I have the a new (3 days old) 2320. No sound from either the HDMI or composite inputs. Have video input from both. "Tech support" did not have a clue what was wrong. They kept testing audio output which shows they don't understand the diference betwen input and output. This includes "supervisors". I suggested a problem withe a/v input board. Eventually they offered two options. 1. Have a tech do a home visit and change the a/v input board and the mother board. 2. Dell would send me a "new" system which would take 3-4 weeks. After much discussion about Dell really sending a "refurbished" system vs a "new" system I accepted the "new" system. Considering Dell does not sell or manufacture the 2320 at the present time it will probably be a "refurbished' or down graded system which will be returned to Dell and I still have the option of home tech repair. "Tech support" keeps assurring, in fact guarranty, a new unit. How can a "call center" guarranty anything? I have been a Dell customer for almost 20 years and "tech support" was better when totally, at no charge, based in the United States.
The following is a letter that has been sent to Dell Inc. in Round Rock, Texas.
The purpose of this communication is to file a complaint concerning Dell “customer and technical support”.
I have been a Dell customer for over eighteen years which has included the purchase of eight systems (System Tags not posted here, but included in letter). I have always had exceptional customer and technical support.
On September 24, 2012 I purchased and placed into service an Inspiron One 2320 (Service Tag included in letter). A problem was found in that there was no sound from the HDMI and composite inputs. Numerous calls were made to “technical support” and “customer support” which all turned out to be a call center in India. At first all “technical support” did was to delete and reinstall audio output drivers even though I continually explained it was an audio input from the HDMI and composite connections. This even occurred with “supervisors” and “managers”. The issue was “elevated” to something called “the corporate office”. A person in something called the “Executive SWAT Support Team” stated that the issue has been “elevated” to a “senior engineer”. The “Executive SWAT Support Team” member is going to contact me when there is a resolution. This merry-go-round has been going on for over three weeks.
After my son and I did some exploring today we found that the volume controls for the HDMI and composite inputs are on the left side of the unit and we solved the problem. The “Quick Start Guide” references “Volume Increase and Volume Decrease Buttons” on the left side of the unit which was assumed are for the computer volume level. This is very poor documentation and instruction and the only documentation and instruction that came with the unit or online. What is even more disconcerting is that “technical support” at all levels, including a home tech visit, did not know that these buttons controlled audio input level.
I have come to the conclusion that “technical support” and “customer support” at all levels are incompetent. They do not know Dell systems, how to troubleshoot, do not listen to customers, talk down to customers and called this customer a racist. The issue should have been resolved at the first call to “technical support” which would not have even been necessary if the documentation and instructions were adequate.
Based on this totally unacceptable experience this will be my last purchase and recommendation of a Dell product. Dell ‘technical support” and “customer service” has become the lowest and most frustrating I have experience from any company.
I would opt to have a tech come to your home, since the people you've worked with so far have no actually determined if there is a problem. This is one of those cases where being in front of the computer can help, assuming the person they send knows how to set up audio/video input. I admit I've never worked with one of these systems so I can't tell you.
Please post back and let me know if you need more help.
It was really a coin toss. I still have the option to have a tech come if the system they send is not to my approval. You are correct in that it depends on the person they send. Of course the system they send could have the same or different problems. The customer takes chances either way.
I'm just curious whether there's an actual problem or the techies just don't know what they're doing, a distinct possibility.
I would not worry about a refurbished system. Everything that's not brand spanking new is referred to as refurbished. But often these are perfectly good systems that may have been returned or needed a part replaced. They undergo additional testing so there's an even better chance of getting a system that works the way it should.
There is an acutal problem. No audio input from the HDMI and composite input conncetors through the a/v inpu tboard. I had to tell the "tech specialists" that these were not audio output connectors and that there was probably a problem with the a/v input board. They kept testing audio output, deleting and reinstalling audio drivers even though there was audio output through the speakers. This included "supervisors". It became clear that they do not know Dell equipment, how to troubleshoot and to understand what the customer is telling them. It seems they are going through the motions reading from computer instructions no matter what the customer tells them acting like "corporate robots".
I am very familiar with Dell refurbished systems since I have purchased and/or received a number of them from Dell. When you purchase a refurbished system you can not configure the system. You choose the already configured system which meets your needs. In this case, Dell does not manufacture the Inspiorn One 2320 which this system is. They manufacture the Inspiron One 2330 at the present time. There are specifications on my system that Dell does not offer on the 2330. I am being told by "tech support" that I will receive a new exact system that I have. I told them that if it is a refurbished system I will not accpt it and was told then I can then have a home visit by a tech to replace the a/v board and motherboard. This is how they wanted to solve the problem. Legally Dell can not claim a system as new once it has left the factory and returned for whatever reason. It has to be classifed as refurbished. In this case "tech support" stated it will take 3-4 weeks to manufacuture the system. Refurbished systems can be sented the next day. It will be interesting to see what shows up at my doorstep.
After much pursistance I was finally informed what the specs of the "exchange" system would be. The "Corporate Office" (in India) started reading the specs and the first thing he told me was that the "exchange" system would not have the touch screen feature which my present system has and was one of the main reasons for purchasing the present system. I told him this would be downgrade. He stated he do me a favor and "upgrade" the memory to compenstate me for the difference. The present system has 6 gig with a system max of 8 gid. I can purchase the upgrade for $40.00 if I even really need it. I told him to cancel the "exchange" system and demanded a home tech repair which he said he would "dispatch". The next day he called me back and asked me to explain the exact problem I was having. He kept referring to an audio output problem. After a heated discussion which included the compentancy of the Dell "tech specialists", "supervisors" and "Corporate Office" he stated he was going to elevate the problem to a "senior tech specialist" and which point I told him I was told this had been already done. It seems like Dell "support" (in India) keeps the customer on their merry-go round hoping the customer will give up and just live with the defective system. I had a phone voice message from something called Worldwide Service stating they represent Dell and they want to set up a day and time to repair the system. It will be interesting to see what parts and problem the "Corporate Office" (in India) "dispatched". As stated previously, I have been a Dell customer for almost twenty years (nine systems) and have never had such poor technical and customer service and it seems the real "Corporate Office" in Round Rock could care less about their customers. So much for a previous twenty year customer. HP might just be better.
Nice to hear you were able to work it out.
What kind of help can you possibly offer? Too bad you did not get the subject and intent of the letter to Dell. Bottom line is Dell tech and customer support (in India) is incompetent and it is the only support available (either phone or online). Based on this experience, in my opinion, Dell support is the lowest and most incompetent of any company I have delt with and Dell corporate (Round Rock) does not care about their customers.
Sorry, I'm just a customer like you. As I mentioned before, I'm not really familiar with that model, so there was no way for me to let you know all you had to do was look at the other side of the display for the proper adjustment.
So problem solved! Have a nice day!
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