Complaint / review text:
I have an 'in-home' service policy with Dell Computers for a machine purchased in July 2004. Two weeks ago the computer refused to boot up. I found out that 'in-home' means they talk me through taking my machine apart, have me run some tests, then conclude which part - if any - needs to be replaced.in this case, they decided the 'on/off' button was the culprit and arranged to have one brought here by a technician from Banctec. This young man told me right off that the part he had was not the problem. It wasn't the 'on/off' button he had, but another device that provides access for plugging in headphones etc. To the front of the computer tower.
He warned me to start backing everything up because he felt the hard drive was the problem. A few days later, the problem reappeared and I called Dell again. This time, they warned me to back up everything, then call them - at which time, they would talk me through 'de-bugging' the hard drive. If that didn't work, they would send a new hard drive. I called at 8 A.M. This morning (May 1st) to tell them that I was all backed up and ready to face the loss of all my systems and programs. I got automated answers. Despite many calls throughout the day, I was always talking with automated systems, but twice I DID actually speak to people who were alive. They each promised to connect me with a live technician and in each case, after five minutes, the line went dead.