Gotta Dell, Dude? Tell us about it

Posted by: Peter Burrows on September 21, 2005

My colleague Louise Lee, who covers Dell Inc., is looking to hear from Dell customers about their experiences with Dell’s customer service and product support. So if you’ve got a Dell and have had a recent experience, good or bad, we’d like to hear your story.

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Reader Comments

Ramon Ray

September 22, 2005 07:42 AM

I've ordered from dell MANY times - I switched from Palm after many years and ordered a Dell Axim online. That process went just fine - in a way. They said it would take 3 days it took one. In any case I then wanted to order a wireless SD card for it and called Dell to know if one I was going to buy on eBay would work. They said yes. I ordered the SD card and...it didn't work. I couldn't return the eBay purchased SD card so I decided to return the Dell I purchased and upgrade to a Dell with built in wireless for WiFi and NOT just bluetooth. Returning it was CRAZY. A series of phone calls, on holds, questions, no answers, answers, no questions.

However, regarding desktops - I've ordered what 10, 15 over the years and the process has been fine.

Also if you are an "enterprise" customer you get better support than the "Consumer" support which they outsource to another country so you get the scripted, fake nice, formal english. The support with someone from Texas, North Carolina or wherever in the US is MUCH better.

Dell's got a great online tool, but in some ways they could make the phone part much better and easier to navigate.

Ramon Ray, http://www.smallbiztechnology.com

Raymond Camden

September 22, 2005 01:38 PM

Wow, I don't even know where to start. I'll give the basic summary of the Hell I went through, and if you want more details, let me know.

I ordered a new battery from Dell for a laptop that was a year old and suffering with low uptime. The salesguy told me the battery would last for 8 hours. I knew he was wrong, but I should have taken this as a cue that something bad was going to happen. I went ahead and ordered the battery thinking that even if it gave me just 2 hours, it would be more time then I was getting now (40 minutes or so). The battery came in, and my uptime went to .... 50 minutes.

So I began one morning by calling Dell. I got through to an operator in about 5 mins, which isn't bad. As she worked on my problem though, she accidently hung up on me. Ok, mistakes happen. So I called back. After a -30- minute wait this time, I was told I was in the wrong queue. I'm not sure how that could happen, but it did. 2 hours later, I had been transferred 2 more times, everytime to the wrong queue. I demanded a manager. He tries to get me to the right queue but couldn't get through. He promised me a call.

When it didn't come, I called Dell back around 3:30 that day. Once again I was sent to the wrong queue 3 times. On the 3rd time, the guy said, "Oh, not only are you in the wrong queue, but the right queue is closed." I asked for a manager. He told me the main call center had been shut down, and I was just "unlucky" enough to not get routed to the back up center. Once again I was promised a call back. I never got it.

So - turns out - I figured something I was doing wrong. I was able ot get my battery life up. Then the laptop would just shut off at 33% charge. No warning, nothing, just -off-. So, I call Dell again. This time I got lucky. They sent me out a new battery and so far, it has been acting fine.

What boils me up is that I had to spend (almost) an entire day in "hell" as I was transferred back and forth, and -two- managers lied to me. I'm not a big business, but I've spent around 10k at Dell over the last year, and probably 30k over the last 5 years. Unfortunately, I do not think I'll be buying Dell again.

Hans Kalff

September 22, 2005 02:23 PM

Bought Dell laptop in ISA. No adapter for Europe.So I ask send me a universal one. No! buy in Europe.Dell EUR says we have none; buy a EUR adapter. Poor service!

rajesh

September 22, 2005 02:27 PM

I got a Dell in February. The hard drive died in April - I was routed through at least 10 people during my service call (90% concluding and advising me that the hard drive failed because of "spyware" - please). The diagnosis was that the drive was defective - they did replace the drive but I also replaced the Dell - I got a Powerbook.

Harrison

September 22, 2005 05:03 PM

I recently purchased a Dell 8600 Laptop just before they stopped that product line. Labeled as a desktop replacement, I was eager to have somewhat portable computer that I could trust. Everyone I know who purchased from Dell had no problems.

I received my computer fairly quickly with everything I asked for. The interesting thing about their system is that they won't send out parts of your system, like software, separately. They send it all at once. While one of the items I requested moved the shipping date back a little, it was nice to get everything in one package.

I've had my Dell 8600 for a little while now, and I'm very happy with it. It isn't nearly as portable as I'd like -- it's widescreen and a little thick -- but it's what I need. It's very powerful and I haven't had a single problem.

michael horowitz

September 22, 2005 11:01 PM

I have been documenting poor Dell experiences for quite a while at


www.computergripes.com/Dell.html

Peter Hoven

September 23, 2005 02:20 AM

We have a studio fro recording audio. A few months ago we bought a Dell Dimension 8400 to use as the primary audio production machine. We have had continual problems with it. At irregular intervals it begins introducing pops and clicks into the audio files. Not acceptable.

There are a few of us who could troubleshoot it but they were all working on client projects and so fixing the Dell fell to me.

We had called Dell to get some support but their idea was to selectively turn off services and see what the problem was. I basically started out doing that on my own to see what I could find out.

After a bit of troubleshooting, it became obvious that when the audio was distorted, the CPU utilization would be operating at 50-60%. This is a 3.2 GHz machine with 2 Gigs of Ram and SATA hard drives. It would be recording fine at 5-6% and then the system utilization would greatly increase. I tried two audio programs and couldn’t find a consistent pattern for the CPU utilization.

Finally after running Process Explorer from Sysinternals I found the problem.

It appears that the Dell Dimension 8400 with a GeForce 6800 graphics card can’t work together. Since I need the computer right away, I went out and bought an ATI based card and what do you know, no more high utilization.

Now I have to call Dell and see what they will do to resolve the situation.

Hulka

September 23, 2005 03:18 PM

I must be unusual. I've owned 8 Dells, both lap and desk, and have yet to have a hardware or operational issue. The 3 calls placed to Tech were answered quickly (I call early Sunday mornings)and, as it turned out, the conflicts were with the hardware I was trying to install and not with any of the Dell components. As with any computer - BACKUP, BACKUP, BACKUP.

Brenda Kerwin

September 23, 2005 03:21 PM

I'm so excited! We ordered 4 18gb SCSI hard drives from Dell and they came today...after a nightmare of 3+ months of trying to get them. At one point I even asked them if they really did sell hardware or was this just a malicious rumor?

I work as a systems librarian for a small, private college. I needed to upgrade our server (a Dell, which I must admit has been trouble free...good thing too!) and needed new hard drives before I could do so. I called Dell for a quote. I never received it. I called them back a week later and was told 'oh someone dropped the ball, but we'll take care of it'. I received the quote. However, it included taxes. I called them (just getting to speak to a real human there is a treat!) and was told to fax our tax exempt certificate to them. I did so along w/ a PO to purchase the hard drives. A month later, I call for an update. Our order has been placed on hold w/ no explanation why. No phone calls, no emails, nada!!! I was told they'd correct the problem and get back to me. And so on, and so on, and so on. This has been such a nightmare that although I personally have 2 Dell computers at home, and have the server here at work, I will NEVER purchase from them again. I could have built the d*mn thing myself in the time it took for them to get this problem corrected. Oh and everytime I spoke to one of them about it, I was told 'we're a team here at Dell'. I told them time and again, you're team has let me down! It took my boss contacting a supervisor to expedite our purchase. Even then it still took a couple of weeks to get the problem resolved. We were told there was a back order. Never, ever again.

Helaina Burton

September 23, 2005 07:23 PM

I called Dell Tech Support on Friday, September 9, 2005. It was one of the most irritating experiences of my life and I will NEVER EVER buy another thing from Dell as long as I live. First there was the frustration of their "if you want x, press 1" routing system, then their loooonnngg hold time. Then I got a tech with an accent I had a hard time understanding, plus I'm hearing-impaired. The man began rattling off his "how-can-I-help-you" spiel and I tried to interrupt him to tell him I'm hearing-impaired and to please speak slowly. He said "My name is (unintelligible), thank you for calling Dell, have a nice day" and hung up. I had to go through the whole horrid routing system again. This time I got a tech who said he'd talk slowly for me, but he told me to do something to the computer that I didn't understand. I asked him to repeat what he wanted me to do, and he said, "My name is Steven, thank you for calling Dell, have a nice day" and hung up again!!!!

By this time I've been on the phone for over an hour trying to get help. I'm nearly in tears. This time I get a woman who tells me that before she can help me I have to buy a service plan because she can't find me in the computer. Frustrated, I let her put 105$ on my credit card. Then another long hold with another tech who disconnects me!

I'm in tears by this time. Fortunately I get a very nice man with a lovely British accent who apologizes profusely and takes great pains to help me. Unfortunately he can't, but tells me he'll get me a refund for the $105 he says I shouldn't have been forced to pay in the first place. He transfers me to refunds.

I get a horribly rude woman who acts impatient when I explain my hearing problem and talks to me in almost baby-talk tones. She says it will be a month before I get my refund. I can't believe it and say I want my refund NOW. She snaps "You will get your refund in 30 days, thank you for calling Dell, HAVE A NICE DAY!" Her voice steadily rises until she's shouting the have a nice day part, and she hangs up on me.

I've been on the phone for THREE AND A HALF HOURS with these horrible people. I call back, in tears, and get a nice woman who is appalled by my story and explains that no, it doesn't take 30 days to get a refund. It will show up in a week. She apologizes even though none of this is her fault.

Now, I've worked customer service before, and I agree that people who curse or shout should be hung up on, but at no time did I do any of those things. With the two notable exceptions, the reps were rude, condescending, insulting, impatient jerks. Dell has the absolute worst customer "service" I've ever had the misfortune to encounter. Obviously customer satisfaction means nothing to them, but maybe the loss of business will. I certainly won't buy another product from Dell as long as I live and will make sure that any other prospective Dell customer I meet knows exactly what kind of treatment they'll get if they're foolish enough to give Dell their $

jocelyn turpin

September 24, 2005 12:48 AM

I bought a Dell Inspiron 4150 and have been very, very disappointed with both the customer service as well as the quality of the hardware. I buy a new laptop about every 2 years, but won't ever buy another Dell. Its the worst laptop I have ever owned. Specifics: CD-ROM latch stripped about 6 months after purchase, and falls out constantly. Keyboard letters have completely worn off, also within 6 months. The computer overheats, and shuts down, with no warning. And, the power cord was also defective, and became so hot I thought it would catch on fire. Their Dell online technical solution center, designed to troubleshoot these problems, is cumbersome and difficult to navigate. I can find solutions faster just using Google! The Dell customer service is horrible too, with endless annoying routing choices, painful wait times and delays, and once you finally connect to a 'person', I found them to not be helpful, or customer focused at all! I would have to say it is some of the worst customer 'service' I have ever experienced in terms of time and frustration, without any resolution. Dell used to be considered a quality brand, not anymore. They seem to be too focused on lowering their costs, but at the expense, alas, of building a quality, reliable system, and do not seem concerned about retaining their customers. I would imagine this decline of quality and service is finally showing up on their bottom line, with fewer repeat customers. Here is a bottom line that Dell might want to reconsider instead: If you want repeat customers, build quality systems and offer quality customer service. Cheaper is not better, it is just more annoying to the customer, with the constant breakdowns and the non-existent support.

RUIZ Christophe

September 24, 2005 11:07 AM

I bought several times from DELL, and my experience was each time VERY GOOD: very fast to answer, fast to quote, they called me back to confirm the delivery date, and I had no issue with both my PCs (Notebook/desktop) and my large flat TV set.
I would strongly recommend anyone to buy from DELL for an additional reason: when I want an upgrade on my PC, I just call them and they know exactly what I have and what I need...

Spaceman Spiff

September 24, 2005 05:03 PM

I had a horrible experience. The short of it, and I won't let you know how many phone calls it took:

Ordered 2 laptops - at 7000m and 9300.

Received - after SIX WEEKS - two 9300's with one of them showing it was a 7000m

Took SIX MORE WEEKS to get a 7000m shipped to me and they did not enclose return slips for the extra 9300.

After 2 hours on the phone, got them to email me the shipping return authorization stuff.

Got billed for the extra 9300 and still showing its a 7000m on their invoice.

Idiots.

Richard

September 24, 2005 09:58 PM

I haven't had any bad service from Dell in years; this story is the one that I'll always remember though, anytime I think of bad service...

http://foo.ca/wp/2001/05/29/on-hold/
http://foo.ca/wp/2001/05/29/so-now-this-dell-service/

The audio wouldn't work after a fresh factory OS reinstall on a freshly replaced motherboard, and they insisted it was the OS. After I left, the laptop spent 12 weeks in Dell's hand while they tried to find the problem. It never got fixed.

Ashish

September 24, 2005 11:28 PM

I recently purchased a dell laptop and a canon digital camera from dell. It's just 3 months and I am ready to trade the laptop for half the price and switch to IBM. First, the product is horrible and there is not much of technical support available. As I myself is a computer engineer, I do understand the missings in the system. But I couldn't connect to anyone in technical support who could help me beyond the standard questions or problem solving chart that they have. It appears that most of the technical support guys were just out of school with little or no knowledge.

I also had a very very frustating exp. regarding my purchase of my canon camera. I placed the order online and when I went to check the status the next day, I couldn't find any order against me. So I called Dell and had a rep. enter an order for me over the phone. Surprisingly, I found myself having 2 camera's with me as both the orders went through. Of course, I was charged twice as well. After 20 min. of explanations to one of the cust. rep. I finally managed to get an RA for one of the camera's and return address, where to ship the camera. My shipment returned back saying the address was incorrect and when I contacted dell again they took 1 week to investigate and gave me a new address. I just returned it, bearing all the shipping charges and vowed never to buy anything from Dell again.

As per me, the customer service went bad in last few years. I purchased a dell machine 5 years ago and had wonderful experience. Then again, 2.5 years ago I purchased a laptop and things were great with the support as the harddisk of my machine went bad and they promptly replaced it. I was impressed with the technical support team. However, now I am not at all satisfied and have heard similar things from many of my friends. In fact, my company is now moving away from Dell to IBM and I am very happy about this move. I find dealing with IBM great.

Neville Hobson

September 25, 2005 10:50 AM

I'm in Europe and I bought a Dell Dimension XPS Gen 5 in August.

I am mightily impressed with Dell's product ordering system here. From customizing my system on Dell's website, to my first contact with Dell's sales office here in Amsterdam, to tracking my order online at the factory in Ireland, right through to seeing the delivery progress on the carrier's website, I have no complaints at all.

Indeed, I find it really impressive that Dell has organized their online ordering system to work so seamlessly in different languages in different countries. Very good indeed.

Everything arrived when Dell said it would, in good order.

If I ever need to call customer support, I'll expect great service notwithstanding all the horror stories!

marie cassidy

September 25, 2005 03:54 PM

You can add me to your list of very unsatisfied customers. As it stands now after 2 1/2 years of trying to clear my credit report of THEIR accounting mistake, I have been unable to reverse this error. I, too, wrote letters to the CEO after spending countless hours and energy with their, and I use this term loosely, "customer service." It seems they can only read from a script and not understand or care to solve the problem at hand. My credt reports shows a delinquent account with a $0 balance. THIS IS INTERESTING SINCE I DO NOT OWN A DELL PRODUCT!!!!!!!!!!!!!!

After this experience, I will NEVER be involved with a company that cares so little for it customers.

Angela Shue

September 25, 2005 04:24 PM

I had the worst experience with Dell and plan to never purchase anything from Dell again. I bought a laptop for business school. When it came to me, it was very blurry. As I had purchased the 2-year full-coverage warranty, a technician came to my apartment to see what was wrong. The first time, we missed each other, and instead of following up with me, the trouble ticket was closed, and I had to call the service line again, wait in a long queue again, and be put on hold while another trouble ticket was opened. Each call always took on average 20 minutes. The first time the technician visited, he looked at my computer and thought the problem might be the motherboard. But he didn't have a replacement motherboard. So I had to call services again, set up another trouble ticket, and order a replacement motherboard. By the time the technician was able to come again with the motherboard, 2 weeks had passed. When he took my laptop apart, he discovered the videocard was in pieces. Needless to say, he was unable to fix my computer, and due to the delay, I was beyond the 30-day period to return the laptop. Therefore, I had to go through the services hassle over and over, making futile attempts to fix individual broken components in the laptop, until a month later, when Dell finally decided to give me a "new" laptop. It took 4 weeks to arrive because the service person I spoke with accidentally didn't place the order, and it wasn't until I called back to inquire about the delay 2 weeks later that they actually put in the order. When I got the "new" laptop, it was refurbished, and the hard drive crashed within 1 week. Dell had me call on the phone, wasting hours, to reinstall the operating system, even though the tech people at school had reinstalled it for me. Dell would not believe that they had reinstalled it for me and needed me to do it with them on the phone before they would take me to the next step in the process. Then they ordered a new hard drive, which took a week to arrive. When I installed the new hard drive, it crashed as well. At this point, I was so frustrated with Dell, I wanted to return the laptop. I had already been 4 months without a working laptop during business school. Dell put me through to their "exceptions" group, and after taking 30 mins. to explain the situation, I was told I would hear an answer about whether I could return the laptop within a week. I NEVER heard back, despite repeated calls. I put in a 2nd request and waited another week. Still never heard back. At this point, I told my stepfather the problem, and his company uses Dell, so he could talk to his Dell sales rep about the problem. This sales rep was able to get me a completely new laptop. This connection is the ONLY reason I have a working laptop from Dell now. Lessons learned: 1) It's useless to buy a full-coverage warranty from Dell because they will make you jump through incredible hoops to get any value out of it, including being on the phone with them for hours, during the times when their technical service office is open, only. 2) Their customer service is terrible - they can even tell you personally that they will respond to you without doing so. 3) Unless you know a company sales rep, you are screwed.

william weaver

September 25, 2005 04:46 PM

my dell kept crashing. i kept calling. after 6 weeks and i have the extended warranty i decided to call the sales dept. a nice person there put me through to nashville where the person took care of my problems. after 6 weeks. ill never buy anything made by dell again.

Pocket

September 25, 2005 05:15 PM

I bought a Dell desktop and one big reason was that the company was always rated high for performance and customer service in Consumer Reports. I set it up, only to be greeted by words along the lines of "Can't Find Disk."

I shipped it back.

After receiving and setting up the replacement I (luckily) discovered that the Windows Help files didn't work. I would click on "Help and Support" and nothing would happen.

This really didn't seem like a big deal, but I did need to get Help to work. I began with a couple of emails back and forth to customer support, which brought some frustratingly unhelpful canned responses about what Help and Support is and where to find it, etc.

So I tried the phone. At first, there was difficulty explaining my problem, particularly because there was a lot of English-as-a-Second Language-type issues. But also perhaps because my problem was too simple and I was seen as someone unable to understand something as basic as "Help."

Anyway, they soon had me uninstalling and reinstalling Windows on this new machine. This had no effect and I was becoming extremely uncomfortable with the whole thing.

Luckily, I was still within the return period (barely) at this point. When I told them to just forget it, I'm sending it back, all of a sudden it was like, I think I can help you, what if I said I would connect you with an expert? I'm thinking, what are you, the janitor?

So I shipped the second one back and bought an HP, which has worked great for a year now.

Christopher Carfi

September 25, 2005 11:36 PM

Two bits to add:

1) A podcast on Dell's woes
http://www.socialcustomer.com/2005/07/all_about_dell_.html

2) Dell shuts down their customer support forum
http://www.socialcustomer.com/2005/07/would_the_last_.html

Chris Jones

September 26, 2005 11:00 AM

I work in a data recovery lab. We get a lot of cases where the Dell computer had a failing hard drive, and the support line mis-diagnosed the problem as a virus or spyware. More often than not, the client is led down the "restore disk" path, which results in their drive being reformatted and their data being lost. When the same symptoms reappear, only then does the technician diagnose a faulty hard drive, but by this time the client's data has already gone missing. We are usually able to recover the data even in cases like this.

Paul Faulkner

September 27, 2005 08:43 AM

DELL Products & Service - UK Experience
DELL Customer Care, Service & Support: Score 000/100!
Purchased System which included DELL GPD20C (Mitsubishi HL6945) Monitor at a cost of some 1,314 GBP in February 1994. Within an eighteen month subsequent period had two replacement Monitors shipped due to total failure, shortly thereafter the third Monitor failed - all assumed identical fault/failure. NONE of the Monitors shipped, including the original were new; ALL were used/repaired units! Monitor has remained in the box ever since - over the years, numerous e-mails/faxes/snail-mail have been directed to DELL UK & USA Headquarters for attention, also to Mitsubishi who deny having experienced any problems whatsoever with the particular chassis/Monitor build. All just “bilge” from my experience, I have had three Monitors and all having been previously repaired!
Have got absolutely NOWHERE in my efforts to attain a just outcome with DELL.
The moral, just like the majority of other sector dominant Companies, there is always another “sucker” around the corner. Think carefully about purchasing DELL!

! UPDATE !
Still on Dell’s case! Have repeatedly faxed DELL Texas HQ, which generated ‘ phoned communication from DELL Ireland, even received a letter from Janeann Dempsey from their ‘Executive Support Team’ …sent more letters etc., but there remains apathy of conscience to any responsibilities to the customer, where the passage of time should not negate liability. The FACTS are they NEVER supplied a NEW working Monitor from purchase, simply shipping older, repaired replacements …Model IDs & Serial Numbers are proof!

Anyone who would like to contact me about their issues with DELL products, then please feel free to e-mail mailbox@blue2ict.com

Katie Cloyd

September 27, 2005 08:26 PM

After several months with my Dell, it started making a noise - like a grinding - and it began to act unusally. For instance, I would double click on a folder and fifteen seconds later the window would open. It used to open immediately. So, I figured I better contact Dell before my one year warranty was up. The first time I contacted them was by phone, but after a couple hours, I ended the call out of frustration. After that, I used the chat feature. That eliminated some of the repeating, but I spent hours and got nowhere. My last chat session ended like this:

Dell: Are you satisfied with the level of service provided today by me ?

Me: No.

Dell: Thank you for your feedback.

Thank you for choosing Dell Hardware warranty Support.

It was a pleasure serving you.

If you feel that the question have been answered kindly go ahead and end this chat.


Even though I responded that I was unsatisfied, nothing was done to ammend that. I am disgusted with Dell and it's complete lack of care for its customers. They have lost a future customer.

Mandy Candler

September 28, 2005 12:41 PM

I am filled with utter amazement at the absolutely and incredibly poor customer care received by me from Dell the last few days. To say it is poor service is being kind. To say that Dell should be put out of business or at the least investigated by the US Attorney general is a safer statement.
I purchased a laptop from Dell last December, and purchased a service warrantee. I have spent the last three business days on the phone for hours on end trying to get my computer order for repair in line, with the only result being an absence from my work and incredible frustration over your company's incompetence. your one day service guarantee is not holding up to any scrutiny, your employees cannot speak understandable English, and I have no faith that my computer will ever be fixed. I have been transgferred to "supervisors" who put me on hold for over an hour, told when the part will ship, that the part is backordered, that there never wan an order placed, that my order was halted by a supervisor. You name it, I have heard it all in just three business days. Menawhile, my next day service guarantee ticks away.

My next correspondence was to the Texas Atty General's office- next will be to the Texas newspapers and the BBB from about Dell's corporate issues.

Mandy Candler
Is anyone there at Dell?????????????????????????????????

bob

September 30, 2005 10:29 PM

I feel Dell's foundational problem is their internal employment policies. Dell has successfully debilitated its own workforce and undermined morale, to create trunover. There is no such thing as a career at Dell, and layoffs in the U.S. by the thousands over the years while those jobs were given to very cheap foreign labor has ruined Dell's core competency. There are so many loose ends in Dell, because of demoralization of the workforce, the incentive to excel has been long ago replaced with a mere need to survive. The results -- just read the other comments.

Sandy Ormerod

October 1, 2005 01:31 PM

I just purchased an Inspiron 6000, and the hard drive died on the first day! I contacted DELL, and they agreed to send a replacement drive, plus system software. What I received was a clearly-marked refurbished drive! I called DELL, and to make a *very* long story short, they agreed to a $100 rebate, rather than have me return the whole computer (but it took me several hours battling with Dell, and the leverage of my credit card company to get that concession).

Despite the monetary compensation, the whole episode left me with bad feelings about DELL and their customer support. I've learned, and won't just automatically choose a DELL brand when I replace my home office computer next year. I'm going to seek out some technician's brand opinions first. DELL is going to be my *last* choice, not my first.

Diana

October 6, 2005 04:27 PM

It took 4 hours and a day in hell to order a Dell for one of my neighbors.

I tried to call and place an order for $600.00 Dell Gift Card. I was hung up on. So it seems, no one wants to waste their time on this because they don't get anything for it. I tried ordering on the web and the page wasn't working. I had no recourse BUT the phone. As a "FAVOR" one of the reps said, "he didn't mind."

Lastly, I'm sick and tired of talking to Offshore people. It is so difficult to understand them. On top of that, the phone systems often times interrupt or cut off the person speaking. Add that to an accent, plus a wait time equal to waiting in hell and I'm amazed anyone wants to buy from Dell. Mike oughtta try it out himself and be disconnected and transferred into multiple WRONG ques or better yet, spend half a day trying to speak to the right person to answer a simple question or order just a little computer or better yet -- a gift card. Sheeez.

I've had it with them. Number one rule, Mike, don't tick off your customers.

Dave Keller

October 7, 2005 10:34 PM

I was completely ripped off by Dell Computer! I ordered (3) 380 series computers and the claim was that you could receive a free 17" monitor with this package. I needed the 19 inch monitors but wanted to take advantage of the promotion. I ordered the equipment and immediately emailed support when I found that I could not find this selection on the web. After going back and forth, over and over a friendly customer support rep verified that I had pretty much paid full price for the 19" monitors and was due the (3) 17” monitors. He said I would receive an email with the shipping info. Well I suppose they rethought things afterward and decided that I only deserve 100.00 for my troubles. I purchased those particular computers because of that promotion so I feel completely ripped off.

I will keep you updated to see if they will do the right thing

Best Wishes,

Dave

John

October 12, 2005 12:24 PM

I ordered a laptop from Dell on 9/13. My order has been delayed 4 times now; if it ever ships, it will be 5 weeks after the order was placed. I have been told, alternately, that the delay was in parts to the case, then a week later it was the display, then 2 weeks later, it was the hard drive. Last week they promised to call me every day with order updates, and have not yet come through on that promise. I have spent hours trying to get the order filled or expedited. Everyone has been polite, but waiting over a month is very, very frustrating.


Last night I received a call telling my my order would be shipping in one or two days. This morning my email held a one-more-week delay notification.

Their representative today told me that Inspiron orders have a 21 day build cycle, yet if I go to their site and get ready to place an order for a new laptop, shipping is estimated at 7 days from today.

I have purchase 5-6 computers from Dell, only Dell over the last maybe 10 years, and have NEVER been this frustrated. I have always spoken highly of their delivery, service and technical support. I am losing faith.

Frustratedly yours,

John

Allen

October 12, 2005 07:53 PM

I'd just like to point out - people that have really bad experiences go write up about it. People that are satisfied are rarely compelled to go write about it. I think it's fair to say *most* people go through without a hitch, despite the seemingly endless amount of dissatisfied people.

I've ordered 4 computers from Dell and never had a hitch. On one of them, a Windows update caused my Dimension 2400 desktop to not boot. The tech support answered fast, spoke real English, and basically told me to reinstall the operating system. He thought it would wipe all of my files, but it didn't - it just replaced the core OS files. My documents and such were fine.

Anyway - I'm happy with them. :)

Emile

October 14, 2005 03:43 PM

It's been two years I am using a DELL inspiron 8500 laptop. I am satisfied from its performance and from their support. I had a problem with the sensor that check's if my screen is open or not so I called them.
I was taken into each step to disassemble the broken part and the next day a new part was sent to me. I am satisfied until now hope to avoid bad surprises!

Tim

October 14, 2005 04:02 PM

I'm currently writing this on a Dell - ordering it was okay, although I was refused details about the system, which I thought was kind-of weird. After a year, I found out my system actually DOES support S-ATA harddisks, despite being told otherwise. The PC itself has been working properly, and it was delivered around the estimated date. (Although... Working properly, that's the hardware. I probably messed up the software a few times, and fixing it again. Then again, I'm not the average computer user, heh.)

Since then, I've helped a computer newbie order a Dell, which seems to have gone flawless as well.

From what I understood, Dell here in Europe has had a time where support was really bad - just like where Dell USA is at right now, if I can believe everything I've read here. I believe Dell's European support is okay again now, after hearing more recent experiences from people.

Maria

November 2, 2005 11:03 AM

I purchased a Dell PC in 2002, and I was a happy camper until October, when lo and behold, the hard drive failed, taking with it all my photos which I was unable to save to disc because there was a ...big surprise....problem with the burner. I call Dell, knowing that the extended service agreement I purchased expired in...big surprise again...June, 2005. They sold me another system, with no speakers, and a defective keyboard. Forget about how much money I had to pay a data recovery service to pull all my pictures off a hard drive that failed and not because of anything I had done wrong. Needless to say they replace the keyboard, with a refurbished one! The nerve of these people to charge me an additional $1400. for a system they are adverstising for $800, and then to add insult to injury they send me a refurbished keyboard. I have learned a very expensive lesson. I will backup all my photos on an external drive, and I will hound these animals till the day I die for them to reduce the bill and make good on their product. Wish me luck!!!

Biff

November 2, 2005 02:34 PM

I must be an aboration. I've owned 6 Dell systems - 3 desk and 3 lap. The laps were the Insp. 5000, 5150 and the 8600. I have put them all through mucho abuse. Kids, co-workers, etc. With the exception of the 5000, which I learned 2 months after it's death had been dropped on the floor, the performance of the Dells has been flawless. So without wanting to appear to be a Dell toadie, I'd like to venture some opinions:

1. Most people are clueless as to simple PC knowledge. Whether it's being able to set low battery alarms or running a CHKDSK for corrupted file removal, most civillians can't perform the simplest of PC tasks themselves.
2. Most problems are those of SOFTWARE and not the PC's guts. Don't blame Dell because that latest gamer you installed has screwed up your graphics.
3. Most people treat their PCs like they do their cars, i.e., they put gas in it, turn the key and drive..."Oh, you mean I have to do routine maintainence?" Yes. You should do the following once a week:
- Defrag
- CHKDSK
- Registry clean
- Tracking cookie and AdAware removal
- Virus scans
- A BACKUP!
In my humble, non-expert opinion, performing these tasks on a weekly basis would solve 75% of the PC problems most people have. But will people learn or take the time to do them? NO!

I have learned all of this from one of the most PC illiterate people on the planet - my wife. I had the honor of trying to fix a slloowww as molasses DEll Latitude that she had abused for over 2 years. Suffice it to say, it was a mess. After 8 hours of cleaning, scanning and removing it runs like a kitten.

Over and out.

Wes

November 2, 2005 03:20 PM

I currently own two Dells - a 3 1/2 year old Dimension 8200 and a 2 year old Inspiron 1100.

Both computers have been excellent. I have not had any problems with either of them. I did try to order a new battery under warranty for the laptop but customer service would never respond to my inquiries. The laptop, while nothing special in design, is functional and has withstood a hell of a beating. I only wish their laptops were thinner, about 1" like the IBM's and Gateways.

I also extended the life of both systems by doing complete reformat, install of a full retail versions of Windows XP Pro. It made both computers extremely fast once again.

I think for a combined $1600 for both computers I've got a heck of a deal.

Candyman

November 11, 2005 01:34 PM

Amen to you Biff! Kudos on your observation of the abilities of the general PC buyer!

Anonymous

November 23, 2005 09:55 AM

Its really bad..I worked for Dell before and I never did it.

Too sad and bad

Florida

November 27, 2005 05:16 PM

Dell is the WORSE for customer help or satisfaction. I have been helping my mother for over a year with her desktop and each time we have to try at least and I mean at least 5 phone calls with switching between departments and hang-ups! Then do do a random check and state your problem is software not hardware so the warranty is not covering the issue so i will now switch you to the paid service techs who hang up on you. If that is not the worst part they then have the stomach to ask you if there is anything elsa they can help you with! HA! Never Again!!!!

Ozdachs

December 1, 2005 04:33 AM

Still no fix on day 10 for my notebook with next-day, on-site service. How do they charge for upgraded warranty and not deliver??

I last saw a tech on day 2 when the parts shipped to him didn't fix the problem. He called Dell India and they hung up on him. Lots of calls to Dell, case numbers, etc. since then, but no parts and no fix. Gory details at http://www.livejournal.com/users/ozdachs/41568.html .

Raghu

December 3, 2005 11:01 PM

I ordered on Dell.com, for a laptop precisely 22 days back, I can't track it sill. I have ordered for a dell laptop on 11/12. The status changed to shipped on 11/16, and there was a tracking number. The shipment is supposed be made through USPS. When I click on the tracking number link, it goes to APX site and says it couldn't find the number provided. To reach this, I have to go through 3 windows. The status is the same till today, December 4th. When I contact Dell customer service through the chat, I have to stay in queue for about 10 minutes, though it says that estimated wait time is abou 50 seconds. After that, I get someone, and they take atleast a minute to type something every time. I spend about 30 minutes. They say they would send it by next day delivery. I don't believe but say yes. They say thanks and end the session. The same thing has been happening for the last 10 days. Everytime I chat with them, they don't know about the previous chat session, and what I have been promised. When I paste the last chat sessions log, they say they don't want it. It's been very frustrating to not see any status on APX still. Looks like APX never received what was shipped by Dell. What APX receives the shipment, they are supposed to handover to USPS. That would take time too. Their service has been unbelievable. I wanted it badly as soon as possible. It looks like it's going to take a while. I atleast hope to get the truthful information when I contact them. As I have seen on some postings, it may take 45 days for me too. Their next day shipment is a bogus thing. It's not really next day shipment. It looks like it will start over again, and take 45 days more if I request for a replacement order. I am not that religious, but started praying to god that I would receive it as soon as possible, because with Dell service, god only can help us.

Raghu

December 6, 2005 11:32 AM

Today is December 6th. I can track it finally after 24 days. I may receive it in couple of days.

Jack Toering

December 9, 2005 03:11 PM

Before starting my own business I was CTO for a large automotive supplier. I've purchased many hundreds of Dell's, but still shy of a 1000. In my new business I talked customers out of other brands many times and into Dells. I also talked some into their complete care warrantee. That is about to change. Picture this: You are an IT support organization. You talk the customer into an expensive extended on-site warrantee. The customer calls with a problem. They want you to go there to make sure it isn't something they did wrong. You check it out, it's the computer, a CD Rom drive that is bad. The average wait time to talk to someone in tech support is over an hour now, and can go well beyond that. The customer should not be paying me to sit on hold at LOT$ and hour. Your time is worth more than the drive, so the customer is paying twice. People with laptops are on the move. Now you have to try to intersect two schedules. People need to use their computer, and people with laptops are on the go. So what is the warrantee worth? Wait till your try their verbal phone menu, it's nuts! It doesn't recognize what you say just like all the rest of the verbal the phone systems. Pushing buttons is hundreds of times easier and faster. On to their networking equipment. Nobody's network switches give more trouble than Dell's. Oddball things like having to set up special parameters to get them to talk efficiently, new firmware to get rid of routing bugs, except it doesn't. If you move a computer, it may not find it for quite awhile or may lose it over night so that the computer can't access the network. Shipped with dead ports. Poor performance. Any no-name switch is better than Dells. The HPs I now use have a lifetime warrantee work great, and their switches are less expensive and have more features. So Dell, the company that I've recommended and used since the Pentium was born has slipped to a position to where there is no reason to buy them unless the price is better because they no longer have any advantages over the competition, and their networking equipment is bottom of the barrel. So will I encourage people to buy Dell anymore? Nah.

nick price

December 13, 2005 09:50 AM

Hi ,
i think dell computers are best under the sun and so is their support , althought the tech support is outsourced to india but people do a good job , they know their stuff and can speak real english
i love dell

Josh

December 14, 2005 08:11 PM

I ordered a Dell laptop towards the end of Nov., 2005 and took advantage of the 'free' APX to USPS shipping. Pick-up at my local post office. I received e-mail from Dell telling me my computer was shipped 11-30-05 & that I could expect delivery on or about 12-3-05. Again, this is on the face of Dell's own e-mail! When I input the tracking number at the USPS page it continues to state that on 12-2-05 the Post Office received an Electronic Message that they would be receiving my package but not the Actual Package. I waited until 12-9-05 to call APX and Dell. APX said they NEVER received the package from Dell, only a notice that it would be arriving! Dell said they are running late due to the holiday crunch, to call back on the 12th. I did so only to be told that they should know something or have my computer in APX's hands by Tues. 12-13-05. Today, 12-14-05 the friendly offshore voice said that the computer should be delivered in 3 to 5 MORE working days and I should be patient. I pointed out that Dell's OWN e-mail said delivery would take place approx. 12-2-05. That a week later is one thing but now it's been 12 days and APX STILL doesn't have my computer, never mind my local post office! Today the Dell person said I'd receive a call from a "supervisor" in 24 to 48 hrs. When I asked about a promised re-delivery by UPS or FedEx the person said it could still take a few weeks since the re-order takes that long to produce; only the delivery would be faster! That I should wait another 3 to 5 business days and would receive my computer. I've bought several Dell's and never ran into delivery problems like this! It's nuts and I'm frustrated. Why did they send me mail telling me my computer WAS Shipped 11-30-05 when APX is telling me they've never received it and Dell Cust. Service is telling me to wait another 3 to 5 days! AARRGGG....

Rich

December 15, 2005 09:58 AM

I have to echo John's comments exactly.

Ordered a Dell on November 25, which was set for delivery on December 5. December 5 came and went and no laptop. Got an email saying that there was a delay.

I then got an email on December 7 stating that it had shipped. Alas!

Of course the tracking number for Dell and APX Logistics is now useless since the APX tracking number shows NO activity since December 8, 2005 at around 3:00 a.m. No movement; no updates.

Called Dell yesterday and the guy thought it was lost. He offered to rebuild and reorder, and ship it overnight. Then he tells me that the model is no longer being produced and that they'd have to start from scratch with a different model (about $200 more than my purchase price). I refused. He decided to initiate a tracking query and said Dell and/or APX would call me back in 4 to 6 hours. No call.

I call again today, and am told that it was shipped and that there is a mix up with tracking numbers. This time, they refuse to acknowledge that it is lost and instead insist that its "somewhere" in the system. They again state that they will call me in 4 to 6 hours. I reply by stating that if I don't hear from them within 6 hours, I'm disputing the credit charge and will insisted that American Express refuse to pay the credit charge.

Kurohna

December 19, 2005 02:45 PM

I have a Dell 2350, and have for a few years now. Back in October (this is December 2005 for reference) it constantly shut down for no reason. No warning at all, it just shut off. I called Dell's tech support. They insisted on constant troubleshooting, yet I can't keep my computer on long enough, and everything they suggest, it already tried! And, ironically, my warranty expires at the end of January. Ironic, huh? And why doesn't Dell have any Tech support people without accents? I swear I was actually talking to one guy who spoke pig latin as a first language! Jeez!

porge

December 23, 2005 08:53 AM

We bought a dell laptop one week after we lost our home to katrina. We had to rebuild all of our accounts, correspond with FEMA, Home Insurance, utilites, bank ..etc. We protected the laptop with our lives. 3 mo. later, when things had calmed down, using windows xp, I tried to uninstall AOL which Dell had put into the machine. The computer crashed and windows would not start. I was on the phone using a donated phone card for an hour and told that this sometimes happens with AOL. Sometimes... MFA. They knew about the problem and kept sending those laptops out to customers.
I had bits of correspondence on a floppy but for the most part we lost everthing.

Phil Hart

December 29, 2005 03:00 PM

I have a Dell Inspiron 1100 laptop purchased 2003. My customer lost the recovery CD's, or the laptop may not have come with any. Any rate, we need to reload Windows on this system. I JUST called Dell and spoke their Software people at 800-433-9511 x 7262470. They said if the laptop was under warranty they could send it for free. But it is no longer in warranty, so recovery CD's are not available. The customer would have to purchase a FULL copy of Windows XP from Dell for $200. The laptop has a valid Windows XP Product Key on the bottom of it. hmmm now what would you do if you were this customer?

Steve

January 1, 2006 09:12 PM

I'd rather have a computer made out of chicken crap than a computer from Dell - they don't stand behind their product or honor warranties. They are worthless when it comes to support and finding out answers to questions - and now they are charging $99 just to talk to a tech. Ridiculous!!!! I will NEVER EVER buy another thing from Dell again and I never recommend it to anyone!!!

riversandlakes

January 2, 2006 08:49 PM

But what would you buy if you didn't do DELL?

IBM (Lenovo) and Sony are good products, but they are not THAT good to warrant the horribly over-the-root price tags. Hell, even Fujitsu and Samsung are overpriced too!

For personal consumers, that is. Not the limitless-bottom budget of firms ;-)

danny999

January 31, 2006 12:47 PM

Can someone help me,I have dell inspiron 8600 I love it ...but I lost the system recovery disc....can someone make me a copy of yours disc thank you for everything

Wes

January 31, 2006 03:36 PM

I ordered my third Dell computer during the Christmas sale. It is an Inspiron 9300 that I got a heck of a deal on due to some holiday coupons. (Dell Holiday Game, etc). As with my previous two computers, I can't really be happier with the experience so far. I ordered the computer customized to top of the line on a Wednesday night and received in the following Tuesday afternoon (12/13). I also had an issue with my order and all it took was an email to customer service and the friendly (Indian) CSR sent me an email offering a free computer bag, he asked me which one I would like, and I replied to the email. He even double checked and replied to verify that he had ordered the correct bag.

No complaints Dell. Keep up the good service and you will get a lot of future business from me.

eddy

February 6, 2006 12:28 AM

i orderd a new dell dimension computer,i went out and spent over 400.00 dollars on graffics card,memory,dvd burner,when my computer arrived,i installed everything,i forgot about the most important thing,were is my xp recover cd,were is my other software that i paid for,i called dell and they told me that they dont include the cds anymore,all the software is on your hard drive,oh thats great i spent over 1,600 bucks for this junk,if i want to put my computer back to factory i have to give them a hundred bucks,all they care about is making money and nothing else,i paid for everything i should get everything,this should be against the law,i will build my own pc from on now,i also belive you should have a choice what windows you want.

Adam

February 12, 2006 04:40 PM

Well, I've now got 3 Dell products, and for the most part couldn't be happier.
1- Dell Inspiron 4400. This system has worked magnificently until recently when I experience random shutdowns. I'm told it may be a heat issue. The system is clear, so I may have to replace fans. I called tech support about an issue, and they diagnosed the problem perfectly! This system has been very easy to get into and upgrade as I need to.
2- Inspiron laptop. Also a decent system, but runs a bit hot. No crashes, no hardware issues. All is well with m Dell!
3- Dell Axim. I owned a unit, and a few weeks before the warranty ran out, the unit started locking up. I called Dell, and received a replacement within a few days. They shipped out the new unit and provided labels so I could immediately ship out the bad. Again, awesome service!
I would definitely buy from them again, although my problems with the Dimension have me a bit concerned as I tend to push my computer with some regularity with audio and video.

Patrick Ketcher

February 16, 2006 07:45 PM

I bought a Dell laptop. I was, and still am, very happy with it. I was able to personalize exactly what I needed (and wanted). They said it would ship in 7 days, it shipped in 5. They said ground UPS would be about 4 days, it took 2 (ground) because one of their distribution points is only a few hours away.

Once I got it, I needed to call tech support because I couldn't get the disc tray open. I got right through, talked to someone that spoke perfect English and (most of all), didn't laugh at me when it turned out to be my fault.

The second time I had to call tech services, I had somehow turned off my wireless card. I called, got right through, spoke to someone that spoke perfect English and got it fixed (BIOS) right away.

I am very happy and will continue to purchase them when needed.

Kari

February 17, 2006 03:49 PM

I've only bought one computer (a notebook) from Dell, but I've been nothing but thrilled w/ their product (Inspiron 700M) and tech support. I love the laptop I got, it works great, and it was shipped a week ahead of schedule.

Hint: don't use the phone support unless you absolutely have to. I used the online chat function and while there is still a queue time, it completely avoids the obnoxious routing process, and you get a complete transcript of your conversation to hold onto for reference. Awesome.

Cody Rogers

March 5, 2006 01:58 AM

I have a Dell inspiron 8600 that just shuts down for no reason without a warning, it just turns off completely. I think it's a battery problem, but Dell won't help me!!

Julia Wiles

March 22, 2006 01:39 AM

I want to write directly to Dell. My computer is 3 months old, has a problem and after spending an endless amount of time talking to an unintelligible Indian, got nowhere as far as fixing the problem and eventually got cut off.
I have paid for a 4 year warrantee which purports to provide home service and simply could not get to anyone who would send someone to my house. I am an octogenarian and just cannot take care of computer problems myself with someone on line. How do I talk to Dell????
PLEASE HELP.

Matt Bowers

March 31, 2006 02:52 PM

March 2006-

I've bought many Dell laptops. I'm a computer / network tech of 20 years.
I've found that their current tech support consists of a bunch of people in India whom I cannot understand when they speak and who just read from scripts, yet have absolutely no knowlege of computers. This is true of ANY type of support, not just tech.

They lie about being able to help you. They lie about their name even. Dell does not track or follow up on anything. They lost a laptop we sent them and it took about 12hrs of phone time over a dozen calls to get it resolved. Each time they said it was resolved, they simply lied to us and didn't follow through.

I think their intent is to just put off callers and hope the customer goes away. Either that or the Dell management are completely stupid or they don't care at all about their customers.

Besides being a computer network engineer, I'm a CPA and run several businesses. Currently, Dell is a joke. This isn't just Dell. Many companies and industries are doing this outsourcing to India. It's dishonest to say the least.

Ryan Nice

April 7, 2006 11:30 AM

Put me on the list of -will never buy Dell again no matter what their 'special' of the week is- members.

Had a unknown bluescreen failure within weeks of an dimension 8400 purchase - took hours to talk to a Indian woman whose only solution to any problem would have been 'reinstall windows'. I lost some personal content on that one.

Now that I'm trying to move away from anything Norton, since it is bloat ware and interferes with a lot of high-end PC applications, I installed Kapersky. Kapersky won't run with Norton uninstalled, because Dell stashes it in the hidden partition, whether you want them to or not. It took again a full Saturday to talk them into sending an honest to God WindowsXP CD. I'm clearing the hard drive of everything Dell is done - I found out too late they stash their systems with so much sale-ware your PC comes to you already crapped up. Good luck removing it all! It's been months and I'm still working on getting the machine to a point it should have shipped in.

Well maybe they made some cheap bucks by putting some sale-wear, by being in bed with Norton and making it impossible to move to a better vendor, but they lost me as a customer permanently.

I don't get it. These CEOs and VPs make huge bucks to understand things like this - customers remember, customers want someone they can trust - haven't they been watching GM's decline?

It's actually a good product, decent hardware, nice chassis, well thought out - it's a shame some greed-decisions really ruins the whole experience. For all of the time and trouble I could have built my own PC - expecially since their "warranty" and "support" is nothing to count on - might as well build it yourself and know what your getting into from the start! Plus you won't have DELL emblazoned on every F-ing surface you look at.

Joseph

May 19, 2006 06:01 PM

Dell is not a good company, I call about my printer and I can't understand them. They act like you don't know what you're talking about and want to try every little thing. I'm just about ready send my dell back but I think my warranty's up and they probably won't give my money back. I called them one time and gave them my email address and they were like, "Is that J for john is that M for mike" and so on. I was like God help me put up with these stupid people. If they would listen to their customers and put on somebody I can understand maybe I can work with them and get my Dell printer working. Until then, good luck with your PC.

Mark

July 11, 2006 12:41 AM

I work at a law firm and manage the technical side of it. When my boss brought in a dell desktop from home it's hard drive was completely fried. No worries, he had it covered under warranty. However, when i came to use this warranty they said it expired even though I held in my hand a copy of the fax they sent when the warranty was renewed. This fax stated that the warranty doesn't expire until 2008. When I tried to straighten this out with dell i was put on the phone with someone in India who barely spoke english. I would explain my situation and every time they would give me a number to call and then because they were nice they automatically switched me to that number. I explain my self again and they give me another number except its the same number as before (the one i thought i was on) They did this six times.
I run dell a series of older dell laptops and haven't run into a problem yet. Iv'e had nothing but problems with their desktops and can proudly say DELL SUCKS. THEIR SUPPORT SUCKS. THEIR ADVERTISEMENTS ARE FALSE. DONT BUY A DELL.

G.Rex

July 14, 2006 12:14 AM

I have a Dell Dimension 8400 that is now 18 months old and has had problems for 14 of those months. Dell's happy Indian techs (three of them) told me I had a nice problem, not their field of expertise. Both Maxtor 160 gig hard drives on board have now failed. Dell gave me little satisfaction, I am now aware that "customer service" is a misnomer (to be polite). I have had to have it repaired three times and now it needs new hard drives. The last computer I had I built in late 2000 and it is still functioning without a problem but it does not have the power to run Photoshop. I would recommend another company other than Dell. I assume they stand behind their products because if they stand in front they will get run over by rampaging defective parts. This was a very expensive lesson about which company not to buy from.

vj

July 18, 2006 04:25 PM

I need to return a dell laptop I bought a week ago. The return address I got over the phone is:

Dell Arrc Austin
8801 research blvd,
Suite A, DOORS 4-8
Austin, TX 78758

The lady wouldnt send an email and was reluctant to give the return address over phone. I repeated the address many times and she told different spelling everytime. Can someone please confirm if this is the right address?
Thanks.
VJ.

Leon

July 21, 2006 03:47 PM


I need to return DEll desktop E310. Since it doesn't have PCI-E slot for graphic card. The main purpose for this PC is to play game.

Yes VJ, That's the correct return address.
He was hesitate to give return address, and not so helpful.
I want to walk-in and return it directly, he said no.
Return address is.

Dell Arrc Austin
8801 research blvd,
Suite A, DOORS 4-8
Austin, TX 78758

Anyone know , when will I get refund to my credit card?

Leon

Eric

July 27, 2006 01:20 PM

I purchased a Dell Inspiron 8500 for school. In a one year period the hard drive needed to be replaced. The memory needed to be replaced twice, the dvd burner needed to be replaced, and finally the whole cpu board. I spent countless hours on the phone with people who spoke broken English. After the year was up and my warranty had ended I called up Dell because my computer would not start and presumably the cpu had burnt out “again”, I told them I received a piece of junk “it was not what I hard bargained for” I paid for a computer that would be reliable and usable I received neither. I kept complaining and I was finally directed to a representative from Dell in the U.S. He was very very rude, he treated me like I was an idiot asking me moronic questions such as “was the computer plugged in?” So finally I decided I would cut my losses and went out and bought a different brand of computer. I cannot believe this is legal. I spent almost 3 grand on this computer getting all the bells and whistles and now I have nothing.

Leone

July 27, 2006 03:52 PM

Hi

Dell cheated me, I bought Dell dimension E310 for $500, and I have to return Dell system because they don't have some equipment I need,then Dell gave me back only $399. Where is $100? Restocking fee is only %15.

Think carefully before purchasing from Dell.

Kenwood

July 31, 2006 06:01 PM

My friend purchased an all Dell package: 9300 laptop, 2350 router, 962 all in one printer.

1) if you configure the router for wpa/wep security, you can't get on the internet
2) she ordered a cartridge from Dell for the printer, it wouldn''t accept it, luckly she ordered 2 and the 2nd one was ok (after reading on the internet that they ship bad cartridges
3) the printer intermittenlty decides when it will and won't scan, printer, or copy
4) her connection is dropped more that it is stable but I can use my HP in her house and connect to the neighbors network no problem

after researching and seeing literaly 100's of complaints i (having an HP with the same intel network card) will never ever buy a Dell product

isolated incidents are normal, selling someone a system that should all work together all branded Dell (and should have all been testing together by Dell) and having it fail is NOT normal, but maybe for Dell

wazzu97us

August 16, 2006 11:45 AM

We got a Dell E1505 notebook from Dell and it started to crash from day one. We called and called and everytime they were able to fix our problem in one hour or less then the problem comes back soon as we restart the unit. Finally, we just had to return the unit. Of course, they offered to send us a replacement, but after I insisted for a full refund, they told me we have to pay for the shipping back to Dell because we have missed the return period. I was told the return period starts when the item leaves the factory. That's the stupidest thing I have ever heard. Our shipment got delayed in transit, which we have no control of. We know two other people with Dell notebooks and they both have the same issue with frequent crashing. I don't know what that says about Dell, but I wouldn't buy a Dell notebook, if they pay me.

Sarah Moul

September 7, 2006 09:06 AM

If you use a computer for Graphics, audio recording definitely get a MAC. If you use a computer for internet browsing, emails, get a MAC. I highly recommended Dell systems for the past 8 years. Not any more. A laptop a client of mine purchased NEW from Dell had a problem with the Wi-Fi card. When I pulled the card out, the gold pins were dark. I hope Dell isn't using used items and placing them in new systems. Also, too many Dells are dead right after warranty expiration and many Dells are not making it through the first year. I have a suspicion that perhaps this isn't entirely Dell's fault, but that the XP O.S. is destroying equipment. I say this because Dell wants the MAC O.S. (Apple turned them down) and I am seeing too many Dells die before their time. MACs are not susceptible to spywares (unless you install Limewire, etc) or viruses. You can keep a MAC powered on 24/7 and not have to reboot. So my advice after selling DELLS for 8 years----get a MAC.

Jenna

September 14, 2006 10:09 AM

I purchased a Dell laptop in 2004 and in 2 years have gone through 3 of them because of "defective harddrives" as diagnosed by Dell techs. After this third one crashed, I demanded a refunded and was denied. I sued Dell and won in default, but have since had the case appealed by Dell, who has hired a lawyer to fight it. They'd rather pay triple the amount to a lawyer than just give me back my money that I wasted on a faulty product. Don't bother with Dell unless you want anything more than a lifetime of headaches.

Don

September 25, 2006 05:37 PM

I configured and ordered a Dell notebook in May of 2006. One of the options on Dell's order page was a promotion to order Verizon DSL for 17.99/mo and get a $75 rebate. Recognizing that was $3 more/mo than the online rate, I thought the rebate made it worthwhile. The next day I received two emails, a confirmation email from Dell and an email from Verizon DSL confirming my order (sent to them by Dell). In the Dell email, I didn't see the Verizon DSL order listed, so I called and asked customer support and sales about this. They told me I hadn't selected the rebate (which can't be because my info was forwarded to Verizon), and that the rebate must be from Verizon themselves. I called Verizon, and they said "we sell DSL service, not rebates." I subsequently spent over 8 hours speaking with Dell customer support and the Dell Rebate center. The Dell High Speed Rebate form for 5/1 to 5/31/06 specifically states to check dellrebates.com for the rebate status. When I contacted the rebate center, I was told, "we don't handle that rebate, that is customer service." Customer service's bottom line has been either a) "we don't know anything about that rebate," or b) "that is a third party rebate and you have to call Verizon." I called Verizon today to complete my misery and was again told what was said 4 months ago. So, I am being sent in a continuous circle, and I am not able to find out who is responsible for the rebate, and what the status of my rebate is.

This is completely unacceptable. How can a company offer a rebate, and then refuse to even tell you where the rebate is ultimately supposed to originate from? Why would I trust Dell with an order in the future? You can bet that after paying an extra $3 a month for a year with Verizon that I won't have a positive attitude about either company...

Elizabeth

October 30, 2006 04:47 PM

My laptop has had a lot of problems, but I had them fixed. And I paid a lot of money for this computer and I would love to get rid of it as soon as possible. I would like at least $500 for it.

Oz

November 8, 2006 09:13 AM

I have been asked to give my card details as the credit card that I used did not went through (funnilly its one of the best UK banks) anyway I did the second payment with another card. I have been told by Dell that it not went through. However after this, I saw my bank statement and they actually took my money. It has been three weeks so far, they tell me that they havent received the money, my bank tells that they have it. Dell did not allow me to talk to their finance services, or tried to locate the money. They just asked me to start the charge back procedure from my bank, which they cant, as I do not have any receipt from them. I am sooo tired...the service levels are poor, you have to tell the same story to several customer service people, they dont chase it, and sometimes even I cannot understand what they are saying...

Please let me know if you have had a similiar experience and how did you settle your problem.

I will NEVER EVER even attempt to buy from them.

Leslie Klusmire

November 14, 2006 09:16 PM


I tried to send my complaint into Dell’s unresolved issues website eight times and it would not accept it. Everything was filled in correctly.

I have sent now 15 replies to their email and no response.

My computer stopped cold last Saturday, November 4. “no bootable devices” I called that night, the guy swore it just needed the operating system backed up. I didn’t think so, but I dutifully brought into a service to back up the hard drive and low and behold, the hard drive was inaccessible. Because I didn’t want to wait on Dell’s “service” I had them put in a new hard drive. It blew up. The second one did too. The service guys said it’s the motherboard. I called back Thursday, the Dell person of course didn’t believe the non-dell service people (even though I had to wait 3 to 4 minutes between every move for him to look up his answer!) and said he would send me a box and I was to put the computer in the box and send it back. He would not send a service person out as is promised in the warranty because I had already sent it to a non-dell service person “so there was no need to”. (this was even though he didn’t believe the non-dell person’s diagnosis and I had paid for the service call. I objected and talked to the supervisor, but they won’t give any options. He promised me my computer would be repaired and back to me in “5 to 7 days”. I waited for the box. I waited for the box. I waited for the box.

Monday evening no box. I call back. This guy said, oh I didn’t call DHL and request the box. (this is the pattern of make up a new reason to blame the customer I’ve noticed with every call). I told him the last guy told me he would send me a box. How was I supposed to know I was to call someone else to get the box delivered and how would I know it would be DHL? I thought I’d be seeing a Fedex truck! I asked for his supervisor. She said she would call DHL herself have the box delivered the next day by noon and she would call at noon to make sure it had been delivered.

Tuesday late afternoon. No box. No call from supervisor. I just called again. This time the supervisor (who I got after a half hour of being on the phone with the first guy who wouldn’t let me go to the supervisor until I’d repeated all the info and the whole story again, and then promised he would send a box) (4th promise!!) tells me I wasn't supposed to get a box, I should have used my own box to send it in. When I expressed my anger at having each successive supervisor blame me for the last supervisors failure to perform - THEN she looked up my case. Then she said she couldn't tell me why the box hadn't been delivered and that there was an order for a box but she had no tracking number to give me. After much pleading, she finally gave me a number for DHL.

She told me my only recourse at this point is to talk to a special service manager and it would be 24 to 48 hours (we are now into two weeks since the initial contact and the crashed computer is sitting next to me going no where). I would have to believe her promise they would call. No there were no other options, no there was no complaint line. No she could not get the “special” supervisor to call me any faster or give me a direct line in case they (inevitably at this point) didn’t call again. (so far no one at dell that has promised to call has called and every call has taken over an hour). No she would not give me a phone number. No there was no way that I could avoid being on the phone another hour repeating the same info and story for the umpteenth time and having someone else apologize, promise and not follow through. (if someone says “is that ok?” to me one more time!!! – take that out of the manual, its insulting to be treated this way and then have someone ask you repeatedly “is that ok?”)

I called DHL (she had given me the wrong number so I had to call twice) and they said they had to have a tracking number or there was no way they could tell me if Dell had ever even bothered to send me a box.

So now I’m waiting for this person to maybe call me, probably not though given the Dell track record. I’ve taken off two days of work to wait for a box that never came, have never had anyone from Dell contact me that promised they would and have been on the phone for an hour every time I call back.

I recently saw on the Consumer Reports site that they are no longer recommending extended warranties for computers. I have already spent over $300 on this of my own money and they haven't done a thing except put off dealing with it.

Dell used to be good, until about two years ago when the corporate policy seemed to switch to "avoid dealing with broken computers as long as possible". My guess is they will start to lose customers because they've switched to making sure they delay repairs and put customers at a severe inconvenience as long as possible.

This is not "ok". It's too bad, I used to like Dell and bought three computers this year alone.

This is totally ridiculous and a massive debacle on Dell's part. They need to be prosecuted and held responsible for this by a government agency.

Why can't they just help me? What is the problem? I paid hundreds of dollars for a 4 year guarantee and it's worthless. This computer is less than a year old.

Someone needs to make this right and NOW! Dell has insulated themselves so that you can’t get to anyone who would actually help you. But they are more than willing to make lofty promises and then not keep them. It should be a crime.

Marc

November 14, 2006 10:08 PM

I've had two dell 700m laptops for a year and a half. About a month ago my hard drive went out. I replaced the hard drive and that one went out within a week. I replaced that one with a hitachi 7200rpm drive and that one lasted only two weeks! I'm starting to think the dell is going to burn out any hard drive I install. My other dell is having problems loading windows when it comes out of standby. Now that's freezing and the wifi goes out intermittently. Not sure what's going on, but the hard drive problem is the first time I've seen a computer ruining the harddrive so soon. What's worse is my second dell was only 1 month out of warranty when it went on the fritz.

I had to order an os disk to replace windows on the new drive and dell messed the order up and sent me only drivers for a different model computer! Finally I received my os disc but the hard drives keep going out. Not happy with the longevity of Dell products.

RICK

November 19, 2006 02:41 PM

I am a pastor, and our church bought a projector. I bought an extra bulb with it. Not long after we had it, the bulb that was in it blew out. So I went to get the extra one out of the box, it was the wrong one. so I called them,took forever to get someone(VERY RUDE). I thought they would just replace it. NO, they said it was MY fault. They said I should have took it apart and check it when I got it. I had to buy another bulb. At about $400.00. I WILL NEVER BUY ANYTHING FROM THEM AGAIN.

Henry

November 27, 2006 10:15 AM

I purchased a Dell Dimension E310 and have had no problems with the computer or Dell until I decided to purchase a secondary hard drive. After contacting Dell to obtain their hard drive carrier/adapter to fit in the extra drive slot I was told that the adapter is not available as a separate purchase. I was told that I had to purchase one of their drives which of course is much more expensive than anywhere else. What a joke.

Jason Leek

November 28, 2006 01:57 PM

I recently purchased a Dell Inspiron E1505. My plan for this notebook was to be able to hook it up to my LCD TV via the DVI port so that I could play my games and watch and record live TV. Prior to ordering this machine I spoke with a sales rep. I called to ask about a video card that I was thinking of upgrading to because I was sure the onboard video would not provide me with the DVI port I needed. While speaking with the sales rep, I asked if the ATI Radeon Mobility X1400 video card would provide me with this port. The sales rep told me that it would. I got off the phone and proceeded with my order online. I ended up upgrading a few of the components including the video card ($99 more) mentioned before. I added the Windows Media Center edition of XP with USB TV Tuner card ($99 more) only to get a notebook that did have the upgrades I asked for but the video card did not have a DVI port like I was told it would. I immediately called Dell to let them know. The only resolution I was given was to send it back to them and re-order a notebook that was capable of upgrading to a video card that has a DVI port. The only Dell notebook capable of this in my budget range is the Inspiron E1705 because you have the ability to upgrade it to a 256MB NVIDIA® GeForce™ Go 7900 GS. The messed up part is I have to pay to send the PC back and I have to kick in $300 more to get the new PC. So my first experience with Dell has been a very bad one.

Sarah Hensley

November 29, 2006 05:48 PM

I ordered a computer online on 11/24/2006. Was told that I would have email confirmation of my order shortly. Several hours later no confirmation had arrived. I called the 800 number and was told that my order had not went through. So I placed another order with the sales department. I recieved the second order 11/29/2006 along with a lovely notice from my bank that I was now overdrawn $324.00. After going to the bank I found that Dell had charged my debit card twice. What I thought should be a simple fix. Dell could simply reverse the extra charge and away I would go. Been on the phone with Dell now for 7hrs and counting. No one seems to get it. They screwed up and they charged me twice. Dell can't seem to figure out how to reverse the charge. AMAZING, they sure knew how to charge me the first time. After speaking with countless customer diservice reps I was finally given a supervisor that seems to get it. I have been lied to, hung up on, and wasted my entire day and guess what Dell has so generously offered to do for me. They have agreed to reverse the duplicate charges, refund the overdraft fees, and send me a check for $30.00! I think I should be satisfied with that but at this point I am so tired of their excuses and crap I want more. I don't know about anyone else but feel compelled to tell everyone I know and many that I don't how horrible this experience has been.

Bill Spencer

December 5, 2006 12:19 AM

Dell's technical support sucks. How can you help somebody when you don't speak very good English. The people from India might as well speak Chinese because I can't understand them either. No more Dell products for me until they bring their tech support back to the good ol' USA

Lee

December 12, 2006 04:05 PM

All I have to say.... I sent mine back after 3 days!

Alastair Gordon

December 26, 2006 11:28 AM

I have been responsible for
purchase of around 1,400 Dell
systems, corporate and personal. Many
of them were slice servers, as well as
laptops and desktops. After recent
experiences, Dell is no longer the
default choice. As a matter of fact,
Dell is the LAST choice. The quality of
support is the worst I have ever
experienced, and it it not the fault
of Bangalore, as the most incompetent
were Canadian support agents. I have
had HDD failures on Inspiron 6000s that
Dell denies is a systemic problem, yet
is almost across all our Inspiron 6000s

Dell's unreliability, rotten support,
inflexibility, dishonesty,
and strong competitors have destroyed
years of loyalty to Dell.

Al Gordon
Toronto

James Hackney

January 3, 2007 03:43 PM

I purchased two Dell Dimension 8400s...Both cases are bad and won't stay closed, the front usb ports refuse to work, the software that came preloaded is by far the worst set of programs I have ever had to work with, I called cusstomer service and might as well have been trying to have a conversation with a Pakistani who didn't speak English, I even tried to get another tech because I explained ti him that I could not understand his dialect...he told me no...period. Well, today the hard drive has a read error failure and I am pretty sure I am screwed....160 GB drive that is full of my info. Now I have to try and get it to a service for data recovery. Dell said sorry, get another hard drive. Gee, is it that simple Dell! $1800.00 and no support for this....thanks.

Nancy Webb

January 3, 2007 08:05 PM

I have had two hard drive failures in the Dell Desktop I use for my business. The first one was replaced without much trouble. The second one failed at a critical time. I had a local technician look at it and he diagnosed the obvious, the hard drive had failed. I had had the replacement for about two months. Dell Customer Service said that since I didn't go through their tech support they can't replace the hard drive. I am sending it to them anyway.

Jadon Lidon

January 9, 2007 05:12 AM

Dell lied about only installing dell memory sticks on a dell system. Standard memory sticks can be used that are sd_ram and above (includes ddr). I'm surprised nobody mentioned this before..

Tyler Cox

January 10, 2007 10:36 PM

I purchased my Dell Inspiron 6000 in September 2005. Everything went fine, minus the slow performance but that's really due to my lack of funds, until about October 2006. Less than a month from when my warranty expired my LCD screen acquired horizontal lines across the screen. That really angered me. But then a couple of weeks later, the bottom 2/3rds of the screen became unreadable. This REALLY angered me. So I've been on the phone with Dell ever since the original horizontal lines. And it's kind of funny, cause everyone you talk to at Dell is over in another country and can't speak English barely at all, so I don't know how they have such a great "customer service" that they say they do. So they tell me it'll cost $200 to determine the problem..AND I TOLD THEM THE PROBLEM!!! then another $350 if the screen is bad, which it obviously is!..keep in mind i'm a college student struggling with bills and still paying the computer off! So I give up because they won't budge at all..So they take my computer for a week and a half. And I finally get it back, now by this time i'm all excited and ready to have it back in working condition. And i've already spent about 12 hours (no sarcasm) on the phone with Dell about this. Well I get it back and guess what..on the bottom right hand screen there is a vertical line through the clock..nice, huh? So I contact Dell and tell them about this..guess what?...no one can answer to this? I get transfered back and forth to departments with no one knowing what to do. And I got hung up on three times..THREE TIMES! By now you can imagine that I pretty much HATE Dell. So I just say forget it...well about a week later I can't stand it anymore, so I get on the Dell website and start emailing every link that I can find with a nasty letter detailing everything that has happened. The next day I get an email from this guy, said he'd take care of it because he has higher positions then most people at Dell. So he said he'd send me a screen, since I'm a technician and I work with computers everyday, so I know what i'm doing. Anyways, he said he'd take care of me..that was pretty cool, but about 4 days later, I get on the website to check how my order is coming, and guess what???? My order had been canceled. And guess what again? NO ONE HAD AN ANSWER!!! So I emailed this guy back, and tell him, so He said he'd DEFINITELY take care of it himself. Well that was cool, and he ended up sending me the best screen that Dell offered. I replaced it and it's been working fine. Great, right? Well up to today that is...Now it just randomly goes black, I can get it back on if I push on the front bezel (plastic) on the monitor...in summary, I plan to never buy a Dell again...EVER

Mariya

January 26, 2007 07:46 PM

I bought a dell laptop five months ago and works pretty well so far. My dell pc is now 7 years later and is still working fine.

Chico

January 28, 2007 02:29 AM

I have a Dell Inspiron 1100, Bought 9/12/2003 and had it for year and it was great for the first year. Then it just stopped working. I tried all i could think of before callin Dell. The call was not to long but not short, I wound up havin to re-install the OS. That was short but turned out the disks they sent had came with out the drivers for the modem,So had to call them back to get more disks,which finally worked out. And another year or better later same thing happend and I had to repeat the process, i guess my carrying my laptop around cracked the 1st disk of the OS. So I had to call dell again and that time the call took longer but just a couple of games of phone tag.
Well i finally got my disks but again the drivers for the modem were not on the disks. This time the call was pretty quick and the replacements came a little quicker also. I had not been planning on having to do this again or buy another lap-top but low an behold 26 Jan. 07 there gos my dell again no freakish downloads to hurt it but it went down again and went through process but this time i went through the process of the re-install of the OS and it just gives me wasted time. So i will be looking for a new Non-Dell Lap-top

John Hudson

February 21, 2007 11:04 PM

I have always been a fan of dells, bought them for the whole family, recommended them for all of my clients (almost $1.5 million last year). Now I will never buy one again and have personally recommended my clients stay away. All over a $400.00 Windows Vista desktop for my daughter whci has crashed and had to be reinstalled twice, losing all data.
Dell admit they know of the issue and hopefuly will have a fix in two weeks!! Two weeks for a known issue and in the meantime they are still shipping out systems.
I have spent approximately 8 total hours on this issue and all I wanted from them was to downgrade it to Windows XP so the system would be stable while my daughter worked through her college transcripts for the third time. Could they do that..no they could send me a new vista system with the same problems or have a refund that would take 33 days to come through.
I have never used a blog to complain but am disgusted. If my easy going personality is this upset and willing to move $1.5 million business to HP, imagine how much other business they must be losing. Michael Dell obviously does not know the mess he has walked back into!!

Robert Millington

February 26, 2007 11:26 PM

The worst customer service EVER!!!!!!!!!!!!!. I will never buy another DELL product. At the risk of sounding like a racist, the "far east" customer service is a joke. hard drive keeps dissapearing,(system cant find it) after fixing it twice when in warranty, im now being told to go pound sand for the same issue. my warranty expired 2 months ago. just stop buying from this company and hope it dies a horrible death.

Mike Swift

February 27, 2007 06:08 PM

Had my 3Ghz Dell 5150 just over a year now & so far so good, apart from the backup battery which has just died but that's no big deal.Only hassle I experienced was ordering the thing. Calling from the UK I got the Dell call centre somewhere in India or Pakistan. I knew exactly the specification I wanted but the guy at the call centre tried to talk me out of certain items (God knows why, they were expensive enough!) & sell me others. In the end I politely asked him to please be quiet & take down what I wanted - this worked! My system was delivered on the day promised & has worked fine since. My experience with any products of all brands has been lousy back up service so I'll keep my fingers crossed that I don't need it!!

Sharon Y. Horn

March 7, 2007 02:46 PM

I own three Dell computers. While the machines are fine, it is absolutely infuriating dealing with Dell. It is impossible to speak with tech support and customer support is nonexistent.

Jed

March 14, 2007 02:26 AM

A few anecdotes:
*2405 monitor, no problems with the purchase, sales rep negotiated a lower-than-advertised price, and the monitor has been very solid.
*A workstation with a failed hard drive (the failure of the drive is not so good, as it was quite new); we had the top-of-the-line service contract on it, and had a new drive that same day. Nice.
*A consumer-grade desktop frequently runs more slowly than it should (no, it's not a malware problem) despite 2GB RAM, and the optical drive crapped out. Out of warranty, alas.
*I used to work for a big company (50K+ employees) at which we all had Dell laptops. Every single person I knew had problems, often bizarre and arcane, typically due to lousy hardware.

Overall, I'd never buy a Dell computer for my own use. Their peripherals can be nice; do your research.

deb

March 22, 2007 02:33 PM

why doesnt everyone get together in a class action suit against Dell? include me. IHATE DELL......

Ian Ross

April 15, 2007 08:30 AM

I'm having problems with Dell as well. I ordered a new machine which worked for 1 whole hour before the motherboard gave up and it's been over 2 weeks and still no replacement. Very poor customer service.

Carla S.

April 28, 2007 02:37 PM

Out of the box, my Dell XPS and I went through extensive troubleshooting (via telephone) until the tech informed me the motherboard needed replacing, and it would be a next-day service. It was bad enough that it needed a motherboard, but the service was not next-day, nor the day after. I discovered that service couldn't reach me because Dell had given him some random phone number (not even in my area code). When I set out to return the machine on a Friday, I was promised a pick up for return, at NO cost to me on the following Monday. It wasn't until Tuesday before I learned that I was to wait until Wednesday. By Wednesday evening I told Dell that I was so desperate for it to be taken away, I was willing to pay for it myself THAT EVENING! I had my return numbers and authorizations for five days. I just needed a return address in the next two hours. Three times, I had to hear, "Don't worry. I will set up the package pick up for you". I repeated, "NO, I called a driver myself! I am now paying for it to be returned! I only need a return address!" It was such an ordeal that I didn't get the address until "MY" delivery person was standing at the door after two hours. I am already prepared to have to fight for my refund.

That was my first and inarguably, last purchase from Dell. I also want to note that after simply retelling my story to comrades, it created a network of people backing out of purchases, which included Alienware.

james

May 9, 2007 06:01 PM

lol its so funny the whole reason i started my website up was becuase of having to talk to an indian about a technical support issue for my dell inspiron 8200, could i get a recovery cd could i get sombody to talk to me in english? anyway to cut along story short i made my own and one day put it on ebay and it sold so i made a differnt one and then i decided to do it for a living check me out if you like www.user-guides.co.uk


cheers

Pete

May 15, 2007 11:25 AM

I will sum up my Dell Experience in the following way.

Dear Mr. Mike Dell you've lost a loyal seven year customer due to your greed and outsourcing your tech support and customer service.

I'm done with them ! Be prepared to deal with the outsourced customer service. The product is basically ok, but I'm not prepared to spend my morning on the phone with somebody who hasn't mastered the english language.

I'm a proud owner of 4 brand new HP laptops.... PS I tell everyone I know that they're looking for trouble if you're shopping for a Dell....

Suzanne Anaya

May 17, 2007 02:50 PM

I purchased a Dell desktop in june 2004. Paid 600 for the thing. There is a scam they pull with you. Well 6 months after getting it started giving me problems! Call on it they set you up with technician who gives you the run around ON THE PHONE FOR HOURS! Well after dealing with them for i don't know how long was getting no where! Tell you that parts are missing from your computor well whos fault is it? Well i have paid double on my computor! Packed it up, not working tell me now i owe them 1600 on the thing and not working after 6 months of the purchase! They dont send you a bill and then they start calling you and saying they have not recieved a payment then tell you it will only be a $15 charge to pay it over the phone! Then it all starts adding up and you end up paying double for the computor that you been paying on for over a 2 yr period! Well i stopped paying on it! It stopped working after 6 months i got it gving me the run around and i would love to sue there butts for ripping people OFF to get rich!!!This needs to be stopped!!!! Thats right my logo for them DELL from HELL!!!!! THEY HAVE A SCAM THEY PULL WITH THERE CUSTOMERS AND NEEDS TO STOP!!!!! LETS SUE THERE ASSES!!!! SUZANNE ANAYA FROM SJ CALIF!

Fredrick Roswold

May 19, 2007 08:27 PM

I use my notebooks in the harshest environment: as primary navigation computers on an ocean going sail boat. These are banged, pounded, and shocked in a hot, damp, salt-air environment. AC power is unreliable and subject to surges as the genset comes online and goes off. Dust and grease abound. Life is hell for a computer on a sailboat.

So what kind do I use? Toshiba? NEC? Dell? Panasonic toughbook? I've tried the lot over the last 20 years. They all have had failures but the one standout has been the service I get from Dell when I have a problem. No matter where I am in the world, Dell is always there for me. For example, when my Dell Inspiron 4100 failed going across the Pacific I reinstalled my old Toshiba and the broken Dell sat in a locker for several months as we toured around remote Pacific Islands. When we got to Hong Kong I rang up Dell and gave them my service tag number and location and they came down to the boat the next day and replaced not only the motherboard, but they also replaced a broken hinge that had gotten some corrosion from the salt air and a cracked case where a crewmember had fallen against it. And that is not the only occasion where I have had that kind of service from Dell; there have been many.

For me, a computer is a commodity, I don't care which one I have, but when it breaks, and it will, I want it fixed quickly and painlessly, so when I am ready to buy a my next computer, I will again buy Dell.

R Pena

June 10, 2007 10:30 PM

I purchased a Dell Dimension E310 in 2006. What a piece of junk! I thought it would be alright for the kids, but it's so slow. Dell even tried to cheat me out of the $100 rebate. Only after threatening to sue them, did they give me the rebate. Anyway, I wanted to install a second hard drive, but as stated above, they don't sell the carrier by itself. What a joke! I'm never buying Dell again. I just paid half the price for an eMachine that will probably last longer than this one.

Irena

June 15, 2007 07:33 AM

I purchased two years ago a dell 8400. The first one that came wouldn't even start. After hours of arguing with Dell they replaced the entire system. The hard drive one the second computer that came crashed after one year luckuly we were still under warranty so they replaced it. The new hard drive they put in was blank, the technician put in the windows disk in the computer after he was done & walked away so I had to spend hours reinstalling every program. Talk about customer support, you would think they should have put in a hard drive that was preloaded with all the programs.Not to mention all the pictures we lost. Now 2 years later after the warranty has expired the second hard drive crashed!! In the meantime our old dell XP computer that is over 10 years old is still working ok! Stay away from dell.

Larry E Eastman Jr

June 16, 2007 11:37 PM

I have been a Dell customer since I have owned a computer. I had an inspiron 8000 before my current Inspiron XPS Gen 1, and it had a problem with the track stick that they just could not fix. I returned the computer to them several times and they could not fix the problem. They eventually replaced the 8000 with the Inspiron 8100. That coputer was a good computer except it had a graphics card issue that made the computer crash. I found some work arounds, so I was happy enough.

I then purchased an Inpiron XPS. I was blown away by the performance. The computer was blazing fast and played games better than most desktops. I could not have been happier. Then a couple of years ago, I started having an overheating problem. Lucky me, my warranty was now expired. Dell would not even let me speak to a tech and they still wont without paying an enormous fee up front that my computer is probably not even worth (I'm sure it is, but you know what I'm saying!). Anyway, I checked on Dell forums and learned I am not alone. Others are having the same problems. My computer can no longer handle games I purchased two years ago and played flawlessly. Others have reported the same issue. The computer runs at idle temps of about 60 deg Celsius and rises to over 70 degrees celsius when an application is started. That is when the thermal step down setting kick in and make this high performance computer into a junker. It sounds like others have had their computer worked on several times and they still can not fix the issue. What incompetence!!!

I probably will not purchase another Dell. I feel ashamed for all the sales I have gotten for Dell. I am some what of a computer nerd and play with computer quite a bit. I am probably responsible for literally hundreds of Dell computer sales. I look back at my experience with Dell and wonder what I was thinking to sell others on what I have been dealt.

Kathy O'Rourke

June 20, 2007 01:18 AM

Our Dell laptop was bad... that aggravating enuf

But after spending over $3,000 on the unit we wasted 3 weeks trying to get this brand new computer fixed... we ended up selling it for parts.

We got our revenge though...

www.DellFromHell.com

Joe

August 9, 2007 08:00 AM

I have owned my Dell laptop for 3 years. I have to admit that while it was under warranty the service was pretty good. However, about 2 months before the warranty expired my computer had problems booting up. Dell replaced the mother board and it worked well for a little while. Then it had a similar problem. I was told that it might be a software issue so i reformatted my hard drive. Then, 2 days after the warranty expired, my computer had the exact same problem it did 2 months before and will not boot properly.

After this they said that the warranty had expired and that they can't do anything. My complaint is that the problem most likely stems from the original problem with the motherboard that they didn't properly fix while it was under warranty.

Matthew Lanoy

August 17, 2007 03:45 PM

I bought a dell Axim, around the end of the first year the reset button broke, and the phone would keep soft reseting, and I would lose any information on it.

I then bought a dell e1505. It's been a great laptop until right after the one year anniversary, it no longer recognizes the AC adaptor. While it will run on the power cord that it doesn't recognize, it gives an error message and will not charge the batter. The battery is not part of the recall either. After looking online, most hits took me right to dell's forums where I learned that this is a common problem. Most users in the forums just keep reordering the adaptors at $60 a pop. This seems bad since most of the people in the forums, and on the reviews for the adaptors say the replacements are burning out so fast they are all buying 3-4 per year. This is terrible.

And I thought I was mad when Sony had a shoddy connection between their ram connections and the mother board that was preventing laptops from running. Again after going on line I found a forum with 1000's of users all with the same problem discussing how Sony refused to admit the problem, and was charging people $1200 to replace the mother boards only for it to break again on them for the same reason. Last I heard there was talk of a class action suit. Who knows.

I love computers, and I'm smarter than the average user on fixing and operating them. But I'm starting to lose faith in many of the major manufacturers based on glaring quality issues.

I've owned countless computers, and in hind sigth, the best one was probably the HP we happily refer to as frankenstein. Sure the hard drive, DVD drive, disk drive, fan, power, and other parts all burnt out at various times within the first 3 years. But once I replaced them all with aftermarket 3rd party parts...that machine just keeps chuggin along. It's been working great for 7 years now. With a ram upgrade I've even been able to keep it running most newer software, but it's not great for gaming. I can't really give HP credit either since the only thing still from the original machine is the mother board and the cables. But at least it's still running.

will

September 4, 2007 03:58 PM

JUST GIVE US A DAMN RECOVERY DISK instead of MAKING US PAY FOR NORTON or some other crap.
Love my system but when the drive went bad my only option is to pay extra (on top of the cost of buying a new drive,apparently the HD makers are onboard becuase there HD copy software won't copy dells partitions)to use it?
Lets see 100 for a new drive,150 for a new copy of windows.Hm should a buy a new PC???Not from Dell....
I do not want to but a new copy of windows,I have a perfectly good cd key and copy on the old...failing...drive.
I will not buy another dell unless the windows install is on a cd.

Mark Janelle

September 13, 2007 05:50 PM

This summer of 2007 Dell replaced a 17" monitor that was purchased with my Dell unit under in home warrantee.
The monitor was squealing, flickering and whining. The new "refurbished" monitor I was told by many of the Dell Technicians would be just as good if not better than the previous monitor. This new "refurbished" monitor was put on my computer in July. We went on vacation and I got back to use it for just 3 weeks. It shuts down after 10 minutes from getting warmed up.

I called Dell and at this point I asked for a similar size flat screen panel. They said the Technician said the flat screen would not run on my unit, and I have to go with another clunker monitor. (This will be #3). Then the customer service rep offered me a $100.00 coupon to put towards the purchase of a new flat screen monitor. Why this you ask? They are not remembering what was said. I am very, very upset with Dell and at this point they should have just given me a flat screen monitor and I would have been satisfied. Now it's going to brew and brew and consumers should know about how bad the service really is!

Jeff Larsen

September 18, 2007 05:13 PM

I recently bought a Dell XPS 210 with Vista Home Premium and all the goodies. Several problem areas to be aware of (besides Home Premium). About once a month when I start up the computer it is speechless. "No audio device installed," it declares. I have talked to tech a half-dozen or so times about it, and was an eyelash away from getting the mother board replaced, when I got a frantic call from a Dell tech. He told me to open up the box and "press down on the mother board." Hmmmmm? Interesting fix, I thought. But it worked. The audio miraculously became "installed." But now I'm forced into that procedure about twice a month. Not good. I plan to demand that Dell replaces the mother board before Mr. Warranty expires.

Dell 2707WFP monitor: This is brand new $1100 monitor and the CF card reader doesn't work. I just wrapped up a 3-hour tech session with no satisfactory resolution (no pun intended. The last tech I spoke with said most likely Dell will have to replace the monitor with a new one. I hope Mike Dell hasn't spent that $1100 yet!

Video Cards: Don't ask Dell about video card compatibility issues. Most likely the tech you are speaking with knows less about video cards then you do (which, in my case, is very little) and will sell you the highest priced one on the shelf. It's a real nightmare to try to return anything to Dell, but perservere. Google Dell ARRC for the correct address for returns (be sure to get an authorizaton number). And for God's sakes, stay away from ATI video cards. Worst tech support on the planet after Intuit.

Rob Cannon

September 19, 2007 03:03 AM

Try ordering a truly custom dell, you can't do it.
While dell claims to allow you to build your own PC when it comes right down to it the answer is "we don't allow those offerings with that OS".
They will even go so far as claiming that the offerings they do allow will meet expectation, and when it doesn't will allow you to spend more than 20 hours on hold while they "fix it" only to send you another identical system that didn't work to begin with.
If your a non-standard Microsoft user, don't bother with dell, they aren't that competitive in price, and while the customer care agents do their very best to help, the companies "like for like overide policy" will leave you holding the bag.

Mike

September 19, 2007 10:00 AM

I'll take the opposing side. It's easy to find passion about problems, we all have. But it's hard to find someone that'll write a complimentary note when everything goes as expected.

I'm an independent consultant, I assist my clients in buying computers all the time. Dell's business computers are the best on the planet. They last longer and are better engineered than any other. Dell's support is the best on the planet, for those that have paid for it.

No company can offer free support, for anything. It HAS to be paid for, it just so happens that the complexity of PC's makes the support cost too big to hide in the pricetag.

If you want to save money on your computer purchase by price-shopping, expect to have cheaper support response. Good support is not free, it's not easy, if you want good support, it better be a line item.

Warren

October 24, 2007 03:11 PM

The worst customer service in the world is truly an apt description for Dell AND Dell Financial Services. Fortunately we have not had issues with the hardware, but Dell Financial Services is a swirling vortex of mismanagement if ever there was one. It is the worst run company I have ever come across. Customer Service and Customer Support are at one end of the universe, Dell Financial Services is at the other.

Since February 2006 our monthly lease payments have gone into the black hole of Dell Financial’s bank account, never to be reconciled with our account. We have received countless “late payment” notices, “past due” phone calls from collectors and even threaten by a Tony-Soprano-wannabe debt collector who promised he will “Never go away!”.

I’ve made countless calls to their “Support Center”, waited on hold for hours only to repeat our story every month to yet another “Customer Service” representative who will “look into it and fix” the billing errors. The calls – and my time – were simply wasted. As I stated in my letter to Mr Dell and Mr John Zevoyna, CEO of Dell Financial, rather than waste more time and effort trying to get them to correct THEIR mistake, I will devote that energy developing and promoting www.indellhell.com as a support forum for poor mugs like me.

If there is a way out of Dell Hell… will someone please save me!

Eric Gooch

November 4, 2007 07:53 PM

"Dell support center" update = norton "malicious scipt" blocking. Nov 4, 2007. Had to be removed. Oct, 2007, India call centers prove to be malicious themselves. Firt call: On repair of graphics card recommends removing memory to see if it still beeps. Third call: remove graphics card and use onboard graphics. Works. Have to spend five minutes with manager to assure him they are OK. They send graphics card but not tech support with my onsite 24.7 support.

Shin

December 18, 2007 05:47 PM

I bought a Dell Inspiron 530 for I trusted their brand, and we used dells at our company.

Unfortunately, it's a totally different model from what I use at company, which is Dell Optiplex 745.

So, I called the people to return the machine. As I can see already, people cannot return to their outlet stores directly. The address I got is also:

Dell Arrc Austin
8801 Research Blvd, Suite A, Door 4-8
Austin, Texas 78758.

The reason to return is that there is no 64-bit drivers for vista with this model.

The funny thing is that they send me an email with all the 64-bit driver locations, but they REFUSE to send me the return address through email. I have to repeat againg and again over the phone, and also check online like maps.live.com to confirm the address.

I lost my faith in Dell as regular customers, even through they provide very good service with large business users.

Gary

February 16, 2008 01:56 AM

I recently purchased a computer through you web site for the first time and found the results very revealing and disgustingly unpleasant.

When I was in the process of checking out there was one and only one shipping method listed. That was the method of “Next Day Air”. As I was making a purchase through the Small and Medium Business division, this was a Previously Ordered New computer and there was no indication of any other shipping method listed, I thought that was how you people at Dell shipped everything in this division. Although it was going to cost my business and additional $109.00, it was a bit of a comfort that I would have the computer the next day. I placed the order on February 5, 2008 and at the latest I would have the new computer on February 7, allowing a day for you to process the web order.

February 7 arrived and there was a very small package from Dell delivered. Only the software and the surge protector arrived. Where, I wondered, was the new computer? Had it gotten lost, stolen, shipped to the wrong location, I had no idea. All I could envision was what kind of lengthy, convoluted process will it take to wade through insurance claims, invoices, affidavits, claim adjusters and who knows what else to finally get a computer. I was considering my source for a computer a very poor one. I should have just gone to a retail store and bought one directly.

February 8 saw the delivery of a very large box with a Dell label on it which I thought must be the remainder of the order. It was a day late but only one day late. At least it was here and my ill feelings dissipated and I thought I could finally get the computer up and running. Wrong again. The only thing in this box was the base, no monitor. So still no usable computer and my thoughts returned to the previous days sentiments.

February 9, no delivery. I should have just gone to a retail store and bought a computer directly.

February 10, no delivery. I should have just gone to a retail store and bought a computer directly.

February 11, no delivery. I should have just gone to a retail store and bought a computer directly.

February 12, no delivery. I should have just gone to a retail store and bought a computer directly.

February 13, no delivery. I should have just gone to a retail store and bought a computer directly.

February 14, no delivery. I should have just gone to a retail store and bought a computer directly.

February 15, no delivery. I should have just gone to a retail store and bought a computer directly. Obviously the monitor for the new computer had been miss-directed, gotten lost, stolen, or something else. Who knows. And the concept of “Next Day Air” was just a ruse. I called your customer service department at 1-800-456-3355.

Let me tell you, that is a challenge not for the light of heart, or those short of time. I am left with the impression you have intentionally made the computer that answers the phone direct callers in such a lengthy, labyrinthine path that you expect most people will eventually give up and not pursue the reason for their call. Not an ethical way to conduct your business.

I finally talked with a real person, in what division I cold not tell you. He directed me to another division when I told him the reason for my call. That number was 1-800-624-9897. Fortunately he transferred my call. When someone there finally answered the phone. She also directed me to yet another division that could help me, maybe I’m thinking. Maybe I’ll just keep getting re-directed until I get tired of it and quit pursing the reason for my call. This is familiar! The phone number she gave me prior to transferring my call? 1-800-456-3355. Does that look familiar? It should, it is the first number I dialed initiating this phone process. I had come full circle! So really, you do create a process that is terribly lengthy and labyrinthine to wear callers out hoping they will just give up. An atrociously unethical business practice.

After all this and waiting time and time again, I did finally speak to Brad. I explained to him how I had placed an order and been charged for “Next Day Air” and even with the forbearance I had allowed, Dell’s concept of “Next Day Air” is more like Next Couple of Weeks Air or Next Month Air. I requested a refund of the $109.00 “Next Day Air” fee assessed me as the only shipping method available when ordering. During the process Brad excused himself and consulted his supervisor several times about how to handle my request. Eventually Brad told me I would receive a refund. After another consult with his supervisor Brad explained that because the $109.00 fee for “Next Day Air” was only charged for one of the boxes shipped, and it was delivered only one day late, I would only receive a $50.00 refund.

And I thought all this lengthy, labyrinthine, convoluted process to wear customers out was unethical. This takes the cake! What you are telling me is I paid $109.00 to have the one software program (MS Office Home and Student 2007) and the APC surge protector delivered “Second Day Air” which you at Dell are calling “Next Day Air”! $109.00 to ship a package weighing maybe a pound “Second Day Air” which you at Dell are calling “Next Day Air”. Do NOT expect me to ever speak favorably of Dell computers! You could refund the remainder of the “Next Day Air” fee, you could refund the entire fee for the computer. These business practices evidenced by the processes I have experienced first hand are despicable and I will be telling everyone I see, write, or speak to about them.

If you want to initiate a process of abrogation, someone there at Dell would be judicious to respond to my letter in a manner that demonstrates a complete understanding of the deceitful, unethical manner in which I have been treated. There are no doubt others have been treated the same.

You need to modify your web ordering process to include several different methods of shipping.

You need to be honest when indicating to customers how long it will take to deliver the product. If you cannot deliver the product “Next Day Air”, do not offer it.

You need to honestly inform customers how long it will take to ship the product to them.

Intensely disappointed,
Gary

JOHN

February 22, 2008 01:43 PM

HI I DECIDED TO PURCHASE MY 2ND DELL DESKTOP. I ALSO PURCHASED MY DAUGHTER A NOTEBOOK BOTH OF THESE PC ARE THE NEW INSPIRON. I RECIEVED THEM THIS NOVEMBER 2007. I BOOTED MY DESKTOP UP AND THERE WAS PROBLEMS WITH THE INTERNET, NONE OF MY WXP PROGRAMS WOULD WORK PLUS IT WOULD JUST LOCKUP SHUT DOWN. WHEN IT DID NOT SHUT DOWN INERNET WOULD GO TO BLANK PAGE OR NOT AT ALL. I WOULD TRY TO RESTORE AND BACK TO DESKTOP AND BE TOLD IT WOULD NOT RESTORE EVERYTHING IS THE SAME. FINALLY AFTER STRUGGLING WITH ALL THESE ISSUE AND NOT GETTING ANYWHERE I WAS TOLD BY IT WOULD BE OK TO INSTALL WXP 2005 MCE TO HAVE MY PROGRAMS WORK OK. DELL ALSO DID A PURCHASE THAT I AGREED TO KEEP THE DESKTOP WOULD REMOVE SOME MONEY AND 1 MORE YEAR ON THE WARRENTY. I INSTALLED WXPMCE 2005 AND MY PROGRAMS ARE WORKING BUT NOW THE MCE IS NOT OR THE REMOTE THAT CAME WITH MY SYSTEM. MY ERROR IS IR HARDWARE NOT DETECTED. I HAVE CALLED DELL WHO DEALT WITH THIS 5 TIMES THROUGH PHONE CALLS AND TAKING OVER MY PC. TO SAY THAT IT WAS A DRIVER PROBLEM AND WOULD FIND ME ONE. FINALLY THEY COULD NOT FIX THE PROBLEM AND TOLD ME WE GIVE UP EVEN THE SUPERVISOR TOLD ME THE SAME THING. I WAS TOLD FIND SOMEONE PRIVATE TO HELP ME WHERE I LIVE. I TOLD THEM I AM IN A WHEELCHAIR AND I DO NOT HAVE A CAR STILL THEY SAID I CANNOT HELP YOU. SO I CONTACTED MICROSOFT AND PUT A CHARGE ON MY CREDIT CARD TO BE HELPED WITH THE SOFTWARE. WHEN I FINALLY GOT THROUGH WAS TOLD I WOULD BE HELPED RIGHT A WAY AND IT WOULD BE FIXED. SPEAKING TO A PERSON WHO TRANSFERED ME FOR I NEEDED TO BOOK A CALL BACK. SEEMS I HAVE TO WAIT TILL MICROSOFT CALLS ME BACK. THE ONLY THING IS I LIVE IN CANADA AND IT IS A SERVICE THAT IS COMING OUT OF THE PHILIPINES. NOW THERE TIME CHANGE IS MANY HRS AHEAD. MY SLEEPING TIME VERY DIFFERENT. THEY CALL AND I AM SLEEP OR WHEN I DO GET PROMISED A CALL BACK IT NEVER HAPPENS OR I GET HUNGUP ON OR TRANSFERED ALL AROUND AND PUT ON HOLD. I HAVE BEEN TRYING TO GET HELP SINCE FEB 2ND 2008 AND HAVE STRESSED THIS BUT I HAVE HAD NO HELP. LAST INQUIRING WAS A SORRY AND IT HAS BEEN TOO LONG FOR THIS TO BE GOING ON WE WILL HELP YOU. PUT ON HOLD HUNGUP ON. SO THE ALL THE OUTSIDE HARDWARE TO HAVE TV WORK ON MCE AND REMOTE IS JUST WASTED. THIS ALL STARTED FROM DELL CUSTOMER SERVICE TELLING IT WOULD BE FINE FOR THE SAME HARDWARE THAT IS IN THE INSPIRON 530 IS NO DIFFERENT AND JUST GO AHEAD AN INSTALL WXP MCE 2005. SO I PAID FOR A TV CARD AND IR HARDWARE THAT JUST SITS THERE. IF I HAD CALLED MICROSOFT ABOUT SOFT PROBLEM OTHERE THAN MCE I WOULD OF BEEN HELPED RIGHT AWAY. IT SEEMS THE HELP THAT IS OFFERED IS DONE IN ANOTHER COUNTRY JUST PASSING THE BUCK. AS THE SAYING GOES NOT MY JOB MAN.

YAHWEH'S BLESSINGS

Joan K. Boyden

February 27, 2008 11:17 PM

I called Dell today about a computer bought through their website which arrived with what my computer tech calls the 'Blue Screen of Death'. After being transferred, I spoke to someone who said from the information given him by me I would need a new hard drive. (This is on the Dell Inspiron 6400). Now, after having read all this, I am afraid to wait for the "be shipped to you tomorrow new hard drive". Will it be tomorrow next week, or tomorrow next month? And will that solve the blue screen of death that continually comes up on the screen? I will continue this later, letting you know what the outcome of this problem is......... Glad to be able to vent.. It is a sorry affair that a computer is shipped out to a customer, dead before it arrives!! Ok, so when the hard drive arrives, I will print page 2, Paul Harvey, GOOOOD DAY!.....and let you know if it solves the problem, and if it arrives when stated.

Jack Connolly

April 16, 2008 11:15 PM

Reading through these comments, there's a fair few horrific customer service issues. But Dell is also getting some unfair flack.

People moaning about them not sending recovery CD's after the warranty expires should understand that that would break the windows license and therefore there is no way that Dell or any other mainstream computer company can legally send you another disc in this kind of situation.

There's a lot of comments in here moaning about how they lost their files etc when Dell made them reformat to fix a problem (when the problem is likely linked to software the user installed); when it sounds like exactly the fix I would perform if someone brought their comp to me with the problem.

The outsourcing of the support to India is obviously a problem, although many companies have taken this route now. Personally I've never phoned tech support for either of my dell and ibm desktops and laptops, but someof the stories you hear are completely unacceptable.

That said, Dell sells a lot of computers, and I imagine the vast majority (including mine and my brothers) go without a hitch; with that kind of volume there are going to be people who get unlucky.

Pete Muse

August 10, 2008 06:27 PM

BE AWARE:
I live in a state that has a tax free weekend to purchase school supplies including computers up to $3500. I checked with Dell, and was told I would be credited for the tax on the purchase. I placed an order for a Dell Vostro on the Saturday of this weekend for my daughter because it had all the requirements she needed at her university plus she wanted XP and not Vista. Unfortunately for me, the only way to get XP is to purchase online through the Dell business division. Even after checking with the State and being assured I was eligible for the purchase tax free, Dell refused to credit the tax back to me. After multiple emails, sending the state revenue dept. information to Dell, and a great deal of frustration I'm giving up. I don't have time to cancel and start with a new supplier since school starts for my daughter this week. Anyway, I'm through with Dell. I'm sure they'll miss me.

Jessica R

August 19, 2008 06:41 PM

I called Customer Support after 5 hours on the phone with Technical Support who told me that I needed an upgrade to get a feature that I was told was on my current monitor upon purchase. Customer Support told me to sell my monitor on Ebay (true story) and call them up after to purchase a new one. I spoke to 4 different representatives including supervisors (one of which did not report to anyone) and they all read off of a paper telling me that there was no way to upgrade my monitor without my purchasing a completely new monitor. I explained that if I had purchased my original monitor under the impression that it worked for what I needed, then I should not be forced to purchase a completely new monitor. I stated I was willing to pay the difference, but I was still told that there was no way that I could have an upgrade. This will go beyond Dell.

H.R. Haines

September 12, 2008 09:25 AM

I just spent a week trying to get a new 9-cell battery for my 1-year old Inspiron laptop. First, one might wonder why a 1-year old battery died suddenly? Overlooking that point, the next question is why did it take me a week? This is because my first attempts to use the website were refused because my "service tag" was "invalid". Strangely, when I (finally) spoke with someone (after being misdirected twice and disconnected once) they had no problem with my service tag number. The sales person I spoke with took my order and 4 days later delivered the wrong battery.

In attempting to return it and get the right one the following senario ensued:
(1) I was misdirected to the wrong department, TWICE
(2) disconnected, (once)
(3) finally got through to customer service and arranged a return
(4) was transfered to sales to place the correct order
(5) disconnected in the transfer
(6) called back but put through to a bad connection,
(7) hung-up on,
(8) called back and put on hold for 20 minutes to speak with a manager,
(9) disconnected,
(10) called back and had to argue to speak to with a manager,
(11) spoke with a manager who refused to do anything other than say she would place the correct order,
(12) had the manager TRANSFER me (so much for help from managers!)
(13) had a new customer service person finally admit (after a week and 3 hours that day alone on the phone) that the 9-cell battery was out of stock & I COULDN'T EVEN PLACE AN ORDER - I would have to call back in a week, or two, or three - when their system would allow them to accept an order (so much for their technology!)
(14) after resigning myself to the fact that I would have to keep (and pay for) the wrong battery if I wanted my computer to function I requested that they cancel my return - however this mean getting transfered BACK to customer service (from sales)
(15) in the process of being transfered I was DISCONNECTED.

I cant believe I spent $3000 for this! I'm never buying Dell again and have already told all my friends, family, and students not to trust Dell. This is a clear case of lack of corporations using global dispersion and a wall of depersonalising technology (phones and internet) to create world they they can deny accountability. Without a location or set person(s) to talk to complains fall into meaningless blank space and can be ignored by the corporation.

A good reason to buy locally and talk to real people.

MyZeroWaste

October 22, 2008 03:36 PM

I ordered and paid for a new dell latitude E4200 on 18 sept/08 The online tracking said delivery on 23 october. Today 22nd october, I have an automated email to say it will be 24th November. Over 2 months waiting! At this rate there will be a new model out before I get mine. Dell have no right to take orders with this type of waiting period, plus I lose 2 months interests on my money. Very dissapointed in dell.

anonymous

November 22, 2008 05:19 AM

Being a technical support associate for Dell from India, I feel very agitated about the comments referring to the Indian support. If you beleive that ending outsourcing is going to improve the experience,I think you are wrong. Outsourcing is happening because of the cost factor. As a consumer, you look for best possible quality of the product for the lowest prices. With the advantage of outsourcing cost factor, Dell is able to have 4-5 technical support support associates instead of one in US, which results in lesser wait time in the queue. The quality of the service is the same as the training deliverd to both the technicians in US and India is the same. Also most technicians recruited in India for the support are graduates (technically qualified), which is a rare senerio in US. The internal research has already proved that there is no difference in time taken for a resolution whether the support is from India or US. If the technicsl support has to be resourced back to US, there can be 2 consequenses, 1)consumers has wait for days to get the support or 2)increase the warranty cost to so much that it would be better to buy 3 systems with out warranty than buying one system with warranty.
I aknowledge there are some communication barrier sometimes, however this is minimal as English is language of instruction in most Indian educational institutions, all most all the technicians recruited for the job are proficient in the language. Offcorse there are cultural barriers.

I believe the biggest barrier is that most consumers do not understand the warranty agreement. Most of them would not even bother to read it and come to support with unrealistic expectations.

Second barrier is that they do not plan the requirement when purchasing the system or do not consult the riht people before the purchase that they end up finding that their expectations with the product is not met.

Third barrier is that most consumers like to get free support for problems which is not within the scope of the support.

If it about the Dell systems, of all the system sold by Dell, only 2% consumers contacts with problems with the system out of which 60% issues are out of scope issues.

Another problem I see in the forums is with field service. I am not denying the fact that there can be delays because parts are out of stock especially for the systems that are not in production. You will need to understand that the field service is done by service providers in US.

Dr. Lewis C Shigley

February 13, 2009 10:36 AM

Last week my Dell computer suffered a virus attack and I decided to use my reinstallation disc, but for an unknown reason I couldn’t accomplish the task. I then called Dell’s number to obtain assistance.

After 30 minutes or so with the first person in India to which I spoke, I was asked to give them a credit card number and be charged a $129 fee in order that my problem be resolved. I was referred to several different people and finally a technician told me that in order to be helped he would have to consult his manuals and would call me back In 30 minutes.

I never heard from him again.

I then checked with Citibank who is the issuer of my credit card and found Dell had indeed charged me for a service I never received. I then called a local computer expert who, after checking, advised that my hard drive would have to be replaced and all programs reloaded. He returned my computer this Monday and charged me $315.

I have emailed the service people and they have flatly refused to issue a credit for the service I never received. This is so patently unfair that I then decided to write to Dallas to appeal this shoddy treatment. I have not heard from these people and probably never will.

I not only have purchased four Dell computers as gifts and for myself, but my wife and I jointly hold Dell stock. We have, until now, been faithful Dell users and investors.

My appeal is for them to reverse the $129 charge and admonish the so-called customer service people who have been absolutely adamant about doing the right thing.

Tibi

March 25, 2009 02:28 PM

My new Dell computer, still in warranty, was unstable running on Microsoft Vista 64 bits. On 03 March 2009 I called Dell to ask for a change to Vista 32 bits. They told me that I will be charged for the new CD, I agreed, the confirmation number of our transaction is 656125816. A week after I received 2 CD-s with Microsoft Vista 32 bits, and I realized that Dell charged me two times. I called Dell on 25 March 2009 asking for a refund, and telling them that I will send the extra CD, unaltered, unopened, back to them. One representative and his manager told me that they cannot reimburse me because 21 days have passed after the transaction day, and that Dell's policy is that if the customer is not satisfied with the product he/she can return and be reimbursed only within 21 days. I told Dell's representatives that in this case 1) it is about Dell's mistake and 2) there is no question of satisfaction, I received the same CD twice.

Jane Hanser

May 9, 2009 11:44 AM

Having purchased a Dell Inspiron desktop back in November, 2008, but in January, my Dell-All-In-One printer wouldn't print or do anything. I called the technical support person and he encouraged me to get a new printer because it'd simply be easier to get a new printer rather at $89.00 than to get it fixed.

Unfortunately, I listened to him, but in the meantime, the printer I ordered came and it wasn't what I wanted. It took 3 days and being transferred to every Dell Customer Service center on the globe just to get a freaking packing slip.

I took the printer to my local UPS center at Staples here in Bloomington, thinking the printer would be returned to Dell and life would be good.

Ironically, every month since January, I've been receiving calls from Dell's Financial Service saying that my account with them is in jeopardy and I should be pay $169.00 for a printer that was originally $89.00.

To make matters worse, I had UPS recently track my printer and to my horror, Staples never sent the package out because Dell had sent me a falty package label. So, this past week, I've been trying to contact Dell and explain my situation to them, but when I get a hold of someone, I get transferred and put on hold sometimes up to a half hour only to be told that I have the wrong department. The other night, I finally got a hold of someone who spoke English, but then when I told her I needed a good UPS packing label and their address, she said, "Well, you'll have to go online for that, and there's nothing further I can do for you."

To date, I can't get a good return shipping label for Dell, and I refuse to pay for a printer that should have gone back to them.

If you have the patience of Job when your computer breaks down and you need to return it, then I'd say get a Dell. Otherwise, check into other brands because Dell quite frankly, sucks.

Tony Elshout

May 15, 2009 04:41 PM

About a month ago I ordered a battery for my Latitude D520. About 10 days later the battery arrives but it is the wrong part. I then call Dell and order what I am told is the correct battery and was switched to someone in India. After about an hour on the phone I was finally given a return authorization number and was told a UPS return label would be emailed to me. 3 days later it had not arrived so I went through the same gyrations of 1 hour on the phone. Same problem, my UPS return label was not emailed to me. Then spent about 3 hours on the phone and finally got a return label.

The second battery arrives and guess what? IT IS ANOTHER BATTERY BUT STILL THE WRONG ONE. I went through the same crap trying to get a return authorization number and a UPS return label which takes a total of 3 days.

In the interim period I called Dell Gold Support was was given the correct part number for the batter for my laptop. Called again and ordered it.

So here I am about a month later and I have paid for 3 batteries (I was told Dell won't credit my credit card for about 30 days) AND I STILL DO NOT HAVE A BATTERY. I've spent at least 10 hours on the phone speaking with various fine people in India who keep making the same mistakes. If Michael Dell were to walk by at the moment I would strangle him.

EJN

June 7, 2009 12:29 AM

We have two older Dell systems, and purchased another laptop. I received it on 6/2/09. On 6/5, I decided to try to connect to the internet via a cable modem -- the same modem that works perfectly in the desktop. It would not connect. (I'd worked with a third-level tech at our internet provider to assure that the problem wasn't at their end.)

I spent 10+ hours on the phone with various tech people, all of whom were unintelligible (in India?), and the problem wasn't resolved. Someone walked me through a complete re-image of the system. Other techs took me to deep dark places in the system to tweak different functions. The last person -- I'll call him "Bob" -- at Gold Level Support spent 1.5 hours with me. No luck. (However, he was personable, seemed very competent, and SPOKE ENGLISH!) Bob told me to contact him on Saturday (today) if I hadn't heard from anyone. I sent him an email early today, but got no response.

As there's a 21-day period in which to return a system for any reason, I told him I felt the system may be a lemon and I'd like a refund. (You shouldn't have to re-image a two-day-old system, and it should connect to the internet.) He told me someone would call me "soon" with instructions for returning; nobody called. After four hours of waiting for a call, I called them.

It was Friday night, and I was told that the office I needed was closed for the weekend. Apparently, they're more than happy to TAKE your money 24/7, but they don't want to be bothered with you except M-F regular work hours.

During my 10+ hours, I was put on hold and then the calls disconnected, I was lied to three times with promises of return calls which never came, two on-line chat sessions ended without the reps advising me they ended -- just left me hanging. My hair hurt from trying to understand the language. I cannot even recall the number of times I was directed to the wrong department. Some techs said they'd transfer me and would "stay on the line" until the department answered. Click! Dial tone. I started to document my journey, but gave up on that after four hours down the road.

The irony is that I could have purchased another brand from Fry's, Best Buy, etc., with more/better features, for less money, and without a two-week wait for building and shipping. I settled on Dell because of (1) quality products, and (2) customer service; I thought it would be worth the wait. Obviously, I made a mistake.

This morning I located an on-line return form at the Dell site. The generic confirmation on the site said I'd receive a personal email confirmation within a few hours. Twelve hours later, I'm still waiting for THAT.

Oh... and the DVD player wouldn't work because it wasn't configured for USA, and that had to be tweaked. Doesn't Quality Control check these things?

We purchased it through the EPP at my husband's Fortune 10 company (I'll not say the name). At this point, all I want is the money credited to MasterCard ASAP so I can purchase a system locally but nobody at Dell will acknowledge my queries. I'm worried that they'll NEVER give me the go-ahead and procedure to return.

It's fair to note that we've generally been happy with service on our other two systems. Still... that was then, and this is now; things appear to be slipping at the company.

Tony Wilson

June 30, 2009 06:37 AM

If you are frustrated like me about getting nowhere with the overseas customer service department of Dell try contacting someone higher up the chain. In Australia call 13 33 55, choose option 4 and put in 5553. A lovely man named Charles should be able to help.

sidewinder

November 30, 2009 12:37 PM

short story about big bad DELL/PREMIER lets not forget that word (premier)in 2006 I purchased a NEW DELL????but was sent a refurbished DELL with a extended warranty which started a chain of yes,no,yes,no,chain of unanswered questions and answers a 2005 settlement for a 2006 purchase (rub the scam and a jennie will appear) I live in the USA but I have reason to believe CANADA is where my personal information resides Dell/DELL how ever you spell it has no more use to me then a stray of some type that was welcomed in under false inpressions just a digital device sold under a prepaired plan and the DELL AGENT ALONG WITH HER (FID) NUMBER AND E-MAIL ADDRESS WAS GONE if I had any problems with my New purchase give me a call or e-mail me a comment gone babe gone what a web we can weive when we pretent to do business that protects your privacy (shit and fall back in it)is all I see that DELL offered me and my purchase heaven forbid when the warranty expires bet me money my Dell/DELL will have parts dropping off of it left and right no worries the settlement was a 2005 thing remember the person before me got lucky I got the refurbished one with a warranty to save the day not viewable to the purchaser but makes good web page reading.I have nothing better to say about DELL and I wish I had spent my money else where that offer to (build your DELL to your needs) funny but sad plus plenty of department reps to complain too.I have(five)DELL case numbers pending concering my continous complaints to the Round Rock Texas division of purchase not one is on a file of record must be in CANADA you think.Security et,.al and all OTHER ISSUES WITH DELL has failed 100% got to go my wireless (plug-in) is showing signs of a low connection.?????

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BusinessWeek writers Peter Burrows, Cliff Edwards, Olga Kharif, Aaron Ricadela, Douglas MacMillan, and Spencer Ante dig behind the headlines to analyze what’s really happening throughout the world of technology. One of the first mainstream media tech blogs, Tech Beat covers everything from tech bellwethers like Apple, Google, and Intel and emerging new leaders such as Facebook to new technologies, trends, and controversies.

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