Prior to this month, I was a cheerleader for Dell. I really was. We have 6 Dell computers in our home (7, if you count the one that is scheduled for transport back to the hell from whence it came). I loved Dell because they ran well, and because they had incredible support. Sure, I struggled to understand the English of the support team (yes, “Brian,” “Bob,” “Susan,” every one of them), but that was ok, they ALWAYS resolved my problems. Until this time.
My husband works out of town during the weeks. I work with b5media. Both of us rely on our computers for our jobs. So, when Marshall began having problems with the screen on his Dell, I called Dell. One service call later - no resolution. Another long telephone exchange and another service call - no resolution. The technician knew what needed to be replaced, but Dell would not send it. My husband calls Dell - spends a couple of hours on the phone, raises hell, and then arrives a technician with a whole new top half of the computer. Well, the screen was repaired, but it just didn’t jive with the rest of the computer - we are permanently in Safe Mode after yes, another call to Dell. Mark us down for about 8 hours on the phone with Dell now.
Read the rest, after the jump…
So finally, around the 7th of October, Dell decides that they need to send a replacement for his laptop. So we wait. And we wait. They say 10-15 days. We live ONE hour from Austin, the heart of Dell Hell. On day 15 I call, and they say “oh, it is coming, it has been approved on the 10th and should be shipped out ANY DAY NOW.” So, ever the patient lover of Dell, we wait. It finally arrives on the 25th of October. Hooray!
Guess what. The power button doesn’t work. Won’t boot up. The media button will boot up the Dell Media Center, but that won’t get you to Windows. S.O.L. So, back to the Dell chat. I am sick of walking around with the phone to my ear. So enter another problem - when I enter my service tag number for the chat, a notice comes up that says “this system was purchased in Canada - please call this number for service.” Nice.
So, I enter the service tag of the old system, which was an Inspiron 5100. That gets me in to a chat. So I explain my whole issue to this guy -and give him the service tag of the system that I am actually having problems with (an Inspiron E1505/6400). He sounds like he knows what he is talking about, and sets up a dispatch - he assures me this is a user serviceable part, and not to worry. Ok, not worried. Not thrilled, mind you, but not worried. He also says my service tag/Canada problem is fine. Don’t worry. Riiiiiiight.
So, that was this past Sunday. The part arrives Tuesday (remember, we are one hour from Austin - CAN get speedy parts from Dell). I had a really crummy day yesterday, so decided I had best leave computer work for today - and it was Halloween, so all time after the kids get home is shot anyway. I have already read up on the part replacement document that the chat guy sent me, so this morning I proceed to pop off the piece (part 2):
And, I immediately realize - this isn’t what we need. I thought there might be something electronic there that was shorted, but no, nothing but a plastic button. And I knew that wasn’t the problem. But, I open the parts box to see what is in it at this point, and what you you know - it was a part for the old laptop that has been replaced. Nice! Thanks Dell!
So, with a heavy heart and a big sigh, and a cuss word or 10, I drag ass back to the Dell chat. Does my service tag get me in? Naturally, no. Uma is the lucky recipient of my chat. “How may I help you today?” Oh, let me count the ways.
Well, you can look at the history of this service tag number - and you will see that after many, many problems with it, Dell decided to replace it. It replaced it with a unit service tag # xxxxxxxx - but that is registered in Canada and I can’t get chat service using that service tag. That is the first problem that needs to be corrected. The second problem is: The new unit doesn’t work. The power button does not work. I had a chat on Sunday, session id xxxxxxx, that resulted in having a part sent to fix the power button. Well, he sent a part for the old computer that is out of service, but regardless, that part wouldnt have fixed it. The power button does not work at all, it is not the cover piece that is the problem. When I had the cover off, I pressed the button on the board, and it does not work.
Well, “Uma” knew she wanted to be rid of me, and escalated me to her supervisor quick as she could. Thank you Uma! So I think - the supervisor is going to either be a jerk or super nice. He is super nice. Nice nice nice all the way through telling me that until my old system is returned, he cannot transfer the warranty to the new system, so they can’t help me. All I want is 1 day with a functioning system, to make sure I have all the files I need off the old one. Thats it, one day. So - let me get this straight - you want me to turn in a laptop that kinda works so I can get service on the “new” computer that doesn’t work at all. So, I let him know how I felt about that, and about Dell and about how a customer should be treated.
Christina, the only solution to this problem is that :- you need to first return the old system to the Dell, only then the warranty will be updated on the new system”
Christina jones: “you are kidding me”
Agent (Navneet_01112733): “You need not worry about the new system - after returning the old system warranty will be transferred and then we will immediately replace the faulty parts of the system”
Christina jones: “I tell you what, this is unfortunate - we have been good customers of Dell and this is an extremely bad way to treat customers”
Christina jones: “we have 6 dells and buy two new ones every year - and this is it - no more.”
Christina jones: “I know this isn’t your fault or even your problem, but I am so disgusted at this.”
Christina jones: “ok, so when i send back the old system, I have to start this process all over again”
Agent (Navneet_01112733): “Christina, in this case we have one more option”
Christina jones: “im listening”
What was the other option? To keep the hard drive until the new computer gets fixed and then transfer files. Will the new hard drive fit in anything I have here? Nope. Livid.
Christina jones: “Can you trust that as a good customer that I am sending the unit back - will send it tomorrow, and schedule a service call? You all sent a computer that doesn’t work - doesn’t that mean anythign to Dell? Dont they think they should send someone out immediately?
Christina jones: “We have waited so long and been so patient - and I am just completely out of patience.”
Christina jones: “We haven’t even gotten into the problem that the new computer has, so will have to start this whole process over again - someday, when dell gets the old computer back, and manages to get the warranty transferred. This is just wrong.”
Agent (Navneet_01112733): “I apologize for the experience you have had. This is not the kind of experience we want our customers to have. Christina, I will not let you disappoint - I am going to enter each and every problem you are facing with the system. I am 100% sure that Customer Care will resolve the issue.
Christina jones: “I really know this isn’t your fault, but I do think that if you wanted to, you could send a service person. Bill me, credit it back, whatever. I need service on this computer this week.”
Christina jones: “Stand by your product and make this right. Someone there can do that if you cant.”
Christina jones: “If this were you, you wouldnt return the old one until you had a new one that works - no one would.”
So at this point I figured out that he understood my problem. He really was very nice. I asked for an email to someone I could officially complain to, then I said never mind, I will complain on my blogs, someone will find it. He transfers me to customer care after who knows how much longer. The customer care guy gets on the line - “How may I help you today?” Aargh.
So I told him I really didn’t know. Please look at my account and tell me how you can help. Well, he immediately got my warranty transferred over. That was a big help - at least a big first step. So he sends me on back to the beginning, and tech support. I tell you, I have so little heart left for doing this. I am worn the fuck out.
So, he starts walking through the troubleshooting procedures. Tells me to take the battery out, press the power button and hold for 30 secs and put it back in. Guess what - the laptop fires up. OMG - I am happy, AND I want to put my head through the wall, all at the same time. So he says - ok, is your problem resolved then? And I get my wits about me enough to tell him to hang on, let me reboot and make sure this thing comes back up - and whaddya know, it does NOT come back up. So we reseat everything - the hard drive twice, troubleshoot, troubleshoot - “don’t worry” “thanks for your great troubleshooting skills” all that programmed Dell tech support bullshit. We find that when I remove and replace the battery, the power button will work - once. It won’t turn the computer back off even.
We run diagnostics - the only error that comes up is that the optical drive doesn’t work. So he starts on the service call stuff - ok, I am preparing you a dispatch number and the technician will call in 2-3 days…blah blah blah. Hold it. This problem is NOT my optical drive - what are you sending me? Ignore, ignore “I appreciate your patience.” WHAT ARE YOU SENDING ME? Finally he says - a new board. Your board is not working. NO SHIT. Ok, now I want my optical drive too, because I KNOW it is not going to be working either. “Don’t worry, your optical drive is fine, it is your board.” Yeah, we will just see about that. “Thanks for having faith in me,” he says.
So, now I wait for the tech guy, who will show up here somewhere around next Monday with a board. Thats good, I guess, but who wants to make a wager on the optical drive?
So, to make a dreadfully long story short, they have a replacement laptop coming that if it ever gets running before our support runs out on it in April 2007, it won’t make it much longer than that. I have purchased my last Dell - these are going to be my last trips into Dell hell - except of course with the other laptop,purchased last July, that will have service attached to it until 2009. For the price we paid for these laptops, we could have purchased 2 as good laptops. And I would rather go out and buy a brand new one every year than spend one more minute on the phone or waste one more minute of my life chatting with Dell. Hasta la vista baby!
For more on the Hell that is Dell “customer service,” please see:
Jeremy Zawodny | Chris Pirillo | Jane Galt | Jeff Jarvis and many of a million others online. Disappointing? Very. I am embarassed to have ever recommended such a company to anyone else, and won’t be doing it again in this lifetime. I am probably not done bitching about this yet, it doesn’t feel “quite” out of my system, so we will see.
47 Responses to “Dell SUCKS. My trip into dell hell.”
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Came over via Hsien. Gotta say I agree with you. I’ve always had a Dell computer so when it was time to get another one, I didn’t hesitate. What a disappointment. In the first month, I had to get it repaired twice. Something about the motherboard being fried. Till this day, I’m still getting all kinds of error messages. Not to mention my DVD drive seems to be out of whack. I can’t burn CDs or DVDs no matter what program I use. I’m about to throw this computer out the window. I now tell EVERYONE not to buy Dell.
Thanks for commiserating with me, Kailani! I am sad that Dell has taken the spirit out of me, really I am, I really used to love them. I have two computers that have come dangerously close to flying out the window, thats for sure. Good luck with your DVD, hope you get it working!
As a tech myself I have to say they dont seem to have the brightest technicians at the phones, or they want to try everything before replacing something expensive. But I also have a feeling that your drive is fine, it seems that it was a malformed board and prob not directing power to the cd-rom drive/not reading it but optical drives don’t usually fail. also, for your hard drive, you can buy a $5 converter to the 2.5 in latop HD to the E-IDE and power connection of a desktop. And as for dell’s laptops other than their XMS, the gameing laptops, they have gotten pretty bad, and their desktops are that great either. The older computers from them are higher quality then the new ones, i think. And when you do replace your computers again, make sure u dont switch to E-Machines. Sony is overpriced but their laptops do last a long time. at least the couple that ive had, i dont know how their quality is now. I would assume it is still the same. Also you may want to go buy one from your local Circut City, Best Buy, ect. When something is DOA like that, they have more power with the manufactuer then you yourself does. hope the new motherboard will fix it. Good Luck
Well, as it turns out - the optical drive is fine. However, in response, I do have to say that on my other laptop (Dell - E1505), the optical drive failed and was replaced about a month after I got it.
We got everything we needed off the laptop, so we are good to go. However, today is now TUESDAY and we haven’t heard a word from the technician (scheduled last Wednesday). I guess I am going back to Dell support. Damn it.
We have had a Sony - not a big fan. We have had HP laptops recommeded to us, by someone I trust, so maybe we will go that route next time. We could buy two, keeping one for a backup, for the price we paid for this Dell, and the service package.
Thanks for the advice, I really appreciate it!
I have recommended Dell since Gateway turned to crap a number of years ago. Many have purchased Dell products based upon my recommendations. Because of your post, I will not advise others to buy Dell.
As a techie, I tend to buy individual parts for desktops, and buy barebones + parts for laptops, cutting out as many middle men as possible. This both reduces cost, and reduces the probability of anything being broken. The individual parts tend to have warranties or atleast options for being returned if defective on arrival, even though the whole thing doesn’t.
The next best thing (best for non-geeks) is buying a system from someone that does the same thing that I do, but professionally, a small business (possibly a local one) that will sell the whole thing with a warranty or service contract, sometimes support. In the case that they are a local business, you can take the thing straight to their location and point at what’s wrong. (Accelerates things a bit.)
Sorry to hear about your woes. This reminds me of a Gateway experience I had years ago. I think any manufacturer can make a lemon now and again. About two years ago a buddy of mine told me about a local HP partner. I have bought only from him since. He sells the HP/Compaq corporate line that IMHO are built better than the ones at the “big-box” stores. His prices are at or below the prices on the HP website but what makes him my vendor is the local service. If I have a problem, I drop the computer of at his shop, he does the diagnosis, orders the parts if needed, and I pick up the repaired unit the next afternoon. No overseas calls, no tech reading from a script, no going without your laptop for three weeks. You can search for local partners on the HP website. I’ll bet other makers have similar programs.
Good Luck!
Whatever you do, DON’T buy a dell without a graphics card. I did so, planning to buy one from a nearby wholeseller at a much cheaper cost. SURPRISE! No AGP port soldered into the motherboard….
Now I understand why you are so patient with me while I am waiting to get my laptop back from Dell Hell too. (mine is an Inpsiron 5150)
But don’t you just love the dell ads from adsense on this post?
LOL yeah, love em ::eyeroll::
And pardon my bad language, William. I was an angered soul. Still am, really. There is more to the story, but I am still so disheartened I don’t want to even think about it, much less write about it. LOL
Don’t worry about the language too much. I almost cussed at a tech on the phone the other day. The bad thing was… I didn’t even feel slightly guilty at losing it on the phone. There comes a point where I just can’t tolerate certain things.
Apparently, it’s supposed to come tomorrow in the mail? LOL
yeah… okay. Then I have someone in upper level management calling tomorrow too sometime. They are going to get an ear-full.
~William
Christina..may be a tip - IF, and I say IF you should ever buy Dell again, go for small business models. from my engineer-husband’s advice - Dell’s home laptops/pc are the “Testers” for new products, like the XPS right now. but their business models eg the latitude are tested to last because of the clientelle these computers are made for. the customer service is way much better, and in-house too, in some places it’s same-day service.
How Do You Get A Hold Of Someone At Dell That Can Fix My Problem? Any Phone Numbers or Emails of Mike Dell Or the CEO CFO or one of these over paid people
Thanks Bryan
Leave a desperate comment on the Dell blog - direct2dell.com. Someone emailed me shortly after I left the comment, and that person got me to the escalation team. Perhaps that can help you too, Bryan. Good luck!
all manufacturer are the same if you ask me.
I am an engineer and own my own business. When one of my customers has a problem with a PC and I cannot fix it in 2 days I supply a “loaner” computer until theirs is repaired. So my advice is goto a smaller computer company for repairs support ect. I think you will find that they care more about your problem than large corporations that only look at the bottom line.
Great post! I used to like Dell, but ever since I had a problem with one of their cheap printers I won’t even look at their products. Been very happy with HP business line these days. They say next business day replacement, but it usually it 2 days. Still not bad considering I live in the middle of nowhere.
My Dell Hell arrived on Jan 16, 2007. I have spent over 16 hours on the phone and live chats in less than a week. Every single person I talk to assures me they are the answer, yeah, right. Still no resolution and I’ve come to recognise the solution “sets”. One tech changes everything to the right, the next everything to the left, and then we begin again. I’m a seven Dell owner also. Seriously thought about going MAC before I bout this XPS laptop, should have listened to myself..
Most I’ve ever spent on a laptop and leaving on a trip tomorrow. I thought a week would be enough of a shake down before I took off. NO WAY am I taking this new system with me.
get a Mac
Christina, In my experience, If you really must have a Dell laptop, then make sure it is a business model like a “Latitude” if you hope to get anything remotely like good customer support.
As it happens, I worked for years in corporate banking fixing laptops, and for my money I will always buy HP or IBM because of their reliability and good spares, then DELL because second user spares are plenty on eBay, but almost NEVER a TOSHIBA as they are just too difficult and expensive to repair, and hardly could be describes as tough laptops, but that is my opinion.
Best wishes.
Hi again, I forgot to mention that like NiteFlytes I love MACs but they are far too expensive here in the UK. But thanks to Apple’s new OSX86, I now have two laptops (HP NX9010 & Dell Latitude D800), both of which can boot as either XP or OSX86. Best of all I don’t have to pay Apple’s extortionate prices. Cheers.
Christina I found your blog to be a repetition of most Dell owners I have personally spoken with.
I used to work with a small computer company where we built computers all the time. We once had a Dell customer call us for help. This attorneys office had been on hold with Dell for an hour while they tried to “Fix” his computer. He called us and within 45 minutes my technician had returned after replacing the network card. How the Hell did Dell plan on replacing the network card over the internet if it did not work? Duh!
Another note: I learned from our suppliers that Dell Laptops are built by Acer. So when I needed a new one, I purchased an Acer Laptop and paid much less for a screaming machine that I am very happy with. Almost a year later and not a problem to be had.
I’ve been in business for a number of years by helping people purchase a computer for their home and/or business, then help in setting up and training people on those computers.
Each person or company’s needs are different and my business personalizes in assisting / recommending hardware, configuration, software, etc., etc., etc.
The majority of computers I’ve recommended to customers are from Dell. I’ve seen annual sales of my customers exceed half a million bucks on the systems they purchased.
That’s a lot of computers that I’ve worked on to get setup, support, train……
……and while its true that an occasional system or piece of hardware is defective, for the most part I’ve had the confidence in Dell to make good on those “defects”.
I also built a “special” relationship with the Dell techs - and could get things done in minimal time when I needed that assistance.
However, over the past three years, and especially over the past six months, I can honestly say that the quality of products has really diminished. The support has gotten to the point that a Google search is much more effective…..and that doesn’t cost the extra money customers are expected to pay if they want that tech support that Dell has bragged about for years.
My business relies on the work of these big companies and if they can’t hold up their end of a business relationship - then my business suffers. As the person sitting in a customer’s home, trying to get a system working correctly, I’m the one that those people look at for the good, the bad and the ugly.
Because Dell’s quality and support has gotten so bad, I’ve had to make a business decision to go elsewhere for the hardware / systems that I recommend and purchase for my customers. This decision no longer includes Dell in my efforts. I simply cannot afford “playing around” with a company who no longer values customer service…..who no longer values quality of product.
In my business, I purchased fewer systems for my customers last year than I have since 1994. The main reason is that after I set up a system for a customer, I’m returning more often to fix problems in hardware failures, incompatibility, waiting on the phone for some foreigner to read some pages out of a manual. I take my chances that the problem will be resolved by these people.
So, my business decision has taken me to the world of Apple computers. It took a little research, study and practice to get to a point where I could intelligently recommend and support these systems to customers.
The positive thing is that I’ve had some very good success in 2007. While I may not achieve sales results that I once did with the Dell computers - at least for a couple of years - I believe I’ve made the right decision.
I will no longer buy a computer system from Dell, and will wean myself away from previous customers by referring them to another guy in my area who does what I do. He is more into the HP side of PC’s - to each his own - but he also knows that staying away from Dell is a smart move.
I don’t recommend Dell to the people I meet with and to those of you reading this post - I would not recommend Dell to you…..
……unless…….
you really know what you are doing with computers, don’t mind spending a lot of time “futzing around” with your new system, and can either speak fluently with people from India or have a lot of time to spend in your life trying to deal with such individuals.
Goo luck and thanks to those who have allowed me to post - doing a little “venting” in the process.
By the way Dell - if you are reading this - I ordered 11 new Apple systems today for customers I’ve recently met with. Its only a matter of time and more people will be switching over to other systems - many to Apple. While you and other corporate giants, like Microsoft, have enjoyed your day in the sun - your financial picture has got to show that things are not looking as positive for you as you enjoyed so short a time ago. You really have yourselves to blame - you took advantage of the customers who made you into that corporate giant - now driving away many of us by extremely poor business decisions.
Thanks so much for the comment, GH. I feel exactly the same as you. I really was a huge and vocal fan of Dell for a long time, but no more. They really gave us the shaft. I would rather throw my laptop away and go buy a new one than have to deal with that again - and after paying 500 or so bucks for the super service contract. Pffft. Not again in this lifetime.
well i have worked with dell computers its one of the best, yup americans r so bum that if u ask them to click on my computer, wat do get back how can i click on ur computer gosh train US people to use computer
Huh?
And there you have it!
An illiterate boasting of a computer and company that is obviously lacking in many things.
I’ve worked with computers for a lot of years and while I don’t claim to “know it all”….I do have a college degree and several computer related certifications and licenses to back my credentials.
I know this may not be as valuable as an illiterate who is probably nothing more than a hacker - one who solves problems by reformatting the hard drive and starting over (GET A LIFE!!).
Since the problems I’ve had with Dell, I’ve switched to several other companies - Apple and Sony being the top two.
I’ve had very good success with both these companies, the products they sell and their tech support. The folks at Apple even speak English and can articulate well….what a concept.
Who knows if I’ll have problems with them in the future, but I can at least brag that they are far and above Dell. At this point in time, I will NEVER purchase from Dell again - whether personally or in my business. My profession, business, and reputation mean a lot more to my customers (and me) than to rely on such an inferior company as Dell has become.
Ha - thanks GH for coming to my defense, and thanks for the recommendations as well. So far so good over here with our 2 Dell laptops, but when the next one goes, we will probably look into Sony. Although, the whole world seems to be preaching Mac now. *sigh*
I am in Dell Hell as we write…. The Dell Tech just left my house. My computer still not working correctly after her replaced the motherboard. The tech told me then to call Dell and let them know he changed it and did not fix the problem, hey I’ve got an idea you jackass, how bout YOU call Dell and tell them you cant fix my computer because you are an idiot!
Oh my god I feel better! Now I am off to call Dell! WIsh me luck and look for a new post in about 3 years when I get this resolved.
This is my 7th or 8th unresolved issue with Dell! However they do not seem to have any problem emailing me every other day to tell me all the great things they have to offer!
Good luck to you Peyton - I have to say, the technicians we have had have been fine - but their hands are tied because of they way that Dell makes them work. They know what needs to be fixed most of the time, but we are the poor suckers that have to call and attempt to get them to send the work order. Ugh. I hope you get things solved soon.
wow now that was a great story very interesting and now making me worried a bit ..i just got myself a 1505 core 2 duo and i hope everything goes fine with it ..ive read nothing but good things about them the only bad things that the glare sux on them and they might be a bit heavy and that doesnt seem bad to me at all but i hope everything does go fine with it …i have a friend who just got a new hp and it crashed the first day he got it now he has to return it and wait till it come back fixed …well im hoping for the best …but great story
Hi lazyslacker - It’s all about customer service, and as a company grows, their service usually is the thing that falters. I hope you have no problems with your computer and don’t need to deal with them.
Thanks for the comment!
Well, it appears consumers are making their choices known:
http://www.techspot.com/news/23261-hp-surpasses-dell-in-3q-shipments.html
I’ve also heard that the high & mighty Michael Dell has come out of retirement, returned to his former company and plans to turn things around. Time will tell, and in my opinion, this will be a rather hefty undertaking. Dell’s reputation has really gone down the drain these past couple of years.
I continue to sell Sony, HP and Apple computers in my business….staying completely away from Dell.
Thought I’d pass along the link in case anyone was interested.
Gil
Thanks for the info GH - very interesting. I just bought a new laptop a few weeks ago - went with HP, and I love it. Of course, I loved Dell too, until I had issues that the customer service was so horrid with resolving.
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. For me, it’s not the merchandise; I have loved all 3 of my Dell computers and also my Dell television; 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. With the lawsuit from the NY AG, I’m hoping even more will be uncovered to explain the plunge in customer relations in the past couple of years. Michael Dell ‘better’ come out of retirement; he’s also listed on MSNBC site as one of the 5 worst CEO’s in America. How far the mighty do tumble when they get greedy and careless.
I bought the Dell Inspiron E1505 about two years ago. Like so many of the others who bought this laptop, my 85Wh battery died just after the one year mark. The problem starts when the battery light begins flashing. The battery has a usuage button on it which indicated that the battery was fully charged, however, every time I put the battery in the laptop, the light starts to flash again. I found dozens of blogs and tech sites where Dell users have voiced the same issues with this computer. (Enter, “Problem with Dell Inspiron E1505 Battery” into your browsere) All Dell will offer as a solution is to buy a new battery. It costs about $169. to buy a new one from Dell. I’ve written messages to Dell Customer Service and even to Michael Dell himself about this problem and got nowhere. The overall performance of this laptop was marginal at best, despite what anyone else thinks of it. My older Inspiron 1100 is a much better laptop and has never had any issues with it’s battery. I was enticed to buy the more expensive battery when I got the E1505 because it was said to last longer. Obviously, that is not true. Dell Customer Service will not take ownership of the problem that I am many others have had with this laptop. I’ve bought five computers from Dell in the past seven years or so. The E1505 was the latest addition. My older Dell computers all work much better than the E1505. Personally, it is a useless piece of junk to me, if I cannot use it as a portable computer. Instead, it remains landlocked to a wall outlet if I want to use it. I’m certainly not going to pay Dell $169. every year for a new battery. I either want my money back or a replacement for the computer, both of which I know I will never receive. I used to be a big Dell supporter, but not any longer. Dell sucks! My next system will come from HP. I won’t buy anymore Dell products and I’d suggest anyone else to reconsider buying a Dell computer unless you also want a headache, and you enjoy being ignored by Dell when you have a problem with their products. Dell may have been a great company once upon a time, but no longer.
Did you folks know that Dell doesnt even manufacture their laptops? They buy them from Sony, Panasonic, and the likes, put their emblem on it and sell it as theirs… Their “engineering” is very weak. They tried to edge EMC out and tried to engineer their own storage solution PV660f)a few years ago and they fell flat on their face and went back to EMC. Tech support was inundated with calls on the PV660f for a long time. It was notorious like several other oopsy’s they have been responsible for over the years… I personally own a HP laptop and have been very happy with it.
hi if anyone reads this i was on call with a tech support guy in bombay india the guy was extremely tech geek and after troubleshooting with him for 30 mins the issue was resolved it was really good experience ,then he recommended me to buy some memory upgrade i said i would buy it from a local store the tech was bit sad and from his tone i was getting the feeling that dell has now degraded to such an extent that they re making the tech support guy sell dell products….i brought the memories the tech was escalated it is a shame that dell is doing such things with some underpaid tech to sell their products …i am going to write about this to the senate trade committee and the house committee onforeign trade on how dell is using poor support guys to sell their products,i got a detailed email fromthe tech describing what they are made to do an support calls to sell goods and the target they need to meet
Dell is not a place to work nor buy a system. Recently no longer there I can tell you till Michael Dell has the board of directors voted against July 17 this year, next month in Austin (look at your proxy if you own stock vote against the re-election of the entire board). There are 45 pages about the directors and what they get and only a couple about income and look what Dell use to be about. Money makes it hard to remember your original business model. As a shareholder (concerned) they can not they get their market shares back until they remember who they are. My father once told me if we had to pay a bit more to keep Americans employed we would, he was speaking about gasoline. If our Congress and State Representatives do not wake up and quickly we will have no jobs. Take a good look at the England’s economics.
We even working there have horror stories about our repairs. Maybe you can ask for the phone number to China to get real tech support, the real manufacturer of their systems. You see it is to expensive to keep Americans working they have sold out and pay the executives too much to take care of customer issues.
My father friend had a personal laptop needing help, he placed his speaker phone on and went to bed. About 5 1/2 hours later someone with an accent so thick answered the phone, and still could not help him. But if he had had a business system he would of received tech support (not necessary in Texas) however but been helped.
They have so missed the big picture- CUSTOMER SERVICE is what made them great. Working hard to design their own systems, rather than just being an assemble company does not fit the business model they started. Business models change but one fact remains CUSTOMER SERVICE makes or breaks a company. VOTE AGAINT DELL BOARD OF DIRECTORS THIS YEAR PROXY VOTE SEND A MESSAGE LOUD AND CLEAR THE UPPER MANAGEMENT ARE NOT FIT TO UNDERSTAND THE COMPANY!
PS about Dell - We bought APPLE happy with system and technicians and support. Have a HP laptop they are known for power supply connection breaking.
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I ordered a Dell Inspiron 1521 on 8/5, and the delivery date was 8/20. Since then, my order has been delayed 4 times. I have called customer service each time. Answers vary from, “we don’t know anything you don’t know” to “it’s still in production” to “you should understand that a company like ours has no control over when an product gets made.” I was refused “escalation” to a supervisor 3x, with excuses like “he/she is not here” or I was simply hung up on. When I finally got through to 1 manager, he also told me he didn’t know when production would be completed and without listening to me further, hung up as well.
See my blog for all the details:
http://dell-inspiron-1521-laptop.blogspot.com/
Personally i have 2 Imac’s in my house and I was going to buy 2 dell notebooks for my wife and myself for toting around as the price of 2 mac books is astronomical…but i may have to just wait and buy the MAcs later and stay away from dell..thanks..
i wont be buying a dell… no way…. no how