Dell España - Dell Spain
This is a true story. It shows how Dell functions in Spain !!
March 2008 - we purchased a Dell Precision M-90 Work Station ("M-90") in Madrid, Spain for around 2,000 Euros ( $2,700 ). This was to be a back-up.
April 2010 - we began using the M-90 - when our main computer failed (after 10 years of use).
April 2010 - we began using the M-90 - when our main computer failed (after 10 years of use).
October 2011 - we began having BSOD (Blue Screens Of Death) crashes. The Dell M-90 would not boot. (The first recorded Crash Time: 09/10/2010 11:33:40 - after only five months of use.)
Until this time - we had phoned Dell in the USA - who wrote that we had life-time technical support. They were fantastic - especially PRO-SUPPORT. They re-installed Windows and the computer worked - yet the BSOD appeared often. We looked up why >> M90 video issues - Lawsuits - More Lawsuits - Nvidia - design defect
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| Dell España |
November 18 - we phoned Dell in Spain - to purchase an extended warranty - one year NBD. Their Customer Care is in North Africa (Morocco) - and the reps are Moroccan ( with a VERY different mentality ).
November 25 - Dell Spain finally sent us a proposal - yet info was missing - they sent it slowly - ( 8 days )
November 25 - Dell Spain finally sent us a proposal - yet info was missing - they sent it slowly - ( 8 days )
December 5th - 17 days after first inquiring - we emailed our acceptance of the terms.
December 9th - Friday - we made a bank transfer to pay for the extended warranty.
Dec. 12th - 13th the money was in Dell Spain´s account. Dell dated the warranty from December 5th.
We wrote that we believed the date of the guarantee should be from the time Dell Spain received the payment. They wrote that the warranty is usually respected for two weeks after the date on the contract.
This was such a battle with them - that we gave up. (Dec 13th + - instead of Dec. 5th).
Then we revised the contract. It contained numerous other errors than just the commencement date.
We emailed Dell Spain Customer Care about these errors. They answered that the guarantee is in their system - and shows no errors. All was fine.
January 2012 - We called to use our warranty. Dell said there was no warranty in their system.
February 3 - Finally - after weeks - Dell España figured out how to activate the warranty. They wrote us on Feb 3, 2012 that they had fixed the errors in their system - and that the guarantee was now active.
We asked them to postdate the year guarantee to Feb. 3rd - because, logically, the guarantee became effective on that date - not before.
Talk about opening a can of worms ... read the emails - separated by dates - to see WHY NOT TO BUY ANYTHING MADE BY - DELL - IN SPAIN - or elsewhere !!
We also spent hours on the phone - with the Spanish and North African Reps - kept a log and will also publish this.
All calls to Dell Spain are toll calls @ 5.40 euros = $7.24 / hour - even to buy a computer - accessories - technical support - information etc !! Our bills were astronomical !!
Although this site is far from finished - we sent a note to Mr. Dell himself - via Facebook:
Dec. 12th - 13th the money was in Dell Spain´s account. Dell dated the warranty from December 5th.
We wrote that we believed the date of the guarantee should be from the time Dell Spain received the payment. They wrote that the warranty is usually respected for two weeks after the date on the contract.
This was such a battle with them - that we gave up. (Dec 13th + - instead of Dec. 5th).
Then we revised the contract. It contained numerous other errors than just the commencement date.
We emailed Dell Spain Customer Care about these errors. They answered that the guarantee is in their system - and shows no errors. All was fine.
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February 3 - Finally - after weeks - Dell España figured out how to activate the warranty. They wrote us on Feb 3, 2012 that they had fixed the errors in their system - and that the guarantee was now active.
We asked them to postdate the year guarantee to Feb. 3rd - because, logically, the guarantee became effective on that date - not before.
Talk about opening a can of worms ... read the emails - separated by dates - to see WHY NOT TO BUY ANYTHING MADE BY - DELL - IN SPAIN - or elsewhere !!
We also spent hours on the phone - with the Spanish and North African Reps - kept a log and will also publish this.
All calls to Dell Spain are toll calls @ 5.40 euros = $7.24 / hour - even to buy a computer - accessories - technical support - information etc !! Our bills were astronomical !!
Although this site is far from finished - we sent a note to Mr. Dell himself - via Facebook:
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Screen Shot above - was taken - Wednesday, December 05, 2012, 5:37:21
- Luna Bombe MR. DELL - Read about your Services in Spain. We are absolutely speechless and "fed-up" - > http://dell-spain.blogspot.com
- Jan Voich MR. DELL - Read about your Services in Spain. We are absolutely speechless and "fed-up" - >http://dell-spain.blogspot.com
PLEASE UNDERSTAND OUR INTENTIONS OF CONSTRUCTIVE CRITICISM.
Dell España
dell-spain.blogspot.com
We do want to comment that DELL SPAIN TECHNICAL SUPPORT is fantastic. Carlos Tatis - technician is great.
NOW - DELL - PLEASE CHANGE YOUR CUSTOMER CARE PEOPLE !!
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| Dell España |
NOTE: This is a summary of accounts. The true story about a computer crashing - losing all your carefully configured programs - the anxiety - loss of valuable time - lost sales - lost information - etc. is too agonizing to write about in detail.
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