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Periodic Contributor

Warning to AARP members - if you are buying a new computer be careful if you choose Dell

I hope this isn't inappropriate but I wanted to share with you my experience with Dell this past year.  My discussion is lengthy so I will give a nutshell idea of my problem and if you are interested you can read the rest.

 

In a nutshell I purchased a new Dell computer in February 2022.  The computer was defective.  Dell tried once to fix the computer but the attempt was not successful.  When my year's warranty was up Dell closed my ongoing case.  As a result Dell has my money and I have a malfunctioning Dell computer and Dell refuses to do anything more.  They won't let me reopen the case because my warranty has expired.  My only option now is to file a lawsuit.  I wanted to warn you because if Dell did this to me they might do it to you. 

 

Now the legthy nuts and bolts of what happened 

 

A little over a year ago in February, 2022 I purchased a Dell XPS 8940 computer.  It didn’t work properly.  It typically took 4-5 minutes to recognize the monitor.  One time it took over 45 minutes to bring up the monitor.  Most computers will recognize the monitor and be ready to use in 20-30 seconds.  Dell Technical Support staff did some diagnostics over the telephone and then told me to ship the computer back to them, which I did.  They replaced the motherboard and shipped it back to me.  It still didn’t work properly.  To be fair, it is usable if you don’t mind spending anywhere from 5 minutes to 45 minutes waiting for it to bring up the monitor.

 

The Technical Staff was going to try a second time to repair it but the Advanced Resolutions team took over.  They were totally worthless.   Since my computer could not be repaired I requested a refund or a replacement equal  to or slightly better than the one I purchased.   I was told by the AR team no refund, no replacement, no exceptions, Dell policy.  They did nothing for about a month and then they offered me a refurbished computer.  I said I bought a new computer not a refurbished computer.  Then about a month later they offered me a new computer which I would have accepted but the computer came with no warranty.  After fighting with the piece of Dell junk I now have there was absolutely no way I would accept a computer with no warranty.  The AR team always was trying to trade me something worth less than what I paid for the computer.   It was like they had me over the proverbial barrel and planned to cheat me.  But nor they made exceptions on three occasions to “Dell’s no exception policy”.  It’s ok for them to make exceptions when it works to their benefit. 

 

More time passed.  My wife and I are both seniors (76 and 79 years) and both dealing with severe medical conditions.   My wife is fighting two cancers and I have a bad heart, am recovering from a stroke, and have a severe case of Willis Ekbom Syndrome, commonly known as Restless Legs Syndrome.  I get from 1-2 hours of sleep a night but have gone for up to 5 nights with no sleep.  The AR team offered me a refund.  I was dealing with Rajesh Mani with the AR team.  I told him I had to take a break to deal with our medical situation and clear my head of everything that was ongoing.  He agreed to the break.  He said “For now we will be archiving the case, you may get back to us in future. Alternatively, you can also contact Technical Support Team at 1-800-624-9896 as they remain your primary point of contact for technical issues.” Mr. Mani lied to me.  He closed the case shortly after we agreed to a short break.  The warranty on my computer had expired by this time but when he closed the case the expired warranty prevents me from getting my computer repaired.  Mr. Mani obviously knew that and looked at this as an opportunity to close the case at no cost to Dell.  So Dell has my money and I have the same malfunctioning computer that Dell sent to me. 

 

Mr. Mani fails to recognize there is a difference between Dell policies and the law.  He may have followed Dell policy but I don’t think it is legal to sell a malfunctioning computer as a new computer and then not repair or replace the computer or refund the money.  Mani/Dell are cheating customers by doing this and that is probably fraud.  I doubt that I am the only one cheated by Mr. Mani.

 

Dell has listed my computer with 4 different cases numbers in less than a year but the computer is still malfunctioning.  How can a company that makes computers not be able to repair one of their computers?  Maybe Dell is kicking the can down the road until the warranty expires and then they don’t have to do the repair work.  They might be committing fraud and it would not be with just me.

I’ve written to Dell Headquarters about 3 times.  No matter how I address the envelope Dell staff automatically sends it back to Mr. Mani because that is his department so I gain nothing.  I’m sure if Dell/Mani is doing this to me he likely has done it to others as well. 

 

 In a nutshell, Dell sold me a new computer that didn’t work.  Although I’ve tried for over a year to get it repaired, replaced, or given a refund I have been unsuccessful.  Dell has my $649.99 and I have a piece of Dell junk.  I strongly suggest if you are in the market for a new computer to avoid Dell.  If you really want a Dell buy it through a store because if you have a problem with the computer the store mostly has to deal with Dell.  If you buy the computer through Dell’s direct marketing you have no recourse.  It’s you against Dell  That’s the situation I’m in.  As it stands I will have to file a lawsuit against Dell just to get my computer repaired.

 

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@longtimealaskan 

I have a Dell XPS 8940 and that is what I am using now. I haven't had any problems with mine. I kept the monitor that I was using with my Dell XPS 8920. See image below.

 
 

DellMonior5132023.jpg

 

I haven't had any problems with my desktop computer. I use and run Support Assist once a week on all three of my Dell Computers. 

Have you checked with the Dell Community and checked to see what Monitor others are using with their XPS 8940?

I have had my XPS 8940 for over a year (17 Months).

 

I ran Support Assist this morning, May 14, 2023 and for my XPS8940 there were four updates available. Here is a link for Support Assist if you don't have it.

SupportAssist | Dell US

 

GodBlessUSA

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Periodic Contributor

Thank you for your response.  Sorry I took so long.  I have a severe case of  Willis-Ekbom Syndrome, more commonly known as Restless Legs Syndrome.  I get about 2 hours of sleep a night and using a computer is not a leg friendly thing to do.

 

The XPS 8940 is my 4th Dell computer.  The other three worked fine which is why I continued to use Dell.  When I got my XPS 8940 I connected it to an ASUS PA248Q monitor.  The ASUS monitor is a fairly expensive monitor.  It had 4 different ports for monitors: HDMI, VGA, DVI, and DisplayPort.  The XPS 8940 had HDMI and DisplayPort.  I prefer using the HDMI port. 

 

I say the XPS doesn’t recognize the monitor.  What I should say is the computer is very slow to recognize the monitor because it takes far longer than normal for the computer to recognize the monitor.  Whereas most computers recognize the monitor in roughly 20-25 seconds it generally takes my XPS 8940 about 5 minutes to recognize the monitor.  Once it took almost 45 minutes.  Maybe I’m too fussy, but I’m 79 and I start counting the minutes  of life I’m losing because I’m waiting for a defective computer to work.  I would have tried Display Port but 1. HDMI is probably the most common port for monitors and my preferred choice; 2. I fully expected Dell to resolve the problem quickly; and 3. I didn’t have any cables for Display Port t that time.

 

Here’s another idiosyncrasy of the computer I discovered –Most of the monitors I’ve tried with the computer it takes about 4-5 minutes for the monitor to come up.  However, the computer does recognize some monitors within the 20-25 second timeframe.  I borrowed a friends LG monitor and the XPS recognized the monitor within 20-25 seconds.  It leaves me with a lot of questions but the bottom line is something is wrong with the computer because it should recognize any brand or model of monitor in a reasonable amount of time.

 

Dell’s Technical Support staff diagnosed the problem as a defective motherboard.  I shipped the computer back to them and they replaced the motherboard.  They undoubtedly connected the XPS to a Dell monitor to test it to see if replacing the motherboard fixed the problem.  The computer likely recognized the Dell monitor so they shipped the computer back to me thinking it was fixed.  I bought  new HP monitor and connected the XPS 8940 computer to my HP monitor and found the problem of the computer recognizing the monitor persisted.   I talked to HP about the problem, thinking the monitor might be the problem.  HP, unlike Dell, quickly dealt with the problem from their perspective.  HP promptly replaced my HP monitor with another new monitor and had me ship the first monitor back to them.  The XPS was slow in recognizing the second HP monitor as well.

 

More and More I think Dell pulled a Bait and Switch operation on me.  This computer was advertised as a new one and there was nothing in the description that said anything about it being a refurbished unit.  But after reading some of the comments here and other places I’m beginning to think Dell shipped me a refurbished computer.  I’ve sent 4 letters to Dell HQ since February requesting Dell repair or replace this computer.  Dell has not responded to any of the letters.  That also makes this whole thing look to me like Dell is hiding something.

 

Thank you for suggesting Support Assist.  I downloaded Support Assist but haven’t worked my way through everything.  They started out with things to keep your computer running like new, one of which was removing malware but I didn’t see anything to click on to use it.  I will search for a user’s guide and try to find my way around on the site. Do they have a guide or manual?  I see Dell also uses Support Assist to sell their merchandise.  The very last thing I want is to buy another Dell product of any kind.

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@longtimealaskan 

You should start by running Support Assist. Open Support Assist and when it is opened click on Troubleshooting, then click on Home and Run all. See example image below. Click on, tap, or activate image to enlarge it. A second click on this, AARPEnlargeImage2023.jpg may be needed to fully enlarge the image.

 

SupportAssist.jpg

 

Monitors compatible with Dell XPS 8940. - Search (bing.com)

 

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Honored Social Butterfly

@longtimealaskan 


Much as I hate refurbished computers xps8940’s, they seem to have known issue with recognizing monitors. Quick google search brought me that info, I merely hate all Dells , Hp , and long list of proprietary PC’s.

 

So how is your paperweight configured now?

 

Can you snap a picture with your smartphone? Of the back of computer and where the monitor is plugged in?

 

also give monitor model number? Are you using HDMI cable or a usb-c? And snap a picture of your monitor cables.

 

If you’re beyond warranty you have nothing to lose, fair warning , my brain is punchy at this point the joy of health issues😀, isn’t maturity grand. 

Froze

And yes, after long days/nights, I'd still like to swing these hunks of glass , plastic and silicon against the nearest wall Come on retirement!
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Periodic Contributor

Sorry I’m slow in responding.  I have a severe case of Willis Ekbom Syndrome, aka Restless Legs Syndrome.  I can’t work on a computer for very long at a time. 

As a paperweight the XPS is a little bulky but works fine.  It isn’t too heavy but heavy enough to keep my papers all there and in the proper order.

 

You mentioned about it being a refurbished computer.  Tempest332 also thought it was a refurbished computer.  It was supposed to be a new computer I bought on one of Dell’s sales.  The description of the computer in the sale ad said nothing about it being a refurbished computer.  I am starting to believe Dell pulled a bait and switch on me and sold me a refurbished computer at a new computer price. 

 

You said “If you’re beyond warranty you have nothing to lose”.  I agree.  I have already lost it.  I bought this piece of Dell junk in February 2022.  It did not work properly from day 1.  It was extremely slow recognizing the monitor.  I contacted Dell immediately about the problem.  Over the course of the one year warranty Dell opened 4 different cases on this computer.  The most recent case was closed in March 2023, not because the problem was fixed but because my warranty expired and Dell, via Rajesh Mani, the manager of the Advanced Resolutions Team closed the case.  I was dealing with medical issues and I requested that we take a break on dealing with the computer.  Rajesh Mani agreed to the break and then closed the case without my knowledge.  Mani is a liar, a crook, and a low-life as far as I am concerned.  I can’t reopen the case because the warranty has expired.  I’ve written 4 letters to Dell HQ and Dell has not responded to any of the letters. Now that I have that off my chest, on to your comments and questions.

 

I am not using the computer so right now it is not configured in any way.  The monitor I bought for the computer is an HP M24f FHD monitor.  The HP monitor has an HDMI port and a VGA port for monitors but the XPS has an HDMI port and a DisplayPort for monitors.  That leaves HDMI as the only option for connecting the XPXS 8940 to the HP monitor.  The HP had good reviews and I thought it was reasonably priced but the Dell XPS 8940 takes about 5 minutes before it turns on the monitor.  I was telling cat0w that the computer was slow to recognize my ASUS PA248Q monitor so I bought the HP monitor and it is slow to recognize that monitor as well.  It will recognize an LG monitor within 25 seconds.  I tested the XPS 8940 on a friend’s LG monitor, so it does work properly with some monitors.  I shipped the computer back to the Dell Technical Support staff and they diagnosed the motherboard was the problem.  They replaced the motherboard and the problem recognizing the monitor still persists.  My guess is the tech staff tested the computer on a Dell monitor and it recognized the Dell monitor so they thought it was fixed.

 

It doesn’t make any sense to me that the computer works properly with some monitors but not with other monitors.  I took the photo of the back of the computer but I am not using the computer so there are no cables attached. I almost always use HDMI connections but will use VGA also.  There is one more wrinkle that might mean something: The XPX 8940 is slow to recognize the HP monitor when using HDMI cables.  I bought a DisplayPort to HDMI adapter so I could test if that would work.  It does.  I can plug the adapter into the DisplayPort on my XPS computer and plug the HDMI end of the adapter into an HDMI cable and then to the HDMI port on the monitor and it works.  It seems to me that something is wrong with the HDMI port on the XPS but isn’t that port part of the motherboard, isn’t it? And the motherboard was replaced once.

 

Is there any way to determine if this computer is refurbished?

 

How do I post the photo? I tried to upload it to my album.  It appeared to upload but I found no uploaded images.  It said they have to be approved first so maybe that’s what is going on.

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@longtimealaskan 

 

First check your original paperwork on the computer as delivered to you, if it doesn’t say used or refurbished it isn’t. Your price paid doesn’t suggest that it was other than “New”.
There was a law passed somewhere around the 90’s that made it a definite no-no to sell refurbished as new. 

Follow Cat’s diagnostic instructions, using Dell’s software, it’s software will say if your monitor is compatible or if you need to go thru  HP Monitor menu settings to make it compatible.Any chance you have access to a different HDMI cable you may just have a bad cable going between computer and monitor.

 

I had restless leg so, I’m aware of the joys.🤬 Take your time on answering questions, we’re predominantly retired folks here.

 

Pressing the “picture icon” that appears when typing your response, should allow you to post picture from smartphone or computer,,it’s to the right of html icon.

 

IMG_3862.png

Your image may be different I’m presently on iPhone. 

 

Froze

And yes, after long days/nights, I'd still like to swing these hunks of glass , plastic and silicon against the nearest wall Come on retirement!
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@longtimealaskan wrote:

How can a company that makes computers not be able to repair one of their computers? 

 

In a nutshell, Dell sold me a new computer that didn’t work. 

 


Your experience sounds terrible.

 

I have but one resolution for your dilemma.

 

I say this with all seriousness.

 

Only buy an APPLE computer from now on.

 

I have never had ANY ISSUES be it software, hardware, viruses, or malware.

 

Most operations are simple to understand unlike some of the software programs made for mainline company computer manufacturers like Dell.

 

Their customer service is U.S. based and are extremely knowledgeable, helpful, and polite.

 

I am on my second APPLE, my first aged out.

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This appears to be a "Refurb" then?  I went through a very similar experience years back with Hewitt Packard, the video would cut out after reboot.   I was very dismayed with my purchase as the PC was sold to me with "Bloatware", the machine insisted I bought various "security" packages, otherwise my privacy would be compromised. (Gee, what happened to a simple home PC at this point?)  I tabled this machine for about 6 months (thus never noted the defect), in which it's 90 day warranty was expired.  Again, I put the machine in mothballs for another year or so.

 

I had found later via HP tech forums that there was a bad memory slot, appeared one of the gold fingers was severely deformed & twisted holding one of the memory cards. These Cards I found are integrated with the Video memory as well.

 

Fortunately, a support tech did provide me with information to bypass this slot, unfortunately I was only able to use 1/3 of the PC's memory capabilities. 

 

I was able to get about 4-5 years out of this machine until it developed additional issues, I managed to remove bloatware warnings, & never put the unit online, just used it for home book keeping, & AV editing.  

 

I paid about the same as what you paid for your nit (around $500), though lesson learned, I'd never pay that much for a refurb.  I was more used to generic "build yourself" machines, the Dell's & HP's are too proprietary.   I like a home desktop, as I integrate with AV equipment.  

but the stock answer I get, is "Dude... just go get a notebook or phone",  desktops are unfortunately becoming dinosaurs (Except gaming PC's for Millennial & Gen-Z Gamers of course)      

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Periodic Contributor

Thank you for your reply.  The computer was supposed to be new, not refurbished.  I bought the computer on one of Dell's sales.  The regular prices was $749.99.  The thought had occurred to me that Dell could have sold me a refurbished unit.  Is there a way to determine whether a computer is new or refurbished?  Dell offered me a refurbished computer as a replacement for mine but I said no to that offer.

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I've become very leery of purchasing anything "Refurb" as in the mentioned experience with HP, this "defect" didn't always surface, it eventually became more common, the PC was probably defective from the factory, was sent back, a tech turned it on & it worked fine for 10 minutes, & was re-boxed as a refurb. 

 

I went through 5 Refurb "replacement" Dehumidifiers from LG in a 5 year period, the longest lasting just over 2 years, they did keep replacing them in the balance of my 5 year warranty, yet it appeared whoever was refurbishing these was incompetent. 

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Here in MA we have an Attorney General for such complaints but better than that is the local Channel which has a consumer advocacy person who will deal directly with a company and usually gets outstanding results..Do you have a local TV station that offers the same..If not call them to see if someone on their staff could be of assistance to you to get results...I wish you well I once had a Dell but didn't experience the problems that you have had...I can't see how a well known company would act like this because they want public exposure for good experiences not bad ones as it makes the public shy away from dealing with them..Hopefully if this gets resolved you will let us know about it..Good Luck!

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Periodic Contributor

Thank you for your reply.  Going to the AG is a good idea.  I thought about it but I've heard they are very short handed on staff so I thought they might not do much with it.  On the other hand they certainly won't do anything with it if I don't file a case with them.  Thank you.

 

I live in Gloucester for about a year back in the 1970's before moving to Alaska.

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You know @longtimealaskan , @jonibee  has a really good suggestion here.  Your brief description paragraph could be your letter to the state A.G. with just a couple edits.

Dell's attitude may well change facing the prospect of a story about an Attorney General taking action on behalf of a citizen making the evening news.

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Thank you for your reply.  Yes, jonibee and you have made good points.  I will contact the AG and file a complaint.  I have written to the Dell corporate office 3 times.  The problem I'm having lies with the manager of the Advanced Resolutions Team that deal  with problems Technical Support staff can't fix.  After the tech support staff tried to fix the computer and failed the Advanced Resolutions Team took over the case.  I would have preferred to have let the tech staff try again.  The guy in ART always offered me something that was clearly less than  the value of the computer I bought (if said computer was actually working).  I had a clear picture that he would only settle the case if I accepted a refurbished computer or a computer without a warranty, something that was a "win" for him.  My letters to Dell's corporate office are always forwarded back to this guy who has already made his decision and is not going to change it.

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Sympathies for your troubles @longtimealaskan .  I am not given to Brand loyalty, but I can remember back in the 1990's when having a Dell was considered something special.  I'll admit I owned a couple along the way.  The second one was less reliable than the first one and had to be repaired twice.  That experience combined with that cheesy 'Dude You're Getting a Dell' ad campaign turned me off.  Long story short...now, when I want a new desktop for home, I build it myself...get twice nearly twice the system for the same price as a Dell...plus the satisfaction of have selected the components and assembled the system myself...if your into that.

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Conversationalist

My company in the '90's dealt mainly with Gateway, the PC's were OK, but the other hardware was sub-par.... mice, keyboards, monitors. 

 

Dell, & HP use many proprietary parts.  I had a couple of Power-Spec Machines (Micro-Centers House Brand), that were great & easy to work on, & all components replaceable off the shelf.  Recently looking at these, they are sometimes costlier now than a Dell or HP, so you can see how the quality has likely slipped.    

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Periodic Contributor

Thanks again.  Building my own computer is not a viable option for me, unfortunately.

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Where do you get the components?

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I've been doing it long enough to have seen multiple suppliers come and go @TomD857140  so I'm not inclined to name anybody lest it be misinterpreted as a recommendation or referral.  Suffice to say sources and tools are not hard to find both online and Brick-n-Mortar.  Some components can even be obtained directly from the brand's web site.

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