet, as I doubt any of us are lawyers on the forum and know the ins and outs of such an issue when you now have 3 of their computers in your possession. If you're lucky you'll get to keep your money and the 3 pcs you can sell for parts! LOL Good luck with this, and keep us posted how it goes.

Now on the dell thing, I have heard from many others online that the quality isn't what it used to be, as you are finding out. It sounds like it was a fairly costly pc, so I would recommend having one custom built to your specs from a private company, be it online or a local shop. There are far less problems involved with repairing custom built pcs with brand name parts. It also allows you to research all the different parts you require and select what's right for you. Perhaps our members can recommend some online places to direct you. The last desktop I had built was done by CyberPowerPC and it was a pleasant experience.

[spitfire68]

oooh, that's awful!! I don't know why it is, but nearly everyone who tells a 'dell' story has had horrible experiences.  I've had one dell laptop and they were great with me...guess I won the lottery on those odds, lol.

Send the computers back to dell, both of the rejects.  Make sure to include a letter stating what has occurred, and get something from your credit card company to show you've requested a charge back and they are processing that claim.

If you return their product and they see you are requesting a charge back they (hopefully) will close things out, honor your refund request through the credit card company...and stop bugging you.  As long as you keep their products, even if defective, they may be able to get $ from your credit card.

I agree with Jewels on the local idea.  Find a good store, ask around to others, contact the BBB and Chamber of Commerce and see if any computer stores are recommended or have good reports.  Get something built to your specs.  Even if you just want the basics its good to have a local store to run to if something goes wrong.

I will cross my fingers for ya, that sounds so frustrating and unfair!!!

Good luck

[lateron]

Thanks for the answers :0)  I have returned the first computers - they allowed me to return it. 

It states in the Dell fine print, that if you return a product to them without their permission, then they just keep the product and your money..

You're not just allowed to return something, Or I would have done that with the very first problem -


So, I feel like my only option now is to say that this computer is broken, so that the charge back can stand.
I really don't know if it's going to be okay or not, but I can't trust the situation.  -  If I trust this, and it dies a week from now, I think I would
really be out of luck - because Dell Tech really has no idea how to fix it.

I don't know what criteria my credit card company uses to determine who's right - although the section that I filed the charge back was
something about "unsatisfied with condition of merchandise"

After this, I am afraid to buy anything unless it's from an actual store - where I can just take the product back in without waiting for a
return authorization.

[lateron]

Correction - I returned the first computer - single (the first one sent)

Not the second -

And the third has just arrived. 

[swytch]

@brentwoodcove--

Yikes!  What a mess!  Ok.. well, although I have had the very unpleasant misfortune to need to speak with a Dell customer Service Rep at one point.. every other experience I've had with their hardware has been excellent.  I was a Network Administrator for a mid-sized company and ordered strictly through Dell (computers, servers & network peripherals).  However........  I strictly ordered their Precision Workstation line as it was extremely reliable.  I configured it as I needed it but, honestly, the form factor (internal designs) was really good.  As good as any PC I've built in the past (I build all my home PCs - sell them too, FYI).  I can't vouch for any other desktop models - as some are lower end.  Their servers are great too.  So.. enough on my Dell props.

It appears, my friend, that you have gotten a lemon of a model from Dell and i doubt any new "same model" will last.  they will likely realize this, en mass, and recall or come out with a new model fairly quickly.  This doesn't help you, I know.    If you could, I would make arrangements to send that PC back to them and state that you either want your money back permanently OR you'll take another Precision model PC at a similar price.  Sale or no sale for them.  If its a no sale, i can point you in a few directions for home-brew models. 

PS - I would stay clear of Vista 64Bit if possible..


Swytch~~   

[Kendra9]

Hi Brent, I hope I can be of some help.  I go to Consumerist often for info and they mention using an EECB quite often for people in your situation.

Here is how to do an EECB

Here is a place to search for Dell's main offices and numbers for an EECB

Here is just one of many stories about Dell troubles

Companies are catching on to that consumer tactic though, so hopefully this will still be effective with them.  Good Luck!

[tomron]

You can also file a complaint with consumer affairs,state attorney general and Federal Trade Commission.

Also the Better Business Bureau

http://www.bbb.org/