Tuesday, September 28, 2004
Dell Gripes
Have you had problems with Dell? If so, tell the world about it here. You can do so anonymously, however if you ask a question an email address is necessary to get any responses. Two rules: no cursing and no phone numbers of Dell employees.
145 comments:
I purchased my computer in August 2004. I was supposed to get a printer with my package. I have yet to receive a printer from dell. I have emailed them many many times. No response. I have called them and gave them my tag # and everything else they asked for. No printer. I order an A: drive. My computer was delivered without an A: drive. Most of Dell's site have email address you can email them. But they don' work. I hate dell. My email don't work either. Most of my mail is returned. I need a computer that works. and I need the printer that I have paid for in August 2004.
E.J.Branch
ladeva5007@aol.com
I have been given a Royal runaround by Dell. I was given a coupon number for $750 off and the page was down so that I could not receive it. I tried at least 8 times and my daughter tried 5 times. When I finally got a person on the line to protest, the promotion was over and that was all to it. These are very poor business practices and I will not shop Dell again.
Dell promotion is bogus. I purchased two sets of computers and was salestalked to getting financed through Dell instead of using my own credit card, saying there will be no interest no payment for certain period of time. However when I received my first statement fine but on my second statement finance interest were charged. After multiple phone calls and long talks to customer service support I have been told that there was a mistake. I ended up paying off all the accounts and used my own credit card instead.
Dell Customer Service has a very annoying way of reminding you if there is an outstanding balance in your account. They will make your phone ring and you will be shown through your caller id their automatic reminder their 1866-3955011 but nobody will answer if you pick up. And this won't stop until you pay your account. However, if you have an outstanding dispute with your account, they they don't care, since they said they cannot do anything about their system. It sucks... especially if it is not your fault if they are not doing their job looking into your complaints.
This is a complaint against Dell Computers and CITI Bank financial practices. I purchased my Dell computer, screen and printer last November. The total price was $1,450 (+-) I explained to them that I was on a fixed income and needed my payments to come due on the 3rd of the month. Since my old bank would honor my checks if they came in a day ahead of my automatic deposit, they paid the debit.
I now have a new bank, and they do not honor the debit without incurring a charge. When I received the bill shown in this correspondence, I was shocked to see that I now owe more than I started out with. Since all of Dell’s Customer Service Representatives are in India, I sometimes run into a language/cultural barrier. There have even been times that I have paid more than the minimum payment due.
In spite of all this, I have not missed a payment since purchasing the equipment. So how the heck do I incur the charges listed on this invoice? Please note that the interest rate is 28.24%. This is supposed to be an American business. Yet, this percentage rate is nothing short of usurery. I would like your help in stopping this practice, or at least exposing it.
Thank you
Etha Gray
I was considering purchasing Dell notebooks for my office in India. But the fellas DO NOT REALLY CARE TO EVEN SELL ME THEIR STUFF.
As if I don't have a choice. I'm considering a local brand.
Ravi
Dell customer service is a joke. Have an extended warrenty that I paid extra for ($350 for home service if necessary). 15 phone calls later and 10 hours of time and the computer is still not working. What a joke. My wife was actually crying after speaking with them today. We paid a lot of money for a top of the line machine and got a pile of crap. Oh, by the way Dell says that they will call back when they find something out (5th time they have said that and still waiting).
DON'T BUY A DELL. The heartach and time spent screwing around with this company is not worth it.
We found it easy to purchase our Dell PC and it arrived as described. Dell’s greatest shortcoming is their pathetic telephone support line. Dell appears to hire for the applicant’s ability to speak English. Computer knowledge is virtually zero. Each sentence is followed by the command to “hold on for a moment”. Some moment! What should be a 5-minute call will take 45 minutes, and even at that, the likelihood of the problem being solved is dubious!
Our previous PC online purchase was through IBM and their telephone tech support is excellent. We certainly weren’t prepared for the “Dell Experience”.
I had all the numbers in place.........My lap-top was ready to be made and shipped...As a businessman, I chose the 0 interest...UNTIL.....They tried to shove the AOL down my throat.......I will not but a computer that has been tainted by AOL.....I do not want them anywhere on the computer.
Sorry DELL....Dump AOL....They are bottomfeeders!
Daniel George
Little Rock Arkansas
Seems the at home crap is just that....crap
I have never in my life dealt with such ridiculous customer service. I left the phone in tears after being on hold for two and a half hours. I can not restate how horrible the customer service was. After two months of purchasing my computer, the video card went bad. Now, I have to pay for it? There is something seriously wrong with this picture. Oh sure, they will replace it for you--as long as you pay.
I purchased a computer from Dell the beginning of Nov. for my son. BIG MISTAKE. Dell's customer support is none existant. I bought a wireless router & was assured by the person taking the order that his computer on the 1st flr. would receive the signal from mine in the basement. WRONG. Everytime I called the 800# my call got sent to India where they kept putting me on hold to look things up. I was told a "router technician" would get back to me the following day to help me. IT'S BEEN OVER A WK & NO PHONE CALL. I called the orignial sales person to try to return the router, lft 2 msgs and 2 e-mails, & NO RETURN RESPONSES. I tried calling Corp. Offices in TX. THEY WILL NOT CONNECT YOU TO THE EXECUTIVE OFFICES. WHY NOT? ARE THE EXECUTIVES BEING BOMBARDED WITH UNHAPPY CONSUMER COMPLAINTS. I STRONGLY DISCOURAGE ANYONE BUYING A DELL COMPUTER. CUSTOMER SERVICE IS NON EXISTANT!! I HOPE MICHAEL DELL IS ENJOYING HIS MILLIONS FOR NOW. WITH THIS LEVEL OF SERVICE, I SEE DELL LOSING PROFITS IN THE FUTURE.
Letter to UK MD Bill Rodrigues about Customer Services and the Axim range.
From Brian Minkoff
bmm@lineone.net
17.12.2004.
Dear Mr Rodrigues,
Re – Axim X50v.
I am in the market to buy some VGA PDA’s for myself and my staff and have cut the choice down to either the X50v or the Ipaq 4700.
Having had Dell Desktops I am inclined to go with the Axim, however as you can appreciate, one is reluctant to make purchases on publicity blurb alone. I can try out the Ipaq at any gadget high street shop, but this is not the case with your products.
I notice from your web site that your USA branch offers an unconditional returns policy (and sells the X50v at a little over £200 against your price of £340, but that’s another bone of contention for another time). There are no similar promises on the UK web site, and none of your staff either in India or Bracknell can tell me what the returns policy is in the UK. Indeed several E- mails to your Sales and Customer care Departments asking for clarification have been ignored.
I find it strange that simple Company Info about a returns or try-out policy eludes your people. Indeed nobody I spoke to either knew your name or where you worked.
Perhaps the lines of internal communication at Dell UK are being stretched too far, or maybe you are part of some secret government organisation playing at selling Computers in your spare time ?
I would be grateful if somebody from Dell UK came back to me about the possibilities of physically trying out the X50v- if you want to sell some that is.
Yours etc
Brian Minkoff.
Purchased a Dell Laptop on Dec 7th. Inspiron 8600. Got a good deal 1340 bucks including a printer and case.
Received a 5100 (worth about 900 bucks and not what I ordered on Dec 21). This was supposed to be a Christmas present. Called them. On hold for 20 minutes. Customer Service is outsourced to India so some of the phone personell have trouble understanding and communicating. Told them of the problem. After much discussion they said the correct computer would be sent and I would receive instructions on how to return the wrong computer. Never heard anything. Called again on Dec 27. Told it would ship next day. Checked online with customer number. Now I've been charged 1650 for the original one ordered (300 dollars more than I was quoted) and also for the wrong computer at 1200. So I'm now liable for 2800 dollars worth of computers I don't have. Cannot call anyone because I get put on hold and there is no recourse. This company used to be good. It is now run by a former Walmart executive who thinks price is the only issue. Service pretty much sucks and beware because this is going to be a nightmare to get this straightened out. A shame that a once great company now is a disaster.
tryed to buy 3 dell computers they called and said no problem well even finance you,, at 29.99 percent interest rate, if i remember right that is what the new york mob loan sharks use to charge, what a joke. there moto we are here to help you, yes they are and they are there to rape the consumer of there hard earned money, i would not buy from them now if they sold me one for one dollar, i would rather buy a e machine....dell can go to hell, you notice that rimes pretty damn good.
I bought a Dell Dimension 8300 in the spring of 2004. No problems for about 10 months..I go to my computer and it will not start up. I figure it may still be under warrenty.... and now the phone call to customer service. I talk to an Indian female..(do I really need to go into this) Huh? What did you say? HOLD PLEASE! So after an hour conversation she figures that I need a power supply and a motherboard. I have to get off the phone because I am a police officer and I need to handle a call. (may as well, since I have been on hold for ten minutes. So, thinking they would call me back, like I was told at the begining of the conversation, I hang up. I handle my call and await my phone call back. That did not happen!! So I call again and try to conversate with an Indian male. He tells me all I need is a motherboard. That was a two hour wait and conversation. All for nothing. Just needed a power supply. I could have told them that at the beginning of the conversation (if you want to call it that)
I had enough!!
Chris M.
ILLINOIS
I have been working for Dell Tech Support for a few months now and I can offer a few tips. First, if you are buying a Dell system, buy it from the Business side, not the consumer side. All consumer support is handled in India while all business support is handled in the U.S. You might spend an extra $100 or so for the same machine, but it's worth it to get someone who speaks English natively. Second, once you reach business support keep in mind that in the "business support" division, techs are REQUIRED by company policy to fix your problem. If you call back within 7 days with the same problem, the original tech gets a negative score for the original call. The tech is required to send you an email summary with details of your call. That summary includes a link that allows you to provide feedback to Dell about your experience. Those feedback messages ARE read by the managers and coaches at Dell Business Support and go into the files of each tech. If you have a bad experience, BE SURE to fill out the feedback form for the call so that the tech is accountable for the call. As I noted before, none of this is the same on the consumer side. Dell could give a crap about consumers, but 80%+ of Dell sales come from the business side.
per account # 6879 4501 1902 1687 391
payments being made regarding balance of $235.16.
automatic payment plan.
unjustified as new computer was never used and was returned in a timely manner.
The delay was due to the DPS service [# 50019201]as person did not pick up the computer as scheduled.
we were penalized as it was indicated that we were late in returning the computer.
from an irate customer who has been mistreated paying for a non used machine.
I have purchased numerous computers without the fiasco of purchase of a Dell desktop. I spent more than 8 hrs attempting to cancel a revolving credit agreement and to pay directly. My call were either booted from country to country or I received a recording after endless voicemails saying no one was available. I would gladly buy a more expensive machine rather than deal with Dell. I haven't tried yet to get technical support.
I'm a Dell customer of 7 years, BUT I just sent back my entire Dell system, and will never buy or recommend them again. They have slipped beyond repair.
The customer support Dell says is "world class service" is nothing short of unethical and incompetent. All of my contact with Dell was either in Panama City, or India. The reps speak poor english, and are very hard to understand. They seem to only be able to follow a simple flow chart and apologize. When I aked for a phone number to corporate, Customer Care said they didn't know the number. When I asked for the name of the Manager in Customer Care, they only said, "David". They also disconnected me from the chat Customer Care, when I insisted they provide me a solution to my problems...this happened 4 times!
In every transaction there was an error. From cancelled orders, to incorrect shipping methods, etc. I spent a minimum of 1.5 hour per call...that's per call.
When I asked Dell how they could rectify there errors, they said that they were only a "mail order company", and had no control over production & shipping.
If you press them, they will give you money off your order...they offered me $50, and then $75 credit. But in the end that was not worth all the trouble.
I bought a Sony Vaio now, and I'm a Sony guy to stay.
I'm a Dell customer of 7 years, BUT I just sent back my entire Dell system, and will never buy or recommend them again. They have slipped beyond repair.
The customer support Dell says is "world class service" is nothing short of unethical and incompetent. All of my contact with Dell was either in Panama City, or India. The reps speak poor english, and are very hard to understand. They seem to only be able to follow a simple flow chart and apologize. When I aked for a phone number to corporate, Customer Care said they didn't know the number. When I asked for the name of the Manager in Customer Care, they only said, "David". They also disconnected me from the chat Customer Care, when I insisted they provide me a solution to my problems...this happened 4 times!
In every transaction there was an error. From cancelled orders, to incorrect shipping methods, etc. I spent a minimum of 1.5 hour per call...that's per call.
When I asked Dell how they could rectify there errors, they said that they were only a "mail order company", and had no control over production & shipping.
If you press them, they will give you money off your order...they offered me $50, and then $75 credit. But in the end that was not worth all the trouble.
I bought a Sony Vaio now, and I'm a Sony guy to stay.
NEW DELL COMPUTER MAKES TOO MUCH NOISE!!
I have had my dell for 2 weeks (BOD 01-06-05), right out of the box after plugging the power in it was obvious something was wrong. The CPU fan was the unbearable louder than any component I have ever had in any computer that I have owned spanning 15 years. Called Dell Tech support and they ordered a new CPU Fan and sent a Tech. to install it. Noise problem solved.
I inspected the CPU fan the Tech. removed. It was made by http://www.datech.com.tw/ on July 9, 2004.
The tech said that Dell has not ordered a recall but instead continues installing defective noisy fans and letting the customer complain before correcting the problem. The tech. also noted that it was a very common problem.
My first negative experience with Dell tech support!
We made a routine purchase of a Latitude notebook over a year ago, with an extended warranty. The end user has not had it out of the docking station in the 18 months or so that he's been using it.
The other day I had the opportunity to install some software for him. He forgot his power cord and I figured the battery would give me enough time to do the install. The machine would not power up and the battery showed a full charge. After scrounging up a power cord I plugged it in. The machine fired right up. Unplugging the power cord brought up a message coded into the BIOS about the Pentium 4 systems not running on any battery that was rated at less than 3600 mAh. Okay, fine. I check the battery. The battery in the system is an 1800 mAh battery! No wonder it wouldn't run on the battery!
Contacted Dell tech support. Told them the problem. They told me to pound sand and buy a new battery because they only warranty their batteries for a year.
But the problem isn't with the battery, it's with the improper *assembly*, providing me with the wrong battery to begin with!
After 4 emails reiterating this fact, I'm just about ready to go ahead and buy another battery. It's going to cost less in the long run to just pay for the battery than it will for my time to spit back and forth with tech support about the deal.
shesh.
I bought a Dell computer and monitor 2 years ago. After the first year it started falling apart and was told too bad no warranty. Now my monitor is fritzing. I think this is outrageous!
Today I tried to discuss payment with Dell at the telephone number suppled. I went from handler to handler and no one would acknowledge that the money we owned then had not appeared on my Amex account and therefore I had not paid them. After almost one hour I gave up deciding that if they didnt want my money who am I to push it onto them.
I work for a large financial institution as a network admin. We switched to Dell over 2 yrs ago. I have had repeated issues with everything from wrong server being shipped to us to Dell support techs blowing away our array on production servers. I can relay nothing but poor experiences in all aspects in dealing with Dell. No one in their company wants to accept responsibility for anything. No one wants to make things right for any situation. They are simple the most horrible company to have to deal with in any respect.
Let me relay my latest experiences to everyone. We had ordered 3 new server for implementation as domain controllers for a new domain. We ordered them without an OS as we had already purchased the OS for them in a bulk buy. They were delivered with Windows 2003 (we run Windows 2000). Dell refused to credit us for the OS saying that is what we ordered. After arguing that our quote specifically stated that no OS be installed, they finally said that they would credit us for the OS.
Next, we had a drive fail in a RAID 5 array. I called in a service call to have a replacement shipped to us. We have a 4hr 24x7 contact with Dell on this server. They said that the drive would arrive in approximately 6 hrs - not 4 hrs or less by any means. Additionally, their support rep said that he could not be insight to replace the drive until the following day nearly 24 hrs after the reported failure. Further, when the tech replaced the drive, teh complete RAID failed. I asked him to replace the original drive so that this server could go back into production in a degraded state and I would replace it that evening. He did just that, but the once working (but degraded state) RAID refused to boot. This should have NEVER happened! Lossing a single drive in a RAID 5 should never result in a unbootable RAID. At this point I was forced rebuild the OS and restore from backup, wasting 3 hrs of downtime that we should have never had.
I am NEVER recommending Dell to anyone again regardless of whether they are a corporation or home user.
I recently bought a Dell 8400 from a reseller on Ebay. During the first week of trying to transfer ownership and warranty info., I spoke to a Dell customer ser. rep. who stated I could return my system and purchase a new one, using my education employee program, which offers special discounts. Sounded good, so I followed his instructions for returns and shipped the system back to Dell Receiving in Austin, TX. I should have known better, after the hopeless conversations with Dell Customer Service, in trying to transfer ownership into my name. Now, they have my computer on their receiving dock and they state that they can't ship it back to me for 10 to 15 days or they may issue a credit for the system and send it to the original purchaser. I have been on the phone with rep. after rep. for 2 weeks now and still don't have an answer as to what they intend to do. You can't get someone on the phone who listens to the problem and gives you an answer without reading a scripted solution. I am TOTALLY fed up with this company and I will not reccomend a Dell computer to anyone. I just hope I can get my system back before the rats eat through the box sitting on the dock in Austin. Their outsourcing has just lost another customer!!!!
I recently bought a Dell 8400 from a reseller on Ebay. During the first week of trying to transfer ownership and warranty info., I spoke to a Dell customer ser. rep. who stated I could return my system and purchase a new one, using my education employee program, which offers special discounts. Sounded good, so I followed his instructions for returns and shipped the system back to Dell Receiving in Austin, TX. I should have known better, after the hopeless conversations with Dell Customer Service, in trying to transfer ownership into my name. Now, they have my computer on their receiving dock and they state that they can't ship it back to me for 10 to 15 days or they may issue a credit for the system and send it to the original purchaser. I have been on the phone with rep. after rep. for 2 weeks now and still don't have an answer as to what they intend to do. You can't get someone on the phone who listens to the problem and gives you an answer without reading a scripted solution. I am TOTALLY fed up with this company and I will not reccomend a Dell computer to anyone. I just hope I can get my system back before the rats eat through the box sitting on the dock in Austin. Their outsourcing has just lost another customer!!!!
I bought 8400 desktop on sale for about $990 I upgraded the "FREE" printer to an all in one and was charged at that time $126 for the upgrade , total $1330 with everything. After I got my bill I noticed that they charged me twice for the printer. I was on the phone for 1 hour trying to resolve this.I was informed that the problem would be taken care of and I would be refunded that amount. After 2 weeks I called to pay off my account and found out that it was taken care of. I called customer service spent 1 hour with a SUPERVISOR only to be told that there was a miscommunication with my sales rep and that I was not charged twice. I know what I bought and I know what I paid but they still wouldn't refund me my money. I paid them off but I will never ever buy from dell again and I will never recommend anyone to them. I hate their customer service I hate that you have to purchase everything online or over the phone. I will be reporting them to the better business bureau. If I can find someone to sell my computer to I doing it because I never want to buy or deal with dell again.
I ordered a dell computer and printer on 020305 for $874.00. A$203.00 debit was taken out that same day. I found out several days later no other debit was taken out of my checking. I called them and was advised they could only take out that amount within one hour. They told me they would take it out within one hour. Thay did not. Two days later I went out and bought a compaq at a local store. Two days later dell is taking out $874.00 of my checking, I called them canceled the order, refused ups delivery on 021405, and still waiting for my credit as of 022505. DONT BUY ANYTHING FROM DELL, THEIR CUSTOMER SERVICE SUCKS!
I have spent a total of five hours over the last two days trying return a defective printer cartridge for a Dell printer. The best I can get is very courteous representatives in Bombay who refer me to another telephone number
that refers me to yet another number with no satisfaction. I believe it is their company policy to deliberately disregard complaints. It is the most unethical company I have ever dealt with.
I have spent a total of five hours over the last two days trying return a defective printer cartridge for a Dell printer. The best I can get is very courteous representatives in Bombay who refer me to another telephone number
that refers me to yet another number with no satisfaction. I believe it is their company policy to deliberately disregard complaints. It is the most unethical company I have ever dealt with.
I am not a computer person, I use one at my office, but it is very specific to my job. We purchased a Dell (the total package, printer, etc-etc, about $1700.00 worth of almost USLESS stuff. I have nothing but problems with it, I can NEVER get an english speaking person to assist me. One man from India, wanted me to open the computer and re-arrange the chips!! I don't even know what chips are!!! Anyway, a real person did come to our home and repair one thing, on a brand new compter of 2 weeks, but as soon as he left, things started not working that were working before. We bough the tutorial so I could learn more about this stupid thing, and the "help person" in India, signed me into the program using a different name, so I could not even get into to it to learn anything. If I had my way about it, I would send the whole thing back to Texas where we bought it and try another brand. PEOPLE OF AMERICA, DELL HELL IS A REAL PLACE I HAVE BEEN THERE OFF AND ON THE THE PAST 6 MONTHS!!!!!!!!!!!!
Dell Finance is nothing but legalized thievery. They charged us late fees and interest although we paid for the computer in full within the first month of receiving it. Then we harrassed on home phone and cell phone endlessly and relentlessly for nearly a year to try to collect the bogus debt. Even after many phone calls and letters, Dell refused to refund the bogus charges. Dell home computer support for the financial is in India, too, by the way. We will NEVER buy another Dell.
To clarify on software support for DELL. My background. I worked for 1 year in the Business 21 day software support. Techs were not REQUIRED TO FIX THE ISSUE BY COMPANY POLICY, the wair period between the same call was 48 hrs, no ftr hit after 48 hrs, surveys where very seldom if ever read, and no contact was allowed with the customer through email. As of March 8 2005 all software support was moved out of the US and is now fee based. No 21 day software support. My job actually move to Kannata Canada and I was left without a job.
DELL NEWS FLASH - UNMITIGATED FRAUD SELLING USED/RECONDITIONED DRIVES AS NEW. ---BREACH OF CONTRACT (see United States vs Dell)
Look folks don't think going to dell as a small or not-so small business makes any difference. I'm on my second hard-drive(s) failure in less than 6months because dell will only replace failed drives with reconditioned ones. They expect a 10-day return on failed equipment so you can't do failure cause evauatory diagnostics or Data Recovery (and what are they doing with all my porno anyway?)... I bought/leased (same difference- can't upgrade or swap-out as sales would like you to think, until buyout anyway, and you're probably paying 14%to 19% finance rates on top of cost).
anyway I bought a top of the line dimension, 21"flat screen-lcd and 200g dual hard drive serial-ata raid0 striped- (so when one drive fails all is lost anyway only recently discovered os-ghosting & external b-u) ---"did you back up your data???" 'no I was in the middle of down-loading 10-gigs of photos from a three week shoot at Mammoth & Death Valley flower fields from my Nikon 8800 for a couple clients who are a little pssd to say the least.
BASTIDS...did I mention this is the second drive failure since last october? (today is march 22-2005) dual raid sata replacement is alot like when you fix your alternator in your car, then the battery fails and you replace that, then the new alternator fails ad nauseum till somebody (usually not your mechanic who is having way too much fun and profit from your ignorance) tells you they both gotta go at the same time- one causes the other..... Anyway. so Dell is hoping I act business-like and since I'm stuck with
$7600 bucks worth of sh-t I'll upgrade to New Seagate Barracudas ( and pay them 25% to %100 over what I can get them for at Outpost/fry's)- still with no reassurrance that they're REALLY NEW.
OK FOLKS TIME TO GET REAL ON THEY ASS - WHY DON'T WE JUST CLASS-ACTION SUE THEM - I'M ON BOARD - write me brunelleschi@cox.net - no I'm not a lawyer - but San Diego City & County atty's office says it's possible - they voided their contract a long time ago - I bought used equipment that was not specifically identified as such... in addition to buying a three-year contract for next day on-site service - then they send me used parts, and only 1/2 of what is needed-required and expect me to install it myself - plus they never sent me the MS-Xp office Operating System I paid retail for so Microsoft won't recognise me as an OS owner, just a wannabe licensee. It gets deeper but I'm running low on batteries ON MY MAC. (hindi tech said- " oh yes, I understand sir, would you still like to order cartridge?"...?????)
ALL TRUE, & very truly yours- Bruno.
ps this is not copyrighted so anybody can feel free to use at your discretion
What??? NO MICROPHONES in Dell's "multimedia" laptops.
I own a Dell Inspiron 3200 which has a built-in microphone. I recently bought a new Inspiron 600 and to my utter surprise and disgust I later discovered that this machine does not feature a built-in microphone.
I called Dell and they said none of their laptops have built-in microphones.
In this age of VoIP, Skype etc., you'd expect laptops to atleast have a simple built-in microphone.
Future Dell buyers beware - Dell does not supply microphones with their laptops.
I purchased My Dell less than a Month ago and already had it crash. I did a reinstall of there Windows XP Pro server pack 2 and found I did not get allt he software, like for My monitor, My eithernet,My audio. And what really burns My shorts is I was told to go to one of there sights to download the programs and They did not work. So I reinstalled again and this time I set up My server first and went to add progams and let it search for the proper program. And My printer says My spooler is not working and that really Make Me angry. I wish I had know what I read at the begining of this sight aboud purchasing from a buisness insted of home since I cant spend all day infront of this thing, I have work I do and cant play with this thing all day long.
READ THIS.
CALL DELL SALES @ 800.624.9896 and tell them their service sucks. Jam their sales lines and tell tem you will never buy a Dell again.
I will NEVER buy a Dell product again.
I purchased a Dell Inspiron 9100 in 2004. In January 2005, it started locking up. After 10 painful phone calls, they agreed that the CPU and/or motherboard had overheated (THE REP ADMITTED THIS WAS A PROBLEM WITH THE 9100's) and agreed to replace the CPU / motherboard.
I sent the box back to Memphis, where they promptly did nothing and sent it back to me.
20 PHONE CALLS LATER, THEY ARE TELLING ME TO REPLACE THE O/S (WHICH IS THERE ANSWER TO ANY PROBLEM). NEVER MIND THAT THE SYSTEM LOCKS UP BEFORE I EVEN GET TO THE SPLASH SCREEN.
Michael Dell is no better than Bernbie Ebbers or Ken Lay - just another greedy scumbag.
Don't buy Dell unless you don't care about customer service. But you will, because their machines don't work.
After owning a Dell 1150 for only three weeks the battery adapter completely stopped working. Not a problem, things break, they shouldn’t break that soon but things happen, I understand that, just fix it, right? To date I have spent seven phone calls on this problem, today’s lasting more than three hours (no kidding) and while not going into all of the sordid details the problem is STILL NOT RESOLVED! In the mean time the CD/DVD player broke – it won’t open.
I have talked to five customer care agents, two managers (one very rude), and five tech reps, (all foreign), and still no one cares enough to solve the two problems I now have.
The warranty is a joke. It consists of sending wrong parts, being coached to do worthless diagnostics over the phone and wasting more time.
I have been lied to, given bogus Tech ID numbers, and invalid extensions. Gee, I wonder why??? And while most of the reps are very apologetic, it’s very clear none of them really care. Everyone’s blurb is the same and, I suspect this remorseful tone is self preservation at its best designed to keep you from going ballistic; since chances are the last guy didn’t do his job either.
At his point I wouldn’t own another Dell if you paid me. The true measure of a company is how they handle problems and DELL HAS FAILED MISERABLY! HEAR THAT MR.DELL? Nothing, I repeat, nothing is worth this kind of never-ending aggravation for what I suspect are easy to fix problems. Pass the buck, or should I say, pass the problem is their motto. Conversely, my five year old Sony has been completely trouble-free and a delight to own. That is what I’ll be buying next time.
I ordered Dell 8400 on 1/20/2005. Dell recieved Post Office Money Order in Richardson Texas, with instructed information on Money Order, on 1/23/2005. I have copy supplied by Post Office on who signed for it. Dell has not cashed money order yet and cannot get any help from 6 agent and 3 supervisors and e-mail replys to about 8 different people. DELL SUCKS
Dell Sucks,
dells comercials say that they have 24 hr. service. They did not say that it would be routed to a mud hut in some mid eastern country. On Tv the guy answers the phone in english and gets asked if he likes pancakes. What he should be asked is do you lke coos coos
Attached is a letter sent to Michael Dell on 4/5/05. It's self explanatory. P.S. I still haven't got my software.
I would greatly appreciate it if you could get involved in my situation as I have completely exhausted all attempts at resolving the situation with your customer care department. I assure you I am on the level and everything can verified; I have the names, dates, and times of everyone I spoke with and exact quotes where applicable.
Problem: In late January I purchased a new computer system from DELL Corp. that was completely defective and unusable. Over 15 technicians (via phone) and 2 technicians (in person at my premises) could not diagnose or resolve the problem. DELL would not refund my purchase price nor repair my computer with new parts. Finally they relented and sent me a new system but without all the software (which should have been pre-loaded) loaded. One technicians said he would sent it out overnight, when it wasn't recieved several days later a 2nd techician said she'd send it out, a third technician said the product doesn't exist since it could only be sent out pre-loaded, I spoke with a supervisor who now refuses to issue me a refund, provide me with the software (which included a 15 month Virus protection subscription as part of the purchased package), or compensate me in any way. The supervisor said he was closing the case and “refused” (his exact words were “I refuse”) to give me the name or phone # of his supervisor.
Detailed facts: In late January I purchased a DELL Dimension 8400 desktop computer online directly from DELL. The computer was defective from the start and was virtually inoperable after mid February. I spoke with approximately 15 technicians, none of whom could either diagnose or resolve the problem. I finally spoke with a supervisor who said he would send out new parts to replace the defective parts. On three separate occasions I confirmed that I was to receive new parts. I took the day off to await the technician, but 2 of the 3 parts were refurbished, so I refused the repair and requested a refund or new system. I was refused either and the supervisor’s position is that my service contract allows DELL to repair the computer with refurbished or re-conditioned parts and that I am not entitled to a refund after 21 days. I tried to work with DELL and on 3/25, I lost a second day of work while another technician replaced defective parts with more defective refurbished parts. DELL then insisted that I allow them (and lose a 3rd day of work) while they attempted to replace more parts to attempt to determine what parts were defective. I objected and after a lengthy discussion he agreed to send me a new system.
The new system arrived on 3/30. However, the virus protection software was never installed in the system (It is an integral and necessary part of the system and comes pre-loaded). I cannot use the internet since without any virus protection I run an enormous risk even to register my computer with DELL. I spoke with a technician who said he would send me the software overnight mail. When I didn’t receive it several days later I spoke with another technician who stated there was no order # and that the software was never shipped. She said she would send it out promptly. I called to confirm the shipment when a third technician said that the software doesn’t exist separately and is only available when loaded onto a new system, and that the first two technicians could not have sent me a product that didn’t exist. I then spoke with a supervisor whose only accommodation was to send me a new and later version of the virus scan software but without any guarantee or knowledge of whether it would be for the 15 month subscription that I had originally purchased, and that it would “likely” be shipped within 3-5 days. Even though I was receiving less than what I paid for and would be delayed even longer, I was willing to accept the accommodation if DELL could provide me some form of additional compensation. The supervisor refused to give me any compensation, said he was closing my case and refused to give me the name or phone # of his supervisor.
DELL’s position is that I am not entitled to a refund after 21 days. DELL’s original position prior to the new system being shipped was that I was not entitled to a refund after 21 days and that my service contract allows DELL to repair the computer with refurbished or re-conditioned parts.
My position is that because the original computer was defective upon shipment and unusable I never received the original product I purchased; a brand new computer in good working order and free of defects. Therefore, I am entitled to a full refund of my purchase price, (in the case of the first system - new parts in replacement of the defective parts. I purchased a new computer; I’m entitled to a new computer, period! If you purchased a brand new car and the engine didn’t work after one month, would you accept a rebuilt or refurbished engine? Never!) In addition, because the second computer did not contain all the purchased software nor did DELL honor their contract (re: the purchased 15 month subscription) I never received the original product I purchased. Therefore, I am entitled to a full refund of my purchase price,
As to the 21 day refund policy; my position is that the 21 day period doesn’t apply since
The computer was defective from the start (The “I never received my purchase argument”) and the only reason I didn’t return the computer prior to the 21st day was because I accommodated DELL in honoring their request to fix the problem. In addition, the first indicator of a problem arose prior to the 21st day but the error message stated that if this was the first time the problem arose I should restart the computer. Just because the computer was inoperable after the 21st day does not belie the fact that the computer was fatally defective when shipped and the hidden defects did not begin to manifest itself in full immediately.
The bottom line is, during the entire time I had the computer (into the third month now) I am unable to use it and virtually every minute of use was spent concurrently on the phone with technicians.
A reputable company never would have been allowed this to get to this point.
Let me describe Dell- A BUNCH OF THIEVES! I got a XPS from dell and spent$3500.00,which is a piece of crap. The computer crashes hundred times a day and dell customer support...what a big lie! Also, I have understood that WHEN YOU PUT A NUMBER OF APPLICATIONS IN YOUR COMPUTER, WINDOWS SYSTEM CAN NOT HANDLE THAT AS OPPOSED TO MAC, AND THE JUDGEMENT DAY OF THE EVIL TRIO MICROSOFT, DELL AND GATEWAY (WHO SPREAD THE LIE THROUGH THEIR ADDS)IS VERY CLOSE. SO DELL GRIPERS, RELAX!
Aaron.
Dude you're getting screwed even if you are a business! Their policy regarding bad cooling fans is "first shutdown your server, open the case and diagnose which of the three fans is not working correctly, then set up an appointment for a dell tech to come out and replace the part" if you don't figure out which fan is not working correctly, they can't do anything! Is that pathetic or what?
I would not know where to start dell is being operated by idiots. We have tried in vane to change our address with cutomer service to no avial. They keep sending our bill to georgia and we live in illinois. They continously call us to tell us we our past due on the bill. Then the whole address issue begins again. We have tried to speak with someone who lives in America but get india. We have tried every 800 or 877 number and still get india. The people in india are friendly but they either dont understand the configuration of the united states or they are poorly trianed. We will never accept a dell computor even if they gave them away for free. We sent a letter to complain but I doubt it will go anywhere. I hope people will read this befroe purchasing a dell computor. Lastly almost all of the comp's we purchsed had some kind of software problem the arose after purchase. Please, please, please read this before yu purchase a dell.
My Dell Computer DVD writer stopped working and after two attempts at getting the right part it was replaced. Inadvertantly I think I left a CD in the drive and contacted the technician's company to see if it could be retrieved. I was told to contact Dell. What a joke. I was forwarded from tech support to customer service and finally after an hour on the phone I was told it would be impossible to retrieve the disk. It was an Office XP media disk so I contacted Microsoft about a replacement. I was told since Dell installed the software originally I had to contact them. I almost cried. I started a chat with a customer service rep who told me that tech support should be able to take care of getting me a replacement. I then chatted with tech support who told me to contact Sales. I called and was told by Sales that only tech support could take care of that. I explained that I tech support told me to contact his department and was told that he didn't have any idea what to do about my problem. I paid a hefty price for Office XP professional and if Microsoft won't help me because Dell installed it then there should be some communication between the two companies. I am so tired of talking to people that either can't speak English or that don't have any idea about what they are talking about that my next computer will definitely NOT be a Dell. Award Winning Customer Service??? NOT!!!!
I order colored ink cartridges from Dell 2 months ago. I received them in about a week. I didnt'opent the box until I was ready to use them about a month later. The item number on the cartridges did not match what I ordered. I tried them and they lined up incorrectly. Notches were on the opposite side. Phoned Dell approximately on wait and phone for 1 and 1/2 hrs. Tried to say this was the correct cartridge the book shows so. Finally they agreed to send me 2 more. Assured me they would be the correct ones. I ask they ship next day. No problem. I received them a week later. Exact same problem. Phoned them again on hold and tried to give me a tech again which before was a 45 minute wait. I told them no way they can't help me the notches don't line up. Again she tried to say they were the correct cartridges the book shows they should fit. I stated I need ink would I call and be tied up on the phone for all this time if I had the correct cartridge to fit my printer. Assured me they would ship me out two more right away and personally see the notches were in the correct place. This was two weeks ago. I still do not have any ink. Can't purchase anywhere else must come from Dell and they don't deliver until they fill like it. I was called a week later by customer service to see if I was pleased with my phone conversation on the last call I had made again asking to please send me the correct cartridge. I tried to say no its a week later and I still have not received ink. He was very nasty and said he only called about the conversation. That next day did not mean they ship the next day. It only meant once the delivery service had the item they would deliver next day. Last week I received a message on my phone from some other delivery service I never heard of saying they needed a delivery address. Dell only gave them a PO box and they could not deliver to that. I called them and was told they would have to get in touch with dell they could not deliver until they had their approval. I still have no ink. I have been without ink for two months and dell does not care. I was told by the last customer service agent that called regarding the phone conversation that dell was sending out those cartridges at no cost. I tried to explain I had paid for two and still did not have any ink to fit. THis was a mistake on them. I had 6 months of AOL with the purchase of my computer. AFter that conversation with the last agent. I have no access to my AOL. I had several days left on my account. Buy their printer and you can't get ink. WE have missed out on lots of special pictures of events in my daughters last weeks of school activities. My computer is useless without this ink.
Dell! Don't get me started...well, since I have already...I got the ultimate revenge. After owning 3 Dells and the poor quality they engendered, I decided to quit the PC world and check out Apple products. For a novice computer person like myself, it has been a wonderful transition and I will never go back!
Did anybody expect computer "Made in Texas" to actually work? A computer is not a cow nor is it a galon of oil. It requires technology and engineering. Buy IBM or any Japanese or German brand; it's like with the cars. I forgot to mention I'm working for Dell as software technician (not in US of course) and most of the people I work with are Microsoft certified, therefor they are not really technicians.
For those who buy server operating systems from Microsoft... Do you expect them to work? The internet is based on unix, that's why we still have it! Get Windows for your wife and kids not for your business. Unfortunately, in order to keep my job, I have to stay anonymous.
We were a new small business in 2003 and chose to purchase a Dell computer and all-in-one printer system in 2004. It is now mid-2005 and the equipment and customer service has been the worst that I have ever experienced in any industry. I have had problems with the billings from Dell Financial and spend a minimum of 1 to 1 1/2 hours each time I have to call for any type of problems, experiencing numerous transfers from one person to another and most of the customer service reps can not speak clear English. Dealing with Dell has been the most frustrating part of our new business start-up. I'm very disappointed in them. We will never purchase from Dell again.
I purchased a Dell computer for my son's birthday this past February. EVERY month since then we have been talking to Dell on the phone 16-18 hours each month to get problems figured out. One message read" Failure occurred during installation"( which was by Dell) I have contacted Dell who told me to contact Microsoft who told me to contact Dell who installed it who told me to contact Norton because the "original" problem was a program NOT running correctly. It had nothing to do with the security. I now am the "proud" owner of a Dell computer that is nothing more than a glorified typewriter! Thanks Dell for your piece of #@%(*&^$%# and the Tech support that never fixes anything because they don't speak English!
Customer service stinks! I've been dealing with these guys for 6 months...haven't been able to use my computer for 6 months. The extended warranties aren't worth the paper they are written upon!
I will never buy another Dell. My son bought a computer through Circuit City when he went off to college. He got the 4 year extended warranty. The computer has had several problems. He made a phone call to the 1-800 number and boom... take your computer back to the store and they will give you a new one. A second problem...called the number and they told him to send his computer in. No questions asked. The problem was fixed. Maybe Dell executives should take a lesson from Circuit City when it comes to customer service!
Totally completely and throughly disqusted at this point, I cannot understand why I cannot get this total nightmare resolved. The credit for my computer that Dell got back on April 12 2005. I was to get a 2000.00 credit. Let me tell you the quick version of the story:
Bought a Dell Inspiron 8200 - long story short...modem jack was mis- formed at the company when produced. Would not connect, but would detect modem. The onsite tech came to fix it, saw the problem quickly and also decided the touch pad was jumpy. Ordered one. Went to put it in, stood up, pushed on the laptop (using all his weight) CRUNCH broke the mother board components. Unit was about 3 months old!!!!! Top of the line at the time. Sent into Depot. They didn't fix it. The laptop came back all the screws fell out on my living room floor as I took it out of the box!! Me = ANGRY. After 3 months of Nightmare. They replaced it with an 8500 ( no longer had the 8200 that I WANTED!! Although promised new, got a refurbished junk one that was crap, threw a fit (and I do mean fit) and then got a new 8500 Inspiron which I never wanted, but what was I supposed to do? )
8500 received. Working great although I hated the screen, got used to the crappy (really crappy) keyboard after a while. Then...it began Overheating...the feet melted off twice, battery won't hold a charge.. speakers crackling etc...they say to send into Depot (NOOOOOO!!!) They say they can't fix it properly on site. I baulk,(remembering last Depot fiasco) I try to get them to do onsite instead (after all I paid for that) In the end, I lose the argument and reluctantly see the techs side... I send it in (after crying profusely, (NO JOKE) and Dell has it about 4 days...yeah!!!! Dell is fast......WRONG!!! I am never that lucky... Depot did NOT fix it. (who would of thunk it?) Only replaced the touchpad. (hey couldn't we do that onsite??) and as a big bonus, they put a nice big Divet(dent) in my laptop lid. ( I begin to cry...again) But it's Not a problem, onsite tech can replace that. (They lovingly LIE to me..) They order the parts and have onisite tech come out to address the over heating problem and speaker problem that was never fixed at Depot. but...alas...Dell sent the wrong parts. Another appointment. Wrong parts again. This time while trying to remove the bezel, onsite tech slips with a screw driver and punctures the LCD screen.(Son of a B****** I cannot BELIEVE THIS)....speed ahead to tech's 4th trip to the house ...wrong bottom part. No fan vent holes ..AT ALL..still don't have the new LCD screen...he suggests could ship to Depot (are you kidding me?) He notices this no vent hole thing and says the unit will overheat you know without vent holes...Are you friggin...kidding me??? oh yeah isn't that part of original problem?
After literally hundreds of phone calls, emails..on hold wait time (Oh YES, HOURS!) and I finally get Corporate? to call. Dell finally takes ownership. (??..maybe) Dell agrees to give me a refurbished unit. NO way you guys broke it!!! (and I still wake up screaming from my last ordeal) Dell won't refund the full price but after more desperation and arguing, I give up and agree to take a credit of 2000.00 for the unit and STUPIDLY agree to buy another Dell laptop. I also agree to buy another one too! (the heat and giddiness of being offered a quick solution and the fact I have now been without a unit for so long coupled with the hours on hold time with Dell have apparently warped my brain!!) Dell tells me that 5 to 7 days after they get my Dell Inspiron 8500 laptop (the one with all brand new parts now and NO VENT HOLES in the case, with the crackling speakers and overheating problem and the fact it won't run at all unless it is plugged in) ...they will issue a refund in the amount of 2000.00 to the original point of sale...(my mastercard) although it is not the full refund, I am basically over a barrel. I can continue to piece back my unit and wait for it to burn up seeing it has no vent holes...or decide to take the credit, in an effort to end the NIGHTMARE (my second nightmare mind you) I box up the unit, in it's entirety, and send to Dell per my instructions. Dell gets it back on April 12 2005 signed for by J. MUSE. Tracking numbers engraved by now in Dells data bases... Although Dell has that in their records, and have now assigned me about 12 different customer numbers and reference numbers and CRA numbers. I have no credit!!! and they can't seem to get me one. They are totally lost and I am totally angry.
All sarcasm aside, I agreed to give Dell another chance and yet I get screwed (Royally) at each time. I am unhappy, disatisfied, all this is so stressful, I can't take much more. I don't like what has happened. I don't think it is fair. I think it is crappy the way that this has been handled. I really just want to sell the two new laptops on Ebay and be done with Dell Forever. I want to start an I hate Dell web site to vent. I have this 2200 Dell laptop that is really awful. It is slow and sluggish and the keyboard is not all that. The 600 m although somewhat like the 8500 is just not the same and I am just totally unhappy all the way around now.
I AM DISATISFIED TOTALLY.
PS Dont even get me started about the rebate....
and Dell now says my address and phone number doesn't match some of the numbers so they keep hanging up on me....aghhhhhhhhhhhh can they hear us scream in space?
Dell customer service stinks!!!!
They sent the wrong drive with my laptop and they say, " I am very sorry about your problem." "I understand that you are disapointed." and on and on and on, but they will not correct the problem and send the correct drive. I have spoken with many people in many departments with the same lack of results.
Well, I joined the ranks of unhappy Dell users. At least I am not alone. My dell 3000 is only 2 mos. old and already has a failing hard drive. I am out 599.00 plus the $59.00 for diagnostics and since I paid in cold hard cash, they very nicely gave me a 100.00 credit on an account that I will never use. I can't even get tech service cause I am in a part of arkansas that they don't service. No one calls back and like others I am sick and tired of trying to talk to some guy/gal in India who does not speak English and can't understand me either. Lets file a class action lawsuit against Dell. I am sure some attorney out there would be willing to handle it. Any takers. I am willing to sign up. I should have listed to my son, he told me to go to Cybertek and get my computer. This is one time the kid knew what he was doing. I am ashamed I did not listen.
HEy we just posted our Dell Nightmare at www.crackpotpress.com
Come check it out, it's long and I didn't want to durden this blog!
Dave
I just created a Geocities site with my wonderful Dell experience. If the Federal Trade Commission gets enough complaints about Dell's bussiness practice they might actually do something about it.
www.geocities.com/dell_topics/index.html
I also purchased a computer/DJ/Photo printer all at once in June, the computer was Inspiron 6000,Intel Pentium M Processor 730 (1.60GHz/2MB EA 2,036.55 2,036.55
Cache/533MHz FSB) . I bought top of the line and I received all of it on June 10th. The screen turned yellow and white (defective. I spent two days trying to contact customer service /technical support to find out why I had this problem. I talked to a customer service rep from some foreign country who would not give me thier real name, but I did get an identity number. They said that I had a software problem and that I did not have the warranty for the software therefore I would need to purchase it as well. My response? What for, I will just return the laptop! Their response, unless a technical rep has typed on their computer that it is a screen problem the customer has to pay for shipping. I responded by saying that I had contacted 3 different technical people, spent at least 10 hours on the phone and gave the names of the reps I talked to. She said sorry, they did not type anything in the file. I was furious and said fine, I will send everything back, which I did on my dime 4 days later. A loss to Dell of $3,000. I called the VP of sales left a message and the sales rep who sold it to me and left him a message as well. No one has bothered to return my calls. I wonder if this happened to Mr. Dell how he would like it? With all that money he has, I wonder how he likes being held on the phone for 10 hours talking to customer service reps and not getting any service? Last time I buy a Dell!!!!
I like my new DELL, but the tower does not have a parallel port. So I tried to get on their technical chat line.... can't do THAT, since I'm not a "home" user. No kidding, what the hell am I? So, I call on an 800#, and I asked, "I want to connect my HP 2000C jetprinter to my new Dimension 9100. What do you suggest for installing a parallel card?" The answer was not English. That took 20 minutes. Thanks alot.
Against my wishes, and after doing alot of research, my husband purchased a Dell Computer. What a nightmare this is!! Dell sold him all kinds of warranties but failed to mention the software is not covered. Of course the problem is with software and Dell will not do anything about it.I called Dell and told them I was sending the computer back. They told me it was 22 days since I received the computer I would have to pay shipping and a 15% fee for some other bogus claim. After reading some of the posts here,I realized just about everything said here has happened. This is a disgrace and something should be done about Dell.I thought Hewlet Packard was bad but Dell is far worse. If anyone is considering a Dell, I strongly advise against it.
I have spent >100 hours trying to get support from Dell (Hell). Multiple ill trained support people and ill-trained "supervisors" have continually accused me of lying about my warranty, never checked my records, and have frequently refused to help me or only give nme minimal support "out of the goodness of their hearts". I even offered to send copies of my paperwork to them, but they refused my offers. After more than 50 hours of work, with multple unreturned phone calls from both regular support staff and supervisors (at one time I was awake for >40 hours either working with support on their limited basis because they still had not checked the validity of my warranty), they finally decided that since tech support could not help I had to pay for software support, apparently not included with my extended warranty, that they, of course, still claimed I did not own. I explained that after 3 clean reformats and reinstallations of WinXP (I lost 3 years of data when my system first failed :.( )that it had to be a hardware issue, but to no avail as their diagnostics could not find a problem. Begrudingly I agreed to pay the additional fee just to get on with the process, with the understanding that my $$ would be refunded if this was not a software problem. The first software tech sent me rightback to tech support with the same assessment I had made, but that was not good enough for them and I was sent back to software support, again. . . Finally this alert, and caring, software technician researched my records and found that, as I had said, I DID have a warranty, and that their files were completely fouled up (probably due to the fact the first computer I ever received from Dell did not work, I was sent a replacement, which also did not work and had to be reformatted to function properly, and they must have messed with my records at that time as I was unable to use their online support some time later as they claimed I didn't have a warranty at that time either. This issued appeared to have been corrected at that time by an online support person, because I was soon able to use the online support for my one time issue, and did not need again until my system crashed, as noted, appx. 18 months later. . .). He made one file with ALL of my information in it so that everyone at Dell would be current with my situation, and sent me back to tech support because he, too, said I did not have a hardware problem. . . Now, appx. 65+ hours into this fiasco, they still claimed I did not have a hardware problem. Meanwhile I am trying to make invitiations for my father's 80th birthday party and for every hour of actual work I put in I spend 3-5 hours fixing my system. I am also disabled and live with pain and exhastion on a daily basis, a fact frquently pointed out to the Dell personnel. During this fiasco the exhastion became so great that I fell, severely spraining my ankle, crutches and all, which is still a problem some 8 weeks later. I have also been unable to do anything except fix this computer in order to finish this project and try to get on top of my bills, again, as the aforementioned disability leaves me with only limited energy each day and I am almost unable to multitask anymore, let alone deal with this kind of abuse froma computer company.) I even tried to use the Dell escalation process, but this guy didn't even read my record and wanted to do everything that I done previously sometimes 6-7 times, all over again. I was now at the end of my rope. I told them that I had already had to replace my ethernet card (at my expense), per instructions from the MSN tech, which resolved many of my internet connection problems (but not all of them. . .), and which was NOT diagnosed by their diagnostic software, and that I was tired of being accused of lying over and over again. The escalation person even refused to refund my $$ for software support unless I could provide him a receipt for this charge, as if they didn't have records of their credit card activity?? (which ultimately turned out to be the case!!, they had no record of this transaction (4 different departments looked), even though I had the charge on my credit card bill, and they again refused to allow me to fax them a copy of this statement, but by now, and I still don't, have any faxing capabilities due to the system failures). As there was still no attempt to replace my system I finally had to threaten to call lawyer, and told them not to bother sending me anything, unless the were sending a brand new system, with a 17" flat panel monitor, and a NEW, and accurate 4 year warranty as restitution for all of the repeated leveling of false accusations against me and placing my health at risk with the corporation's completely unprofessional handling of my case. This, of course, was competely incomprehensible to Dell, my request was refused, and I heard nothing from Dell for at least a week. Then I started getting phone calls asking me if I had received my computer, yet?? I asked if it was new, was told no, and I told them not to send one unless it was as per my aforementioned instructions. Three phone calls from Dell support and appx. a week later a computer showed up from Dell. I read the lathing bill, and it was a completely refurbished system, just as old as the one I already have, which may not have worked correctly since the day I received it (twice. . .). I phone them immediately and told them to please pick this computer up, as I had no use for this old system that was similar to the one that never worked for me in the first place, and that I had very specifically told them NOT to send to me. It was never picked up. Some 2 weeks later I received call from Dell wanting to know why I had not returned my old system, and I repeated my original statements regarding this replacement issue and was told a supervisor would call me back; I was never called. Again, some weeks later, I received a called from a very nasty women who said she wanted to resolve this issue with my comnputer. I asked her how she intended to resolve the problem, and, as I should have known, she just wanted me to send back one of my computers. I told her that I had already been told by Dell on the day I that I received the "new" computer that it would be picked up and that no one ever came for the pick up. She wanted me to call and arrange for a pick-up, and I told her that I already arranged this with Dell, and now it was Dell's turn to do the work. I was done catering to imcompetent and uninformed people. She was very rude and told me I would then have to be home and at her convenience she would arrange to have it retrieved. I reminded her that I was disabled and that being available for her 'convenience' would not be a problem. No one ever came. . . and I received maybe one phone call from Dell about sendng the old system back (the "new" computer is still in the box in my living room), told the "guy" on the phone that I didn't believe he would be able to help in this complex situation, and would he please connect me with supervisor (he had not read my records, either), he could not, but said that a supervisor wpould call me soon, and, again, no one called. Last week, I needed to find a new driver on the Dell site, only to find that I didn't have a warranty (??!!??@#$#@!), again. After speaking with a warranty specialist, I was told that I had to call customer service to fix my problem?? Some 30 minutes on hold later I again get a run around about who can really help me, and was transferred from customer service to tech support with the promise that I would not be placed on eternalhold (always at least a 45 minute wait) and they for sure would be able to help. As usual, and after a 60 minute wait (no wait, eh. . ), tech support said that they could not help me and that I needed to speak with customer service, which was by now closed. . . (I once had to wait for an entire weekend to get help in this situation only to find out ultimately that I could have been helped by th original support people without waiting all weekend!#!?&*#@!?%^$#). After firmly insisting that customer service had already forwarded me to tech support, as they could not help in their department, the tech support person finally decided to refer me to a supervisor. I requested that I be referred to one only if I could really be helped by this further annoyance, and was transferred, The supervisor, as I expected, was as unhelpful and uninformed as everyone else ("I have no power to do what you want, and I don't know who does") and besides I can't transfer your warranty back to your original computer until you send the "new" one back (excuse me, but how do I now not have any warranaty because they sent me a system I specifically asked them not to send, etc. . .) but that she would arrange for a repair person to come to my house and repair the old system (and how was this going to happen without my warranty!?!?, and why was this this not done months ago???). I was told that should expect to hear from such a techie within 24 hours. HO-ho, of course I have never heard from anyone until I received an email today again telling me to send back the "new" system, and then they would return the warranty back to my original system (sounds like blackmail to me). I phoned the number given, was again subject to someone who did not read my record, and I reminded them that I was twice told that someone would pick up my system and that it did not happen, and that I was tired of doing their job for them (as per most of my troubleshooting, the finding on my own, that I needed a new ethernet card is only one example) and that it was Dell's turn to do some work. Of course, I received a nasty and negative response to this statement. By now was I in tears, secondary to exhastion, pain and frustration in dealing with company, and told this warranty support person that they could speak with my represntative, that I was too tired and frustrated to deal with this flagrant abuse of a customer any more. It appears that I will now have to find a lawyer through the Americans with Disabilities system, and attempt a negotiation through legal channels. I actually tried to get the local consumers' hotline and several of the local TV stations to help, but apparently Dell is too mcuh for them. I have even spoken with several law firms who are filing class action suits against Dell for fraudulent actitvities with other customer issues, but my problem did not completely fit into their criteria, and I was told they could not help. . .So who can?? I have not been able to do my taxes, clean my house, pay some of my bills due to all of this chaos and not only the obvious computer issues, the also the horrible effects this stress is having on my health. What now. . . .?
DELL is a piece of shit. I bought a computer from them in Sept 2004 and it had to be sent back to the company for repairs in 90 days. Now, on 7/22/2005 it has had to be sent back to the shop again. I am an online college student and this is costing me grade points. what a piece of shit. I am going with Sony the next time this piece of shit breaks down and send DEll their computer back and stop making payments on it and they can put it on my credit report I do not care.
I,m sorry I didn't read about Dell and it's service before I got involved with this scam outfit. I purchased a desk top with pentium four processor and free printer. They give me a 60 day same as cash option, which I thought would be OK and this would give me time to get the 100.00 rebate before I paid for it. recieved desk top with monitor and key pad. no printer.. the pentium 4 turned out to be celoron including the decal on the out side. now after few hours on the phone I still havn't begun to get this mess straightened out.. I did put the amount on my personal credit card after they called a week after the order trying to get my SS # . Hey Dude this company should not be in business.
I have had some very good Dell
experiences, and some bad ones.
But lately, I am finding the
Dell technical support, and
even sales is manned by customer
service representatives that follow some script. If you ask them any question outside the script, they literally say things like, "Is there anything else I can help you with?", totally ignoring the question you asked. One can more surmise that the question is ignored because it was not part of the FAQ from which these robots (and they talk like robots) follow.
This is just getting increasingly bizarre. There is simply no comparison between working with some offshore customer service bot and a USA employee. The cultural differences are, I guess, so large, that they can create huge inefficies in communcation. And I have suffered from this now multiple times at Dell, and I am gettnig really sick of it.
So Dell lowers its costs by employing peoplebots, but it really is just a transfer of costs to the buyer. Is this worth it? Well,
that depends on how much you value your time. But I am certainly not happy with this situation.
Does Dell build great compueters? Yes. Is their service degrading into a DELL HELL nightmare? Yes.
This really needs fixing by the CEO.