Dell Laptop Battery Support Problems
As a computer guy, folks frequently ask me what kind of computer they should buy. Until recently my recommendation was to go with a Dell. I’ve changed my preference although I’m sure you can still find some good deals from Dell.
One of the reasons I’ll stop recommending Dell is their lack of support. Earlier this year I had a problem and now daughter my Erica has been charged over $200 for batteries that don’t match her laptop. You may have read my “Dell Phone Support Disassembles My Laptop” post. Erica’s experience was more frustrating and costly.
Last month, Erica ordered a replacement battery for her Dell laptop after her original battery died. Her problem started when Dell sent her the wrong replacement battery.
Her first call to Dell was unsuccessful because she didn’t have her laptop available when she called. On her 2nd phone call she was told, “sorry”, she was a few days past the 21 day return policy.
After some discussion the support representative decided, as long as it was a replacement and not money back there wouldn’t be a problem. That sounded reasonable until they sent her wrong battery again.
After calling Dell support back expecting them to chuckle at their mistake, she was told it was her problem, not theirs. She could only get a replacement on the wrong battery. A supervisor repeatedly told her “ I don't know ma'am, that's not my problem." Even, the tech support who forwarded her call told the supervisor that Dell wasn’t being “customer centric”.
I should point out that each phone call included a 20–40 minute wait time which is also unacceptable. The real irony is my youngest daughter Amy also replaced her Dell Laptop battery but ordered a 3rd party battery on Amazon. Her experience was a positive one and Amazon’s 30 return policy was clear.
My own recent laptop purchase was a Lenovo ThinkPad and I couldn't be happier. Looks like Lenovo will be my new recommendation.
Thanks to Ben Popkin at The Consumerist
Dell: We Can Only Send You the Wrong Kind Of Battery
Update: Thanks to Dell Customer Outreach Liasison, Larry I'm pleased to report that Erica finally has the proper battery and refund. Snaps to Dell, their customer advocates and the folk(s) who let Dell know of our problem.