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#16: Re: Windows Vista Home Premium Author: Gina501, Location: Houston, Texas

Posted: Mon Sep 24, 2007 3:15 pm
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Sorry to hear all this. I decided to buy a Dell too, as you all know, in July. I decided to go with Vista. I have to say that I have had no problems. Vista has turned out to be pretty cool actually. As soon as I hooked up my printer/scanner/fax and also my iPod, Vista automatically searched and found the hardware and installed it in seconds. I didn't have to do anything (which was a big plus as I don't know what to do anyway and was concerned that I wouldn't be able to find the spritner software). Sorry this has been such a nightmare. We are looking forward to having you back.

#17: Re: Windows Vista Home Premium Author: Biff83, Location: Florida

Posted: Mon Sep 24, 2007 3:53 pm
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It's now 3:45 and no one from Dell has called my wife as promised. This is now the fourth instance of someone from Dell failing to call us back as promised in the last week.

First: Dell rep who was supposed to set up our computer on Tuesday afternnon last week. He was a no show and never called to explain what happened.

Second: When my wife called Dell to see what had happened with the set up guy, the rep at Dell told us someone would call back; no call back. My wife had to call Dell on Wednesday to reschedule the setup for Friday

Third: After the first Dell tech couldn't solve the register problem with McAfee, she said she was passing on the case to another tech who would call back. After almost a day with no call back, I had to call Dell again on this issue.

Fourth: No call from "senior management" as promised at 2 PM.

That's four times within six days. Pretty shabby customer service for a company who claims to be a leader in its field.

Biff

#18: Re: Windows Vista Home Premium Author: nuccia, Location: Toronto, Ontario, Canada

Posted: Mon Sep 24, 2007 4:44 pm
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Call them again. I would actually return the PC. Sorry, but I think this has gone on long enough and you really don't need the headaches. Exercise your full warranty and buy another computer.

Oh, and don't let it stress you out. By the way..many of Dell's customer service reps are in India (or somewhere overseas). I had this same issue with my first server so the customer service is poor. Unfortunately many companies are going this route...

#19: Re: Windows Vista Home Premium Author: Cathy,

Posted: Mon Sep 24, 2007 5:16 pm
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If it were me Biff - I'd return it too. Nothing is worth this much hassle. Good old Best Buy's geek squad would never let you down like this. Obviously Dell does not feel they need your business!
neclord

#20: Re: Windows Vista Home Premium Author: Biff83, Location: Florida

Posted: Mon Sep 24, 2007 6:34 pm
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After a stressful phone call in which my wife gave the Dell manager two choices--either we receive a new (not refurbished) computer with a free install or we return the computer, monitor and printer to them along with the bill, the manager eventually relented and agreed to ship a new computer and arrange a free setup/install after it arrives.

You can bet your bippy that I'll be taking the day off from work when the install happens so I can make sure that everything is working properly and that everything is registered properly.

I know that any company can have problems with the software it installs but what separates the good companies from the bad is how they handle these problems. Decent grades to the techs for trying to help but very poor marks to Dell's management in how they handled what was obviously a flawed system.

Perhaps I should have listened to the guys at work and bought a system from one of the Big Box stores and had them do the set up. A lesson learned for the future.

I'll let you know how Chapter 2 turns out.

Biff

#21: Re: Windows Vista Home Premium Author: Cathy,

Posted: Mon Sep 24, 2007 6:41 pm
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Three chhers for your wife! I bet this is your last Dell! I hope all goes well and they are quick about shipping your new system!

#22: Re: Windows Vista Home Premium Author: nuccia, Location: Toronto, Ontario, Canada

Posted: Mon Sep 24, 2007 8:38 pm
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Whoo Hoo..keep us posted. No point in letting this get to you. Just get the new computer. Oh, and a suggestion that they compensate you the missed time off work wouldn't be a bad idea either. But let your wife do that. You need to relax.

#23: Re: Windows Vista Home Premium Author: nuccia, Location: Toronto, Ontario, Canada

Posted: Thu Sep 27, 2007 2:55 am
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Biff,

Is there any update on the computer?

#24: Re: Windows Vista Home Premium Author: Cathy,

Posted: Sat Sep 29, 2007 4:55 pm
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Biff,
Hows the new computer coming? Or hasn't it yet? Nuccia are anxious to Skype with you!
Cathy

#25: Re: Windows Vista Home Premium Author: Biff83, Location: Florida

Posted: Sat Sep 29, 2007 5:52 pm
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Here's the latest.

My wife called on Friday to verify that the new computer was in the works and that Dell would arrange for a tech to do the set up after it arrived. Well, the replacement computer showed as being in the pipeline but no comp install. After they shuffled my wife around for 45 minutes, I took the phone and went mildly ballistic. I told the rep to get me a supervisor, and when the supervisor got on the phone I told the supervisor that this issue was getting settled with this phone call or I was packing everything up and returning it with the bill. Whether it was the frustration in my voice or my total irritability with Dell or both, the supervisor stated he couldn't arrange a free install but that he could credit my card for the previous one and that we could call to arrange and pay for another set up after we receive the new system.

We received a call today that the computer should be delivered on Monday. After it does, we'll arrange for another set up which will probably be about a week or so after the computer arrives. I'll keep you posted.

Biff

#26: Re: Windows Vista Home Premium Author: Cathy,

Posted: Sat Sep 29, 2007 8:23 pm
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Wow Biff - sounds like they really need to get their act together! At this pace, I can do the install for you in December! If you don't get it soon, I'd still go with Best Buy and their Geek Squad!
Good luck and may the force be with you. neclord

#27: Re: Windows Vista Home Premium Author: nuccia, Location: Toronto, Ontario, Canada

Posted: Sat Sep 29, 2007 8:58 pm
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Man Biff do I ever feel your pain!

Computers and computer "techs" can be such a pain. Mine works now but it still isn't the way I would like it to be. I have been investing more and more in books lately and hopefully I'll be able to do things myself once I'm done. I'm tired of depending on everyone else.

Keep us updated.

#28: Re: Windows Vista Home Premium Author: Biff83, Location: Florida

Posted: Mon Oct 08, 2007 2:21 pm
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Latest Update--The Aggravation Continues!!!

New computer arrived and Dell tech did set up on Saturday. All went well except for the Dell printer/scanner which wasn't working previously with the first computer I received. When the printer/scanner wouldn't work with the first computer, the tech person insisted it was a registry problem with the computer, not the printer/scanner. Well, the install rep tried and check everything over an hour and a half and was convinced that the printer/scanner is defective.

I called the customer resolution number from Dell and dialed the extension I was given previously. I got a message which asked me to leave my case number and a good time to call back. I did and I'm still waiting for that return call. Totally frustrated last night I called Dell customer support again, went through my tale of woe and was promised that someone would call me back in 3 hours with details on when a new printer/scanner would be shipped. Yep, you guessed it--no one called me back in 3 hours and no one has called today either.

Needless to say, I am more than a little p*ssed!!!! When I get home after work, I'll be calling Dell back and requesting an immediate escalation on my call to a supervisor. This hasn't been a fun experience and I'm at the point I wish I hadn't decided to replace my old system.

Biff

#29: Re: Windows Vista Home Premium Author: nuccia, Location: Toronto, Ontario, Canada

Posted: Mon Oct 08, 2007 2:45 pm
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I can understand your feelings, Biff but on the bright side..the computer at least now works so thats something, right?

Take a deep breath and relax...and then call them. Keep in your thoughts at all times that you aren't really angry..you just want them to think you are. This is for you..not for them. You need to keep calm....and remember, we're right here screaming with you!

neclord

#30: Re: Windows Vista Home Premium Author: Cathy,

Posted: Mon Oct 08, 2007 2:55 pm
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Are you sure no one put a hex on you? Or is Dell really that bad? I am so sorry for your computer woes. I hope you get a speedy resolution and lots of free stuff!!! Sounds like Dell should be paying you, instead of you paying them!

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