feelcheated

I purchased a computer from Dell in April of 2017. It had issues from the beginning with external monitors turning off during active use, and the display settings being randomly re-arranged or forgotten. Dell replaced the Thunderbolt Dock which was what the monitors are connected to. That did not solve the problem. I was asked to send the computer in to be fixed, which I delayed doing because that is a tremendous inconvenience to me, I work from and run a business from home with the computer they wanted me to return. I returned it, however, to be fixed because not only was the issue with the monitors still unresolved but after the latest Dell update I was forced to install, the computer would no longer allow me to log in.

I returned the computer, and got it back 10 days or so later. It was not fixed, I still couldn't even log in. I wrote back to support and told them they had not fixed the issue and was told to mail it to them again. I did so. Each time, they have been given specific instructions about what is wrong with it, which they should, of course, have in their files, but the consumer is asked to enter it all again anyway. The second time it was returned to me, nothing was ever done. The service description was blank, the computer still had the same issue. Then I went to the Better Business Bureau, and was contacted by a rep from Dell, and was asked to return the computer a third time for service. Against my better judgment, I sent it in, again. It was returned to me, AGAIN, STILL BROKEN.

The issue was not fixed at all, I knew within 30 seconds of turning it on that they had not fixed it. I told them I will not be returning it to them a 4th time (they have not offered to have it sent back again anyway), and that I want it replaced, as I have a full warranty on the system until the year anniversary of the date of sale, which is next month. They want to send me a used, refurbished computer, asking me to trust in their technicians to have fixed whatever was wrong with THIS one, which I will not accept. I didn't buy a used computer, I bought a new one that has never worked right. I have asked for a new replacement, or a refund, neither of which are being granted. So I spent over $2,000 on a computer with a full warranty that is unusable and Dell is incapable of fixing. I will never buy from them again.