I purchased a Dell Inspiron E1505 laptop, 966 Vista Wireless All In One Printer, a Netgear Router and Lojack in May, 2007. The computer arrived on June 4, 2007. From the beginning I had to contact Dell Technical Support almost daily because the wireless system did not work, I am having to reinstall my printer every time I wanted to print something. After many calls with Technical Support beginning on On June 7, 2007 through July 23, 2007 Dell sent a technician to my home to see what the problem is. He replaced the wireless card as well as the cover (with the screen) and nothing changed. On his recommendation, I called Dell again, and Technical Support agreed to replace my computer. During the conversation (on July 25, 2007) I was advised that the Inspiron E1505 was not being produced anymore and the replacement would be a VOSTRO with all the featured contained in my E1505 MS Windows Vista Business, English, MS Office 2007 Small Business Edition, Lojack, etc. Thereafter, I called on a regular basis to check on the replacement and that in fact it would be a Vostro. On 8/9/07 I was advised that my replacement would be delivered that afternoon. When I opened the box it did not contain a Vostro but instead it contained an Inspiron E1505, with Vista Home Premium instead Small Business Edition. I immediately called Dell to advise them that the replacement was not what I was promised and did not contain Vista Business.
I immediately contacted technical support to report that the system did not meet the agreed upon conditions for the replacement. I was pushed from one person to another for over 3 hours, with no resolution to the problem. Everyone blames another for this and no one wants to take ownership. On 8/09/07 I spoke to a lady named Donna, her badge number is 504412 who was very sincere and wanted to get this situation resolved. She indicated that she would send me an email with a coupon for $100.00 which I have yet to receive. When we were finished she transferred me to a technical support person named Joseph who, first of all refused to give me any information on how to reach him or his badge number, and hung up on me. He then called back and hung up on me again. I have yet to hear from him.
In the meantime I tried to get hold of Donna to bring her up to date on the situation, but when I call the 800 number no one knows who she is or how to contact her, even though I have a badge number for her. I then called again and a man named Arthur got on the line, he gave me his badge number 17407. When I asked him to connect me to a supervisor so that we could track Donna down, he refused, by saying that there were too many Donna’s and that he could not find her. I then asked him to get me a supervisor, which he refused. He said that he found an email for Donna and that he would email her. I asked him for her email and he refused to give it to me. Shortly, thereafter I received a call from a Donna, who didn’t even work for Dell but the paren't company of the sales office I work for. Not only did he do that, but he also was laughing in my face while I was talking to him and asking him to put me in touch with a supervisor so that we could resolve the problem.
From 8/10/07 through today I have spoken to 12 different people, all promising to return my call within 24 to 48 hours. I have received no call. This morning at 8:00 am I left a message for an Amy, who returned my call at 10 a.m. She indicated that she could not send me a VOSTRO as a replacement. After talking to her for almost 40 minutes I reluctantly agreed to accept an Inspiron 1520. When I asked that at least they should ship a black or blue one, she could not guarantee it either. This is definitely a problem, as I am using my computer for business and cannot accept another color. At the end of our conversation she also indicated that she would issue me another $100.00 credit. She was also supposed to send me an email with the coupon, which at this time 2:00 pm I have yet to receive.
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