They offered to replace the system with another Inspiron (that's what you've got, right?), or refund your money. Sounds like they've extended every possible courtesy to you. Or did you want someone to come over and cook for her as well.
I will never purchase from them again.
Which is a shame because my last computer, as well as those of my daughter, sister & mother, were all Dell computers and very good. However, after what I went through today-- and what they put my 92 year old mother through-- is down right inhumane and should be criminal!
I purchased a new Dell computer, Inspiron All in One, for my mother on Feb. 7, 2011. On March 13, 2011 the screen went black. My mother called Dell and the representative insisted on sending a tech out to replace the systems board and hard drive. Sounds like most of the guts of this computer to me--so why not give her a new one? But, no, they insisted on sending a tech out and repairing it.
The first tech came out on Wed. 3/16/11 but hadn't a clue how to work on it. The second tech came out on Friday, 3/18/11, and replaced everything. On Monday, 3/21/11, the computer screen went black AGAIN. So, my mother called the company once again-- and once again they refused to replace it; rather, they decided to send out a tech to repair it AGAIN. (What's left to repair?!) So, they told her they would call her back to schedule the appointment for the tech to come to her home, and then a customer service rep. would contact her on Saturday, 3/26/11 to make sure everything was ok and fixed properly. Saturday rolls around-no appointment and no call from Dell.
This is where I take over and the nightmare continues?
On Saturday, 3/26, I spent 2 ? hours on the phone with Dell trying to reach a person who could fix this computer and situation. During this time the following occurred: I was disconnected once; I was switched to 5 different departments; and I was told that Dell didn't have the part to "fix" the computer and it was on back order. No one bothered to contact my mother to let her know. Meanwhile, she has no contact with the outside world without her computer. And at 92, you don't spend a lot of time driving to your friends' houses anymore. Her computer is her link to the world and her entertainment.
When I finally reached a manager after 2 ? hours he told me the only thing he could do is send me a new Inspiron computer. Why would I want that!! The guy was not going to budge on his decision even an inch. When I requested to speak to his superior, he told me someone would contact me in about 5 days. I told him that was unacceptable. He told me to take the computer or a full refund. I chose the full refund and told him I would be purchasing a different brand and posting my story on facebook and any other forum I could find. At that point he told me "Corporate" would be contacting me within 24 hours. It almost sounded like a threat. So, I told him I would be more than happy to speak with "Corporate." Not sure they will be happy to speak to me but we shall see.
Finally, during the 2 ? hours I was waiting on the phone with Dell, my sister did some research and discovered numerous reviews of this computer-ALL of them complaining about the same problem of the computer going black and having the hard drive replaced several times.
Clearly, this computer is a lemon. And clearly Dell knows this (since it's also been a topic of discussion on Dell's online forum) but it is not fixing the computer nor giving a different computer to customers nor issuing a recall of defective equipment. Perhaps Dell has too many customers and can afford to lose some?
Moral of my story, don't buy Dell computers. They have very poor customer service. But most of all don't purchase their Inspiron 2305 All in One.
Update: Dell's Corporate office called today only to assure us they would process the refund to see if it was approved! That was an interesting choice of words. I requested that someone above the guy I was speaking to call me and he stated "No one will call you". Wow, what does that say for Dell? Dell obviously has far too many customers and doesn't need all of us peons!