My Inspiron 530, purchased from Dell Outlet just over a year ago, loads up Vista and then the screen goes black with a cursor. I'd done the Extended Diagnostics which brings up error codes for one of the hard disks (2 x 500GB HDDs). I've got a "4 Year Hardware Support" warranty, which I was assured covers everything and is On Site.
I phoned Dell at 8am on Monday quoting the Service Tag. I was told that no-one could give me advice as I don't have a warranty (!) and that it'd cost me to proceed further. I phoned back after retrieving the Invoice, quite irritated, but hoping things would get sorted quickly.
Then I was told that I'd have to PAY for the hardware the engineer installed! I got very annoyed and told her as far as I knew I was covered and I wasn't paying a penny. Eventually she said it would be free. Do the call centre staff just not know their stuff?
I told the advisor about the Extended Diagnostics error codes for the HDD, and she told me to do a Custom scan for both Hard Disks. She'd phone back in an hour. It became pretty plain that the scan would take MUCH longer as both hard drives are so big. From 8.30am the scan was running til 8pm!
After a few more phone calls in "another hour" to check the results of the Custom Scan, I said Look, surely the Extended Diagostic codes are enough. I don't want to wait for this Scan to finish, then you'll put me through to an engineer who'll phone with a slot. Just send an engineer out asap!
Is this typical of Dell Customer Service? They were wonderful when I was buying my PC..this experience stinks so far. The engineer will be coming out today, between 9am-5pm (my birthday too :-P)