Questionable Reliability, Poor Support
Written: Oct 13 '00
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Pros: NONE
Cons: Hardware & Support
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| amy1jake's Full Review: Dell Dimension XPS T700r |
I purchased this product because of all of the good things that I heard about Dell and their support. Unfortunately, I found out the hard way that everything I'd heard was not true.
When my PC was about 6 months old, my hard drive and modem crashed. My service contract (the standard) indicated "Next business day, parts & labor". Given this, I didn't worry too much and gave Dell a call.
After waiting on hold for almost a hour before speaking with a Tech Support Rep; I was told that they would walk me through some trouble shooting over the phone. After about five minutes, I was asked to remove the case from my PC and pull out my processor to attempt to re-seat it, as they thought this may be the cause of my problems.
I am a computer programmer by profession, but I explained to the Tech Support Rep that I was not familiar with hardware and the inner workings of computers. She still insisted that I comply with her request. After a little discussion, she persuaded me to do so.
After opening the cover, removing the fan guard and pulling out the processor; she instructed me to replace it. I did so, or so I thought because after doing this my problems became much worse. I was very frustrated with this form of Tech Support but was told that until I complied with each and every troubleshooting request that they had, they would not dispatch someone to replace the bad parts.
It was getting late, so I gave up on this effort and decided to call my own Technical Repair person (whom I paid) to come out and look at the PC. When he came out, he realized that after I pulled out the processor, I did not push it in far enough so it was not working. He also confirmed that both my hard drive and modem were non-functioning.
After many more conversations with Dell, I finally spoke with a knowledgeable Rep who agreed to replace both parts. When the repair technician came out to replace the parts (over a week after Dell agreed to replace them); his sole responsibility was to physically change them and leave. So, he left me with a completely blank, unformatted hard drive and a modem without any installed software.
I hope that after reading this, some people will think twice before buying a Dell.
Recommended:
No
Amount Paid (US$): 2400.00
Operating System: Windows
Processor: Intel Pentium III
Processor speed: 601-700
RAM: 128
Internal Storage: CD-ROM
Hard Drive (GB): 21-30
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Epinions.com ID:
amy1jake
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Reviews written: 3
Trusted by: 0 members
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