Worst experience from Dell

D

DPS

New Member
I bought an Insprion One 19 from Dell Hong Kong website. The advertisement shows that Insprion One 19 is a touch screen computer. However, I received an NON touch screen Insprion One 19 today.

I immediately reported my case to Dell customer service centre. They replied rudely saying “ There is NO WAY to return, refund or exchange your product for you, the only thing you can do is BUY ANOTHER ONE!!!” I was very disappointed with their service and attitude. I requested to talk to someone senior about my case, but the Dell lady rejected. The Dell lady keep saying “ Although your Insprion One 19 is not a touch screen one, it still can be used, we won’t change for you!”

The point is , I planned to buy a touch screen computer not this NON TOUCH SCREEN ONE, and the Dell customer service helper do nothing to help even on the first day I got the product. Dell provides the worst customer service and after sales care in the world! I , my family and all the friends I know will never buy Dell again!

Please consider it seriously if you want to buy Dell.
 
under warranty they have no choice other than replace your product, they cannot refund it, yes, but replace they muct it, But where did you buy it from, try reaching out the reseller and perhaps they would be willing to exchange for a working one. You can send Dell a written letter with complaint telling them the time you called, and if you remember the name of the person you talked to. if you really want to then you can take Dell to court. Just to say if you have the warrenty and it is not out of date than Dell MUST replace your product for a working one. I think it is the fact that you bought it from China perhaps its a bogus one, fake or other.
Overall Dell services are good.
Just to say i do not belive you since i had very good experience from Dell customer service people.
 
I'm having a hard time believing it as well. If they send you a product that isn't as advertised, they have to refund or replace it, and that's it. I'm thinking that either you misinterpreted whatever advertisement you saw, or you didn't buy directly from Dell but from some other shady retailer.
 
PohTayToez said:
I'm having a hard time believing it as well. If they send you a product that isn't as advertised, they have to refund or replace it, and that's it. I'm thinking that either you misinterpreted whatever advertisement you saw, or you didn't buy directly from Dell but from some other shady retailer.
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Yeah, there's definitely something up here. They wouldn't just not return your laptop. Overall I've had pretty nice experiences with Dell. Of course, I've never actually had to use their support. My Latitude D410 has been going strong for I think around 5 years. No problems at all. Also, are you sure you ordered a model with a touchscreen? If you screwed up, I don't really have much sympathy for them not accepting your return. Also, there may just be some sort of driver problem. It's not the end of the world.
 
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