I’m not even sure where to start when describing my experiences with Dell. Do I start with the cheap components manufactured in China and Malaysia, or with the Customer Service Loop you are sure to get stuck in when you need support?
I’ll start with the components, because I have purchased 3 monitors from Dell, two 19″ flat panels, and one 21″ widescreen flat panel. Both 19″ flat panels went out on me within 15 months of purchasing, after very limited use. Unfortunately, the 2nd one went bad right after the warranty was up so I didn’t get to swap it for a refurbished unit as is what happened when the first monitor went bad within 40 days of purchase. The 21″ widescreen hasn’t gone out, but at about the 13 month mark started blanking out for about 2 minutes every time I switch identity on the computer (this did not happen with the previous monitor). Back when LCD flat panels were a novelty, I bought a 15″ off brand (Sylvania) from Costco, that was in 2002 and there has not been a single problem with it 5 years later. LCD’s are supposed to last for years, and I now spent $300 to RENT a 19″ LCD monitor for a year, and the resolution wasn’t even that good.
Before I get off the component issues, I need to mention that I have a DELL XPS M170 laptop. Top of the line, about $3000 when it came out, and every time I start up the laptop with the AC adapter plugged in, I get the following message: “The AC power adapter type cannot be determined. The system can only boot with a 130W power adapter or greater. Strike the F1 Key to continue”. Keep in mind it IS a 130 watt power adapter I’m using, and not only do I have this booting up problem, but the battery will not charge. The worst part about this??? It’s a known problem since as early as 2002, you can google that error message and find thread after thread with Dell customers complaining about this, and I bought the computer brand new in mid-2006!
Now onto the Customer service issues. I actually had the audacity to purchase my brand new laptop from a 3rd party dealer instead of going directly from Dell and I’ll explain why I’m mentioning this in a moment. About 6 months into having it, the DVD player would not play DVD’s. I called Dell to explain the problem, and they asked me for the “service tag” on the laptop. I provided it as it’s printed on a sticker on the backside and very easy to find. The customer service rep came back and said this computer is not registered under my name, it’s under another name. I advised thats most likely because I bought it from a dealer who bought a large quanity of Laptops from Dell, so it’s probably under his name. I then asked if I could get help with the issue. I was told I’d have to contact the original purchaser of the laptop and have them call in. What??? are you serious????? I tried to get ahold of the people I purchased it from, and their business had closed, so here I am with a $3000 laptop without a working DVD player and fearing I might be stuck. I called back to Dell and had a rep tell me I just need to contact a department that can get the unit transferred to my name. I called the 800# and got a fast busy signal, then dead air. After a few more tries, I contacted Dell by email advising of the experience and was given another # to call, I called and they had to transfer me somewhere else, and no joke I ended up getting xfred 4 times until I was back where I started. I gave up at that time and decided to live with a $3000 laptop that won’t play DVD’s.
Now here we are 15 months into ownership, and a new problem comes up, and it’s not one I can live with, it’s the AC power adapter issue mentioned above. Since the AC adapter won’t charge the battery, I can’t power up my laptop without the AC adapter, but because the computer doesn’t recognize it’s own AC adapter I can’t power it up with it either. I have a $3,000 paperweight for the time being. Obviously, I need help and when I called this time, not only did they give me the speech about the laptop not being in my name, they said there is a financial problem under the name on the computer. While they refuse to say what the financial problem is, it became obvious that this dealer bought a portion of laptops on credit, sold them all for full price to customers like me, and then didn’t pay his bill. Now that is unfortunate and I see why Dell has a problem with him, but if I walk into a Target to buy a Sony camcorder, and then Target goes bankrupt with Sony as one of their creditors, I doubt when I call Sony for support they are going to say “Sorry, we can’t help you because Target didn’t pay their bill”. Dell somehow feels they have the right to do this, so i have one of the worlds most expensive paperweights sitting on my desk all because of policy. Dell is definitely the McDonalds of the computer industry, and I expect less than perfect customer service, but I feel like I’ve been robbed. If you purchase Dell, and an issue occurs down the road, don’t say you didn’t know what you were getting into.
P.S. The $3000 laptop always ran very HOT. so much so that putting it on your lap caused minor burn marks, and it was so hot that the glue that holds the rubber stoppers on the bottom turned to liquid which of course got all over my couch, and made the rubber padding fall out. This was a huge disaster. I had doubts about spending so much for a machine, and I should have listened to myself. Better yet, I should have listened to a techie friend I have who warned me Dell products are not near the quality perceived.
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Obviously a problem with a DELL Laptop. I have some similar problems. My readers need to see this report. I will send them here to read your post.
I am a customer advocate here at Dell headquarters in Texas. I wanted to reply to clear up some of the information about this situation,and hopefully help you get the problems with your Dell computer taken care of.
For the technical side, the problem with the AC adapter, battery charging, and overheating all point to the motherboard needing to be replaced. Depending on what is wrong with it, the motherboard might also be the cause of the problems with the DVD drive (trying the drive in a working M170 would tell you for sure if it needs to be replaced as well). Normally, these would be fixed through a simple parts dispatch, return to depot repair, or having a tech come out and replace them (depending on the warranty options purchased with the computer). Unfortunately, this gets into the big problem you have run into …
Since the person/company that ordered the computer(s) apparently did not pay for them, then Dell is not able to provide any warranty support because the service contracts that would provide the warranty coverage have not been paid for. It is not that Dell doesn’t want to provide the fix, it is a matter of the system not having an active service contract/warranty because payment for it has not been received. The solution to this problem is to have the system paid for. Obviously, this is a problem since you stated that you paid the person/company in full for the computer when you purchased from them. However, it is the only way to get the service contract reinstated.
My personal recommendation would be to see what legal options are available against the person that you purchased the computer from. Essentially, they took your money and failed to pay Dell (or, from your post, Dell Financial Services) for the computer you received. Dell has not taken anything from you. In fact, the person you purchased the computer from has taken from both you and Dell.
Larry
Dell Customer Advocate
***I appreciate there was time taken to respond to the issue of a single customer. I can’t say I agree with the resolution because I compare it again to the scenario of buying a Sony camcorder at Target. Whatever issues are between Sony and Target should have absolutely nothing to do with the service I receive from Sony. If Target didn’t pay them, it has nothing to do with me. I’m also someone who has bought 2 desktop systems with monitors from Dell as gifts for family on top of the system I bought for my son, and the 3 monitors I purchased, and I’ve referred many associates because I felt the prices for the power were amazing, and really felt I was doing my friends a favor in having them purchase Dells. In this scenario, a customer bought from you on credit and didn’t come through. Dell has the power to make that issue between them and the fraudulent customer but have instead chosen to make it my problem as well. The fact we are talking about a motherboard issue on a $3000 computer that has been handled with amazing care is also troubling. Again, I appreciate your passion for your employer and a good employee will back their company as you have. It still doesn’t change the fact Dell can help me and refuses to. This is Dell’s way of saying “buy directly from us, or you are nothing”.*** -John
The problem with your analogy is that Sony has already been paid for the product, whether by Target or a middleman. Since Sony has been paid, the service contract is active and the item gets repaired.
Taking this from a different angle, if you had purchased the system from Wal-Mart instead of that other company this problem would not exist because all of the computers Wal-Mart sells have been paid for before they ever hit the shelves. The worst that would be required was getting the transfer of ownership paperwork completed so the system was in your name.
In this case, you paid someone for a system that had not been paid for. The account, and thus all service contracts for systems that were not paid for, have been placed on hold until payment is received. The person or company that ordered the computers and then sold it to you is who is to blame for the fact that your computer does not have an active service contract.
I fully understand how frustrating this is for you but, as with every other situation of this nature I have ever worked, the proper solution is for the person to contact whoever they purchased the computer from, whether it was a reseller, leasing company, or their neighbor down the street. The person that ordered the computer is responsible for ensuring payment is made. Without payment the system does not have a service contract, and that contract is what covers the cost of the replacement parts, shipping, and the time it takes a tech to do repairs.
I really wish there was something more I could do for you, but other than recommending you find a lawyer to discuss the best way to go about this, there is nothing more I can do.
Larry
Dell Customer Advocate
I have some similar issues with battery/motherboard/BIOS/AC Adapters.
My dog chewed through the DC cable from the regular 90W adapter a couple of times. I repaired it, but it has shorted a few times. Still seems to work (powers laptop). The battery was performing poorly and now doesn’t indicate that it is present in the BIOS and shows no lights. I bought a used docking station that allows the computer to start, but results in a “unidentified AC adapter” message.
It would seem that Dell should issue a new BIOS were one could take responsibility for the results of using an AC adapter with a non-functional ID chip. Also to provide an option to try charging the battery by entering the amperage of the AC adapter being used. Also some type of test for the functioning of the motherboard charging circuitry and for the communications to AC adapter memory chip.
Otherwise there is going to be a lota junk lying around that is still highly functional but for some failsoft BIOS.
Dell, it’s up to you. Given the quantity of web discussions over the last few years regarding this AC adapter ID chip issue, I’d say Dell has a real PR issue. It could be addressed if they choose.
Really disappointed with the DELL batteries and DELL Adapter for my XPS1710. I had a DELL battery which after two years of use and its performance was a little poor and dicharged in about 30 minutes, I understand that this happnes so I needed to replace it. SO I purchased two new and GENUINE Dell batteries. These worked fine until the GENUINE POWER ADAPTER gave out 2 months OUT OF WARRANTY. So now becuase of this STUPID ADAPTER ID CHIP faulty, I am required to buy a whole new adapter EVEN THOUGH THERE IS NOTHING WRONG WITH THE POWER SUPPLY. I have tested this and the power output IS EXACTLY AS REQUIRED. THIS IS BECAUSE OF THE LITTLE PIN in the power adapter TO CHK DELL adapter is GENUINE is maybe not seated correctly.
I cannot recharge my new DELL batteries because of this farce.
My QUESTION is this . DOES DELL CARE ABOUT ENVIRNMENTAL SUSTAINABILITY?
WHY DO I HAVE TO REPLACE AND THROW AWAY A WORKING AND GENUINE ADAPTER BECAUSE THE ID CHIP IS NOT WORKING. THIS IS GROSS WASTE
Making products of poor quality needing replacement in a couple months or years shows CORPORATE IRRESPONSIBILITY and is a waste of global resources.
Glad I ran across your blog…and for others who do too….heed this man’s warning!!!
Today sadly, my Dell Laptop stopped recognizing the ac adapter and died. Believe it or not this has happened to me THREE times in 18 months. I bought it from a reputable (and long standing) computer store. The first time it happened (within 30 days) they said I fried my motherboard and it was replaced. Four months later, the exact same thing happened and that is when I began to get suspicious and starting researching…hmmm….page after google page did I find others with the same issue…something smells rotten in the world of Dell… Ofcourse now I had no warranty, the computer store sold me a refurbished, upgraded Dell for a few hundred more dollars. FOUR MONTHS LATER…..I boot the d@mn thing up and it gives me the F10 warning! The last few minutes of laptop life is spent trying to refresh the power options, unplug, replug the ac adapter, then it died for good….all within 2 minutes……
Of course I will be told the mother board must be replaced….Why does Dell manufacture such p#ss poor components that the mother board needs to be replaced every 4 to 6 months? Why have they erased hundreds of customer complaints about this issue on their official web site? I’d rather not contemplate the underbelly of the corporate greed taking place….I’m already sick enough that I have to dole out for a fourth laptop in less than 2 years….on college student income to boot…..