Have you had problems with Dell?
If so, tell the world about it here.
There are two rules: no cursing/foul language and no phone numbers of Dell employees.
You can comment anonymously, however if you ask a question an email address is necessary to get any responses.
See also Dell Gripes Sept 2004 - Dec 2005 and Dell Gripes Feb 2006 - Feb 2007.
90 comments:
I ordered a Dell Inspiron E1705 $1400 laptop on 2-7-07. I received it 2-14-07. Everything appears to work, but intermittently the screen blinks black. Dell tech support was of no help. (and for some reason every tech I get is named Steve?) I requested a replacement. Dell agreed something was wrong with the laptop. I received my replacement 3-6-07. After 2 days the computer started to do the same thing. Microsoft said that Vista Home Premium requires a better video card than what I have. I received an Integrated Intel Graphics Media Accelerator 950 (which per Intel’s website supports: Microsoft Windows XP, Windows XP 64bit, Media Center Edition 2004/2005, Windows 2000;Linux-compatible. – didn’t check, took Dell’s word that it would be okay) Microsoft said I needed a better video card. Why does Dell sell incompatible products to its customers?? At this point I don’t even know if this is the cause of the problem.
I requested a new laptop with the correct video card or a return authorization and full refund. I received an email yesterday saying that since the computer was invoiced January 9, 2007 I couldn’t return it. WHAT? I ordered it in FEBRUARY?????
I am now awaiting a response from customer service and unresolved issues.
Has anyone seen this blinking? Any suggestions on how to fix it?
How does one contact Dell? If you do get someone to answer the phone he/she speaks in a language only known to them. Forget e-mailing. Haven't found a way to do that either. All I want to know is why my replaced battery is now causing my computer to shut down without my permission.
Hello,
In 2001 I purchased an Inspiron 8000. I was very excited to receive it since I was graduating college and moving to Australia for a new job.
Upon receiving the computer I found that the USB ports were not plug and play. Things plugged in during boot worked but anything plugged in while the computer was running would lock the system.
Dell was happy to have me send the computer for repair. I did, they said they did and the computer was returned to me.
With the same problem.
I phoned and wanted something done. The customer service person had the nerve to ask if the problem was really that serious, or just annoying. Basically implying that I should just deal with it. Anyways, I said that I would stop making payments until the problem was resolved. The person on the phone seemed to think that was a good idea. We said goodbye and that was it. I stopped making payments and Dell contacted me 2 months later. The girl on the phone said that not making payments was the same as stealing the computer and that I was a thief. She gave me the option to return the computer and call it even. I was angry and said fine. Dell issued the appropriate return authorization and scheduled a pickup by UPS or FEDEX or whoever (it was 7 years ago, my memory is a bit foggy) I packed the computer in the packaging that it was returned to me in and a couple days later it was picked up and gone. Never to be seen again.
I moved to Australia shortly after and lived for 6 years.
I returned 5 months ago married and looking to buy a house. During the home loan process our lender said that I had over $7000 in open collections.
Turns out, Dell never credited my account after the return. I phoned and they said that the computer was never returned and that they charged me all the interest that would have accrued over the full financing period. $3368 for the computer and $3666.57 interest. The account of $7035.14 was sold to a collections agent while I was in Australia.
Now it is apparently impossible to resolve this issue and it is very negatively affecting my home buying.
Thanks Dell. Your USB/logistics/shipping receiving error is now compromising my ability to buy a home... I never imagined.
And now I am being asked to pay $7000 for the service.
Eric
So, my wife has a dell computer...
What a mess, lets just say that the blue screen came and everything went to hell.
Now, I have tried to get the machine back up, tried to re-install the OS, clean install mind you, it stops halfway through. Today dell is telling my wife that it is a hard drive issue, they will send a hard drive and have a tech install it... However, it appears that the hard drive is fine...
So, before I posted this here, I send a note to the "customer advocate" email at dell... Somehow I thought that might actually make a difference - well, they don't reply to email apparently, or it takes a lot of time for them to type so they have not gotten around to it yet.
I'll post my note I sent them below.
If anyone have an idea about how to actually get a problem solved, I would sure like to hear it, I am about to toss this POS in the garbage and buy a new one.
Terkel
253 230 4193 (in case someone at dell actually would want to resolve my issue).
*****Mail sent to dell costomer advocate***********
Hi,
Hmm- oh yes - disgruntled customer - to say the least.
I have now talked to a number of Dell people, heck, I am starting to think everyone in India works for Dell and use fake names (what's up with that anyway - I KNOW Vinnie is not names Vinnie...).
So, my wife bought a Dell Dimension E510 in April 2006 - in the beginning the only issue was that her rebate of $150 didn't come back... Then we started getting bills and calls from Dell Financial - although the acount was paid off in full.
a few months ago the machine started acting up... to the point where it would not boot into the desktop, it would get the wallpaper, but nothing else...
So I started talking to Dell people, try this, try that... Nothing - right now I am still staring at a blue screen of death... I am on the 3rd attemt to re-intall the OS - and mind you - I am a software engineer, so I feel that I have some clue...
To top that off, the paid bill (remember - Dell financial still wants it paid - although dell has told my wife it has been paid off), yes, that bill - is showing up on her credit. I applied for a mortgage, and my lender told me that it all looks good, but my wifes credit is shot because DELL has reported the paid bill 4 times now - so guess what - NO MORTGAGE...
Ah yes, now I am getting a little pissed. I am a pretty level headed guy, but this is getting silly - and I have tried, but DELL has not.
So - you get this email first - it is a chance for you to correct things for Dell - maybe you can, maybe you don't feel like it - I don't know, and frankly, if you offer a different computer, I would want one made by someone else...
Not to mention you getting started on explaining how you are going to make up for my lost mortgage...
I am going to save this.
If you can solve the issues, that is great if not, I will just make my gripes public - I am just offering you the opportunity to fix your mess first.
Thanks,
Terkel Sorensen
I commiserate w/"anonymous of 3/16 @4:16P"...I've spent 1 1/2 hrs trying to get an answer to a simple question with E-Mail...I've also tried to contact them by phone...whether machine or person, it is just a big run-around--unless, of course, you indicate that you want to buy one of their products..then, one is connected immediately.
All I wanted to know is why a new Dell ink cartridge is not recognized by my computer/printer...and, as a result, I cannot get the "black" print option...how tough could that be to get an answer? I'm tired of printing "black" w/my color cartridge.
When it can be helped, I will not deal with Dell again.
I just purchased a Dell Inspiron 6400, my third Dell laptop. However, my problems were with their website, (disappearing order, and reorder at $300 more)and with their delivery. Bottom line, after corresponding by e-mail with a nice person in India, and the cluelessness with he communicated, I called Dell customer service and got a similar person. This guys was named "Bennie." I asked to speak to a customer service person whose first language was English. I refused to tell him my problem and refused to discuss the issue with him, and was transferred to a stateside person who picked up the phone immediately. Demand a person to speak to whose first language is English. Don't back down.
"Exploding" Dell Laptop Destroys Truck, Imperils Outsdoorsmen
Vintage Truck Burns to Ground, Strands Fishermen in Desert Canyon
Click to learn more...Click here to find out more!
By Joseph S. Enoch
ConsumerAffairs.Com
Copyright © 2006 All Rights Reserved ConsumerAffairs.Com Inc.
August 3, 2006
There've been scattered reports of Dell Computer Co. laptops bursting into flames without warning, though there's been little urgency attached to the reports. But in a potentially catastrophic case documented by independent witnesses, a Dell laptop is the primary suspect in a blaze that ignited several boxes of ammunition, sent two tough outdoorsmen running for their lives and left a vintage Ford truck burned to the ground.
It all started as Thomas Forqueran and a friend, Rod Riddle, were packing up after a two-day fishing trip at Lake Mead National Forest in Nevada, on July 13, 2006.
Truck Fire
Thomas Forqueran's vintage Ford truck post-fire
Happier Times
Forqueran and "Jenny" in happier times
Forqueran put his Dell Inspiron laptop on the floor of the passenger side of his truck as the two men started packing. Riddle heard a popping noise coming from the cab while loading equipment but was not alarmed until Forqueran smelled smoke.
"Flames were shooting about three feet out the window," the 62-year-old Forqueran said. "I ran to the driver's side door and the flames were rushing at me and the three boxes of bullets in the glove compartment. It was extremely accelerated. It was like someone was firing napalm."
Forqueran screamed to Riddle for water, hoping to save "Jenny," his 1966 Ford F-250.
"I could tell by the look of the fire from where I was that there was no way we were going to put out the fire," wrote Riddle in his hand-scrawled witness testimonial.
Both men ran for cover as bullets zinged past and the rapidly spreading flames in the cab of the antique truck reached the gas tank. Everything in the truck was destroyed in the subsequent fuel explosion.
"Flames were shooting 12 feet into the air above the truck for about 10 minutes," Forqueran said. "There was a very large pillar of black smoke in the sky."
Park Ranger Brandon Marsmaker responded to that pillar of smoke.
"When I examined the vehicle I noted the remnants of shell casings," Marsmaker wrote in his incident report. "I also noted what appeared to be the remains of a laptop computer. … The flame pattern indicates that it started on the passenger side of the vehicle and primarily worked its way back to the bed of the truck. … All items inside the vehicle were destroyed by the fire."
The flames engulfed Forqueran's wallet, Winchester rifle, GPS unit, cell phone, camera and both men's camping gear -- Forqueran estimates close to $5,000 worth of damage, not to mention a $500 tow.
The men were trapped in a breezeless canyon for eight hours in 110-degree heat, with few supplies, before the tow truck finally arrived. By that time, Riddle was sick from heat exhaustion, which had set in that morning -- before Forqueran's Dell Inspiron 1300/B130 set his truck ablaze.
An Heirloom is Lost
Riddle recovered, but Forqueran is still grieving the loss of Jenny, the family heirloom -- a stock 1966 Ford that Forqueran took to auto shows.
"I can never replace Grandpa's truck," Forqueran said. "Grandpa bought it new and kept it that way. There were a lot of family memories in that truck. We even installed an outdoor soft water spigot to clean the truck. We always used to say that Grandpa would be turning in his grave if the truck ever got dirty."
Although Forqueran's story is perhaps the most dramatic, his Dell laptop is not the only one to combust.
Remember my "classic" mint condition truck that Dell/Sony burnt down causing a recall.
On Feb. 12th and 13th I was FORCED to relinquish possession of it and all its contents for "another inspection". After they were denying any and all claims (via email, voice mail, certified snail mail and Fedex overnight mail, signature required) for "not co-operating" by not wanting the evidence out of my possession.(verification available )
After the Dell rep., 2 insurance inspectors and 1 or 2 engineers removed the seat, the 2 gas tanks and sifted the ashes they said they had to have the batteries x-rayed and would return them with a full report in a couple days.
2 months later they have ignored all my request for their return and of course any "chain of evidence" has been broken.
Another typical case of the BIG GUYS STOMPING ON US LITTLE GUYS , to avoid their responsibilities with ignore, deny ,ignore deny, and now REMOVAL OF EVIDENCE.
As I said b/4 this DAVID AND GOLIATH THING WITHOUT A SLINGSHOT, SUCKS. The only stone I have left in my arsenal is the attached photo, I will be trailering my truck and sign to all the upcoming ROUTE 66 RUNS starting 4/26 - 29th with the annual Harley River run and classic auto and bike show. (we have 1/2 a doz. Each year with 3 to 500,000 visitors) Who knows maybe someone will notice.
Where is the MEDIA, protectors of the downtrodden, seekers of truth and justice ????
All of you who last August were outraged they hadn't even replaced my truck yet (they haven't even reimbursed me for my laptop yet.) and asked to be kept up to date on how they treated me. (like shit, with repeated acts of bad faith)
SHAME ON YOU FOR YOUR HYPOCRISY now the flash has past.
UPDATE
Remember my "classic" mint condition truck that Dell/Sony burnt down causing a recall.
On Feb. 12th and 13th I was FORCED to relinquish possession of it and all its contents for "another inspection". After they were denying any and all claims (via email, voice mail, certified snail mail and Fedex overnight mail, signature required) for "not co-operating" by not wanting the evidence out of my possession.(verification available )
After the Dell rep., 2 insurance inspectors and 1 or 2 engineers removed the seat, the 2 gas tanks and sifted the ashes they said they had to have the batteries x-rayed and would return them with a full report in a couple days.
2 months later they have ignored all my request for their return and of course any "chain of evidence" has been broken.
Another typical case of the BIG GUYS STOMPING ON US LITTLE GUYS , to avoid their responsibilities with ignore, deny ,ignore deny, and now REMOVAL OF EVIDENCE.
As I said b/4 this DAVID AND GOLIATH THING WITHOUT A SLINGSHOT, SUCKS. The only stone I have left in my arsenal is the attached photo, I will be trailering my truck and sign to all the upcoming ROUTE 66 RUNS starting 4/26 - 29th with the annual Harley River run and classic auto and bike show. (we have 1/2 a doz. Each year with 3 to 500,000 visitors) Who knows maybe someone will notice.
Where is the MEDIA, protectors of the downtrodden, seekers of truth and justice ????
All of you who last August were outraged they hadn't even replaced my truck yet (they haven't even reimbursed me for my laptop yet.) and asked to be kept up to date on how they treated me. (like crap, with repeated acts of bad faith)
SHAME ON YOU FOR YOUR HYPOCRISY now the flash has past.
DELL INSPECTORS SAY;
WE DON'T KNOW WHAT STARTED THE FIRE BUT IT WASN'T A DELL PRODUCT
CLAIM DENYED
ANYONE KNOW A LAWYER ???????
THOMAS FORQUERAN
poloktom@frontiernet.net
I recently got a Dell computer with Microsoft Office 2003 pre-installed.
Except Outlook wouldn't run.
I kept trying, it kept crashing (it turned out I had to download a ton of updates from the Micro$oft site, too, so that was another bit of joy).
No matter what I did, it just kept saying there was a problem with outlookaddin.
Finally, I googled on outlookaddin, and found out (microsoft.forums:
In Control Panel's Add or Remove Programs, look for an app named "Outlookaddinsetup" and uninstall it. From what I understand, it's a remnant of the tools Dell uses to preinstall the software they include and it wasn't removed properly before shipment.
So, well, thank you Dell.
Service Tag: 6CLTSC1 Service Code: 138 229 49809
I purchased a Dell Inspiron 9300 about a year ago on my company's account. We also ordered the "gold" customer service plan and ahve since purchased several other laptops for my company (I am President & CEO).
On March 25, 2007, the mousepad on my computer stopped working. Everything else was functional. I called the gold technical support and for two hours the woman on the other end of the phone clearly had no idea what she was doing (or was forced to follow a policy manual that was badly written). About 2 hours later, not only did my mousepad not work, but every time I booted the system, I got strange system errors that the representative on the other end of the phone had no idea how she made it worse.
On Tuesday, March 27, a dell representative showed up at our office. After tinkering with my computer for an hour, the mousepad still didn't work, the system errors still showed up at bootup, the computer started turning itself off at random intervals, and the wireless internet didn't work.
On Wednesday, March 28, a different dell representative called at 1pm saying he was on his way and would be there within an hour. By 5pm he had still not arrived. Later that afternoon, he called me and screamed at me on the phone for not waiting for him and yelled at me because he couldn't find out office address on mapquest. This is despite the fact that our address is 6464 Sunset Blvd in Los Angeles, in the center of Hollywood, and is easily findable. And Dell representatives have had no trouble finding this in the past. He was also incredibly rude to our receptionist. When I had him on the phone, he promised to call me the following morning at 9am to arrange a new time for that day. He did not call at 9am. He did not return persistent phone calls throughout the day. By 3pm, growing increasingly desperate with a non-working computer, I started calling his cell phone every 5 minutes. By 3:45 he answered and started screaming at me that there was too much traffic near our office and he would fix my computer when he was "good and ready". When I reminded him that he'd promised to call earlier that morning, he said he didn't feel like working on my system and that I'd have to restart the process with someone else.
So I called Dell again, and spoke with Austin Maddox, who said there was nothing he could do but would send me a new computer. I specifically asked whether the new computer would have the same functionality as the old computer. He said yes. This was very important to me, since I travel nearly every day with my laptop, and I am often out of broadband range, and rely on the PCMIA slot of my Inspiron 9300 to connect up to my cell phone's internet service.
About 10 days later (with still no working computer) the new computer came. There was no PCMIA slot. I've been in touch with Austin Maddox since, and he says there is nothing he can do. Oh, and by the way, the speakers don't work on the 9400, the system performance is terrible, and it usually takes about 6-8 emails and 5-10 phone calls before anyone at Dell returns my call or email. I can document this.
TO SUMMARIZE:
* I purchased a gold level warranty
* I have spent at least 8 cumulative hours on the phone with Dell or writing emails to Dell.
* I have been without a working computer for nearly a month, despite the promises of the gold warranty
* I spent over two full days transferring files and software from the 9300 to the 9400
* I spent over $1,000 on repurchasing software for the 9400 that I'd had for the 9300 AND THE 9400 IS USELESS TO ME BECAUSE I CAN'T TRAVEL WITH IT.
Again:
- I purchased the 9300 because I needed a computer with a PCMIA slot
- I purchased the gold warranty so I would be ensured of always having a working computer
- I was promised that the replacement for the 9300 would have the same functionality
- The new computer does not
I Bought my daughter A dell Laptock @ 3 years ago. No proble, at first. He works in Mexico and came home for a visit in Feb, 2007. SHe needed a new battery, so she ordered one and they said she would recive it on Feb 16th. SHe told them that she was leaving for MExico on Feb 19th. They said, no problem, you will have it on Friday. Sat..I called Dell, they said it should be there that Saturday. Saturday came and went, my daughter flew to Mexico, battery arrives on Tuesday......now she's in MExico. Her freind takes the battery to the UPS office to mail back (with an authorization # from Dell. It was send back and received at Dell on 3/7/07 and signed by someone.
Well, it has taken them 2 months to find the battery at Dell, but to date, my daugters credit card has not been credited.
It took them really fast to charge her card, but to reimburse her. ha!!!! I am so angry with Dell that they pull this kind of #$%@$%##.
I have probbably exchanged at least 10 phone calls and at least 15 emails and just until this past Friday...did they ackowledge that they received the battery and will credit her account in 8-10 days.
I hate Dell and told them that I would forward all theose emails I exchanged with them to everyone on my contact list. You think someone would call me. Naw!!! SO i'm going to do just that. If anyone know how to get in touch with the CEO, prez or whomever at Dell...please post so I can forward all those emails to him or her. YIKES!!!
To the person who posted the comment about the Dell laptop with the screen that blinks intermittently-My Inspiron E1405 is doing the same thing! I just got it a month ago. It started a few weeks after I got it and I've noticed it happens mostly when I play a game. I contacted them via live chat and they had me check the monitor in the BIOS and it tested fine. I was going to contact them again and then I read your post about Microsoft Vista Home Premium not being compatible with my video card. I also noticed that every now and then the time on the computer is an hour behind and I have to keep fixing it. I don't know what that's all about!
About two years ago I purchased a Dell Inspirion 6000 for my wife, which has been a very unfortunate decision and one I’ll not repeat again. Here’s the history of our “Dell experience”:
MARCH 3, 2005
Purchased Dell Inspirion 6000
JUNE 7, 2005
3 months later, the modem failed. It was replaced.
AUGUST 31, 2006
The original AC adapter failed. Because the warranty had expired March 7, 2006, I paid $59 for a replacement adapter, the second of four that failed.
NOVEMBER 6, 2006
The laptop was experiencing many problems. I was advised by a Dell technician, online, that a new hard-drive would be required to solve the problem. I paid $219. Hard drive was received; however, I was sent the wrong hard drive. A replacement hard drive was then sent at a cost of $125. It was then determined that I did not need a hard drive at all. But because I was told by the Dell technician that Dell hard drives usually fail after about a year, I decided to keep the hard drive for the time that it did fail. (Another bad decision)
JANUARY 24, 2007
The third of the four AC adapters failed. A new one was sent by Dell at no charge.
APRIL 28, 2007
The fourth of the four AC adapters failed. A new one was sent by Dell at no charge.
MAY 1, 2007
The laptop showed a "blue screen error" then shut down completely with an error message stating that it was an operating system error. Today I was advised by the local computer technician that the mother board had failed and that it was not financially prudent to pay the cost to have the computer repaired.
IN CONCLUSION:
Thus, I have now a totally worthless Dell Inspirion 6000 computer (barely two years old) AND a hard drive that I purchased after being told Dell hard drives regularly fail after a year.
My wife is a retired school teacher. The laptop was used only in her study. It has not been over-worked or mistreated. We have always had Norton AntiVirus software on the computer. I attribute these problems simply to the lack of quality control that Dell is experiencing. This has been confirmed to me by reading some of the online chat groups who have had similar experiences with Dell equipment, including frequent failure of AC adapters.
To make matter more difficult, any phone conversation with Dell Customer Support is virtually useless since you must speak "Indian" for them to understand you or for you to understand them. Dell's Customer Support personnel should at least be able to speak and understand English clearly.
I sent an e-mail to Dell Customer Support describing the problem. Surprise! No help offered...not even a willingness to let us return the unused/unopened disk drive we purchased after Dell misdiagnosed the problem. So, that's our last Dell computer. Great job Michael Dell!
I had a Latitutude D800 that was near-indestructible until I had a fire in my apartment. The D800's Magnesium frame caused an intense flame which lasted only a few fractions of a second, but was so hot it instantly blew out all the windows and melted the aluminium stairs and balcony - all in a FLASH ! It also melted everything all through the apartment, inclding the stove ! So BAD IDEA using magnesium. I would pay an extra few hundred dollars for Titanium, or maybe even an aluminium alloy.
Anyways, I ordered a Precision M65 - even tougher and about 30 times faster than my D800 - and hundreds cheaper than a crapintosh - and it had a small scuff in the anti-glare coating. I called , got a replacement computer sent to me in a few days, and was told to take my time returning the old one. The replacemnt makes a weird buzzing noise, and the HDD is almost as noisy as a Thinkpad's !
So then I call to get both these beasts sent back, and get myself one good, properly working system. Anyways, after a huge runaround, and hours on the phone, I gave up ! I gave up trying to send back these two computers and settled for thinking of it as a 2 for 1 sale on imperfect models. I also got about 20% off when I ordered it so I guess I actually kinda like Dell now ... HAHAHA
I've owned three Dells, two desktops and a laptop, and I always buy the longest service contract. I've called well over a dozen times. Sometimes I've been annoyed at delays and at long, long phone conversations. On the other hand, they've made several housecalls (far out in the country) to replace parts. The service could be better, but I have to admit it's been OK. I'll probably buy another Dell.
My story is too long to post here. My own Dell gripe and some others collected from the web can be found at http://replays.blogspot.com/
"To Dell With It" is my own story.
I have been without my lap top now for 9 business day. It got hot and started to smell, so I call up tech support & was told that I would get a call within 3 day from their safety department. Still no call from anyone. When I call them which I have done several time, I just get the run around. No one seem to know what is going on, or for that matter could care less. I live in Vancouver, B.C. Canada and the response from their customer care and tech support departments is absolutely pathetic. I will never deal with them again once I get my situation shorted out, if I ever do.
I once thought that Dell was a good company, but boy are they ever screwed up, going down hill rapidly. What a mess. I purchased a three warrenty on my Inspiron 6000 laptop thinking that it was a good deal. Well I got nothing in return, but a lot of greif. What I load of crap.
Rick Boone
I purchased a hot new Dell XPS system and it ran great for about a week. While I was using it, it powered down, never to come on again. Support indicated a power supply problem or, outside chance, a motherboard. I had on-site, next day service. I was informed the next day after the service call that the part had arrived and a technician would be calling. It took several calls by me to both the techs and Dell to finally get a technician out... seven days later. Then we find out they've given the tech the wrong power supply. It's a 750 watt power supply instead of the 1000 watt power supply it should be. After sending two more incorrect power supplies, Dell finally gives in and indicates they'll ship me a new box. I hope it solves the problem, but I haven't received the new box yet.
well just found out yesterday that my son's e1405 screen that just cracked even though he used a targus bag and the crack obviously was not from abuse ( no marks or anything ) would not be covered under warranty, Dell said it is impossible for a screen to crack from normal use. LOL guess a Laptop is not supposed to be portable? They want over 500usd to fix a 599usd laptop LOL yeah so what good is a warranty?
Dell's DFS completely blew a recent payment I made and canceled my new computer order; no one would help me after three days on the phone and email with them. Additionally, their $9.95 charge for TODAY payment on line
is a lie. I have canceled my account and subscriptions with them and will never buy another Dell product. It's not the merchandise; it's the
deplorable "customer support"--the
worst in the industry. Dell lost a long-time customer and thousands of dollars. Now I'm crusading against them after being one of their most loyal customers.
Here's my situation with them. I built my pc online and came up with the perfect one for me. I applied for a Dell card. I was approved. I go to check out however the ammount I was approved for was 1500 but the computer I was buying is 2000. I had some major discounts as I was on a employee purchase plan (employee of a company that is partnered with dell). I though well I'll just pay with the dell account and then the difference with my other credit card(bank card). Dell's answer to this NOT POSSIBLE!!. They told me that If I was to use a dell card that I would have to pay for the full computer on it. No exceptions. I tried getting a credit increase and I was told they won't do credit increases untill the accounts been open for 6 months. I said what account, they said the 1500 credit account I opened. I didn't open a account I was just approved, guess they automatically open a account for you. I tried to see if I could even make a 600$ payment on the account that doesn't even have a balance on it to get it up to 2k+ to make purchase but that still wouldn't work. They said well lets see if we can get you some promotions to get the pc you want down to the credit line you were given. They come back to the phone with a completely different pc offer..no promotion they just removed the stuff I wanted from the pc to strip it down to meet the 1500. BULL!! Guess Dell doesn't really want my business. OH..this was all in a 3 1/2 hour time frame that I had been working with them on the phone.
We ordered two computers from Dell three weeks ago. We have yet to receive them, nobody calls us back, the people we do reach are completely incompetant and uncaring. We are trying to run a business. WORD OF CAUTION: NEVER CONSIDER DELL FOR YOUR COMPUTER NEEDS. THE COMPANY IS WORTHLESS.
I wait over a month for my computer, I received no explanation, it is delayed over 3 times. No response from customer service, from 2 requests. I have to look up my order to see it is bumped out once again. This is no way to conduct business. I am sure this will not be addressed, but it will be addressed by me as I tell anyone and everyone not to buy from Dell because of your horrible business practices. You have lost one good customer, and created one "anti-Dell" advocate for life.
Above is what I sent the folks at Dell. I had read in different places that if you get a great rebate or deal at Dell, they would drag their feet on your order hoping you would go away. I figured it was just a bunch of cranks. Maybe this is the case with me, but it sure seems like it, considering I got 500 dollars off on a 1400 dollar computer. No customer service feedback, the only way I knew that my computer ship date was bumped out was checking periodically, no notices, it was bumped out 3 times, I canceled my order. Horrible business practices, 'Dell Hell' indeed.
I am a Dell onsite service tech. A lot of people complain about the warranty service; lets clear a few things up.
Warranty: A warranty is just that, a WARRANTY and NOT insurance. If your screen breaks (cracks), your software screws up, you bump the AC adapter and break the adapter port off the motherboard, a lightning strike blows your power supply, it is NOT Dell's responsibility to repair the machine. Warranty covers MANUFACTURER DEFECTS. That's it.
Software support: If your machine gets a virus, would you say "I never had these problems with my Gateway, Dell sucks'? Getting mad at Dell because Windows won't boot is like getting mad at Ford because Exxon sold you bad gas. In most cases, the only way to completely get rid of viruses is to reformat and reinstall Windows. Yes, Dell will charge you for Software Support.
I completely empathize with the fact that NO ONE (not even the Field Techs) likes the Indian tech support. Its simple economics, people. Dell can pay Joe Smith in Texas $30,000 a year to provide phone support, or "Joe Smith" in India 300 dinar a year (probably around $1,000).
When Dell comes out with a new product, they look at it and say "The consumer wants to pay $X for this machine. How can we produce it for them at that cost?"
You cannot custom build a computer for near the price Dell sells them for - and they use all Brand Name components (Intel/AMD Processors, Intel/AMD/Nvidia Motherboards, Phillips CD/DVD drives, Samsung memory). The cost of the components individually is probably twice what the computer cost you. Dell does not make "junk" computers. Comparable to the number of units Dell ships, the hardware failure rate is likely less than 5% of all systems.
Yes, there are a number of areas Dell needs to improve in. The Indian tech support is not likely to go away anytime soon. Dell is not the only company that outsources to overseas call centers. Call your credit card company sometime. Or your ISP's tech support number. Likely they're overseas in India or the Phillipines.
Some of the "horror stories" you're reading here are shocking, and unexcusable in some instances, but keep in mind they are not the typical experience.
In response to the above posting, let me ask a question of Dell. If a customer pays Dell to pre-install software, such as Norton internet security 2006, webroot spysweeper, quickbooks premier 2007 or dragon naturally speaking preferred v9, what is the tech support situation? Doesn't seem like a hard question but finding an answer has been difficult. In fairness, the exact same gripe applies to all the computer hardware manufacturers that I've tried to get an answer from.
Specifically: who does the Dell customer call for tech support on paid, pre-installed software: Dell, the software vendor or a third party? How long is tech support for? How many incidents is tech support for? And, does the customer get a CD? Without one, how can the software be uninstalled and then re-installed when it acts up?
July 25, 2007
Dell Computer Corporation
Attn: Complaint Department
1 Dell Way
Round Rock, TX 78682
Dear Sir or Madam,
Dell doesn’t want my money?
It took almost 3 hours of telephone conversation on three continents just to purchase a replacement motherboard for a Dell Dimension 2400 machine for one of my clients.
This machine was functioning normally, until it stopped booting, and would only show a blinking amber light instead of the normal green power light. A review of several Internet pages, including Dell’s own Technical Support website, indicated that this condition means either a bad power supply, or a bad motherboard. Since I had replaced the power supply about 3 months ago, it would be a natural assumption that the motherboard would require replacement. Just to make sure, I did take the steps necessary to ensure that the existing, new, power supply was functioning normally, and tested the machine with another new power supply, just to be certain that it was a motherboard issue.
I placed a call to the replacement parts department on 7/24/07 at approximately 4:30 PM (PDT) and spoke to a representative by the name of Ellen (in Panama). After collecting my name, address, phone number, email address, and providing her with the service tag and the registered owner’s name, I explained to Ellen why I believed a replacement motherboard was needed. Ellen provided me with a price plus tax and shipping, and I explained that I would have to contact my client to authorize the expenditure. Ellen gave me a quote, reference number: 316718477, and new phone number: 800-357-3355 extension 7244161, she even offered to call be back. I thanked her and indicated that I would call my client, and would most likely complete the order in the next 30 minutes or so.
I got my client’s approval, and called back and left a message on Dell’s answering service with the appropriate information.
Since I did not get a return call that evening, I placed a second call on the morning of 7/25/07. Shortly after I left a second message, I received a call from a Dell representative by the name of Andi (sp?). This call came in around 9:00 AM (PDT). I explained that I was ready to complete my order, however Andi wanted to know what happened to cause the problem, how I knew the motherboard needed replacement, and several other questions about my qualifications, and abilities to do my job. I explained that I had already gone over this the previous evening with Ellen, but Andi was insistent that she had to know EXACTLY what was wrong with the motherboard before she could sell me one. I replied that “there was a good possibility that since this was an inexpensive machine, perhaps the quality of the components in the machine were not of the highest grade, and as a result failed prematurely”. That didn’t seem to satisfy her, and told me she was not calling to discuss the quality of Dell, HP or any other machine) and she insisted that she had to call my client to find out what happened to cause the machine to fail.
I replied that I didn’t understand why that was necessary, and wondered why she was reluctant to just sell me a replacement motherboard. She indicated that she was required to know EXACTLY what went wrong with the machine, and proceeded to hang up on me and call my client directly.
I never appreciate being hung up on, especially when trying to spend my or my clients money to purchase something. It is my understanding that the Dell Corporation is a for-profit organization, and when a customer is offering to provide a corporation with additional income, it should be accepted willingly, and your potential customer should not have to provide superfluous information in order to complete a transaction, especially when that information has already been provided to a previous representative.
I decided to voice my distress to a Dell Customer Service representative, and called their listed customer service number. I spoke to a representative by the name of Chris (India), and summarized the above frustration, and asked why it was so difficult to purchase a replacement motherboard from Dell. Chris apologized for the inconvenience, went over the same information with me again (service tag, what’s wrong, etc.), and indicated that he could not help me, but would transfer me to Technical Support. He gave me a case number: 170280040.
I then spoke to a Technical Support representative by the name of Steve (India). I provided Steve with all of the information regarding the symptoms of the machine. Steve then told me what I already knew, either a bad power supply, or a bad motherboard, and that the machine was out of warranty. I told Steve that I was not surprised that it was out of warranty, which is why I wanted to purchase a replacement motherboard. I re-informed Steve of the steps I had taken to determine that it was not the power supply, which left only the bad motherboard option, and asked if I could please just buy a replacement motherboard. Steve gave me a new case number, 170282247, and tried to transfer me to parts sales. I was again disappointed when the call was answered by a representative named Jeff (USA) who welcomed me to “Dell sales and financing,” and asked “what he could build for me today?” Obviously, Steve had transferred me to the wrong department.
More than an hour and a half had now elapsed, and at 10:34 AM (PDT) Andi called me back on another line. I thanked Jeff, but told him he couldn’t help me, and proceeded to take Andi’s call.
Andi told me she was now ready to sell me a replacement motherboard. At this point I was pretty disgusted with the entire Dell experience, so I decided to ask some questions of my own.
First, I asked why we couldn’t complete this transaction an hour and a half ago. Andi’s response was that she had to get her supervisor’s approval to sell me a motherboard. I asked to speak to her supervisor, she told me she couldn’t (or wouldn’t) transfer me. Then I asked why it took so long to get back to me (my client informed me that she did get a call at about 9:15 AM from Dell, and told the Dell person that “It was working fine, and then it stopped working,” and informed the representative that I was her technician and she trusted my judgment as to what was needed). Andi’s reply was that “she had other customers to deal with”. I told Andi that based on our previous conversation, and the way this conversation was going, I did not wish to complete this transaction with her and asked that she transfer me to another representative. She replied that she couldn’t (or wouldn’t) do that.
I was now well over an hour behind my day’s schedule, and told her I would not work with her to finish this transaction and hung up. I had decided that it was probably in my best interest to start the process of ordering this motherboard from the beginning, in hopes of finding someone at Dell who was willing to take my money and sell me a much needed replacement part.
At approximately 2:00 (PDT) I completed my service calls and was returning to my office, mentally planning my strategy for communicating my desire to just purchase a replacement motherboard, and avoid the hoops and wickets Dell seems to require. I received a call from yet another representative by the name of Richard (Panama). For reasons that are still unclear to me, Richard was ready willing and able to take my order, with only the need to confirm my address and get my credit card information. We completed the transaction in less than 10 minutes.
I know that the foregoing is probably more detail than you need or want, but I think it odd that Dell would require explanations as to why somebody wants to buy a part, and than hire a representative (Andi) who, in my opinion, is abusive, demeaning, wholly uncooperative, and is certainly not the type of person I would put in a position of dealing with customers. Were I in Dell’s position, I would take steps to ensure that this individual was terminated immediately, or that she was removed from any opportunity to deal with anyone that did not work directly for Dell, at least she could only abuse other Dell employees. Also, Ellen, Chris, and Steve all indicated that I would be receiving an email confirmation of our conversation(s) and case number(s). As of this writing, I have received no email from Dell or a Dell representative.
In addition, I would appreciate some sort of explanation as to why anyone in the Dell parts sales department needs to know any of the technical information that I was required to provide (and more than once) in order to purchase a replacement motherboard. Shouldn’t my willingness to purchase be more than enough reason to sell to me? Why is there such a reluctance on their part to sell items? Why do they need anything more than the service tag number on the machine to ensure I get the correct part? Is there a special secret number that IT professionals can use to get the parts they want, when they want them? I certainly can not afford to spend the better part of a half day trying to purchase replacement parts.
My experience does not reflect well on Dell’s overall desire to support their products and customers, and will most certainly be a factor in choosing or recommending their products for any future purchases of new machines.
Based on today’s experience, I most certainly will be surprised if I hear from anyone who actually cares about how Dell’s customers are being treated
My parents and I have all purchased dell computers. I got one in 2004 and they got theirs in 2005...we both found out quite quickly that the "after sale" customer service is non-existant and all of them have americanized names that you know by the accent they are fake...besides they can't understand you and you can't understand them...i hope everyone will STOP USING DELL..make sure everyone know how horrible of a company they are and maybe we can shut them down...that would be nice. I have chosen to go locally for all my computer needs..you might wanna try lexmark for some of the printer cartridges instead of dell...i found some compatable and they were a little cheaper. There's always other stores eager to please and help customers... Good Luck.
Getting service from Dell is like pulling teeth! I'll never buy from them again and I will certainly discourage any friends or family from doing so.
I need to replace my laptop LCD screen and don't have extended warranty. I have talked to tech support, customer care and parts. I have spent countless hours on the phone to get a quote. Nobody seems to know how to help me and the one fellow who got as far as giving me a return-to-depot price of $499 and told me that he would set up the pickup with Purolator, disappeared of the radar screen when he put me through to warranty service and I once again got a recording that said "Sorry, we cannot continue processing your call".
My hope to get this resolved is fading quickly and I may just be better off buying a new laptop. I hope these guys get put out of business!
i purchased a computar with a check. they gave me 24 hours to get them the check.
i returned the computar and now they have been holding my check since 7-12-07. it is just sitting in round rock.
they say they only return money paid by check by check. they say they only use usps and only send checks to street addresses and not po boxes. i have offered to pay ups fees fed x fees i have offered my bank account routing information they have said no we will send it by us mail when you get us a street address. the us mail only delivers to po boxes where i live. they are holding my money. i have sent faxs-saying please mail it to... nothing. they give me phone numbers which people wont answer. my email is itssocial@yahoo any suggestions welcome. they are saying the same thing everyday and nothing gets resolved. another day older and deeper in..
I ordered two Lap Tops for my daughters both going to college. I received one and the other was back ordered. After four weeks of delays I called to cancel the order. I could barely understand the person in the customer care. I followed up with an email given on the order reference email. Five days later they shipped the computer and hit my debit card. I called and went through DELL _ _ _ _. I have shipped the laptop back and now I have to wait up to 31 days to be refunded my money. It is by far the most agrevating purchase I have ever made in my 47 years.
I was recently interviewed in Entrepreneur magazine where my dotcom sub-company was mentioned by name and city/state, and shortly after publication somebody went to Dell and applied for a credit account using my subsidiary company name, my name from the article and publicly available business address and phone number (found on my site and in Superpages/phone book) to order several thousand dollars worth of gear, which was shipped to a third party unknown to me in Wisconsin. Dell then sent me a bill. I called them immediately to inform them it was a fraud, tell them to send police to the address, and ask how they could allow somebody to setup an account under my dotcom-name (not even my corp business name), and not borhter to check for a social security number, employer ID, call to verify or anything. Now they are sending past due notices and two threatening calls to pay up or they will "ruin my business credit." Stupidly, they setup the account under a dotcom business name, which has no business entity (no employer ID, bank account, credit card, etc.). Basically it seems that anybody can setup an account with Dell (DFS) with any publicly available business info from a phone book and website, open an account, and then Dell goes after the company not the culprit when it's obviously fraud. They claim they were given personal data, which is impossible since the dotcom is not a business entity and my SSN was not used as Pres of the parent co of the dotcom. They refused to listen to the explanation on the two collection calls, and from the original call to report the fraud they gave me a case number but never followed up and the collection calls had no interest in the report/case number. This is gross negligence on Dell's part for not verifying the company was actually the actual company applying for credit, asking for a SSN or employer tax ID, etc; all they had was a street address, name of company Pres. and phone, easily obtained for ANY company in the Internet age. They never called to authorize or confirm the account or the order, but now they find it way to call to harass and make collection threats. What they don't know is that I run a 26 year old P.R. firm which can develop millions of dollars worth of negative publicity for them over this, as well as call for a class action lawsuit based on "gross negligence" in supporting the spread of business identity theft. I've also reported this to the NY State Attorney General's office and am now proceding with Illinois, Texas, and the BBB (their credit company uses two locales in both IL and TX). I am Christopher Simmons, and I authorized this notice! Look for notices about this during the week of Aug. 14-21 in Google News from my news network; it won't be pretty for Dell. Sadly, I was a happy small business customer under my proper corp. name, and have purchased web servers, a dozen LCD diaplsys, service contracts, software licenses, and never had seriously issues. Now, they've lost my business forever, and I'm using the power of my network to spread the word about their incompetence. Now I know, first hand, what Dell Hell is all about.
In the beginning of July 07 I ordered a new inspiron laptop for a new company I have just started work for, I went to the Dell Kiosk in 12 Oaks Mall, Novi Michigan to spec out the computer and give the guy a commission. He was helpful and we ordered it with the requirement that I needed it in 8-10 days as my new CEO from England was coming over and we needed it for a road trip. Well to cut a long story short, I was informed it had arrived at a DHL pickup pont 10 miles away 7 weeks late. I picked it up that evening before a morning business trip to California, Satrted it up and it went into self analysis mode. I went on trip and left it with neighbor who runs a whole IT dept for a big company, Got back in 2 days and he told me the hard drive was dead, broken. By this time I had spoke with all the Indian and Philipino employees I could take, I was cut off 3 times after waiting on line for 25 -35 minutes onn my cell phone. I returned it to the Del Kiosk at 12 Oaks, and told the sales guy (not the same one) that I needed service. He said I could call the Indian number again or he could send an email and he would get a response (not an answer) in 2 days. I asked him if this was the only way he could communicate with Dell, as it is obvious he has a telephone number to call. he refused to call this number or supply it to me 3 times. I pushed the computer onto the Kiosks table top, and pushed the box on top of it. I am now being prosocuted by Michigan Police and the employee alleging that I threw the box at him. How can a company like Dell take a mild mannered guy like me and frustrate him so completely that I now end up being prosocuted by the police for Dells inactions, and non-existant service ? They have my/companies $1400 and I have not heard anything from them.
Any advice ? - Ian Sharp
mackenzie1952@yahoo.com
Why anonymous you ask...because Dell has yet to fix my problems.
I bought a desktop 5150 one year ago which was a super experience,
even after a problem caused by my 14 year old son. So I decide on another box this time top of the line 9200. Even better..i am a happy camper. friends and other relatives buy from dell...no problems. Then dell hell hits.
DFS does not want to get involved with their authorized 3rd party reseller,(that sold all the boxes to me, friends, and family). I got the box but the registration for some reason did not transfer. This is no guff..I spent over 7 hours on the phone, traded emails, talked to supervisors (their are alot of them, and none have email, or can access email). I got a call back 1am in the morning from overseas. Other tech guys asked how much snow we had this summer. I lost my patience when nobody will tell me who is the Director or VP of Marketing or customer service (notice no capital on cs!). All supervisors say they are the final sayer for cs. I am being denied warranty because their data base does not show me as the correct owner. I read the warranty and it doesn't say anything about Dell's database accuracy. Hell I even tried to change the ownership with their web site, but they keep saying they know nothing. DFS says they sold the box to a reseller. Not their problem. They almost said the reseller is responsible for the warranty. Now I need a replacement monitor and a multi card reader, and my new Vista machine runs like molasses and thinks alot by itself, and shuts itself down because it doesn't like other Microsoft licensed SW. As of this vent 3 wks have gone by and my 30 day exchange warranty is about to run out. Dell has no onsite service, as I have already had to open the box under instruction from dell. It seems any tech support I am getting is out of pity from their techs after I loose it with them over the ownership problem. Now I need the parts, so what I am going to do next is blog my brains out and call dell and email dell the links and tell them this will continue till the paint falls off the keyboard!!. Thanks for reading and decide for yourself if the risk is worth it dealing with dell.
Michael,
I need some advice. Similarly to many of the other people who posted, I have a serious complaint about Dell computers, but most importantly about their customer service. I'm pasting a letter that I've drafted up, but want to know if you or anyone else knows of any Dell staff that I could send this to. Any assistance will be greatly appreciated.
And here is the good stuff:
To Any and All Dell Staff,
Please… I sincerely hope and pray anyone actually reads this from start to finish!! Dell has serious issues that need to be addressed and am sure my experience is not isolated!!
This is in reference to two issues that are going on regarding a purchase of a computer from Dell. Although Dell does not believe that these issues are related, I feel that until one issue is resolved the other can not be closed. The gist of the problem is that I received a new computer from Dell that did not function as advertised. In actuality, this new system functioned so poorly that I compare the speed and processing capacity to that of my mid-90’s Window 95 system! Because my numerous requests (roughly 20 total hours - wasted) and calls to the Dell Support Desk did fix or resolve a single one of my concerns, I decided it was not in my best interest to pay for something that serves no other purpose than a large paper weight. In early April, Dell Financial began calling to collect this debt, but did not care that I’ve had problems with the computer from day-1 and refused to coordinate a solution with the Dell Customer Support. And basically, the long and short is that I refuse to pay for trash and will not contact Dell Support and waste any more of my valuable time for no resolution.
My concern is that at this point I am delinquent with my Dell Financial account; this decision has significantly impacted my personal credit; I am still without a sufficiently functioning system; and to this I receive a surge of collection calls with no sympathy. According to the collection call I received yesterday (August 27, 2007), the collection agent suggested I contact this group to potentially help to resolve my issues and concerns. I want Dell to know that I do not refuse to pay for this computer; however, I will not do so unless my technical issues are resolved with this computer to my satisfaction AND Dell shows me that I am truly a valued customer instead of an extremely dissatisfied one forced to pay for junk that doesn’t work!
Below is a detailed timeline for my issues as best that I can recall. Through a detailed investigation, Dell should be able to correlate and validate everything that I’ve stated.
Late February:
Ordered an Inspiron 1501 with upgrades on nearly all components from the base capabilities. The cost of the system and all other components was approximately $1,200, and was purchased through the Dell Financial Services credit line. At this point, I had confidence that I would receive a state-of-the-art laptop with Microsoft Vista and all bells and whistles.
March 7 - 8:
Received order and set up/installed/updated all requirements for the system. By the end of this day, I came to the conclusion that something was seriously wrong with the system. Initially, I believed that there was a McAfee issue.
Between March 8 - End of March:
Contacted Dell Customer support between 10-20 times of which nothing was ever resolved or functionality ever improved. Like previously stated, I attempted to resolve the McAfee issue. With somewhere around 5 different technicians from India to Philippines (very difficult to understand!!), the only thing I was told was I have a corrupt installation. One tech told me to upgrade from website (didn’t work); one said he’d send re-installation disk (never received it); and one said there was nothing I could do. This alone was extremely frustrating and unsatisfying. From start to finish on this issue alone took nearly 8 or so hours.
My second major issue revolves around the fact that the system sold to me was not functionally able to efficiently support the new Windows Vista operating system. Considering I spent somewhere around $200 upgrading the “standard” 512M of RAM to 1 Gig RAM, I was told confidently that this would be an “amazing system” according to the Dell sales rep whom helped me “build” this system to my specifications. Only after working with an personal associate, who happened to be one of the first beta and pilot testers for Vista, did I learn that this operating systems was littered with bugs and flaws. According to this associate AND at least two other Dell Support technicians admitting this to me, the ONLY way for the Vista OS to function even close to adequately was to upgrade the RAM to 2 Gigs; OR to downgrade the OS to the Windows XP OS. After close to 10 to 12 hours worth of hang-ups, pass-offs, and “sorry’s” I lost hope. Time after time making the effort to call Dell technical support and customer support begging for some support to make me feel like a valued customer rather than a “hey screw you.. pay me!!” vendor. All I wanted was for Dell to provide me one of the two alternatives towards resolving the OS issue by either 1) providing upgrade RAM, or 2) providing a Windows XP downgrade (free of charge!!). Not only did they say that I would have to pay for the RAM upgrade, but if I downgraded the OS it would void my warranty. I really found this hard to swallow considering Dell wanted me to pay $1200 for a system that did work worth a dime!
Needless to say that after 20 hours of wasted time, no resolution and a satisfaction level of negative ten (-10) on a scale of 1 to 10, I decided that would no longer look to resolve the issue by making futile attempts to contact Dell Support! In addition, I decided that since the average citizen does not pay for trash, that until the system sold me was more than that, I would not pay a dime towards it!
Beginning of April - Present:
In early April, the Dell Financial collection calls began. By this time, I had already had enough hassle up to my eyeballs, and clearly did not want to deal with collection calls. Time and time again, I graciously received the calls; let them know the problems I was having; I suggested they reference the ticket numbers I offered them; and then informed them to contact Dell Support themselves to let them know that if the Financial side was going to get their money then the Support side needed to make things right. Well, the Dell Financial guys were not sympathetic what so ever, told ME to call Dell Support AGAIN, and simply pay what I owed because I was obligated. Again, this frustrated and still frustrates me to no end.
April 19, 2007:
On or before this date, Dell had an epiphany and decided to offer XP on this system. In one last attempt to see if Dell would graciously rectify this issue by providing me with a Windows XP downgrade, I was politely turned away, if you call hung up on polite? Just to note, here is the link to the CNET press page that caught my attention:
http://news.com.com/Dell+brings+back+XP+on+home+systems/2100-1046_3-6177619.html
Just to let you know, my time is extremely valuable as is most people’s. To put things into perspective, my hourly rate is just over $60 and adjusted for the time spent on the phone with Dell Support and my own personal time trying to work through the technical issues on my own (let’s say 20 hours w/ Dell Support and 20+ on my own) this total equals $2400, which is more than twice the cost of the computer itself. From an economic standpoint, I have easily covered the bill for the computer and probably should actually take Dell to collection to pay me the additional $1200 worth of time spent over the value of the computer! Is any of this making sense? Does Dell understand that every collection phone call made by either Dell or a debt collector is costing money? Does Dell understand that beyond just the time I spent during the first month fruitlessly trying to get this system working proper, that every collection phone call I received and every time I regurgitated this story wasted at least 15 to 20 additional hours of my valuable time. Even having to write this letter is taking time away from my family, my work, my school, and any small amount of free time I have these days. I am sincerely upset, but would love to take care of this issue. However, I will NOT pay for this computer out of pure principal. So, unless Dell attempts to make amends with me by providing me with a system that lives up to the advertisement AND making me actually feel like a truly “valued” customer, I will NEVER pay for this piece of trash! I would rather go to jail! The only good news I can say is that there are so many avenues I can take to ensure that every person I can reach knows how they actually treat its customers. One thing I do know is that negative press and advertisement is a very powerful tool. Maybe I could make a really sweet YouTube anti-Dell commercial? Then maybe I could get you to spend a couple of tens of millions dollars to counter that? But what would that prove? It would prove to me that I didn’t pay for a $1200 computer, lost some of my time, but did make Dell spend a hell of a lot more money wasting their time and efforts over something that never needed to be done in the first place. Hell, I only asked for 1 Gig of RAM and a Windows XP downgrade. Was that too much to ask for? Now Dell has lost what might have been a Dell customer for life, but we’ll never know.
BTW, thanks for f’ing my credit. Great job!!!!
In response to Dave Post,
Sounds like too much of a headache to even bother, especially since the warranty to out of date. Wouldnt of it been easier to just go to EBAY or a close proximity computer store or go to Intel directly to get yourself a new motherboard for your client?
Dell few years ago (say 6 or so) was trying to provide good support and decent computers. This has changes since they increased market share/expanded too rapidly. Their systems are full of problems and customer support very weak. I have send one laptop to depot about 6 times within one month period and they supposedly replaced almost everything but no one re-installed OS and drivers so I had to do it myself. My system still comes with BSOD on a daily basis. I have 3 Dell PC, and trust me will not get another one for sure!!
Is there really a home office for Dell??????!!!!!! In the U.S.A.??? Or have they all moved to India, and hired people who DO NOT UNDERSTAND OR SPEAK ENGLISH! I was on the phone for an hour this a.m.. Transferred and lost in the system so many times I fixed dinner while waiting. One more " I am so sorry for your wait and I can help you." B.S. I will nor any of my family purchase a thing from Dell again. Someday in the future I will receive my refund check, for a printer I returned twicew. Any guess or bets on how long this will take? or odds if I get it. OH YEAH!! the guy from India says he will monitor my account everyday and send a e-mail when the check has been mailed!!Another BIG B.S.
Ordered a pink Inspiron 1520 on 8/29. Ship date was set for 10/9. I also had ordered a printer with it. During the wait, the printer price has dropped significantly. When I got an email about another delay on the printer asking me if I wanted to cancel, I decided to cancel the printer order. I made sure to tell the guy that I did NOT want to cancel my laptop order. GUESS WHAT? My laptop order was cancelled!! When I called to get the order reinstated, I was told that I would have to resubmit my order. The new ship date would be 10/31. SOOOOOO, I went online to eBay and found the SAME exact laptop (brand new) for $800 less and I will get it next week. I love eBay!!!!!
I have read through post after post, and while not funny...I found myself laughing because I know I am not alone. The blue screen of death guy...hey I had that too after a memory stick upgrade...they ended up replacing the memory sticks with refurbished ones...it did take care of the problem and the really swell thing was the people who replaced were based in America (Yay!) spoke American english and knew what they were doing! Nice. The downside was...I bought two NEW memory sticks and they replaced them with two refurbished after only a few weeks of use. Isn't that a crime? But it took me...and I kid you not... 36 technicians to resolve the problem. The worst part of all was they had me do a full system restore. I lost everything because I couldn't get my PC booted long enough to back up my most recent projects. OMG...I could have spit tacks I was sooooo mad. BUT the last technician I spoke with had me do...of all things...a BLUE SCREEN TEST! Frickin DUH!!!!! WHY would they not run that test to begin with???? I will never buy Dell ever, ever, ever again!!! Or gateway for that matter...I am headed for a MAC next time around. To hell with these companies who outsource to countries we can't understand. I reserve the right, as an American, to be able to understand my tech support personnel. If I am spending 4K on a pc...then that had better be one of the perks I get with it. Now I am having trouble with my printer...the storm the other night knocked out the power...yes everything is hooked to a surge protector that also cost me 50 bucks from Dell.But now, the flashing light won't go off.... I am done with them. I logged on and tried to talk with tech support and they said it isn't covered under my extended warranty I bought for the extra two hundred bucks at the time of purchase. Nope...I can live with the blinking light... But every person I know will get my opinion of Dell...they obviously aren't familiar with the phrase bad news travels ten times faster than good news. I HATE DELL products and service...It SUX! But I won't EVER be guilty of making this mistake again. Good luck everyone. I feel for you... I hope you get it all resolved.
Last year I ordered a Dell Laptop to give my husband as a xmas gift. Three weeks alter, I call to get status of order and I was informed that it was cancell becuase I lived in Puerto Rico and they could not honored that price in PR. But no one ever called to informed this. This year, my niece wanted a DEll pink laptop and brought me the add (in english) for the computer. She does not speak Spanish. I order it and 2 weeks later I was told it will be sent in 3 weeks, 3 weeks later I called and they tell me the pink cover has not arrived so they needed 3 more weeks. I finally got tthe computer after waiting all this time. THE COMPUTER CAME IN SPANISH!!! because I live in Puerto Rico. The invoice and Order is in English. Part of the computer keyboard is English and some spanish symbols. After 19 calls to DELL customer, tech, etc. I get a person that tells me that they will send me a new computer to replace the spanish computer. That nigh at 1:00 am I was woked up to be informed that the replacement order was cancell, becauase I live in Puerto Rico and it is not reconized as USA territory (but they charged DOLLARS to my USA credit card). So be aware if you buy from Puerto Rico you are stuck!!
So if you speak English and live in another country make sure you get what you want.
Remember for Dell Puerto Rico, VI and Guam are "latinamerica customers". You will get spanish or from India if you shoose english, but they can not help you becuase this is Puerto Rico and they only take english speaking from USA.
I have just got off the phone to Dell whom are a bunch of unaccountable pricks! I ordered a Inspiron 1520 for over $2,000 with Windows Vista. On the day it arrived I was on the phone to tech support reinstalling the operating system. Ten more tech support calls, 2 visits from computer technicians (at my cost) and 5 hours of research on the web and I worked out that the problem stems largely from Vista. On explaining to Dell 'customer don't care' that I would like to reinstall XP she was so generous to give me 50% off the price of XP (the $100 I saved made me feel warm inside after the $2,000 I have wasted) and then proceeded to tell me that I would lose my entire warranty (plus the three year additonal I had paid for) on my six week old machine. Dell you are a pack of assholes and I will make sure everyone knows it!
An update from my previous post below. After many more call and transfers today, I was told by Dell that I could purchase a new laptop with XP and got a commitment that I would receive a credit when I returned the old computer. Whilst I will not be cheering until the money is in the bank, they have finally decided to be responsive at least. I feel I owed an update on my previous post based on this current change in their attitude. More to report soon.
I have just got off the phone to Dell whom are a bunch of unaccountable pricks! I ordered a Inspiron 1520 for over $2,000 with Windows Vista. On the day it arrived I was on the phone to tech support reinstalling the operating system. Ten more tech support calls, 2 visits from computer technicians (at my cost) and 5 hours of research on the web and I worked out that the problem stems largely from Vista. On explaining to Dell 'customer don't care' that I would like to reinstall XP she was so generous to give me 50% off the price of XP (the $100 I saved made me feel warm inside after the $2,000 I have wasted) and then proceeded to tell me that I would lose my entire warranty (plus the three year additonal I had paid for) on my six week old machine. Dell you are a pack of assholes and I will make sure everyone knows it!
October 30, 2007
After much time spent looking at the specs for Dell I went down to the Dell Kiosk in Burnaby, Canada, to buy a Dell, almost $2000.00 for the set up. I wanted to pay by credit card but the rep said he could do a good deal for me if I paid by cheque. I agreed and took out a cheque to write out and was told I could wait to get my computer before paying. BUT he said in order to do that I needed to give him my information, DL etc.
The next day I got a Financial Agreement at 28.99% interest from Dell giving me 1 day after receipt of email to cancel. I got on the phone immediately to do so and can you believe it is not possible. After an hour of haggling and trying to sort it out, I was told the only easy way is to cancel the whole order and start again. Obviously I have cancelled the order, faxed a complaint letter to Dell Financial Services 1-888-438 1117. I guess I had better look elsewhere for a computer.
I had a Dell 1000 that within barely a year, it burnt up and died. They said it was the battery pack overheating. So at my cost (expensive!) I replaced it. It was not the problem. The laptop continued to go downhill. So I researched for a stronger, more powerful, "business" laptop for my needs, and opted for the most expensive at the time the 9300 Inspiron at $1800 on Jan. 5, 2006. Right about end of January 2007, I was also starting to show signs of hard-drive issues. After going around and around with them, asking them to send me a new laptop to replace this one, which they said they could not because it was past year warranty, I finally settled for having them send me a new hard-drive.
• About January-March 2007, I had a hard drive sent to me to replace in my laptop when first having problems. I continued to have same problems. All this time, losing time, money and income, besides starting all over each time with my laptop & files & programs.
• I sent that one back, around May and they sent another one. Same issues.
• Probably around July-August, then I asked for a NEW one, not a refurbished one, because my computer-man was telling me that the problem is they were not sending me anything "new" ever - always used (refurbished means "used"). They said they didn’t have any NEW ones, but only new “external” hard-drives. So they sent me an external harddrive. It didn’t even fit my computer. It was completely unusable/worthless to me.
• That’s why around September/October, I started to raise hell and said I was going to get a complete refund because I was fed up with this merry-go-round. That’s when they finally changed their tune and now said they’d send me a “brand new laptop” and therefore did, whereas all the previous times they said they absolutely could not do this. This supposedly new laptop also was refurbished and was even marked on the outside of the box that way! I sent back because I have been just plain tired of this time-wasting merry-go-round. I have since bought an HP and am going through my credit card company to refund me my original purchase price for FRAUDULENT PRACTICES AND PRODUCT NOT RECEIVED AS PAID FOR. Good luck with Dell. That company is run by a bunch of idiots and scam artists. And apparently they have compatibility issues with Microsoft. Buying a laptop every year because the hard-drives crash and die on you, is a joke. Janet in San Diego, CA.
I really, truly loathe my Dell Dimension E510...and consequently Dell as a whole. It has become nothing but a $1200 paperweight. I bought this computer back in Jan. of '06. Everyone at my school gave them such high praises: "Oh yeah, man, Dells are so awesome." I now know that is a complete load.
After owning the computer for only three weeks or so, the hard drive messed up and I had to use the Dell Restore utility after talking to some clueless Indian rep for an hour. It is a Seagate, which is supposed to be a good brand. I wouldn't doubt that Dell put a refurbished one in this PC.
The whole time I've owned this computer, it has been loud. Due to the acoustics inside the case, I can't tell where this noise is coming from, either. The noise also seems to quiet down as I pull the case off, as if the computer knows I'm looking for it. Now, the computer is three hours away from getting elbow dropped. It has now fallen victim to the infamous Blinking Amber Light problem. I have tried almost everything, including a new power supply, and the only other thing that it could be is the motherboard...which I am reluctant to buy because I am afraid what will happen if that doesn't fix the problem. For you Dell supporters out there, look around the internet...this is not an uncommon problem.
One thing is for sure...I am never, EVER, EVER buying a Dell computer or product of any kind again. I had a cheap little $600 HP before this computer (because I was young and poor) and that computer was a champ. I had it for more than 4 years and none of the physical parts ever broke...not once. I really had to restrain myself from cursing in this post. As soon as I get a new computer, this computer is going to get it...with a baseball bat. I will be an HP customer next time...here's hoping the next HP does as well as the first.
I recently bought 2 Dells. A Inspiron 5305 Desktop for a second comp and a Inspiron 1521 laptop for writing. I bought these because I also have, and must admit I love, Dimension 2400. The only problem I ever had was software related on the Dimension.
I also bought Microsoft Office since I needed Word and of course Word did not come with it.
I put Office on the laptop and within weeks was getting a blue screen on startup if left off for more than 2 hours. I call Dell Tech Support.
After the runaround with the endless voice, as pleasent as it is, I was sent to several different departments. Of course I had to tell each and every person what the problem was along with an ever increasing amount of case numbers.
Tech was less than pleased that I was unable to get the information they needed from the blue screen. It only appeared for 3 seconds and I can't read that fast.
Long story short, after 2 days they agreed I needed a replacement.
The replacement worked for a month before the blue screen appeared again. The DHL driver said he sees them all the time. Same reason Office. The new desktop works fine. Its running Vista and I won't put Office on it.
Needless to say the laptop is going back for a refund.
Now I have to be honest and say all my problems with Dell have, I think, been software related.
Vista sucks. Vista can't talk to Office? I think alot of Dell's problems would clear up if they went back to XP. Vista has more holes than swiss cheese.
I spoke to a manager at Customer Rep. We talked for an hour and a half. It was productive and for the first time I felt that someone besides sale was listening.
I purchased a Dell Inspirion 1501 December 18,2006 for my son for college. We have had nothing but problems It take sometimes up to 10 minutes just to turn on. It will lock up in the middle of papers and lose all data. I have spoke with Dell support at least 5 times and they run test after test with no help at all. Has anyone had this problem? Please help thank you Melissa Farley
I ordered a Dell laptop on Nov.3,2007 with a Nov12 delivery date. By Nov 7 the Dell website showed it left production but no tracking info. I called and got a DHL number. The DHL number would not track and the story begins...So far over 7 calls and e-mails , no computer, I canceled the order after they admitted it was lost. There is always someone different at he middle eastern call center, and have been promised that my credit card would be refunded. They called agian on Nov 26 to tellme that it would take 10 more days to remove the charge. How can they place a charge instantaneously, but take 20 days or more to remove it? I am 5 days away from a lawyer. This company has changed. When I see a company ignore customer service needs and quality issues, it usually means they are in serious trouble. Dont be surprised to see this giant roll it's eyes and fall. If you own any Dell stock , you should be concerened.
Screwed - I just bought an Inspiron desktop - the sound card doesn't work and the wireless card they installed "is not compatitble with the hard drive", as stated by the customer service rep. I spent over 3 hours on line with support - no resolutions - they suck - DELL HELL LIVES - "Won't Get Fooled Again"
Dell has about $10k in my money over the years dating back to 1998. The challenges have been many over the years and have worsened since my first desktop. I have many stories to share but the most notable is one about finance and a support issue with a power supply that failed. The finance issue, in short, involves my 3rd desktop where they promised 24 months no interest financing. When I received my first invoice from Dell Financial Services, it said 90 days no interest. I called and spoke with no less than 4-6 people and supervisors. The stories from them varied but all said they would not give me the 24 month no interest. I said why? They said I wasn't qualified. I said what does it take to qualify. You have to love this response, "we can't tell you because it's proprietary." What!? I have a credit score of over 800 and I can't qualify. Oh well. The power supply in the same computer went out 2 months after the warranty ended. I asked them to cover it especially since the web was littered with complaints on failed power supplies, some within months of being purchased. I talked with 9 people and the escalating manager called me on Christmas to give me the disposition of my case. He said that since the warranty was out, they wouldn't cover it. I explained that with 9 reps over 2 weeks that they could have shipped one to me for less but I asked him if he had the