Complaint: I purchased a new computer (8/2015) last year that came pre-installed with Microsoft Office and Windows and had issues within two weeks of having it. A technician changed the mother board on my new Dell desktop as this is what he said the problem was, and no sooner than he left my computer completely froze up and I could no longer get online and was not able to access windows as it asked for a new activation key as well as it had other internal issues. I called and texted repeatedly asking to having it serviced of which they chose to send me the parts to install in my computer myself. I do not know anything about the internal components of computers and was not able to install these pieces as well as they sent me the wrong recovery drive for my computer. I purchased this brand new so it still had a one year manufacturer warranty which involved onsite help. They neglected to send anyone out and instead I felt like they were taunting me knowing I was asking just to have my Windows Activation Key so I can use my brand new computer I just bought. Not only am I a college student I work from home as a travel nurse which are done from my computer. Earlier this year I had a friend who worked in the IT department install a version of Windows so that I could finally use my computer Dell was neglecting to take responsibility for. He was gracious enough and did this for me, however, it was the company version of Windows so I again did not have any product keys to update/activate etc. When this expired I was back at square one. I had to remove this version of windows as my computer began to give odd error messages, etc. I did a refresh/recovery on my computer to bring it back to it’s original state in hopes of saving this computer and taking it to be repaired when I was able to afford it. It is now a year later and my issue has never been resolved. I numerous service/dispatch tickets and case numbers and keep getting the run around. They sent a technician out of which he was unable to fix my issue and attempted to call when he was here thinking he could get it resolved…instead I was told I needed to contact to Dell and have them get remote access to my desktop to fix it. I did this gladly thinking that it was finally going to be fixed. After more than an hour with this person on my computer going on webpages and downloading information at sites thinking they could find my product key (after I told them repeatedly it is no where to be found on my computer since the first technician serviced it back in August of 2015) they were unsuccessful. I pleaded, almost to the point in tears and said all I need is my windows activation key. That is it. And they said they could not do this but instead they had created another ticket and was going to have a technician install another motherboard on my computer. This motherboard they keep insisting on changing on my computer is not getting shipped out until the 25th of August, my year warranty expires the 26th of August. I told them I did not feel comfortable having this done as it has not fix the problem and asked if they could exchange/replace my computer with a new one. They stated they could not as it has been past the 30 days when I first purchased the desktop. I reminded the customer support agent that these problems started two weeks after buying my new computer and here it is a year later and I am unable to enjoy a product I paid 600.00 for and never had my issue resolved. Desired Resolution: RefundDesired Outcome I would either like to have the money I spent as well as reimbursement for the products I bought to install the products they sent me knowing I had no idea what I was doing. Or if I am unable to get my money back I would like a new computer that is upgraded. I really hope you can help me. This is the worst feeling in the world knowing you cannot even get the help you paid for from a company and they basically ran off with your money.
Tags: Computer Service & Repair
Address: One Dell Way Round Rock , Texas USA