I recently purchased a new Dell Dimension 4100. After setting it up and
plugging in my new computer nothing happened. I tried everything
I could think of to solve the problem. Next I called Dell Tech
Support and was on the phone with them for an hour going thru troubleshooting. After an hour the tech person told me the motherboard was
no good. Hello? Don't these folks test their products before shipping them
to a customer??!! They were supposed to have a tech person in my area call
me the following day to make an appointment to come fix the problem. No
one called me so I called Tech Support once again. The guy on the phone
was actually snippy and rude to me! I reminded him that I was the one being inconvenienced. Supposedly they are sending another motherboard to be installed.
Has anyone here had any problems dealing with Dell? I went with them becauseI had always heard great things about their product and tech support. This is a very poor customer service, IMO!!

Hi Melody,

I recently purchased a new Dell Dimension 4100. After setting it up and
plugging in my new computer nothing happened. I tried everything
I could think of to solve the problem. Next I called Dell Tech
Support and was on the phone with them for an hour going thru troubleshooting. After an hour the tech person told me the motherboard was
no good. Hello? Don't these folks test their products before shipping them
to a customer??!!

Actually, they usually do. This is what I call a "DOA PC" and is often aused by hardware getting jostled in transit. You may be able to open the PC up and look for something that has come loose, but ask for authorization first so they don't accuse you of tampering with the box.(See here for more ideas on this (http://www.PCGuide.com/buy/aft/prob_DOA.htm).)
They were supposed to have a tech person in my area call
me the following day to make an appointment to come fix the problem. No
one called me so I called Tech Support once again. The guy on the phone
was actually snippy and rude to me! I reminded him that I was the one being inconvenienced. Supposedly they are sending another motherboard to be installed.
Has anyone here had any problems dealing with Dell? I went with them becauseI had always heard great things about their product and tech support. This is a very poor customer service, IMO!!
I would have to agree. They do have a generally good reputation, but it's a big company and there are always bad apples. The job market is tight now and companies are scrambling for warm bodies, and the results show.
If you run into someone obnoxious in the future, remain calm and use this magic incantation:

"I'd like to speak to your supervisor now, please."

Works every time. Well, just about every time. http://www.PCGuide.com/ubb/smile.gif

Let us know how it goes.

------------------
Charles M. Kozierok ( ixlubb@PCGuide.com )
Webslave, The PC Guide (http://www.PCGuide.com)
Comprehensive PC Reference, Troubleshooting, Optimization and Buyer's Guides...

As Charles says, problems like this one are usually caused by jostling in transportation. You didn't say what they did in the way of troubleshooting. Did they have you open the case to check connections and seating?

If the problem is indeed a bad motherboard and you have the standard 1 year onsite warranty, I'd make a fuss about having to replace the motherboard myself, unless you've done it before. It's a mederately difficult job, you have to make sure to ground yourself, etc. IMO, no one should be having to swap in a new motherboard themselves on the brand new PC. Pleading total computer ignorance, while reminding them of the onsite service warranty and mentioning that you are still within the 30-day return guarantee will often get you onsite service.

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S~~

I agree wholeheartedly with Samantha's suggestion. Do not under any circumstances replace the motherboard yourself.
A motherboard is the hardest component to replace. Not that you couldn't figure it out, but on a brand new machine it should not be necessary. And if you ever later on have any sort of problems with this machine, the next "Hope you enjoyed your 2 day training course in tech support, there's the phone" representative will blame anything and everything on you. http://www.PCGuide.com/ubb/smile.gif

------------------
Charles M. Kozierok ( ixlubb@PCGuide.com )
Webslave, The PC Guide (http://www.PCGuide.com)
Comprehensive PC Reference, Troubleshooting, Optimization and Buyer's Guides...