Dear sir, Madame good morning,
I would like to report an issue about a laptop I bought in october 2013 in Greece and underline how disappointed I am about the service your company provides in Greece.
Take a few minutes to read the whole story....
After searching for three months and listening to many of my friends about your products I decided to buy the Which was one of your newest models and a very powerful machine.of the price was equal to the machine(1250€)
I received my Model in October and after three days some very annoying high frequency noises.after waiting for one week in case the problem would disappear I contact my retailer who told me that there was nothing to worry about because the laptop had 2 years warranty and the service Dell provides is the best.Of course your service was one of the retailers strong points when advising
me what laptop to buy.
I left my laptop at the retailer and three days he told me that a technician was at his store for my laptop.
I went there immediately to tell him the problem.his answer was not to worry.After trying to listen to the noise he told me that everything was ok.i insisted that the noise was there and of course in that environment he may not be able(though I could hear the screaming sound also there) but when I try to work at my house in the night the high frequencies drive me crazy!!!I also told him that the sound was coming under the keyboard and that when turning the brightness very high some times it stopped.
The answer was that it was obviously the monitor so he changed it right in front of me.
After returning home the same noise was coming under the keyboard and of course I started searching the web about this problem.while I was looking there were many people having the same problem with and many of them( some
of these conversations took part in dell's chat room)had their laptops replaced.
After a few months without operating the laptop(because the screaming sound was killing me) I decided that I should ask for a replacement because the laptop was still very new and I could possibly not accept that after paying almost two of my salaries for buying a state of the art piece of equipment, it was a faulty machine from the beginning and I was still had to work on my desktop!!!!!
So I contact my retailer telling him that after reading many reports on the web the problem was the Radeon that was on the motherboard and that it was accommodate problem on this specific model.he turned off the Radeon card (obviously I am not aware of doing that) and the sound disappeared!!!! He told me we will contact Dell and they will solve with the problem.after contacting the Dell support they told us to sent the laptop there and 2 days later a courrier picked it up to take
it to your service.
4 weeks later the retailer called me and with a huge smile told me: didn't I tell you?? Their service is the best!!!!
I was thrilled that I would finally be able to work in quiet but this only proved to be a dream because the screaming sound just appeared e few minutes after turning the machine on.......
Next thing I did was to contact Dell support in Greece.the guy on the phone was very helpful except the part I told him that this is a problem with many of your machines in that specific model.his answer was that these are only rumors and there is nothing wrong.the guy told me that I had me monitor and the whole motherboard changed by Dell.i told him that I knew about the monitor but I didn't know about the motherboard since the service was conducted at your service desk.after doing some work by phone (he told me to push some buttons and the computer ran some tests for about an hour)he told me that he will send me some
upgrade files for both the cards onboard and for something else.I received the files by mail the same day and a friend came next week and installed them.
I did not know what the files were supposed to do put the sure thing is that the sound was still there...
I was searching for a *** to advice me on this since the two years of warranty were running over and finally the laptop one night just would not open at all!!!!! It was making seven or eight beeps and that was all!!!
So I ran to my retailer and told him that my laptop obviously died.. He said that we would contact Dell again and there was nothing to worry about....
After a few days he told me on the phone that my laptop was off the warranty because it expired something about 10 days ago but he was pressing them to accept to see the problem...I told him that I had a new motherboard installed on it 6 months ago and that it should have a warranty so i should be covered by it.
After about two weeks Dell service accepted only to examine the laptop for free because it was not covered by the warranty!!!!!
4 weeks after leaving the laptop at my retailer he called me back.
" the motherboard is off,the machine is off the warranty and the cost is 1234 €" was his words..........
I told him about the new motherboard and he said that it had three months warranty only..
Dear sir/ madam me I just want you to answer me if this is Dell's policy worldwide or only in Greece.
Because if Dell in Greece wants me to pay 2484€ In 2 and a half years for only one piece of equipment which obviously was faulty from the begging this is unacceptable.i cannot even say if the motherboard was replaced at Dell service because I was not witnessing the service and of course I am not sure if the one installed in my computer was a new one or a one that was serviced at Dell service in Greece.
And of course after
paying these 1234€ according to what Dell serice says I will have only 3 months of warranty???(because that is what they say for this motherboard)
I hope you understand that in a country were the salries do not exceed 600€ per month I can not afford to give 2500€ in 27 months for a laptop.but I am willing to afford a *** to search about the warranty of parts put after a service.
Thank you for your time and I am waiting for your reply..