**UPDATE**
Oddly enough, this article found its way over to consumerist and within hours Dell had routed me to a damage control “type” person. They are currently working to resolve my issues. I will keep this post updated as more things happen.
OK… Most people are going to say, “duh”! I had some credit with Dell and needed an external drive to backup my family photos, video, and just random projects I have worked on over the years. At the same time, my hard drive in my Dell Dimension 3000 was already making some funky noises every now and again. So I figure, I’ll order the Seagate 320GB “FreeAgent” drive and also a 160GB internal Seagate drive.
Well I placed my order and promptly received the external drive in about 4 days. So I go and move backup all of my data, then unplug it from the wall and move it to the other side of my desk to get it all organized. I plug it back in and it is dead.
Ok…so maybe just bad luck. I called support and got my call dropped twice being transferred because noone at Dell seems to have any idea who does what. I finally went to bed and didn’t follow up for the weekend and within the next week I received my 160GB internal. I was out of town for a week and when I got back, I installed the internal drive to load a Vista Enterprise. On its first boot the drive was knocking like it was hung…..hmmm….
So it finally boots and Vista pops up a message with: “Microsoft Vista has detected a hard drive problem, backup your data immediately!”. (Or something along those lines)
Well…I really didn’t have any data on the drive so I just went and powered off the box and rebooted it to find that it wouldn’t boot and the constant clicking…
So I called Dell again…Here is my complaint I sent to Dell with what happened this time calling them:
I called tonight due to 2 harddrives I purchased 26 days ago. Both drives have completely failed. One is knocking and the other won’t power on at all. I called Dell and have been transferred to 11 people and 3 different calls:
1st Call – 48 Minutes (Disconnected during transfer)
2nd Call – 91 Minutes (Disconnected trying to transfer me)
3rd Call: 138 Minutes – Disconnected during transfer.I am fed up and it is absolutely ridiculous. They have no idea what department to send me to. So far I have talked to:
“Customer Care”
“Dell Care”
“Business Sales”
“Hardware support”
“Desktop Support”
“Technical Support”I have 4 different case numbers they have assigned me and still nothing to show for it. They can’t even tell me who I need to talk to or what I need to do to get the parts replaced. I have spent close to $240.00 and wasted hours of my time away from my family trying to repair this issue.
The original hard drive I ordered is an external drive that I was able to connect and move all of my data to… Then it just wouldn’t power on. Tried multiple power outlets, will not power up. I have lost all of my data there.
Then I purchased an internal drive, I have had it less than a month and it is knocking and won’t boot. I am very dissatisfied and the award winning customer care has to be the farthest from the truth.
Case #: 1734xxx82
Order Numbers:
718xxx24 – 160GB
710xxx785 – 320GB
So with no response from Dell and several more calls, I filed a BBB complaint. Guess what? Dell called and said they were replacing the drives immediately and just needed my information! — BUT!!!! 30 minutes into the call as she is taking my address info and giving her apologetic speech…Oh wait! I’m sorry Mr. Hatfield but we can’t replace these. Have a nice day.
I will never purchase another item from Dell again. Hell, I have seen better support from HP and even Gateway.
By the way the external drive that I purchased, they flaunt so well the 5 Year warranty….I just don’t understand how they treat people this way.
Seagate Drive
BRING On the flames! I know they are coming 