I purchased laptop computers and some accessories in The first unit was defective and sent back for a replacement Somehow the added an additional $ to my accountTheir service staff have problems understanding the English language and are also very hard to understandI spent 1/hours ont the phone and transferred to every deptwasn't able to get an answer Just recently I was told that they did make a mistake but I didn't dispute it in time so they can't make an adjustmentI told them I was going to file a complaint with you and then the A.GOffice
I purchased a computer from Dell Over days, It took about hours on the phone and e-mails to get the order correct and get it shipped to the correct address Polite customer service but can't get anything resolved I then ordered a monitor to use my $in rewards I could find no place to enter rewards during order process and in trying to do so, the order completed Have tried over a week to get credit for rewards Dell will not allow once order is submitted I now look on my account and it shows no rewards available I feel I now have lost the $coming to me Rewards program is very difficult if not impossible to use
Called customer service after returning product several weeks ago and was given a specific time line and a refund date which is borderline criminal for that amount of days that a person has to wait for a refund of a defective productI was denied the satisfaction of speaking to a manager by every customer service agent that I spoke to My case has been mishandled and they are refusing to correct my concern nor tell me how to get it resolved I had numerous hangup and non logging of my calls by 50% of the people that answered I could barely understand there English as this was definitely not their first language This is not an issue but when there is a communication barrier and they refuse to transfer call to someone that I can communicate with is also extremely poor customer service I would like my refund back asap, like today and not tomorrow because it has been since December 26th when my item was logged into receipt at their warehouse
Dell continues to send me marketing and sales materials via the US Postal ServiceI've requested to be removed from their mailing lists no less than times in the last yearsI've already filed one Revdex.com complaint (***), to which they responded, but to no availI continue to get junk mail from themThis must stopI have kept copies of the materials I've receieved and noted the date receievedI can document this
My computer is broken AGAINThe Dell Warranty division is hard to communicate withI asked for a system exchangeThey said they would get back to me in a few daysI don't have time to waitMy computer has been broken more than it has been working since I have owned itplus service calls on this computerDell wont respond to this Revdex.com report eitherThey just ignore their customersWhat a shameI will never buy Dell again and we have been long term customers
Bought the system from Dell directly on line in September Extended the warrantee for an additional yearmonths after delivery the administrator account corrupted and Dell Tech Support was unable to fix so account had to be deleted and recreated, but not all files savedSystem was very slow after that " fix " and then on 04-30-another occurrence of account corruption and this time when tech support was trying to access the computer remotely he had issues so I was asked to pull up the " Go To Meeting " website so he could gain access that wayIt took him forever but finally he determined that the Hard Drive was badWhen I asked when I could expect a replacement he said they would be sending out a tech within hrsto replace the Hard DriveIt was days before the tech cameThey sent him with a faulty Hard Drive and it would take a couple of days to shipHe came back days later and this the hard drive is good but the version of Windows was badHe left "doing a
to whom it may concern:
I purchased *** LG TV from dell back in December 2015, and I returned it a few days later for another onehowever, dell received the television in the warehouse on 1/28/(pilot tracking # ***)since then I have been calling dell regarding my creditand I am not getting any whereAlso numerous requests was sent via- emails to the return & warehouse departments by myself and dell repsAs of today, I was told by Mr*** from return deptph.# (###-###-####) that the credit was issued on 2/18, which was not true according to dell financial departmentI was told that the credit was cancelled with explanation my order# is ***and my refund should be $ credit to my dell account
thanks
The customer service I have had from Dell has been absolutely horribleI placed an order on November 23rdReceived an email and the order status online shows it as "in process." I have followed up MULTIPLE times in two weeks and was told my order was "in process" and was fineI missed out on all other black Friday and cyber Monday deals and was just TODAY (12/6) told that it was cancelled and will not be processed after I called yet again to check on statusYet, I have NEVER received an email from Dell and the order still shows as "in process." There should have been NO payment issue as I have more than enough funds in my account to cover the order and have not shown any attempted debits from Dell on my bank statementI have not received an email or other communication from Dell stating there was a problem with my order and have had to spend numerous hours on hold with customer service to try to resolve the issueAll I wanted is to pay for the TV with the deal I was originally of
On 11/25/I ordered a tv from Dell.com
I was not satisfied with the tv called dell they sent me
A return label ,took it to UPS and shipped the TV to dell
In Lebanon,TN,US and according to UPS tracking
number *** it delivered on 12/07/at 10:51A.M to
*** *** *** ***
Since then I have been trying to get my refund for the amount of
$and each time I speak with somebody at Dell they tell me to wait to business days and I will get the credit to my Discover card up to this day I have not
I had a very negative experience with Dell and while they seemed to have resolved my issue since I was persistent, I believe other consumers could be hurt and mislead by Dell's actionsI originally purchased my dell on March 4, from Amazon as a new Dell computer with a 1-year warrantyRecently an issue has popped up with my computer and with a few weeks before my warranty were to run I believed I was alrightWhen I called Dell they notified me that my warranty had ran on Feb, I told them this was incorrect since I had the invoice and proof I had purchased it on March They then transferred me several times trying to extend my warrantyThe 5th call the technician let me know that the computer's warranty apparently had started running in November 2016, when the computer was sold the the 3rd party seller who then uses amazon to sell the productEssentially they were telling me the warranty had already been running for about months while it was sitting on a shelf before I was even able to purchase the itemUnder federal law, according to the Magnuson-Moss Warranty Act requires manufacturers and sellers to give detailed information to the consumer about their warrantyI let them know this and also let them no in no way was I notified that the warranty had apparently already begun when it was with the seller, and that I was told it began year from my purchase date March 4, I asked to talk to a supervisor who also said he could not help me nor extend my warranty since it had begun in November despite the fact I had not purchased nor any other consumer had purchased the computer until MarchAfter this phone call I was transferred again where they again tried to make me purchase another warranty where I refused and again asked to speak to a supervisorAfter being transferred over times and about hours later they finally gave me a solutionI was able to e mail my invoice of my purchase and from that they changed my warrantyI am no longer an injured party but I am concerned and do believe that Dell is telling purchasers of their computers that their warranty is up since it had been running before the consumer had even purchased the itemThis seems extremely unethical and to me illegal practice by a business
I purchased a dell laptop almost month ago and still under warrantyI discovered many problems with the laptop and reported that to customer supportTwo weeks ago, I sent the laptop to them but returned without any repairs and also my ac charger is missing and they claimed that they sent a new one to me with the laptop which is not trueTwo days ago, I contacted the customer support again and stayed on the phone for two hours between technician and taking to a manager who confirmed that the laptop still not repaired and he is goong to send me an email in two hours and a service box to return the laptop for repairs that never happened! Also he asked me to report the missing ac charger after the laptop gets repaired which I could not really understandThe issue now I want to report:
- Very bad service with no respect as this laptop is the only machine I am using for finishing my jobsIt has been almost two weeks in this issue
- totally fix or replace my laptop as it has man
I spoke to Dell Sales (Salesperson: *** *** on 02/04/2016) he was nice and gave me a quote for my required machineQuote No *** for USD with a validity of 03/05/
I confirmed the order on Feb 10th, with a gentleman *** *** the details are: Dell Purchase ID : *** Cr : ***
I received the order email confirmation for order No ***, when I check the order I found the following descrepencies
my order included : 490-BCZG NVIDIA(R) GeForce(R) GTX 980M with 8GB GDDR and 450-AAJI 240W AC Adapter
when I checked I was being given a 490-BCLG NVIDIA(R) GeForce(R) GTX 970M with 3GB GDDRwith a 450-AAGU Power Supply : Alienware 180W AC Adapter
I called back and was connected with one Victor ***, emply ID from cancellation and reentering order teamThis is where the problem begins: no matter how hard I tried to explain him he just kept saying that I am cheating dell and he is goi
On March 29th, I ordered an Inspiron series laptop for my grandson Order # *** to be sent to himTotal price $including taxThree days later, the price decreased by dollarsI called Dell and spoke to *** who said I would receive the $after the computer was deliveredCase number ***According to the tracking number from Fed Ex, it was to be delivered on April 6thWhen it didn't arriveI called FedEx who said they never received it and to call DellI did, and Dell said it was shippedI spoke to ***, a case specialist and he said I would receive another dollars for my inconvenienceCase # *** and he would try to find out the problem of where the computer was He sent me a confirmation email about the $ He connected me to *** *** ** ***, a resolution specialistShe looked up my case ***She also said I would receive the $for the price guarantee in to business daysShe sent me a confi
I purchased a computer on Dec 20th from dell onlineThe computer arrived on Jan and did not workI contacted tech support spent hours on the phone while they tried to fix it and they decided to ship me out a new unitThe arrived around Jan and it also had the same issueI called tech support and the had to diagnose again for another hoursThey then decided to send a tech to my house with a new hard driveon around Jan 22st the tech came installed the hard driveI proceed to take picture of everything that happened while setting up the computer and days later same problemI contacted tech support again two days later they contact me and tell me to send my computer back to themNow it's going to be another couple weeksI the mean time I decided to contact there customer support team about my issues and frustrationShe asked is there anything they could do for me and I asked for an upgraded system because of the time involved and she said she would do her best to ma
Pilot, the carrier, has advised me that sincer last Friday, they have been unable to pick up the item I have paid for, because Dell or its local rep, do not have it ready for freight I have sent Dell numerous emails and had a chat this morning with one of their reps, who, as is always the case, doesn’t understand English “ Third sendingNOTHING IS HAPPENING BECAUSE THE ITEMS ARE NOT READY TO BE PICKED UP, AGAISPOKE DIRECTLY TO PILOT, THE SHIPPER THIS MORNINGSOMEONE ANSWER ME PLEASERe: Automatic reply: Dell Order Has Been Confirmed for Dell Purchase ID: 2006746778864.” Either the carrier is lying, which I do not believe or there’s some other answer to where my items isDell says it was picked up Friday and will be delivered tomorrow
We ordered and received an XPfrom DellWithin a few days, it did not workWe received a replacementIt did not work from the receiptWe asked for shipping labels to return both of the malfunctioning machinesWe returned both machines and received confirmation that both were received on November 4thWe have not been credited with the purchase price and interest chargedWe have called numerous timesThe last call stated that there was a credit in the queue but it was cancelled on March 3, No reason givenI was told that my account would be credited within 3-business days and someone would be contacting me with status updatesThis is the fifth business days and I have not received the credit and no one has contacted meComplete lack of customer service and follow up, in addition to sub-standard product
I ordered a television via Dell on Nov Dell incorrectly shipped multiple televisions although I only ordered oneI tried cancelling them by refusing delivery on two out of the three shipments and the two shipments got sent back to DellI have been on the phone for the past months to get my money for both shipments (2K total) refunded but due to Dell's incompetence have only managed to get refund for one shipment so far (on Jan 14)I am still fighting to get refunded for the other shipment and it seems like it is not going anywhereI am paying interest on my credit card for these charges
In September of I purchased a New Inspiron laptop computer
I gave Dell Good money for that computer , And Dell gave me a lemon of a computer It only works when it wants to workIt does not pick up my house wifi when every other device is picking it up fine, It wont let me log on the often, it make sounds of like an electrical short is taking place are something Iv spent hours and hours on the phone with Dells tech support trying to fix this piece of crap computer to no avail
NEGATIVE - I purchased a NEW Inspiron in December About April 10, while on my lap the laptop began smoking and was hot I took it outside until that stopped Found no battery life but worked on AC I spoke with Dell and after long debug time they wanted me to return it for repairs days shipping, 7-days repair and assume days return shippingApril I get a call that the battery is on back order and no knowledge of when available I could have kept the unit until batteries were available so now I'm without my laptop I paid in $US and Dell took my money right away Now I'm without and they refuse to extend my warranty for all this down time Truly I do not have a year warranty as portrayed but something less depending on repair time This is a sham and Dell took my money falsely in that I do not have the produce and did not get a year warranty as advertised I will never buy Dell nor recommend it to anyone Poor product, poor service, poor support
Purchased a laptop from Dell online on 9/16/and it was delivered on 9/23/while I was out of town On my return, 10/I begin working to configure it so it could be used in our business Initially there were problems, the laptop had a bad power adapter and would not update through Windows updates...then when installing Microsoft Office (also purchased through Dell) I found I was given an invalid product key Working with tech support from 10/6/many, many days and was given different product keys but they all said that they were used before Tech support continuously said to give them 24-hours on each contact They never could resolve the issue After getting exhausted from dealing with this and no resolution I just want to return the laptop for credit to our account but they said I waited too long, doesn't matter that their own tech support kept delaying and delaying and can't solve the problem
I purchased laptop computers and some accessories in The first unit was defective and sent back for a replacement Somehow the added an additional $ to my accountTheir service staff have problems understanding the English language and are also very hard to understandI spent 1/hours ont the phone and transferred to every deptwasn't able to get an answer Just recently I was told that they did make a mistake but I didn't dispute it in time so they can't make an adjustmentI told them I was going to file a complaint with you and then the A.GOffice
I purchased a computer from Dell Over days, It took about hours on the phone and e-mails to get the order correct and get it shipped to the correct address Polite customer service but can't get anything resolved I then ordered a monitor to use my $in rewards I could find no place to enter rewards during order process and in trying to do so, the order completed Have tried over a week to get credit for rewards Dell will not allow once order is submitted I now look on my account and it shows no rewards available I feel I now have lost the $coming to me Rewards program is very difficult if not impossible to use
Called customer service after returning product several weeks ago and was given a specific time line and a refund date which is borderline criminal for that amount of days that a person has to wait for a refund of a defective productI was denied the satisfaction of speaking to a manager by every customer service agent that I spoke to My case has been mishandled and they are refusing to correct my concern nor tell me how to get it resolved I had numerous hangup and non logging of my calls by 50% of the people that answered I could barely understand there English as this was definitely not their first language This is not an issue but when there is a communication barrier and they refuse to transfer call to someone that I can communicate with is also extremely poor customer service I would like my refund back asap, like today and not tomorrow because it has been since December 26th when my item was logged into receipt at their warehouse
Dell continues to send me marketing and sales materials via the US Postal ServiceI've requested to be removed from their mailing lists no less than times in the last yearsI've already filed one Revdex.com complaint (***), to which they responded, but to no availI continue to get junk mail from themThis must stopI have kept copies of the materials I've receieved and noted the date receievedI can document this
My computer is broken AGAINThe Dell Warranty division is hard to communicate withI asked for a system exchangeThey said they would get back to me in a few daysI don't have time to waitMy computer has been broken more than it has been working since I have owned itplus service calls on this computerDell wont respond to this Revdex.com report eitherThey just ignore their customersWhat a shameI will never buy Dell again and we have been long term customers
Bought the system from Dell directly on line in September Extended the warrantee for an additional yearmonths after delivery the administrator account corrupted and Dell Tech Support was unable to fix so account had to be deleted and recreated, but not all files savedSystem was very slow after that " fix " and then on 04-30-another occurrence of account corruption and this time when tech support was trying to access the computer remotely he had issues so I was asked to pull up the " Go To Meeting " website so he could gain access that wayIt took him forever but finally he determined that the Hard Drive was badWhen I asked when I could expect a replacement he said they would be sending out a tech within hrsto replace the Hard DriveIt was days before the tech cameThey sent him with a faulty Hard Drive and it would take a couple of days to shipHe came back days later and this the hard drive is good but the version of Windows was badHe left "doing a
to whom it may concern:
I purchased *** LG TV from dell back in December 2015, and I returned it a few days later for another onehowever, dell received the television in the warehouse on 1/28/(pilot tracking # ***)since then I have been calling dell regarding my creditand I am not getting any whereAlso numerous requests was sent via- emails to the return & warehouse departments by myself and dell repsAs of today, I was told by Mr*** from return deptph.# (###-###-####) that the credit was issued on 2/18, which was not true according to dell financial departmentI was told that the credit was cancelled with explanation my order# is ***and my refund should be $ credit to my dell account
thanks
The customer service I have had from Dell has been absolutely horribleI placed an order on November 23rdReceived an email and the order status online shows it as "in process." I have followed up MULTIPLE times in two weeks and was told my order was "in process" and was fineI missed out on all other black Friday and cyber Monday deals and was just TODAY (12/6) told that it was cancelled and will not be processed after I called yet again to check on statusYet, I have NEVER received an email from Dell and the order still shows as "in process." There should have been NO payment issue as I have more than enough funds in my account to cover the order and have not shown any attempted debits from Dell on my bank statementI have not received an email or other communication from Dell stating there was a problem with my order and have had to spend numerous hours on hold with customer service to try to resolve the issueAll I wanted is to pay for the TV with the deal I was originally of
On 11/25/I ordered a tv from Dell.com
I was not satisfied with the tv called dell they sent me
A return label ,took it to UPS and shipped the TV to dell
In Lebanon,TN,US and according to UPS tracking
number *** it delivered on 12/07/at 10:51A.M to
*** *** *** ***
Since then I have been trying to get my refund for the amount of
$and each time I speak with somebody at Dell they tell me to wait to business days and I will get the credit to my Discover card up to this day I have not
I had a very negative experience with Dell and while they seemed to have resolved my issue since I was persistent, I believe other consumers could be hurt and mislead by Dell's actionsI originally purchased my dell on March 4, from Amazon as a new Dell computer with a 1-year warrantyRecently an issue has popped up with my computer and with a few weeks before my warranty were to run I believed I was alrightWhen I called Dell they notified me that my warranty had ran on Feb, I told them this was incorrect since I had the invoice and proof I had purchased it on March They then transferred me several times trying to extend my warrantyThe 5th call the technician let me know that the computer's warranty apparently had started running in November 2016, when the computer was sold the the 3rd party seller who then uses amazon to sell the productEssentially they were telling me the warranty had already been running for about months while it was sitting on a shelf before I was even able to purchase the itemUnder federal law, according to the Magnuson-Moss Warranty Act requires manufacturers and sellers to give detailed information to the consumer about their warrantyI let them know this and also let them no in no way was I notified that the warranty had apparently already begun when it was with the seller, and that I was told it began year from my purchase date March 4, I asked to talk to a supervisor who also said he could not help me nor extend my warranty since it had begun in November despite the fact I had not purchased nor any other consumer had purchased the computer until MarchAfter this phone call I was transferred again where they again tried to make me purchase another warranty where I refused and again asked to speak to a supervisorAfter being transferred over times and about hours later they finally gave me a solutionI was able to e mail my invoice of my purchase and from that they changed my warrantyI am no longer an injured party but I am concerned and do believe that Dell is telling purchasers of their computers that their warranty is up since it had been running before the consumer had even purchased the itemThis seems extremely unethical and to me illegal practice by a business
I purchased a dell laptop almost month ago and still under warrantyI discovered many problems with the laptop and reported that to customer supportTwo weeks ago, I sent the laptop to them but returned without any repairs and also my ac charger is missing and they claimed that they sent a new one to me with the laptop which is not trueTwo days ago, I contacted the customer support again and stayed on the phone for two hours between technician and taking to a manager who confirmed that the laptop still not repaired and he is goong to send me an email in two hours and a service box to return the laptop for repairs that never happened! Also he asked me to report the missing ac charger after the laptop gets repaired which I could not really understandThe issue now I want to report:
- Very bad service with no respect as this laptop is the only machine I am using for finishing my jobsIt has been almost two weeks in this issue
- totally fix or replace my laptop as it has man
I spoke to Dell Sales (Salesperson: *** *** on 02/04/2016) he was nice and gave me a quote for my required machineQuote No *** for USD with a validity of 03/05/
r : ***
I confirmed the order on Feb 10th, with a gentleman *** *** the details are: Dell Purchase ID : ***
C
I received the order email confirmation for order No ***, when I check the order I found the following descrepencies
my order included : 490-BCZG NVIDIA(R) GeForce(R) GTX 980M with 8GB GDDR and 450-AAJI 240W AC Adapter
when I checked I was being given a 490-BCLG NVIDIA(R) GeForce(R) GTX 970M with 3GB GDDRwith a 450-AAGU Power Supply : Alienware 180W AC Adapter
I called back and was connected with one Victor ***, emply ID from cancellation and reentering order teamThis is where the problem begins: no matter how hard I tried to explain him he just kept saying that I am cheating dell and he is goi
On March 29th, I ordered an Inspiron series laptop for my grandson Order # *** to be sent to himTotal price $including taxThree days later, the price decreased by dollarsI called Dell and spoke to *** who said I would receive the $after the computer was deliveredCase number ***According to the tracking number from Fed Ex, it was to be delivered on April 6thWhen it didn't arriveI called FedEx who said they never received it and to call DellI did, and Dell said it was shippedI spoke to ***, a case specialist and he said I would receive another dollars for my inconvenienceCase # *** and he would try to find out the problem of where the computer was He sent me a confirmation email about the $ He connected me to *** *** ** ***, a resolution specialistShe looked up my case ***She also said I would receive the $for the price guarantee in to business daysShe sent me a confi
I purchased a computer on Dec 20th from dell onlineThe computer arrived on Jan and did not workI contacted tech support spent hours on the phone while they tried to fix it and they decided to ship me out a new unitThe arrived around Jan and it also had the same issueI called tech support and the had to diagnose again for another hoursThey then decided to send a tech to my house with a new hard driveon around Jan 22st the tech came installed the hard driveI proceed to take picture of everything that happened while setting up the computer and days later same problemI contacted tech support again two days later they contact me and tell me to send my computer back to themNow it's going to be another couple weeksI the mean time I decided to contact there customer support team about my issues and frustrationShe asked is there anything they could do for me and I asked for an upgraded system because of the time involved and she said she would do her best to ma
Pilot, the carrier, has advised me that sincer last Friday, they have been unable to pick up the item I have paid for, because Dell or its local rep, do not have it ready for freight I have sent Dell numerous emails and had a chat this morning with one of their reps, who, as is always the case, doesn’t understand English “ Third sendingNOTHING IS HAPPENING BECAUSE THE ITEMS ARE NOT READY TO BE PICKED UP, AGAISPOKE DIRECTLY TO PILOT, THE SHIPPER THIS MORNINGSOMEONE ANSWER ME PLEASERe: Automatic reply: Dell Order Has Been Confirmed for Dell Purchase ID: 2006746778864.” Either the carrier is lying, which I do not believe or there’s some other answer to where my items isDell says it was picked up Friday and will be delivered tomorrow
We ordered and received an XPfrom DellWithin a few days, it did not workWe received a replacementIt did not work from the receiptWe asked for shipping labels to return both of the malfunctioning machinesWe returned both machines and received confirmation that both were received on November 4thWe have not been credited with the purchase price and interest chargedWe have called numerous timesThe last call stated that there was a credit in the queue but it was cancelled on March 3, No reason givenI was told that my account would be credited within 3-business days and someone would be contacting me with status updatesThis is the fifth business days and I have not received the credit and no one has contacted meComplete lack of customer service and follow up, in addition to sub-standard product
I ordered a television via Dell on Nov Dell incorrectly shipped multiple televisions although I only ordered oneI tried cancelling them by refusing delivery on two out of the three shipments and the two shipments got sent back to DellI have been on the phone for the past months to get my money for both shipments (2K total) refunded but due to Dell's incompetence have only managed to get refund for one shipment so far (on Jan 14)I am still fighting to get refunded for the other shipment and it seems like it is not going anywhereI am paying interest on my credit card for these charges
In September of I purchased a New Inspiron laptop computer
I gave Dell Good money for that computer , And Dell gave me a lemon of a computer It only works when it wants to workIt does not pick up my house wifi when every other device is picking it up fine, It wont let me log on the often, it make sounds of like an electrical short is taking place are something Iv spent hours and hours on the phone with Dells tech support trying to fix this piece of crap computer to no avail
NEGATIVE - I purchased a NEW Inspiron in December About April 10, while on my lap the laptop began smoking and was hot I took it outside until that stopped Found no battery life but worked on AC I spoke with Dell and after long debug time they wanted me to return it for repairs days shipping, 7-days repair and assume days return shippingApril I get a call that the battery is on back order and no knowledge of when available I could have kept the unit until batteries were available so now I'm without my laptop I paid in $US and Dell took my money right away Now I'm without and they refuse to extend my warranty for all this down time Truly I do not have a year warranty as portrayed but something less depending on repair time This is a sham and Dell took my money falsely in that I do not have the produce and did not get a year warranty as advertised I will never buy Dell nor recommend it to anyone Poor product, poor service, poor support
Purchased a laptop from Dell online on 9/16/and it was delivered on 9/23/while I was out of town On my return, 10/I begin working to configure it so it could be used in our business Initially there were problems, the laptop had a bad power adapter and would not update through Windows updates...then when installing Microsoft Office (also purchased through Dell) I found I was given an invalid product key Working with tech support from 10/6/many, many days and was given different product keys but they all said that they were used before Tech support continuously said to give them 24-hours on each contact They never could resolve the issue After getting exhausted from dealing with this and no resolution I just want to return the laptop for credit to our account but they said I waited too long, doesn't matter that their own tech support kept delaying and delaying and can't solve the problem