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Review 9/22/2010
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My experience with Dell was very problematic. We bought a refurbished laptop and the CD drive failed after 6 weeks. We had an in-home service agreement. A technician came to our home to replace the CD drive. After he replaced it our system went dead - would not start. I asked for an equivelent replacement system to be sent. Our service aggreement that we purchased with the laptop seemed to have provision for that. Dell refuses to send a replacement and insists I must depot repair our original system. Basically, they will make a judgement call and if this system is salvageable, they will patch it up and send it back. If not salvagebale they will consider replacing it.
Throughout this experience I have found Dell support to be very unresponsive - I have spent about 8 hours total on the
phone getting cut off, mis-routed, sent to queues where no one ever answers, etc.. I believe I could easily have spent more time on the phone, but got lucky last night and reached some people who were willing to listen and respond. Of course this is me spending my time chasing after a response, not Dell ever getting back to me after the very bad experience I had.
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