The impact of one blog on Dell

Here is a little Dell timeline with some numbers.

The Golden LEAF Foundation releases recruitment package plan to lure Dell to Winston-Salem, NC.

Nov. 4, 2004: A bundle of tax incentives, worth at least $242.5 million over 15 years clears the N.C. Legislature.

Nov. 9, 2004: Dell chooses the Triad as the location for their third U.S. factory. Guilford and Forsyth Counties are possible sites, with 1,500 workers employed within five years. Gov. Mike Easley and Kevin Rollins shake hands to seal the deal. Local governments begin to craft incentives.

Nov. 19, 2004: Guilford lays out its offer of $7.1 million in incentives.

Dec. 7, 2004: Greensboro City Council votes to offer $5.3 million in cash grants and other incentives.

Dec. 13, 2004: Forsyth County passes largest economic incentives package in county history, offering $14.8 million in cash and services.

Dec. 14, 2004: Davidson County approves a $23.1 million incentives package.

Dec. 20, 2004: Winston-Salem City Council approves an $18.9 million package. Combined with the Forsyth County offer, the total package is $37.2 million.

Dec. 22, 2004: Dell said it will build its $100 million desktop computer assembly plant on a 189-acre site in Winston-Salem.

I was reviewing this last April. Just amazing stuff! Ashlee Vance wrote about it for The Register July 21, Dell sucks another $7m out of North Carolina http://www.theregister.co.uk/2005/07/21/dell_land_nc/
Her June 21 article North Carolina residents sue Dell to keep their $270m http://www.theregister.co.uk/2005/06/23/dell_nc_suit/
Ashlee writes, "One thing here is for certain, the longer this legal challenge goes on, the more Dell will suffer in the public's image."

I don't know how one blog will impact Dell, but this one deal in Winston Salem and the lawsuit can't be what they were planning on. Charles Arthur also convered the Jarvis story.
Want to complain about Dell? Forget it http://www.theregister.co.uk/2005/07/11/dell_customer_support/
Dell was trading at $40.51, so the stock hasn't seemed to suffer http://chart.finance.yahoo.com/c/6m/d/dell
It did tumble a little bit in April. That is the chart I was watching.

Here's some information on the NC lawsuit.
Written By: Steve Stanek
Published In: Budget & Tax News
Publication Date: August 1, 2005
Publisher: The Heartland Institute http://www.heartland.org/Article.cfm?artId=17542

If Dell wins in court, we all get subsidized PC's, I guess. We'll see what happens! I thought companies located in the south to avoid labor unions. I guess I was really wrong. The cash incentives and subsidies are just mind boggling. I guess Dell has a goldmine down there. Some of the locals don't seem to like it much. Dude, you're getting sued!

I happen to know for a fact you're going to have your feet propped up on your desk most of today day dreaming about Coronas and senoritas and the meaning of baseball.

I bought a new notebook PC recently (June) and agonized over whether to go Dell or stay with Toshiba. Dell had an appealing offering, but my main concern was a perception that Dell seems to have always had a habit of low-balling quality, as opposed to my numerous positive experiences with Toshiba. My worst fear is not so much encountering a problem, but the fear that I might have to ship the machine away for more than 12 hours. My judgment was that even if Dell really is a "solid" machine, the Toshiba would more likely be even more solid.

I actually ended up buying locally (Boulder, Colorado) from a CompUSA store rather than by phone through Toshiba. The Dell specs looked good, but I actually got to do a test drive in the store. One issue was what the nex WXGA TruBrite screens would be like compared to the older XGA/SXGA/SXGA+ screen technologies.

Another factor was that a friend had purchased a high-end (not cheap) Dell notebook PC a number of years ago and it had some weird screen anomalies that left him and me both a little squeamish about trusting Dell. It was years ago, so I was prepared to look past that problem, but I was simply laser-focused on max reliability and min downtime, even though low-cost was a huge goal.

As far as the anti-Dell blogging, clearly the squeaky wheel gets the attention, so the question is how to discount the "rant" factor to find the reality. I would expect discontent with Dell to be on the rise (in terms of absolute numbers) as they continue to roll up market share and ship ever-greater numbers of units, so I would urge caution as to how to properly measure the extent of discontent.

I wrote a blog post on my Toshiba purchase and had a few email exchanges with prospective purchasers. You can find it by simply Googling the model number (M55-S325) and my name.

Having said all of this and read some of the "rants", I will continue to consider Dell as an option for both my own future purchases and for people I know who are considering purchases. My ultimate advice is "decide for yourself", after you get full and non-biased information.

If anything, the shrill nature of some of these rants would actually lead me to take a contrarian view and consider the possibility that some people are, to use a technical term, simply "sh!t magnets." Pity the poor customer service people who have to deal with them.

As a final note... No, these Dell problems are not sufficient to convince me to "switch" to the non-PCs offered by whats-their-name.

-- Jack Krupansky

Jack, While I agree that perhaps no company is perfect and that maybe Dell's problems scale with their growth...the fact is that totally ignoring irate customers is not a long-term success strategy. Their PR firm is supposedly paid to track and monitor this kind of pubic opinion to prevent just this kind of escalation. And provide valuable public opinion & feedback internally as well. (I can't find the post on the BlogBusinessSummit.com site, but a while back they quoted Dell's PR agency's website where they claimed to monitor blogs as part of their service.)

Jeff Jarvis isn't any other customer (although they ought to all be treated stellarly), he is influencial and trusted to a very large number of people within an amplified word-of-mouth public forum. It doesn't take long for this type of word-of-mouth to spread. Frankly, I've had customer support issues with Dell myself going back to '96, but what I'm really appalled at is how they just dropped the ball altogether on the PR, marketing, customer support dept.

I think it would be helpful to other customers if you can post your complaint/opinion ydell.com

do not buy dell if you think you are going to get your rebate what a joke

I purchased one of Dell’s new XPS 400 computers. I ordered it with Microsoft Windows Media Center 2005 Edition. They shipped it with Windows XP Home Edition. I also ordered a 19” FP Digital monitor, 5.1 surround sound speakers, and a HDTV Tuner card. I returned it all for a complete refund. I ordered the exact same system a second time. The second purchase was charged to my credit card and it was shipped correctly. However, the refund for the first system was $35 SHORT of what was supposed to be refunded. I called Dell customer service to correct this.

I spoke first with Alejandro, Badge # 598405 on Jan. 25, 2006 who offered nothing but guesses and excuses about why there was a shortage in what was refunded, but offered to do nothing about refunding the additional money. I demanded to speak with a supervisor and he told me one was not available, but he would have one call me back within the next two hours. Twenty-four hours passed with no call back, so I called Dell’s corporate offices and punched “0” to get an operator. I asked to speak with someone in Kevin Rollins office or anyone at a senior level in customer service. I was told that NO DELL SR. MANAGEMENT OR THEIR STAFF takes phone calls and that I can only reach them by FAX. I sent a FAX to Rollins and one to John Medica. Another twenty-four hours passed and I Faxed my letter a second time with a cover sheet that said “WHY HAVE I NOT HEARD FROM YOUR OFFICE?” printed in a 36 size font.

It has now been another 24 hours since the second letter and still no response. I tried reaching someone else in customer service and spoke with Josh, Badge # 861529 and again I asked to speak to a supervisor. Josh put me on hold for 32:47 at which time the call was disconnected. I called Dell’s corporate offices and had the operator confirm that I had the proper Fax numbers for Rollins and Medica, which I did have. I then ask her why I had not had a response and she explained that it usually takes TWO TO THREE WEEKS for Rollin’s office to respond because of the volume of mail and faxes. That answer and the fact that no one at Dell Corporate takes ANY consumer phone calls tells me and anyone else how big the CUSTOMER DISSATISFACTION problem is at Dell.

I then asked the operator connect me to a senior manager in customer service. She transferred me to a voice mail box where a message told me to leave all my personal contact and order information and that someone would get back to me within TWO DAYS.

My 21 day satisfaction guarantee will expire in two days. I am not waiting for their call. I am returning the SECOND computer today because I have had an ample taste of what it will be like if I have a warranty issue within the first year of owning the computer. I’d rather spend my time and money a third time to purchase another brand of computer AFTER I do some research on other computer manufacturer’s customer service reputations. I just looked at all the BLOGS on Dell and I’m not going to get stuck in Dell Hell. My Dell is going back TODAY. Maybe I’ll eventually hear from someone at Dell to get my $35 refunded to me as was promised at the time the return was set up with Dell.

The end of the story is that Dell wasted their own personnel’s time with building, boxing and shipping the first system. Money to ship the system round trip to my home and then Dell wasted all the time and money to do the same thing again with a second system (built correctly to my order specifications)…only to have to pay to ship the second system back (which works properly) because their Customer Service department is making Dell’s reputation for them. I simply cannot understand how Senior Management in any company can spend all this money to get a product to a customer only to have it returned for a full refund (and in my case do it TWICE) and then let that same customer spend the rest of their lives bad mouthing Dell….all because they can’t control their customer service department.

Thank you,

Wm. Stevenson, Dell Customer Order # 745976623

My present Dell experience is also miserable with a new computer that has a CD-DVD recorder problem. The customer support/technical support is a joke: the Indians, Philipinos, El Salvadorans are trained to put you on hold,ask lots of questions, promise to solve your problem, "get a supervisor," then disconnect you.

I offered to send back the computer. The woman told me it's too late. I told her I'm not going to pay the invoice from Dell Financial, she told me I have to pay anyhow, whether or not the computer works.

I'm contacting a class action attorney in Boston. Dell is engaging in consumer fraud with faulty equipment and laughable support. Massachusetts has a law related to illegal and deceptive business practices which can result in triple damages to plaintiffs. Dell clearly is misrepresenting their customer and technical support.

Dell is awash in its own excrement created by its huge size and poor support. In my case, I have the computer and the money. Let's see what happens.

Bob

Dell support has destroyed my computer and Mcafee has done consistent false scans. You cannot contact them so beware! Its all a fraud! You can be overrun by viruses etc and the dell system and Mcafee detect nothing! FRAUD!!!! THIS IS MR.E. From MR.E.MEDIA INTERNATIONAL. HELP!!!!!!

We purchsed a Dell Inspirion and pay a little over $1,000 including an extended warranty. After making minimum payments for 17 months, we now (according to Dell Financial Services) owe over $1,500.

We can get no explanation or answers to our questions. It is like trying to talk to a wall.

I just saw a Dell Yahoo ad for security software this morning on the Buzzmachine site. I thought that was strange. I was using the site and it was malfunctioning, so I just stopped using it. I don't know what the problem was, but I have other stuff to do. You wouldn't think Jeff would have Dell ads. I guess he doesn't have a say so in the matter.

Don't buy the hype on the Dell xps 600..It the worst machine I have ever owned. Don't ever finance a Dell the contract makes it difficult to return. Don't ever buy a Dell you will be sorry you did just like me.

I have been thru the Dell hell! It's a horrible thought to have to pick up the phone and call Dell's customer support! What I didn't know when I bought my laptop computor from Dell, is that when you buy the complete care warranty package they offer, Dell does not tell you that IF they replace your computor because it can't be fixed, it will be replaced with a refurbished one not a new one as advertized. I sent mine in twice and it couldn't be fixed so I had no choice but to accept a refurbised one. Stop by and read my posts on Dell at www.wrongblog.com

Wolfbernz

I recently "tried" to puchase and Inspiron b130 advertised in my local paper, regularly $899 specially priced at $499. The features offered on this particular machine were perfect for my needs. I place the order "over the phone" with a Toby Portillo, who was especially accomodating and efficient. He thanked me and said my invoive would be sent to my email address. I was not in a "internet accessible" location for the next 2 days. When I returned and checked the invoice, it, of course, was for the pre-savings price of $899 plus tax, title, and license. Multiple calls, chats, emails only resulted in Tony finally admitting his "doing his job poorly" response, my cancelling the order, and refusing delivery from the ups man. Now, I am faced with the daunting task of getting a full, and approptiate refund from Dell, so I can, since reading the experiences of others, purchse a toshiba, like I started out to some time back. I also understand that Dell has a class-action suit on the west coast dealing with bait-and-switch problems. Hmmm, maybe I just slid in under the wire of dissapointment...think positive, and see if they get it right....

HELP.CAN SOMEBODY PLEASE GIVE ME A PHONE NUMBER TO DELL CORPORATE OFFICES?????????FAX NUMBER FOR KEVIN ROLLINS OR MICHAEL DELL OR ELIZIBETH ALLEN...I TO AM GOING THREW COSTOMER SERVICE HELL...JUST GOT MY NEW $1,300 LAPTOP TODAY.OPEN IT AND TURNED IT ON TO FIND THE SCREAN HAS BEEN SMASHED.AFTER SPEAKING TO TO MANY NON ENGLISH SPEAKIN MISFITS I WANT TO GO THREW CORPORATE.PLEASE HELP ..THANKS

DUDE!!, I just got scewed too, bought my wife the Inspirion B130 for Christmas, 05, april 20, of o6 the LCD screen had a black dot in it, my wife calls Tech support and while she's going through the test that the Tech is telling her to do, half a the LCD becomes filled with lines, she was told it was coverd under warr, when DELL gets the laptop, she gets a call saying the lap top has a internal crack that only happens when the laptop is dropped or the LCD screen is hit very very hard, DELL was informed that it was not dropped and we where told it can come from closing it to hard, or we poked it with a pen, or it can come from useing it too much, when we sent it in the LCD had lines on it, now that DELL sent it back to us now you can see large cracks in the LCD screen, Mike Dell, you should be shame of your self, plus I could not understand a word these people where saying, and one lady busted out laughing at me when I said I was going to the news media with this, I WILL NEVER BUY A DELL,DELL CAN GO TO HELL 1400 hundred dollers spent noe DELL wants another 368.00 to replace the LCD, Mike Dell is just as badd as a drug dealer, he sells poison to his costermers, and don't give a hoot about anything else, WELCOME TO AMERICA THE LAND OF WE ALL GOT JACKED

Ever try calling their corporate office or local factory for personnel or any other department? The phone just rings. Dell Hell!

You people keep on complaining do you know what's the no.1 cause for the computer to crash?? DUMB CUSTOMERS, think twice before you complain

hi there,

just having bought a inspiron 1300 and 6400 and after several wks of contacting dell, still no further forward.
The sonic software supplied with the system for dvdr fails miserably, as does there customer service.
I have lost count of the numerous times that I have been asked to factory restore the systems by some non pc expert.
The problem is that the drive supplied does not work correctly with the software for compatibility.
Over £1500 lighter and still no further forward. The warranty cover means absolutely nothing as does the people who clearly know nothing regarding pc, even though they supply them ?!

Hi,
WElcome to another DELLHELL post. My dell computer started crashing a month and a half ago just A WEEK OR SO prior to the run out of its 1 year "Next Business day" ( ha ha) warranty.
Over 5 hours worth of 'phone calls and 13 days waiting and a service contractor turned up, walked in, replace my motherboard and RAm and left.
The computer has since continued to crash, and I have discovered that there is over 50GIGABYTes of un known files clogging my disk to the point where there is not enough space to even defrag. I track this down and it seems that Macafee ( which THEY INSTALLED!!!!) HAS BEEN SCRewING UP THE SYSTEM ALONG WITH SOME OF THE OTHER SUBSTANDARD PREINSTALLED SOFTWARE AND very POSSIBLY A CORRUPTED VERSION OF windowsxp.
another 5 hours of HEATED LOGIC DEFYING telephone calls and threats with incompetent and dishonest service and customer care people pointing out that the computer was originally delivered in parts over a period of some 4 weeks and next day service took 13 days so they should extend my warranty at least until they had the machine fixed, ( no mention of compensating me for the days at home when no delivery or service people bothered to show up of course). So. another 10 - 15 phone calls over another fortnight and 3 days ago "Rafiq" from dell calls and tells me they will give me an extra year's warranty to repay me and that should make me very happy. I point out that I had paid for a years warranty which I did not receive and that the computer is still fritzed.
I also point out that I've been using computers since DOS days, built my first web site in 1994 and that even I can't work out how to order ink from their site so on top of the computer crashing I am about to toss their all in one scanner printer due to lack of ink so how about some service and some comnpensation before I take action for breach of contract as I am not a happy camper.
The result - an "Amy Lim called and left a message while I'm on another line last night and says she'll ring back in an hour. she rings the next day and says they'll send someone - I ask when and she says she'll ring back in a few minutes - that was 8.30am and it's now 8pm - no call.
I've had no returned promised calls from Customer service and the only solution ever offered from TEchnical SERVICEis to REFORMAT THE HARD DRIVE!!!! .
Pointing out that this is a long involved process involving reinstalling PROGRAMMES ETC. ETC. ALL UP i HAVE WASTED WELL OVER 50 MAN HOURS WAITING ON TELEPHONES AND FOR NON APPEARING SERVICE PEOPLE!!!!
WELL OVER THE COST OF THE MACHINE.
And as for reformatting - why bother with "Technicians if this is the only answer they have...
NEVER EVER EVER BUY DELL . THE PRODUCTS IS SHODDY AND SUBSTANDARD - INTEGRATED MOTHERBOARDS WITH EXTRERNAL CARDS JAMMED IN THEM IF YOU PAY FOR A DECENT SOUND CARD ETC,.ETC. JUST DON'T DO IT!!! damn, I used to be calm and literate - these idiots have lost at least 6 sales from people I know after hearing my story - great marketing folks. I especially like the idea of the DON'T BUY DELL sign on my car being something they are fine with. it's all rather disgusting
PETER P

Dell better wake the hell up and realize how many bad things are written about their shitty computers and disgusting disgraceful customer service. I too have been in dell hell for about two weeks now and after talking to a bunch of morons that said they would connect me to thier escalation managers who never called back until 2 weeks laterr and had the nerve to tell me they couldnt help. Dell is the absolute worst worst company in the history of companies and they rewally better wise up I am making it one of my lifes ambitions to post on the internet how disgusting they are .DO NOT EVER BUY A DELL THEY ARE THE WORST!!!!! ANd as far as them posting on this board about their customers being stupid that just proves how moronic they really are .I hope they are reading this. YOU PEOPLE ARE A DISGRACE!!!!!!

My name is Becky Stewardson and I have been a dell customer for quite along while but I have to tell you your customer service is terriable.
Back in December 5,2005 I bought a Flat Screen Computer serial No cn-oco646-46633-595-ohlc t
I was on my computer when it just went black call tecional support thold the problem they could not fix said it blew so they where going to replace it for me well that was July 25,2006.In the mean time after 6 different tections i have spoken to and and 4 customer service people I am still stuck with my ordional monter 19inch flat screan and i have setting in the middle of my living room 1 16 flat screen montor and 1big monter that is not a flat screen now they wont even talk to me say,s there is nothing they can do.
All the mistakes have been on your employes parts there is not even return slips in the boxes I guess I am suppose to pay postage back to you to return them.
I have never in my 58 years of living dealing with a product had so much trouble they even instaulted me as i did"t know the difference between a 16 inch montor and a 19 inch monter I am not stupid. So hear I sit with my broken montor and two brand new monters sent to me which are the wroung ones and know satifction .
My finicial accout no is:6897450119021152172 I called them even and they could not help me.
Now you all are the ones losing here i keep trying to tell them that but unforuntly comman sence does not prevail I have two monters free in the middle of my living room.
Now i read you read and answer your email we shall see. And please dont tell me to deal with your customer service or tencional support anymore!
All I want is my montor replaced Help!!!!

Rebecca Stewardson

HELP ME! I PURCHASED A $2800 XPS NOTEBOOK FROM DELL! I GOT THE COMPUTER AND IT WORKED GREAT FOR ABOUT A MONTH. ONE DAY I TURNED IT ON AND WAS USING IT FOR ABOUT 30 MINUTES ON A FULL BATTERY. ALL OF A SUDDEN IT STARTED TO GET HOTTER AND HOTTER UNTILL IT STARTED TO MELT THE PLASTIC ON THE BOTTOM. I TOOK THE BATTERY OUT! SENT THE LAPTOP BACK TO DELL FOR A REPLACEMENT. IT TURNS OUT I WILL BE RECIEVEING A REFURBISHED ONE! THAT IS NOT FAIR, I SHOULD GET A BRAND NEW ONE. THE BAD PART IS THEY SENT MY REPLACEMENT TO SOME LADIES HOUSE IN TEXAS. SO NOW I HAVE AN ADITIONAL TWO WEEK WAIT. WHAT BUGS ME IS NO MATTER HOW MUCH MONEY YOU SPEND YOU SHOULD GET GREAT CUSTOMER SERVICE. I HAVE AN ACCOUNT AND HAVE SPENT IN EXCESS OF $10,000 ON THEIR PRODUCTS. I HATE SPEAKING WITH FREAKIN RAP HEADS IN INDIA. DOES ANYONE HAVE A CORPORATE NUMBER? THANKS

I had no idea that a company this large could be so irresponsible. I wish I had never stopped at the kiosk in the mall to buy this terrible piece of equipment. I bought all of the bells and whistles and paid a pretty penny for it. As the phrase goes, "Let the buyer beware" you will truly be disappointed. I have had nothing but problems with this piece of junk since I've taken it out of the box 3 days ago. I've been calling tech support for help with this obvious modem problem with no success. Don't believe them when they promise to call back because it's obvious that they don't. This won't be the last that Dell hears from me, they will be speaking with my attorney as my business is suffering for their lack of customer service. Whatever happened to the idea of keeping the customer first as it comes to Best Practices for a corporation.
Case #139820695

I am an American Senior, and like anybody else, starting at my young years, and on... I consummed many of my Nature/God Allocated Quantums of Energy, Brainpower, Mental-Speed etc; yet I am sure that with my leftover Quants, 3 obsolete computers, one huffing and puffing Generator (I live in Hurricane Alley you see,) from my Mobile Home near Sarasota, I could do a much better job of Consummer Support for Dell than their Robotized-located in some remote-non English Speaking-Pacific or Indian Ocean Island Crew of so called Customer Support Agents!
Now, do you want to hear my experience? Not the only one you know! But this takes the Cake! I will make it "Express" because it resambles (oh well no spellcheck here,) so many other, is pathetic!
- Dude orders Memory upgrade from Dell.
- Dude explains to Dell Agent in OR, USA, new address is currently on Dell Sys.
- Dude duly informs Salesperson correct/new Address.
- Dude hangs-up happy.
- Dude checks Dell site to locate order; no luck.
- Dude checks DHL tracking.
- Dude discovers that package is about to be deliv. by DHL at his (1 1/2 yr) old Address 1100 Miles away.
- Dude connects with remote Island Dell Agent, having to beg several times: "repeat-please", "and in some English I can understand". For crying aloud I am a transplant from the Midwest and do understand the Floridians with little or no effort! It must be that the remote Ocean English has never been installed in my 1950s Model-Brain! Send me the frickin CD!
- Anyhow dude explains the Sit to remoterobotic Agent who proceeds to dish-out Apologies like going out-of-style!
- Dude asks to Agent to hold the onions and above all the stupid Apologies!
- Dude BEGS for Action and no apologies.
- Dude explaims to agent that correct course of Action is ship the stupid chip again to me to my correct Address and restock or do whatever they want with the one Dell sent erroneously to a different location.
- Of course Dell would NEVER do something like that; they are in the business for the Egg, the chicken (ie good cust. service,) can wait.
- Dude hopes that those eggs will someday give Dell a double indigestion with diarreah to boot!
EPILOGUE: One full week later, DHL informed to me (the Dude,) that the goods are still sitting a their station in MI, waiting for instructions from... Dell of course!

I am having a horrible time with Dell and I can't even find the corporate office numbers. They were not noted on any of the material my computer came with nor on the web (from what I can find so far).

My Dell Inspiron 1000 was purchased in 2004 with a 3 year warranty. I must say the first problem I had was resolved easily so I know that things CAN go right. But my second problem is causing me sleepless nights. Here is the scenario...

Storm hits transormer and fries modem
Modem is connected to motherboard so both must be replaced. Not covered under warranty since cause was electrical. Was using a surge protector. Cost to repair, I was told would be about $397 (max). Would have it back in 7-10 days max, as good as new. Person at call center in India said I would get an e-mail. I repeated I don't have computer access so email won't help.

Am at library now as this is only way I can check for e-mails!!

10 days later, no word from Dell and no computer. I call Dell and get a person to talk to after going through all sorts of stupid menu options. It is so hard to get a person to speak with. Call center person says part is out of stock and my computer is not fixed and is on "hold." I say I must have a working computer, and go through all the steps as with the first call. Talk with one person after another in call center. Finally an offer for a $50 coupon. I don't want it! I want a computer ASAP. Asked for her mgr. and spoke with him. I was under impression he was with corporate offices in the US when I asked him and he said yes.

After much haggling and time spent on hold (2 hours working just that day alone on this) he said they will send me a replacement in 7-10 days!! And I won't have to pay for the other.

Well it has been 7 days now and I sure hope I hear from Dell or get in in a few days. I had to come to the library to just get info today. He had also said he would send me an e-mail but when I checked my e-mail I don't have any from him and no additional case number.

I bought Dell because it is (was?) a great computer with great customer support. What happened? I want an American in corporate offices to talk with me. The call center people in India are polite but are not solving my problem. At this point I will never buy another Dell.

Here's the jist of my problem with Dell.

My name is Tracey Sibble. My husband and I purchased a laptop computer from Dell in December 2005. On May 04, 2006 I completed a balance transfer with Chase Disney. Chase Disney sent a check to Dell for $1,300.00. The check was cashed by Dell on 05/12/06. The check number was #48175706. In June I received my statement from Dell with no credit for the $1300.00. I immediately contacted Dell on 06/12/06 and spoke to Bianca (sounded Indian) who informed me that she will “research the balance transfer from Chase Disney and credit any late charges and finance charges”. We agreed that the remaining balance would be $49.12 and she instructed me to mail a copy of my Chase statement with the balance transfer info on it with the last payment. I completed this the same day and mailed both the payment and the statement to Dell. At the end of June I received a letter from Dell stating my payment was late. I called Dell’s Customer number once again and spoke to a Indian man named Andy. I explained what was going on. He gave me a reference number of 90180 and informed me that his supervisor Angela would call me back the next day. That never happened. I never received a call from Dell on June 30th. In July my husband received a call from Dell’s Collections Department. Upset, he called me to ask me what was going on!!! I told him it was suppose to have been taken care of. On July 28th I spoke to another Indian man named James. He was unable to help me to my satisfaction. I asked to speak to his supervisor. He connected me to Sophia. I explained what was going on. Long story short, she was unable to help me as well. I asked to be transferred to someone who could help me. She transferred me to Helda (another Indian person) who informed me there was nothing in the computer by Andy or Angela with the reference #90180 indicating any kind of research on this account. I ask to complete a 3-way call with Chase Disney in order to rectify this problem that same day. She said she couldn’t do that. I asked her to transfer me to someone who could. I was transferred to Amer. After a lengthy conversation and argument I was told no to the 3-way call and no to researching my account without “proper documentation”. Feeling exhausted and after several hours of getting nowhere I told Amer that I would contact Chase to get the info. I did and left a message for Amer to call me back. He did and I gave him the check number and date that it was cashed by Dell. I told him t hat Chase should be sending him a copy. I was promised by Amer that he would call me back on August 3rd regardless of receiving the check or not.

Today is August 8th and I have yet to receive that call from Amer. My husband on the other hand has received several calls from your collections department. I spoke to an Indian man named Sam again today who, surprise surprise…could not help me without documentation.

Why is it so hard for someone to pick up a phone, call the accounts receivable department, and ask what account check number 48175706 was applied to? Why is it that I, the customer, has to do all the leg work when it was Dell who made the mistake? I have given them all the info, sent the info they requested, and still nothing. I’ve asked to speak to someone in the administrative department and was told that they “do not answer calls”. I have wasted several hours not only today, but on July 28th, and June 12th with no resolution! Can someone at Dell help me please!!!!!!

Needless to say, I sent the email and it was returned undeliverable. I have been unable to reach anyone that can help me!!! Any ideas from someone out there?

After 10+ hours on the phone with some people that claim to be "customer care" for Dell I have determined that Dell has !!! NO !!! customer support and NO way to fix any problems that you might be having. After 6 Dell computers the next one will be ANY brand BUT a DELL.

I purchased an Inspiron notebook for my daughter in 2005. In June of 2006 it started to power down for no reason at all. We called tech support and after several phone calls they decided we should mail to to them for service. We had purchased a three year warranty. Our previous laptop had a one year warranty (also a Dell) and the screen separated from the keyboard part of the computer and according to Dell was not worth fixing and the warranty had expired. For some reason, I purchased another Dell. SO - we mailed in this warranty with a label they sent us. They called the next stay stating they had sent the wrong label. Therefore, the laptop was "lost" for several weeks. We heard one story after another. It was the mother board, the part was on back order, the laptop was in "hold", it was in "accounts billable" waiting for me to pay for something -- I had never been notified. It is ludicrous to me that WHY a company that is in the computer business, asks for customer email, gives the run around on the phone -- fails to use email to keep customers abreast of their account. I talked to many supervisors, was put on the escalating problem list, promised phone calls within 24 hours -- received them two weeks later at numbers where I distinctly told them I would not be at certain times -- they don't seem to understand the "time zone" factor. Finally, I was told they would repair it to working perfectly or replace it. That was two weeks ago. My daughter got it back today. It still doesn't work, when powered on it says something like Dell DIAG does not exist. There are intructions to reboot with a CD that is included and followed the instruction booklet. No booklet. Forgot to return AC adaptor, and when CD is inserted nothing but the error screen comes up. On top of it all, it reeked of cigarette smoke............I called, was on hold for 39:45 spoke to two different supervisors, said they had emailed the higher supervisors to call me -- they couldn't help because it had been escalated. I had a million different numbers - order #, Reference #, Job # , etc. and no one knew what I was talking about. I was promised a call today - of course, nothing. Oh - halfway through the process they said it had been 'dropped" which was the first I had heard of that -- and after a month of having it, they were blaming that on us. My daugher is in Texas, with no computer, trying to enroll in classes and find a job. I am tempted to keep fighting and in the meantime buy her a new laptop - not that I can afford. But what brand?? Certainly not Dell #3............

Ok.... battery was not charging---NCR tech came, replaced motherboard on Dell Lat D-810 and it did not boot... he left saying he did his repair...Machine was working before his repair...now dead. Dell pays NCR...for what? This is the second piss poor repair this month....

Dell sucks GOAT NUTS!!!! I have it since 2003 and have called over 400 times problems
1 bad e drive
2 bad power supply
3 bad motherboard
4 printer band snapped
5 ink burst into the printer
6 constant locking up
7 put a disk in the d drive i heard a load noise and the cd exploaded in the drive now its busted
8 their customer care sucks told the hindu my warrenty expired he told me to hold 10 min later he says sorry cant help you your warrenty has expired WTF i already told him that.He also would not give me the corprate office # FUCK DELL

Thanks for "Dell Hell," folks. Have been a secretary for over 20 years. My firm just bought over 1000 Dells, and their contract demands we use Dell products e.g., keyboards. Okay, okay, I know, dumb, but I didn't draw up or sign it.
My "new" keyboard ($22.19 on their site, and you know my folks got it for 1/2, buying bulk) is so narrow that I am full of wrist and knuckle pain using it after only 3 days. Literally crying at work yesterday, am so frustrated.
Serious: Can anyone recommend a DELL keyboard (that my firm will allow me to use) that DOES NOT HAVE THE STUPID WINDOWS KEY AND THAT NEW OTHER ONE THAT -- WHO THE HECK USES THESE?-- ARE IN BETWEEN alt AND ctrl on the R-hand side? And one that keeps "PrtScrn" where it should be, next to F12?
Sign me Desperately seeking...
Thanks!!!!!
izzybell

It's not just Dell HP is the same Hell.

Another pain in my A-- tring to deal with Dell. They promise you the world to get you off the phone, and never resolve the issue. I have sent a number of e-mails, and been put on hold for hours on the phone. Where do you go to get your issues resolved. If anyone has had their issues resolved, please let me know how. I've tried everything, and cant get any results. HELPPPP

Hey Travis!!! heres Micheal Dells home phone # if you still need (888) 560-8324 hope you get what you want out of all this

Here is an example of DELL quality of service!

This is an automated email sent from Dell Chat. The following information is a log of your session. Please save the log for your records.

Your session ID for this incident is xxxxxxx.
Time Details

09/01/2006 09:39:11AM Session Started with Agent (RTS Lashando M)
09/01/2006 09:39:26AM Agent (RTS Lashando M): "Thank you for contacting Dell Hardware Warranty Chat Support. Would you please verify the person or company name that owns the system, also may I have your phone number and e-mail address so I can better assist you?"

09/01/2006 09:39:50AM Mr. xxxx xxxxx: "No this is OK"

09/01/2006 09:41:08AM Mr. xxxx xxxxx: "I have two problems with two computers that I purchased about one year age. First and the one that is most aggravating. Is the fact That I reported about 7 months ago that my computer"

09/01/2006 09:42:03AM Agent (RTS Lashando M): "I will be happy to assist you, xxxx. I need to verify your information first."

09/01/2006 09:42:11AM Agent (RTS Lashando M): "Would you please verify the person or company name that owns the system, also may I have your phone number and e-mail address?"

09/01/2006 09:43:21AM Mr. xxxx xxxxx: "The first service tag is xxxxxx. The fan makes too much noise. I was told some time ago that a new fan was ordered for me and that someone would come to install it. It took three phone calls and about four hours to get this done. The fan and the installation"

09/01/2006 09:44:37AM Mr. xxxx xxxxx: "xxxx & xxxx It is my company. My e-mail is xxxx@xxxxx Mr. xxxx .com"

09/01/2006 09:44:55AM Mr. xxxx xxxxx: "My name is Mr. xxxx xxxxx"

09/01/2006 09:45:31AM Mr. xxxx xxxxx: "To continue I never received the fan no one came to install it."

09/01/2006 09:46:13AM Mr. xxxx xxxxx: "Yesterday I spent another two hours on the phone with someone at the end the person told me to cal another number."

09/01/2006 09:46:53AM Mr. xxxx xxxxx: "Today I call the number he gave me and it id not give me an option for service."

09/01/2006 09:47:03AM Mr. xxxx xxxxx: "That took another hour"

09/01/2006 09:47:58AM Agent (RTS Lashando M): "I apologize that you are having this problem. I do not see anything stating you called about the noise. But I will get it taken care of for you now."

09/01/2006 09:48:14AM Agent (RTS Lashando M): "May I also have your phone number please."

09/01/2006 09:48:19AM Mr. xxxx xxxxx: "Then I went on line found your web site and call a new number. I quickly spoke to a person. She told me that no order had been placed for the fan."

09/01/2006 09:48:48AM Mr. xxxx xxxxx: "I told her it had been placed a long time ago. The call was disconnected."

09/01/2006 09:49:29AM Mr. xxxx xxxxx: "When do you think if EVER will someone come to my home and replace the fan?"

09/01/2006 09:51:56AM Agent (RTS Lashando M): "It should be Tuesday or Wednesday."

09/01/2006 09:51:57AM Agent (RTS Lashando M): "What troubleshooting have you done on the noise issue?"

09/01/2006 09:56:52AM Agent (RTS Lashando
M): "Are you still there?"

09/01/2006 09:58:44AM Mr. xxxx xxxxx: "My phone number is XXXXXX"

09/01/2006 09:59:23AM Mr. xxxx xxxxx: "I could not send? I don't know why?"

09/01/2006 09:59:45AM Agent (RTS Lashando M): "Okay."

09/01/2006 09:59:55AM Agent (RTS Lashando M): "What troubleshooting have you done on the noise issue?"

09/01/2006 10:00:22AM Mr. xxxx xxxxx: "I did not open your computer to see I did not want to do something I am not capable to do"

09/01/2006 10:01:35AM Mr. xxxx xxxxx: "Should I go on to the next of my home computers?"

09/01/2006 10:01:57AM Agent (RTS Lashando M): "No. Not yet."

09/01/2006 10:02:07AM Mr. xxxx xxxxx: "Service tag xxxxxx”

09/01/2006 10:02:18AM Agent (RTS Lashando M): "Can you tell which of the fans is making the noise?"

09/01/2006 10:02:21AM Mr. xxxx xxxxx: "call me on my cell"

09/01/2006 10:02:51AM Agent (RTS Lashando M): "I do apologize but I can only communicate through chat."

09/01/2006 10:03:50AM Mr. xxxx xxxxx: "I don't remember. It occurs in the middle of the night and wakes me and my wife up. It only occurs if the computer is on for long periods. As a result since it takes some time to turn on that computer it tends not to be used."

09/01/2006 10:05:08AM Agent (RTS Lashando M): "Do you have the system with you now?"

09/01/2006 10:05:27AM Mr. xxxx xxxxx: "yes i am at home."

09/01/2006 10:06:18AM Mr. xxxx xxxxx: "It will not make any noise since it is off. And the fan will take hour to make noise. I have heard fans before and that is what it is."

09/01/2006 10:07:52AM Mr. xxxx xxxxx: "Can we get this done quickly I can't stay on much longer? The problem with the second computer is that the cord from the key board broke"

09/01/2006 10:08:05AM Agent (RTS Lashando M): "Open the tower to see if you have dust inside."

09/01/2006 10:08:14AM Agent (RTS Lashando M): "And clean it out."

09/01/2006 10:09:05AM Mr. xxxx xxxxx: "I will give me a minute. This has been a problem since I received the computer so it can't be dust But I will look"

09/01/2006 10:09:18AM Agent (RTS Lashando M): "Okay."

09/01/2006 10:12:26AM Mr. xxxx xxxxx: "It has no way to open it. It looks to be pop riveted shut! I took the computer in its box home from my office. I am the one that turned it on! It seems to have no way to open?"

09/01/2006 10:13:20AM Mr. xxxx xxxxx: "Please, please send someone out!"

09/01/2006 10:14:13AM Mr. xxxx xxxxx: "I must have spent over 6 hours with someone form your company on this already. Can’t you just send someone out?"

09/01/2006 10:14:49AM Agent (RTS Lashando M): "Unfortunately, I cannot send anyone out until we have determined what is causing the noise and if it is a fan, which fan is causing the noise."

09/01/2006 10:15:34AM Mr. xxxx xxxxx: "My other computer has a bottom to push on top not the one ."

09/01/2006 10:15:54AM Mr. xxxx xxxxx: "What am I to do?"

09/01/2006 10:15:57AM Agent (RTS Lashando M): "To open the cover, press the L shaped lever on the back and slide the side cover to the back."

09/01/2006 10:16:24AM Mr. xxxx xxxxx: "I know it's the fan. I know it's not dust."
09/01/2006 10:16:39AM Mr. xxxx xxxxx: "I will look again"

09/01/2006 10:18:04AM Agent (RTS Lashando M): "Okay."

09/01/2006 10:18:09AM Mr. xxxx xxxxx: "clean enough to eat off of! This computer has had most likely less then 8 hours use."

09/01/2006 10:18:59AM Mr. xxxx xxxxx: "This problem has been since I received the computer."
09/01/2006 10:19:08AM Agent (RTS Lashando M): "Your system has more than one fan. When the system makes the noise again, you will need to determine which fan is causing the noise."

09/01/2006 10:20:40AM Mr. xxxx xxxxx: "I think it's the one attached to the power supply"
09/01/2006 10:21:43AM Mr. xxxx xxxxx: "I could feel the vibration when it last happened and it is where that fan is"

09/01/2006 10:22:51AM Mr. xxxx xxxxx: "Next computer?"

09/01/2006 10:23:46AM Agent (RTS Lashando M): "Yes. Because I cannot replace the fan until we have determined which fan is causing the noise and we cannot do that until it makes the noise."

09/01/2006 10:28:18AM Session Ended
If you require further assistance, please visit us at support.dell.com

AT THE POINT PRIOR TO THE LAST MESSAGE THE DELL REP STOPPED RESPONDING! CLOSE TO 8 HOURS! No results! A TOTAL WASTE OF TIME!!!!!

I am also another victim of Dell's poor customer service and clear division between their corporate HQ and Dell Financial Services. We were going to buy a Plasma TV with our Credit card but were convince to open a Preferred Account.

What a joke. We make our final lump payment on January 1 but Dell did not post it till the 9th. They charged us a years worth of interest. We have been disputing it since then and they have still been charging us late fees and more interest.

Add insult to injury, our tv blew up the first month we had it. It was finally replaced a month later. We never stopped paying them for being out a tv, yet they are charging us a year's worth of interest for receiving payment 7 days after the promotion expired. We get the runaround from the Indians, Executive Services promises to do the right thing but do not execute and then don't give us a number to pursue except the same DFS number.

Nobody has a directory or phone number for anybody in executive services and of course, they do not have any numbers available for senior management.

I am ready to take them to small claims court but I live in Florida. Does anyone out there have a contact at Dell that can hold themselves accountable and empowered to deal with this.

Any help would be appreciated.

Thanks
Sadie

To anyone who cares,

I purchased a Dell laptop computer around 2 years ago and have had multiple problems. I have spoke to so many so called, "CUSTOMER CARE AND TECHNICAL HELP" personnel that I know longer want to even HEAR or SPEAK the name DELL.

First and foremost, my problems entail the outside components breaking and now the whole computer just went blank. For no reason the computer tells me "no disk drive found". So obviously I need HELP from DELL. What a joke! Not only do I speak with people who cannot help me because of their level within the company, the supervisor's, who should be able to help can not either.

Now I am a disabled person who relies on my laptop for all my business. Relying on the functional capacity of this DELL computer is essential in my life. Now there maybe people who don't care about that, however, be it my situation or someone else's personal need for reliability of their computer, I believe that DELL SHOULD CARE!!!

Now guess what they DON'T!!! WOW is that a shock. Truthfully, originally I really liked the company. In fact, over the course of three years I have purchased 3 computers. The sales department is real HELPFUL. Hmmmm, I realized the reason I liked Dell was because I onoly spoke with the sales department. But if you need help once you have bought a computer from them, there is no such word as HELP. All the niceness and helpfulness I received from sales was sure not the case when I needed them from "CUSTOMER CARE".

Today I spent almost 7 hours speaking to about 14 different people. Hear recorded voice, prompted to choose, now you answer questions, explain your problem, only to be told can't HELP. So you then supervisor here we come...OH! wait they can't HELP either. I am told that is a different departmrent so then I am transferred or disconnected and down the road we go to over 7 hours later to the same spot I started. No HELP, just now after being spoken to rudely, not understood, or hung up on, I am left with a computer still not working and me irrate. This process must change. Companies must first start to care and find a way for CONIINUITY OF CARE!!!!

When I purchased my computers I get always buy the "complete warranty". Well to my surprise when it was time use THIS WARRANTY it was not what the sales person told me I purchased. Funny, bought this policy which was "COMPLETE CARE", so I thought, because that was what I was told, but NO!!!! I did not buy the COMPLETE CARE--I HAVE THE LIMITED. I spent over 500 dollars on my warranty purchase. Hell for that amount I could buy a new laptop, right????? I told my story about the failures of this $2200.00 computer to all those people and not one person HELPED. In fact, I not only got transferred or had to call a different department but my last call was the best. I was spoked to rudely and told that they could not help me and would not transfer me to any other supervisor. So I called back again hoping to find someone "WHO CARES" Joke's on me! My last call I was put on hold and listened to their music for "ONE HOUR AND THIRTY-FIVE MINUTES". I wanted to know just how long it would take them and guess what they never came back. The line disconnected. Ha Ha.!!!!!

They are not the fools, we are!!! To believe that anyone nowadays gives a damn about anyone else is the fool. Gone are those days of PRIDE AND VALUES AND ETHICS. This country is so worried about everything, but not the most important thing, the people. Seriously, does anyone stop long enough to see if the person on your right or left needs something or hell, do you even know there is someone there???

If anyone has a suggestion as to how to get a company to care about their patrons please help or at least a way to contact the corprate management. I would be grateful.

Thank you to anyone who does care out their, because I know there are alot, but sadly we are all so busy that we need to stop and look around.

Suggestions, thank you,

Karen

I

I only have one this to say. Whichever computer you choose, dont choose a Dell. Have u ever wondered which word it rhymes with?

DELL CAN KISS MY TIGHT ENGLISH ARSE!!!!

DELL is like dating a guy, they sweet talk you, fuck you, and then don't call you back!!! LOL..I love Dell. Rock on bitches!!!

I too had problems with Dell's financial services that ended with mountains of interest charges that I was not aware of. I spent literally hours on the phone trying to correct the problems and never did.

Just last week I ordered two multifunction color laser printers, and was promised $100.00 rebate for each. Guess what? I found out today that the rebate expired in August! Nice point of sale tactic don't you think? So here begins the hours of phone calls, run around, and hopeless customer care!

I bought a Dell Latitude X1 laptop last year along with a 3 year extended warranty.I love this machine. Sometime in early Nov. I noticed that the port that the power cord plugs into at the back started to act flakily - it would randomly lose power, and I'd have to toggle it to keep it in place. So I called Dell up and arranged for a specialist to come to my house and take a look at it the next day. We had determined that the power cord wasn't the issue.

The specialist came in and attempted to replace the motherboard, but that seemed to make things worse as now the machine refused to turn on at all. So he called Dell and advised me to send in my machine for repairs, promising me that it would take only 5-8 days for the repair.

This was 7 weeks ago and my laptop is still at the Dell depot waiting for a part that may never come. I totally regret ever buying Dell, and as a former Toshiba customer I have experienced much better service and I will NEVER buy a Dell laptop again. It seems as if they've just outsourced their Indvidual customer care offshore, and all they really care about are their large corporate clients.

They should honor the terms of the contract they promised me when I bought the extended warranty - send me a replacement machine.

Dell deceived me, and it pisses me off to the point that I probably wouldn't buy another one! I bought a new XPS M1210. Seems like a decent machine.
HOWEVER, I was NOT told that I would not be able to use standard PCMCIA cards on this machine.
Dell's explaination is that "New Technology" required them to alter the size of the PC card, so that ONLY DELL can provide me with an (expensive) PC card to fit this machine. It's not just an Express Card. It's one that has a unique shape, that prevents me from using 3rd part hardware. So, not only can I only buy a PC card from Dell, but am limited as to what types of PC cards I CAN buy. Clearly, they did this to further line their pockets, and I think it stinks, and thus, would probably NOT BUY ANOTHER DELL.

Hey, folks. Welcome to the corporate outsourcing programs. Support personel can promise you the world but they have no power to provide those promises. Dell is a corporate conglomerate that is not customer friendly. It's all profit and to H*** with the customer. The day will come when they will reap the wind. Nuff said.

In April of this year I bought a DELL laptop (INSPIRON). It was working fine until the power cord stopped working around September. I had to order another one. After that, I noticed that the lcd (screen) started to look funny. The bottom right side of the screen started looking brighter than the other parts. Then this bright pitch started to move to this left side. This started around September. Also, it would not hibernate and the cursor would move while typing. Dell was very helpful in resolving these two problems. However, I had to send them my laptop in order to have the LCD replaced.

They picked it up and my husband put a return address in the package. After a little while, we were very curious as to the whereabouts of it, so we tracked it online. Only to find out it had been sent elsewhere (my husband works at this place part time, but we had not authorized that it be sent there). We went to this place to find out it was not there and the person who had signed for it is not even on the employee list. R U KIDDING ME ????!!!!!!!!!!!! They sent my computer somewhere we had not authorized them to, and now it is in the hands of a stranger !!!!!

I called dell around 6:45 yesterday evening and was still on the phone trying to get some answers after 10 pm. I had been transferred, cut off and put on hold so many times, and given phone number after phone number that, of course I eventually got frustrated. I know it sounds ridiculous, but I started to feel like a victim. They told me to file a police report and they would send me a replacement. I filed the report but needed to call them with the case number. I called back at the number I was told to but it was so difficult to speak with the relevant person/department. I was eventually told that customer service was closed.

I called customer service in the morning and requested to speak with a manager. I expressed my disgust, annoyance and frustration. He offered to compensate me. He eventually called back and confirmed that they were sending me a replacement. I told him that a replacement is not compensation as they had to replace it (Did they expect me to buy another one). He then offered me a $25 voucher. Once again…R U KIDDING ME ?????!!!!!!!!!! That is an insult !!!!! I told him for all my troubles that was insufficient. He then offered me a $50 one and I still thought that was a joke. He then offered me an Mp3 player. (I already have one. My husband bought one from dell as a birthday gift for me…how ironic). He told me the final offer was a printer. I ALREADY HAVE ONE…. (thank God it was NOT from DELL). I asked for a carrying case and an express upgrade to vista. He refused. I asked him for another office 2003 student and teacher edition (which I had in the driver of the one they lost), and he refused. I also asked for an upgrade in the replacement computer. He then offered a $100 voucher, which I accepted reluctantly.

I am ANGRY, because of the disregard and negligence on all levels, and because of the ridiculous $25 voucher offer. That was like rubbing salt in my wounds. I am livid and will N E V E R do business with Dell again.

The worse part is my husband wanted an HP and I convinced him to get a dell because I had heard of the excellent customer service.

Darn it, it turns out that I probably should have listened to him !!!!

Dell Hell, some of you are experiencing technical difficulty, here is my story of financial difficulty with Dell.

In 2005 I baught a Dell laptop thru my business. I got it and the monitor died in a matter of days. That was replaced without much issue. Then about 6 months passed, I fell behind on payments and got into collections, MY FAULT, then I paid off the account in full. I then get collections for a Dell account 2X what I had paid off. After hours of calls to MANY people I finally got to the Consumer Verification Dept (Fraud) who, after an hour or so found the account, it had my name but not my business name or my address. No payments had been made and the account was clearly not mine. They deamed it Fraud and closed the account. Great right??? Almost a year later, (last week) I get another collection notice for this account (the one not mine). I call and try to get the Fraud dept and talk with 7 different departments, finally to go to Dell Financial Recover. I talk with them (because I was told I needed to) and the supervisor is an A##, he calls me Kid and tells me that I clearly owe for the account and need to just pay it. I explain the above story to him and he tells me that if that was true he would know. I then ask for his supervisor and he tells me there are none, I then (A MISTAKE) tell him to get a supervisor because he is an A##, He hung up on me. (OK I should not have called him an A##).
So I call back and he refuses to talk to me and the next person refuses to get a Manager, (that is not policy).
So I start over and get to Fraud again, the lady tells me that she sees 2 accounts one is flagged closed for Fraud the other is closed with no balance. I ask her to tell the Recovery department, she can not do that. She tells me she will notify the investigators and have them call or write to me to tell me what she just said. She tells me this will take 2+ weeks. So now I have collection on an account not mine, still, that they have marked fraud but not told the recovery dept. AHHHH!!!

Stephen Baker,

I found your article while looking for a way to contact the main Dell headquarters in order to get my issues resolved. After 2 and 1/2 years, it is still not resolved and I have now contacted all the news media I can think of as well as local news, and the Better Business Bureau. Dell has duped me so may times and this time it is the worst ever. Let me share a little with you:

In the past 2 and 1/2 years since I have had my computer I have had nothing but bad luck getting it to work and feel all I have been getting is the run-a-round from Dell Technical Support. I finally had to ask them if I needed to get a lawyer in order to help them make good on their part of the warranty and they finally helped me.

After reviewing my records of calls to them, they finally saw that I had indeed called so many times in order to get it all working and had so many dispatches (replacement for parts) on the original system that they were going to offer me a new system.

Well, it gets worse. After 2 and 1/2 years of getting parts replaced in the original system and it still not working, they sent me a replacement unit. However, before the replacement unit was sent I asked the technician if I would get what I had in my system. He assured me that I would have everything that I had originally ordered or get an upgrade. One thing in particular that I made sure to ask about was my video card. I said I had a TV Tuner card with both video in and video out and wanted to be sure that is what I would get as I do a lot of DVD authoring with family pictures, as that is what I had and had paid for originally. He assured me I would. I got the new system yesterday and it had the wrong video card in it, no place to connect my keyboard and then the unit would not even power on. After 6 hours of being on the phone with several people, there was one call in particular that refused to assist me, I was so angry that I yelled and told him that he would be hearing from my attorney, and then maybe they would assist me in troubleshooting. I asked to speak to a manager and was refused and told that my call had been escalated and that no one would help me at this point and that I had to wait several days to be called back. I had to go out and buy a whole new keyboard as I could no longer use the one that came with the original system. We were finally able to get the new computer to turn on. Only to find out 2 of the USB ports do not work, and I cannot use my (Internal) DVD burner A the new system they sent will now allow it. So now all that I was able to do, I can no longer do any of it! I was also doing DVD movies for Hospice here and can no longer offer them this service as Dell has sent me a useless unit!

They said they are sending me a new video card. However, I still cannot use the computer as I cannot burn my families DVDs or any for church of Hospice any longer as I cannot use the drive I bought for my original system in this new system. They have made it so that nothing else can be added or changed. And they have made it so I cannot do what I bought the computer to do in the first place. Everything that I could do with my original system I can no longer do. I am ready to go to court to get this resolved, but my family cannot afford a lawyer. All I want is to have the original fixed or replace the original unit so that I can do what I bought it to do in the first place.

Want more information or want to contact me directly? I would love to go on: just email me at revmasterson@gmail.com

I was reading all of the horror stories about Dell, I too, am in the same hell hole as most of you. What really burns me, is after a month working with tech support ect on my old tower (it went through 3 motherboards, 2 CPU units in a couple of days) I was finally transferred to a guy named Mark - who was spose to be in the "Main" office. He told me he was going to build me a new tower and replace my old one. It would be brand new with upgrades. Yea right - my DVD drive just works when it wants too - when I called tech support on that, they were telling my warranty was expired, I said that according to thier website, I had until 2009 - that is when I found out my tower was "refurbished" - in other words - someone elses crap! I have been contacting Dell by email and phone constantly for about 2 months now, do you think anyone calls me back? Email responses are "we are sorry you are unsatisifed with our service" and that is it. I am getting so disquisted - paid faithfully for about 3 years, still owe $1200.00 - machine is crap - what do you do? Who Cares? Our daughter and grandkids are in Cairo Egypt and this is basically our only means of communication with them - and I am waiting for it to take a total dump - and it will do that when my extended years warranty runs out - im sure. We all just need some answers and help - I hate these people that only think of their pockets while they put the rest of us in the poor house.

I did email Mike Dell - we will see if he responds - email I have is michael@dell.com. Everyone should flood him with phone calls and emails, maybe they will start helping. If not - Best Buy here I come.

This is enough to put someone in the "NUTTY HOUSE".
It all started about 4 years ago when I bought an Insperation . The battery was hot and I told them you could cook eggs on it. I said why is it called a laptop when I can;t even put it on my leg, they said "that is why it is called a portable", I said where is that on you'r site, she said "it's logical." Two days later I recieved a blue screen with error codes, called dell and they said they would send out a new "Hard Drive" to me. Week later I put it in and two days later the same thing. Called dell and I told them I want a refund. After about 3 hours of fighting I had to give them $375.00 for usage from my account, what a joke.
they gave me a big discount and good deal to buy a "Dimension 9100 with 5 year warrenty. Worked for about 4 years and started having trouble. After consuming about 8 hours and 2 months (after going through the formatting, getting rid of drivers and reinstalling the system twice they left me with a system that if I didn't know computers it would never have even worket. I said that "I Did not Trust The System", important words to remember. They said they would send out a replacement and lo and behold, a new XPS 400 arrived on my porch. Duo core, 1 gig. of memory etc. I prayed alot during this time but it is not fare to go through so much stuff t get a situation resolved. My XPS is made in Canada and several times I called for customer support I have talked to Canadians twice, and one from New York, Yes you'r hearing me right, I almont fell off the floor and each time the siuation was resolve immediatly. I pray Dell gets their stuff together. the url is the pc that exploded and burned at a conference.

My Dell Hell story is brief. I called in to buy an XPS 210. The customer service agent told me I could not get the "Complete Care" plan because I live in Florida. He said, he would "make up" an address so I could still get the plan, and he would later change it to my address. Of course, this never happened. Later, reading my documents, I found out, the Sales rep had slipped in a year's subscription to Cosmeo for $50. I complained and got that taken off. I am now awaiting delivery and hoping for the best.

I agree with those DELL Nay-sayers. The only time you will speak with someone with understandable English is when you purchase one. After that, you're trying to communicate with some low rent rat lover in the slums of Bombay. I really wish I had purchased ANYTHING other than a DELL. I thought IBM sucked until DELL. To piss off the low-rent Indian help, ask them if they are Pakistani. These camel-jockeys will hang up on you, transfer you to every other rat-lover in India and eventually send you to a answering machine located in the twilight zone. And, to those who are buying a DELL, Well, Welcome to DELL HELL! I've just warned you!!!

Hi, everyone! I am spending my day finding places to warn the world about Dell! When I get a new computer, I will smash this one to smithereens and mail it back to Michael Dell. That will feel SO good. But in the meantime, letting the world know how bad Dell is is helping me to feel a little bit better. I am writing on my Inspiron 600m. It may die any second now. It has been doing black screen shut down for two weeks now. They sent a tech to replace the motherboard without doing ANY diagnostics, though that's probably because I told them I'd tripped over the power cord and now it wasn't pulling juice through the cord, even though the green light was on. So fair enough - the power port is part of the motherboard and they have to replace the motherboard. The tech leaves, and we start the black screen shut down tango within a couple of hours. Back on the phone. Send the tech with another motherboard. Again, no diagnostics. Just send another motherboard (at this point, I am thinking, right "mother**board is just about the right name). Guy installs it last night at 6:30. Computer works fine for two hours then I shut it down. This a.m., with a huge critical deadline to meet, it works for 1/2 hour then BLUE screen of death (well, the variety of screw-ups is a nice touch). Won't re-start. Get a tech supervisor on the phone. He has us remove the memory chips and reinstall them. Huh? But OK, it works. Now I'm just holding my breath for the next disaster. Meanwhile, since my laptop has worked for a grand total of 18 months, he can't send me a new laptop. All I can have is a refurbished POS Dell. He escalated it to the escalation team to see if they will give me a new POS Dell. Like I really want one. The saddest part of this story is that I bought this POS after an earlier Dell POS died at the ripe old age of 20 months.

I plan to buy a new computer every two years just because at that point they are getting obsolete and I can get a whole lot more computer at a good price due to advances in speed etc. Plus at the two year mark I expect to start having problems and unlike my car, which I can live without for a few days, if my computer is down, I have no job. Lots of stress, but no job. I telecommute, so it isn't like I can just use someone else's work station.

There's lots of other little Dell horror stories I could share with you, but won't bore you. Suffice to say that when June rolls around, I will be in the market for a Mac (I'm convinced that all PCs are trash to some extent or another, and I fear Vista). I know the transition will be hard, but from what I've see of Mac and my Mac friends, who are all religious about their Macs, it will ultimately be worthwhile.

I am quite sure that Michael Dell doesn't use a Dell computer. No responsible business executive would use such faulty equipment.

Here is a corporate number for DELL. They are located in Austin, Texas.
512-728-4100

Well....I guess I need to say dido to everyone of these comments. I have just spent the better part of 2 days on the phone with one Dell rep after another!! What a Labyrinth of maddness. Never again will I buy a Dell.
pegschr

I could not find a corporate email address or anyo ther email address to send my complaint to, besides the customer care and tech support emails of whom Im complaining about. Thanks for providing me with a place to vent here.

Hi there,

I was told to send my Customer Support Complaint to this email by one of your representitives. Please, forward this email to the appropriate authorities.

Why I hate Dell Customer Service with a passion:

1. They gave me the runaround:

24 On call support trouble shot for hours and told me they only deal with software and that my problem was hardware.

Hardware support trouble Shot the issue for a few days and finally told me it was a software problem and to contact 24 hour Customer Support.

On call assured me it was not a software issue and called hardware to tell them personally.

Hardware trouble shot a couple of more times than finally, after I screamed at him that I want a brand new computer replacement, told me I had to call Customer Care for that issue, but they are not open on the weekend.

On Monday I called Customer care and guess what they said?

They cannot replace any systems or parts, only hardware support can do that. I had to scream at the guy to get him to just authorize my system replacement and send it to me as soon as possible. He went through his manager and got that done, but did not verify that it was finalized. He said he would call me on friday to let me know if it was approved. I screamed at him some more and he said he would call me back the next day instead.

Here is his information Mikhail 01136556. Team MAB018

Well, he never called me back and he never submited the request for a replacement. I called back the next day and they told me there was no record of a request.

I had to talk to 3 more reps before I was finally sent a confirmation email with the authorization # and confirmation of the exchange.

2. The representatives are moslty in India and I can't really understand them when they are troubleshooting a complicated issue like this.

3. The support personal would tell me to call them back if the problem persisted and leave a message for them to call me back at the best time available. Or they would tell me they would call the next day to check. Then they would never call me back even if I left a message for them.

4. One Support dude was so demanding and commanded me to open my computer and mess around inside, even though I told him I was uncomfortable doing that. He was actually yelling at me! Here is his info: Harmeet_122187

5. they didn't have the common sense, proffesionalism, moral, decency (whatever you want to call it), to just tell me after the first few days of troubleshooting, that they apologize for the inconvenience and will send me a brand new replacement immediately.

6. I had to scream at them and argue with them for 8 full days just to get a brand new replacement for a defective item! even then I am still nervous that the request was never really made and i will call tomorrow and there will be no record of it. Also, they only agreed to ship the Tower, if any of the cables or monitor turns out to be the problem, then i will be red hot angry and request a full refund.

Shame on you Dell Support, the replacement better arrive quickly.

I understand some items are defective and you did agree to replace it at no extra cost with expedited shipping (granted after 8 days of bad service).

But please, look at it from an economists point of view.

Time is money, time is valuable and you wasted a lot of my time. I will never be reimbursed for the 8 days of phone calls and frustration. Those hours are hours that could have been spent doing homework for college or working at my job. Sending a replacement doesn't even come close to breaking even with me. I feel I deserve more than just a replacement.

Sincerely angry to the absolute degree,

-D

Here are the names of all the bad reps I had to deal with that never called me back or followed up on the unresolved issue:

ANTONIO
01130596
Team PHL028

Akhil_140546 (Dell Chat)

Major_145025 (Dell Chat)

Harminder_105616 (Dell Chat)

Mikko
01151918
Team MNC001

Mikhail
01136556
Team MAB018

I have talked to way more reps than this. These are the only ones that sent me an email with their names. The ones at Dell On Call Support were completely useless.

-D

My situation is similar but has more to do with Dell Financial Services. Long story short. Never have received rebate on any Dell purchase. Have 2 laptops purchased 9 months apart. Have minor hardware issues that we just live with.

Dell Financial use their call centers in India to harass people in the US with people who are difficult to understand and are very rude. Ok, maybe they have to deal with a lot of irate Americans. If you are in the collections business you should be expecting to deal with irate, irrational people, at least part of the time.

My issue is that I attempted be polite and I understand that their are cultural issues that make it difficult at times to understand the meaning of each parties words. But when I state that I do not do financial business over the phone with anyone that I do not personally know or have at least personally initiated the contact with then I should not be harassed for being a careful consumer. When I also inform the caller that I do not wish to be contacted by phone but that they should restrict their conatact to the postal system they get very billigerent. Not to mention that all they seem to care about is getting me to use their pay by phone system even after I inform them that the payment was made online and I provide them with a tracking number.

I can not help it that their computer system does not show this information. I know it was paid and have the feedback to prove it. This is how I have made my payments in the past and will not do it oveer the phone. I do not know who I am dealing with when I receive a collections call. Anyway, having the caller drone bring his supervisor in on the call and having him threaten me with being reported to the credit bureau and with a listing of "refusing to pay" in their computer system, especially after I have informed them of having made a payment and providing them with a confirmation code, is nothing more than pure harassment as well as being just rude and unethical.

Well, I will get some satisfaction by spreading my own tale of woe about Dell Hell as well as not recommending their systems anymore. I am a 20 year IT veteran who works as a consultant with many businesses and government institutions and have been recommending Dell for years. But after much research and my own experience my conclusions are that even with a fairly decently engineered system their deceiving sales practices, unforgiveable customer support, and ripoff financial services are just unexcusable. I will be keeping my eye on their financial performance and business practices to see if they end up learning any lessons and they make any beneficial changes. If they don't, I expect eventually that their profits will decline and maybe somebody at Dell will initiate change to turn it around. We will see.

Enough ranting. Someone did post a phone number on March 2, 2007 for corporate Dell. Well that number is for the Dell corporate sales and service, not their corporate headquarters. I have found some information in their Annual Report. These are the only contact numbers and email listed but the numbers do seem to be direct lines to the individuals listed.

MEDIA CONTACTS:
Bob Pearson, Dwayne Cox
(512) 728-3256, (512) 728-6236
bob_pearson@dell.com
dwayne_cox@dell.com

INVESTOR CONTACTS:
Lynn A. Tyson, Robert Williams
(512) 723-1130, (512) 728-7570
lynn_tyson@dell.com
robert_williams@dell.com

Also in the annual report is a list of all senior officers and the board of directors. No contact information of course, but with some additional sleuthing it may be possible to discern contact info for some of these individuals. If I discover any of this I will post it. Maybe here or somewhere else where the Dell Hell is discussed. Anybody know of a Dell Hell website?

Dan Carroll
Florida, USA

I guess I'd love to know how to get hold of someone at Dell that speaks fluent English that this point. Not that I'm prejudiced, but it would be nice not to have to repeat myself 4 or 5 times just to get someone to understand what exactly I'm trying to say. We purchased a Dell Inspiron E1705 in October of last year, and the nightmare began. Since we've purchased this laptop (which we did because we were told that they had excellent customer care - what a joke) we've had nothing but trouble. We paid for upgrades and warranties and along with the laptop the total was a whopping 2400.00. I work on my laptop, it's my SOLE source of income. My fiancé is on disability awaiting a kidney transplant, leaving my work as our main source of income. I'm a transcriber, the laptop was purchased as a business investment. First, the laptop arrives and there is no DVD RW in it, just a CD RW/DVD ROM, although a DVD RW was ordered. I called, and let it go because we were not charged for it and I did not want to wait for another laptop to be shipped to me or to have to go through the hassle of returning it and waiting for it to get back to me, I just wanted to work. In January, the sound goes out. I thought, Wow, I'm glad I purchased the extended warranty because I have overnight service, nights and weekends included. So, I call. They spend 3 hours on the phone with me really trying to help me get the problem straight. They can't. I allow them to connect to the computer and control it because they insist they might be able to find some problem that I'm not seeing (even though I went to college for computer science), but even so, I allow them to connect to my computer, and still.... nothing. So they call a tech in my area (not hard to do, I live in San Antonio). My "overnight" service guaranteed, nights and weekends included, turns into days, and then finally a WEEK later, they come to my home to replace the motherboard. Well, I watched, of course. Being that I know the layout of computers, I noticed that the sound card was a Sigmatel on board sound card. Well, I paid for an AUDIO CARD upgrade to a Sound Blaster Audigy sound card. Well, their idea of a sound card upgrade is piggybacking Sound Blaster's SOFTWARE on top of the Sigmatel Audio card (which by the way has compatibility issue and when Windows was updated is what actually caused the sound card to stop working). Finally, after a week and a half of not having a way to work, a very nice, WELL SPOKEN (English) gentleman called me from Dell's escalation team and discovered the problem was a conflict between the Sigmatel Audio and the Sound Blaster software and FINALLY! I had sound and could work! YAY! Well, it came time to get my upgrade to Vista (which I was told that would be included) and amazingly enough, it wasn't included. I would have to pay for the upgrade. *sighs* At this point, I was totally frustrated with the entire Dell experience. They gave me a 'refund/credit' for the audio card upgrade and my 'troubles.' Amazingly enough, it was the exact amount that I would need to purchase the Vista upgrade. Convenient, right? Well, there's still more. On the fifth of the month, our payments were being mailed. Due on the 13th. Being processed around the 15th or 16th, and accruing late fees. So, last month we called and set it up for the to do an ACH withdraw out of our checking. Great! No more late fees! This month rolls around. No withdraw from our checking (the money's there), and ANOTHER late fee. We call, we're transferred, and transferred back and told that it was never set up. Wait, I have a confirmation number, AND an email confirmation. Oh, well what's that number? Well, that was a 'one time' payment, not set up to be monthly. Yes, we argued, it was supposed to be monthly. Well, we can look into that for you. No, I'm sorry, it was only set up to be a one time payment, let me transfer you to someone that can help you straighten this out. Hello, this is our problem (rep number 7). Oh, well we don't handle those problems, you'll have to call this other number (the number that just transferred me over to them). So, one more time. I call back to Dell Financial Services hoping that MAYBE I might get someone that can help me. I ask if they can tell me the name of the person that set up the payment last month from looking up the confirmation number. Sure! Let me get that for you. Could you please hold? Okay, so I'm on hold again. He comes back and says there's no rep name in the file. He doesn't know WHO set it up, but he'll be happy to transfer me to his supervisor. She gets on the phone and tells me that it's impossible to set it up like that, because they don't make those kind of arrangements over the phone, so evidently there was a miscommunication between us and the rep. Well, tell me who would pay $14.50 for a ONE TIME ACH withdraw? I'm so fed up with Dell and their cat and mouse games. No one knows the answer. No one can fix it. We're currently waiting a call back from Dell's "escalation" team. Well, Dell, as much as I love my laptop, which I do, it's turned out to be a great product once the kinds were worked out, there's much improvement needed with your customer relations and people skills. I don't know what to do about these issues. I truly don't. I need to be able to depend on the warranty that we paid good money for. We have worked very hard to have a good credit rating so that when my fiancé goes in for his transplant we can get the loans necessary for me to be able to take time off work to travel WITH him. Dell's not only not coming through with their own promise of the warranty/customer service, they're lowering our credit rating every time they screw up our payment. So come on Dell, step up to the plate and get your act together!

well Mike is a pisces so he would ignore all comments and the law yes the law.

Sounds just like my experiences with Hewlett Packard.

Came across this blog (which I've now bookmarked for further laughs)after searching the 'net for some info on a Dimension 1100. I was just looking to see if I could get some basic info on the system, as my relatives recently were given one as a gift and were having issues with it.
Now, just so ya know.. I'm in the biz. I'm actually a computer tech for a very large firm. Been doing this 10 years now.
Well, seems I can't find the info I was looking for on Dell's web site. Not surprised, really.
I recently tried to upgrade someone's Inspiron laptop, also an 1100 series. Couldn't seem to get the bios to upgrade. Couldn't find any info on why I kept getting errors on the bios upgrade, even though I downloaded and attempted to install several versions of the correct bios firmware. (different dates.. figured I'd try to start with an earlier version before upgrading to the latest).
Well, suffice to say that nothing worked. Now, I'm not really about to call Dell, as in my experience you don't really get anywhere with their tech support.
In fact, I feel compelled to tell you all about the time I called for the company I was working at on a display issue. Seems the Dell 19" flat panel on one of our systems just died, even though it was less than 6 months old. So of course I called it in to tech support to get it fixed or replaced.
I knew the thing was bad, as the issue replicated itself no matter what pc it was hooked up to.
When I first called the 'magic' number (there's a special Dell line for techs), I spoke to this person with a strong enough accent to realize I was talking with someone in India. After all, it's no secret Mike Dell's largest center of tech support is there, not here.
Well, this guy, who remarkably went by the name of Jet (I think it was), asks me for the serial number of the monitor. So I give it to him.
He proceeds to inform me that my 19" color LCD flat panel monitor is out of warranty because it's over 10 years old!
Right... dude, are you smoking crack over there in New Delhi?
I try to explain to him that the thing is less than 6 months old, that the serial number I'm giving him is correct, and that 19" flat panel monitors were not common 10 years ago, let alone probably available, and he refuses to go any further with the call, advising me there is nothing he can do.
Here I am, a tech, calling in about one of the several HUNDRED monitors/computers we have purchased regularly from Dell, and even I can't get help. Not to mention that this person can't comprehend the absurdity of his statement about the age of the monitor in question.
In the end, I call back, get a tech here in the States who tells me if I just give her an Express Code from an in-warranty pc unit, she'll send me out a replacement monitor.
MIKE...
Wake the f-up!
I will NEVER recommend your company's computers to ANYONE, ANYWHERE, EVER!
While the customer service of your competitors might not be that much better, it is at least ENOUGH to keep me from ever dealing with DELL again.
Listen up America! You heard it from a real LIVE computer technician!

Turned my laptop (Inspiron 9300) on today and noticed a light blue line that would appear, and then go away for a while. Unfortunately, it always came back. It is now a permanent and distracting fixture on my screen. I thought at first that it was some sort of virus, I've since learned differently. I feel a bit disheartened that the $1,600 I spent has gotten me a defective LCD and that Dell is disinclined to help to remedy the issue. I would of course be willing to pay for this expense if I was the cause but I've taken extraordinarily good care of my machine. I'm a student paying to put myself through college and I would like a little help from Dell in this matter.

Monday, I will call my local senator and see what can be done. $500 might not mean much to Michael Dell but it means a lot to me and family. I will seek justice.

I need serious help. I bought a Dell Inspiron 5150 back nearly 2 months ago now and have yet to get a working machine. From the very beginning I've had serious issues with it and have been making phone calls and sending emails and am getting absolutely nowhere and so frustrated that I just want to return this computer and buy one from HP. I can't take this aggrivation anymore and have lost around 20 customers and roughly $45,000 in annual business since these problems began. I can't take it anymore and have got to have resolution immediately or I might as well shut my doors for good. If I lose anymore customers I'm out of business.

The details:
William J Lockard

Order Date 4-2-2007
Customer Number - 81764374

Order Number - 598324609 & 598325952
Financed and ordered on a Dell Preferred Account

Tag No GDXNRC1

First Case number - 161196050
Second Case number - 161197106
Third Case number - 162380539
Chat Session Log - 11177307
Fourth Case Number - 164541727

Yet another email sent 5-30-07 - Was told the problem was escalated to the REC in Texas. Adam UID: 141169 Case: 164541727.

Activities with Tech Support:
Uninstalled McAfee
Reinstalled Vista (was not told I'd lose all installed programs btw)
Ran full diagnosis 7 times with both US and UK tech support

I have various other emails and contacts but the meat of the story is below:

Finally escalated to customer support after Tech Support gave up. Ms Vinishaa Parthipan promised to email me to get an address to which she'd be sending the new system. This was Thursday May 31. By noon the next day, I'd still not heard from her. Tried to call customer support and was told I was absolutely not allowed to speak to a customer support manager by some rude switchboard employee. Explained to him how upset I was and how his behavior was making the situation much worse. He replied, "I really don't care. You're not going to speak to a customer service manager. You can speak to Tech support." I explained to him that i'd already spoken to tech support a dozen times and they could no longer help me. Their words. Not mine. And they'd transferred me to customer service. I finally got Tony's supervisor on the phone who said he'd transfer me since I'd already spoken to them once. Then I got disconnected.

Finally contacted by Vinishaa Parthipan Customer Relations UKIRE late on the 1st and asked for an address for a new system to be sent to. I emailed back immediately asking for an estimated delivery date.

I was told that it'd be 10-15 working days before I could get a new system with XP instead of Vista. Informed her that I was losing business daily and really needed it sooner. She committed to 7-8 working days and would confirm a delivery date soon. On the following Monday, she'd still not put the order in and said she'd get to it on Tuesday. As of today (6-13-07) I've not received the PC or even a delivery date. Ms Parthipan has no business in customer service and in my opinion should be fired. She's ignored every email I've sent in days. Has NOT followed through on her promises. Has not delivered what she said she would and I'm convinced she didn't even put through the order like she said. I informed her that I approve the purchase orders for the World's 3rd largest engineering firm computers and up until this point all of them were purchased through Dell. I've now cancelled many of them and directed them to be purchased through HP. She apparently didn't care that her attitude and rudeness is losing business now for Dell like Dell has for me. I've lost over 20 customers for my photography/graphics business because I couldn't deliver on my contracts without a working machine. I can't take this anymore. All I wanted was a working machine. She promised to get me the same laptop with Windows XP instead of Vista. All I asked was to get it in a timely manner. I've done everything I was asked to do and am now being ignored and I don't understand. This was the 2nd machine I'd bought from dell and after this will probably be the last for me and for the corporation I work for.

I will also be posting this to several blogs and to my website along with the companies intranet and a global email throughout the companies 35,000 or so employees if this isn't resolved within the next 48 hours. I've been poorly treated, lied to, jerked around, hung up on and am thoroughly disgusted by this entire experience. I literally cannot take anymore. I was even getting late charges because I'd financed through Dell and hadn't made a payment yet because I didn't have a working machine. Fortunately they were the one group willing to work with me and understand. Please ya'll I need help. I just want this resolved one way or the other and it MUST be resolved immediately or I'm finished. This business was to be my retirement and if I lose the customers I have left...well I'll have no choice but to join the NY State Attorney General because it's all I have left. Don't let them ruin my business and DUDE DON'T GET A DELL!!!!!!!!!!!!!!

I ordered a video card upgrade from Dell. I was informed that I needed a larger power supply to go with the card and was sold said power supply. It turned out that no power supply was needed.

Had to talk to 4 different technical support people to get a final answer about this. One technical support individual told me that if I didn't upgrade the power supply, my motherboard wwould be fried. But I didn't need to upgrade it right away - just eventually. Another inisisted that both power cords comong off of the video card needed to be plugged into the power supply. One was, in fact, and extra jack for another peripheral, I am not an engineer or an electrician, but even I knew that these gentlemen didn't know their ohm from a hole in the wall.)

I attempted to return the power supply. The first customer service representative put me on hold while he researched how to go about returning the item. While he was gone he arranged for a UPS pickup during the day while I was at work and told me to leave this $60 power supply on my doorstep. I don't live in the best of neighborhoods and refused to do so. (This gentleman had the audacity to tell me "It'll be alright. You live in a rural area..." Of course I don't. Where he gets off making that kind of assumption, I don't now.) Finally he tells me he doesn't now how to cancel the ups pickup.

Then I speak with his manager. She tells me she has cancelled the UPS pickup and sends me a "UPS shipping lable" via email which I am supposed to print out, stick on the box, and return the parcel to a ups pickup station. I print the lable and drive half an hour to the ups pickup station only to be told that the lable is not a valid ups lable. The gentleman at us accepts the package anyway. Upon returning home I find a UPS sticker on my door stating that they had tried to make a pickup. I call Dell and inform them that the lable is not standard and that UPS is still trying to pick up a package at my home while I am at work.

I am assured that a refund is on its way in 8 to 10 business days. The refund will be processed although the power supply has not yet arrived because I had used the Dell shipping lable and Dell is responsible for the part. No refund is issued. I have been calling for almost 2 months now/ 4 managers at the Indian custimer service site have each assured me that "yes yes mistakes were made but I assure you that the refund will now be processed. I promise you that I am taking care of this personally." Not a one of them has taken care of this.

Two days ago Dell called me to ask if I had recieved a replacement part. I did not order the part - they were calling me in reference to someone else's issue. That person once again assured me that THIS time the refund would be processed. He was seeing to it personally. He also assured me that somoene from corporate would call me in 24-48 hours.

No one called. So I called back, spoke with a rep. Same flurry of apologies