Update September 2006: If you’re having a problem with a Dell product and haven’t been able to get satisfactory service, Dell has established a special group to help you. See my follow-up post, Dell rolls out Cluefulness 2.0, for more details. Comments are closed here.
CNET News interviewed Dell CEO Kevin Rollins:
How’s Dell doing on customer service these days?
Customer service has been a challenge, but I think if you watch the scores now, we have hit the trough, and that’s now coming back up. The whole company is focused on the customer experience, first and foremost. So we think we’ve got that one now under control.
Memo to Kevin: No, your customer service problems are not under control. Not even close. Do you have anyone at your company reading blogs like this one? I didn’t think so.
Ed Bott 
This a letter that I wrote to the customer service department at Dell
December 8, 2004
To Whom It May Concern
I am going to tell you of the horrible experiences that I have incurred with Dell Computer Corporation. I will tell you how Dell intentionally lied to me and has finally took my computer as well as my money.
In April of 2003 my husband sold his vacation pay so that he could purchase what he thought was a great product from Dell. We ordered the Dimension 8300 computer with all of the bells and whistles. We received it on or about May 2, 2003. That was the beginning of all of the problems. We had problems with it from the very beginning. On or about June 6 Dell replaced the computer with another Dimension 8300. Not to long later we began having problems it that one. Dell replaced the sound system, speakers, then the lan card, and finally the mother board. It worked for a short time then it began giving problems. I spent days on hold trying to correct the problems with this computer. The service technicians could hardly speak English let alone repair a complicated piece of equipment such as the Dimension 8300. Finally, after months of begging them to do something they decided to have me send the computer back to them at Dells expense and they would give me my money back.
On 9 November 20040, UPS came and picked up the boxes (2). Dell had called them and told UPS where to ship the boxes. One box was sent to Round Rock Texas and the other was sent to Grove City OH. The Tracking numbers are for the system (1Z 6AE 426 26 4348 1114) and the monitor (1z 6AE 426 26 4595 9720). These were signed for on 12 Nov and 15 Nov. The employee handling my claim said that I would receive a check within three days of Dell receiving the boxes. This did not happen. I have talked to many of the so called Manager of Dell (Joe Carter ID # 436125, Elizabeth Derbez #66367, Dave Thompson, Bryan Samuel, 3452362, Joanna, # 86792, others named Ricky, Ron, Ash, Stella, Betty, etc) None of these people know what they are doing because each tells you it is going to take 3, 5, 15, or 30 days to expedite. I dont even think they know what expedite means.
On 26 Nov 04 Joe Carter called me at my home and said that I would be receiving credit on my credit card for the total amount of the computer ($2227.11) my the first of the following week what would have been somewhere around the end of November. Again, this did not happen.
Each of the employees informed me that the other employees were wrong and that they were right and to believe them they were going to help me. That was just bull, no one has tried to help me. I have called so many times trying to get help to no avail. On Friday 03 December 2004 I spent 3 hours on the phone trying to get someone to help me get my money back but this did not happen. On 6 December 04, I talked to Bryan Samuel and he informed me that my claim had been rejected. I asked him what that meant and he could not tell me. What is Dell thinking? These people are supposed to be there to help Dell customers. They know nothing. Most of them can hardly speak English. Is this good customer service? Cant a company the size of Dell do better by its customers? What is this world coming to?
I was told yesterday that Dell had credited my credit card in the amount of $104.00. According to Dells representative it was for the monitor. Why not all of the amount owed me? At one time during this whole mess the monitor was missing and they were holding me responsible because they could not find it. How can that be, I dont work in their warehouse and according to the tracking slip I have the monitor was signed for by one of Dells employees in Grove City, Ohio.
I have tried numerous time to call Joe Carter at his extension (4750) to see what the problem is since he was the only one that has called me back when they all said they would check things out and call me back. What a bunch of liars they all are. Mr. Carter is never, never where he can be reached. Has he been fired? I sure hope so or is he avoiding taking my calls because I have left many messages on his voice mail.
Dells TV ads say they will get back to you in 12 hours but that to is a joke. I become sick at my stomach each time I see Dells adds on TV with the American answering the telephone. That is just not true. I dont believe I have ever spoken to an American at Dell. I am not prejudice against any race but it just seems to me with the economy the way it is, Dell might hire a few English speaking American to work their business.
I have tried telling the so-called managers that I would hire a lawyer to help me get my money but let be real here. Who can afford to take on a company as large as Dell? I certainly cannot. I am a retired woman of 59 years old. I am raising my granddaughter who is 16 and is an excellent student. She need a computer to do her homework and believe me she has plenty of that. I cannot afford to go out and buy another computer and lose the money I have already paid for the Dimension 8300.
I know that there has to be an honest person working for Dell that will go out on a limb to help me, I just have to find him or her. I have also sent emails to Anna Simpson but she has not answered me either. I know that it is a busy season with Christmas and all but please cant someone help me or give me and name and telephone number of someone who can help me get my money back. I have waited long enough. As far as I am concerned when UPS picked up the boxes for Dell, then Dell was in possession of my computer system. That was on 9 November 2004. Tomorrow is 9 December 2004. It has now been a month and I dont have either my computer or my money. What is wrong with this picture? Are the people that work for Dell all crooks or are they trained by Dell to take advantage of people?
My husband sold his vacation back to his employer in order to pay the credit card company for my computer. He now does not have his vacation time, money or computer. When we purchased this computer we thought we were buying the best because of Dells reputation of good customer service. What happened? Does Dells stockholders know that the business is being run this way? I am not the only unhappy customer I know. Are the Managers who by the way are in the Philippines or some other foreign country, singling out women to cheat and lie to?
I look forward to hearing from anyone that can help me.
My Case No. is: 085-309-041
My name is: Mahaley P. Lyons
25 Lyons Rd
Warrenton, GA 30828
Phone No. 706-465-2835
Email wdlynds@yahoo.com or warrenco@aol.com
I have had a problem with dell for the last 4 weeks. Everyone blames everone else and they all lie. I have been told that my replacement parts have been shipped 3 times. They are still backordered. Shame on Michael Dell> his company stinks..They All Lie
If they would tell the truth and not set up appointments to repair my computer and not show up, I could understand.
Dont purchase dell and dont take out additional insurance.
There is no number to complain to, every service rep. I have spoken to is in India. Maybe we cant hold Dell to their word if they are lying from other countries.
Think twice gateway sounds so good.
I can only smile as I realize that I am not the only one who has been abused as a consumer by DELL. I too have had nothing but crummy service and equipment since I purcahsed an 8300 unit with all the bells and whistles including a fax/copier/pritner. This is my 3rd unit since May of 05.
Each time I call in I can never actually speak to the rep Jeffrey Scully who is a customer service supervisor. He has actually admitted to never recording the number I leave for him to contact me at 24×7 even though I have called on average 1x per day for the last eight weeks!
I too have called the corporate complaint line only to never hear from anyone. My next step is to wrtie a certified letter to Kevin Rollins with copies of the emails that his fine staff has sent in response to my calls.
And yes, after 8 weeks I still do not have a computer with the programs originally ordered almost 1 year ago……..
I have been searching the internet to find Keven Rollins e-mail address so I can relay our ongoing unpleasant experience with his company. I am totally dismayed how Dell can make the claim to offer a great product and service when you can seldom speak to the same person twice, so you have to go over your whole story 100 times,..then there is the language problem….you can hardly understand some of the people at tech-support and you are frustrated enough after sitting on hold forever. Maybe they should consider hiring Americans, instead of “out-sourcing” to India or where-ever! When we ordered our new computer, my husband called Dell and explained in detail what we needed our new computer to do. There were problems from the day it arrived. The computer tech that built our computer said he did not have the video card that we needed,(this was after he had shipped the computer & we received it. I wonder why he just didn’t call and say I can’t build your computer. I don’t have all the parts!!),so he sent us out on a wild goose chase to locate this video card. I kept thinking, why are we doing all this running around. Isn’t that why we had Dell build the computer in the first place? If Dell can’t get the video card, what makes this kid think we’ll be able to find one!?!Did I mention my husband is quad. and loading and unloading 5 or 6 times is no fun! Any way, we could not find this video card anywhere, and the computer could not run the monitors that we needed for our stock trading class. We spent days/weeks try to get the computer to do what it was supposed to do, we missed the class we were going to take, spent alot of money in gas and time chasing parts that Dell should have supplied…..then they didn’t want to take the computer back!!! We have disputed the charge on our American Express and when they talked to Dell, no one had no clue what they were talking about. Wouldn’t it be better for someone at Dell to take it upon themselves to solve these customer service problems rather than just take our money and hope that we’ll go away!? There are other computer shops to deal with locally. We’ve learned our lesson with Dell, but we can not afford to give them our money. I will keep complaining and writing letters until someone listens. Jeff & Debra Burling
Dell is no longer the same company it was just four years ago in 2001. Customer Service is a joke.
I ordered a setup and cancelled it simply because they couldn’t ship it through USPS. What kind of flexibility is that they they are locked into UPS or similar carrier? And after two hours on the phone with 5 people and 20 min. wait times, with people from India who don’t know what UPS is, well, you want to ask this company for a refund on your own wasted TIME with them.
I wrote numerous emails when I bought my dell x50v pocket pda.ing I bought it 12 dec 04. All I want is to get my email to work on my pocket pda. As of 22 Apr 05, nothing from Dell. I asked if I could return it, more red tape. I will never buy any dell products again. HP has a superior customer service. I regret I lost 600 dollars on dell product. As a law enforcement officer, I do not time to spend months on emails.
Officer Mitchell
I am trying to contact Kevin G. Rollins, CEO of Dell Corporation. It has been nearly a month since I first contacted your representatives about the problems with my Dell Inspiron 5100. I have spend many hours on the phone – first waiting more than 30 minutes for someone to answer, then juggling a phone in one hand and a screwdriver in the other, to remove the back of the computer in several attempts to find out what the problem was.
The in home service that I paid for when I purchased the computer was not even offered – and when I mentioned it, I was told we had to do this testing first.
I spoke with an arrogant mananger named “Garon” who promised to call to set up an appointment, and never did. I have received e-mails from various representatives who appear to have mixed solutions and ignore information in e-mails sent to them, repeatedly asking for the account number, etc. I have never had such unprofessional service.
I mailed my computer back on Friday, May 6, 2005, after extreme exasberation. I even paid for someone to install a motherboard that was sent to me, which completely shut down the computer.
I work in a program that could not allow for a customer service representative to come between 7 am and 7pm, I was never offered in home service on the weekend – just a string of e-mails from different people – an arrogant manager, and reps who expected me to be a technician.
I hope I receive a positive response to this message since I feel abused, ignored, and foolish in continuing to achieve a solution.
I am writing to you on an old Compaq computer. I had to have this repaired once. It was taken care of within a week.
I hope this gets to Kevin G. Rollins, CEO of Dell.
Florence Gross
60 minutes would just love to have this about our wonderful american company who does not give a rats behind about the customer and they do not .I have a 5100 and guess what the mother board is out and they want 399.oo and I change myself.I feel anyone one who has a complaint on Dell should go to there states attorny and complain about dells unfair busniss practice and start a law suit against the company.
I too have been trying to figure out how to contact Kevin Rollins or anyone at Dell who at least cares and speaks clear English and can actually do something with a problem besides transfer me to another department!! I also thought about contacting the TV news shows. This is an outrage. I would not buy another Dell product based on the service I have received. I pity the Dell stockholders if this problem isn’t cared for. Tech support in India, who’s idiotic idea was THAT?!!
Yesterday I spent a coupla hours on the telephone with Dell Techs only to find out they wouldn’t help me as my problem was a sofware problem they said. Well the software was on the computer when I bought it. Anyway the one guy I talked to transferred me to another person and that person said my problem was someone had gotten into my computer and I needed to purchase spyware before this person could help me. A year of spyware protection would cost me $189.00 but an instant fix which this guy could do was only $79.00. He informed me that the only way to fix my problem would be to purchase the spyware from him and that taking my computer into a repair shop would cost me alot more. My problem was I could not get on the internet and I had already talked to my internet provider and was told that the problem was probably the video card. And the guy from Dell who was trying to sell me spyware said that someone had gotten into my computer through my web surfing and this was preventing me from getting on the internet. So I remembered that when I got my computer there was more than one internet option so I went ahead and signed up for another internet provider just to see if this was a spyware problem. The new internet connection worked like a charm so there goes the theory of my having to pay $$$ for spyware.
When I bought this computer why wasn’t I told that the warranty is only for hardware problems and not the software that comes with it.
I will never forget that the Dell people tried to sell me something I didn’t even need to solve my problem.
my case #106901503 Date July 21,2005
I too have gotten the run around from Dell customer service. It is an absolute disaster. My Dell DJ mp3 player shut down during a firmware upgrade on their website and it is now unusable. The customer support experience I went through was eerily similar to those mentioned (buck passing, language barrier, etc.)
I will never purchase another Dell product again. Apparently if your warranty is expired you are basically stuck with whatever you bought even if it doesn’t work. My player is less than 2 years old and it will not work again. It’s no accident that you cannot find the CEO’s email on the internet.
My story is just like the above. One bad computer, then a bad “refurbished” one, all for the price of a new comptuer. Gee. How about a valid mailing address for Kevin Rollins, I will send him a certified letter?
Robert
Welcome to Dell Chat. Please wait for an available agent. You will be notified when your chat is accepted by an agent.
{Lance Beaster 9:36:11 AM} I Made A Purchase Last Nite !!!
order # 521706962
I am paralyzed in a wheelchair & Cannot Install it.
The Person Who Sold Me The 512RAM Said Someone Would Come Out To Install It.
She Transfered Me Last Night To Set Up The Install @ Tech Support. They Said They Couldn’t Help Me. So After Being Bounced Around For an hour and 45 minutes the customer care center was closed.
Needless to say I Was Really MAD !!!!!!
Now I Called This Morning & I’m On The Phone As I Type & it’s been over an hour 10 minutes again getting bounced around.
When Every Time I Was Transfered I Had To Repeat My Story To: (Hapu On The Simpsons It Seemed Like)
I Have The Best Warranty That You Sell. I Understand I Upgraded to get more Ram !
But What If I Had A Bad Ram you Would Someone Out To Help ?
I’m Paralyzed & I Just Need Help ! I’m Not Able To Do Itt Myself Please Help !!!
Give Me A Manager Or Someone Higher Up For Help If You Can’t.
Well After Getting a manager on the line, Once Again I Had To Repeat My Whole Story To Him.
Check This Out ! This Is What He Says. Sir When Your Ram Comes To Your House I Can Walk You Through It To Install It !
I’m Thinking To Myself ?
( HELLO !!! I’m Paralyzed You “JERK” I Cannot Do It My Self Do You Want Me To Wiggle My Nose Like BEwithed To Instal It !!! )
And This Guy Is A Manager !!!
I Was Going To Buy A Laptop Last NIght, But After The Problems I Had I Really Don’t Know If I Should Do Any More Business With Dell.
I Have Been A Very Good Customer I Have Never Missed Or Been Late On A Payment.
Well After Getting Run Around Again This Morning 8-10-05 !!! I Told Them To Cancle My Order & I Will Do No More Business With Dell.
He Said It’s To Late It Was Shipped. I Ordered It Last Night At 7:58pm central time ! And Called This Morning At 7:45 am on 8-10-05. & It’s Shipped Already. They Should Be That Fast On The Phone Lines For Help !!!!
So Please Help Me Anyone To Get The Email Or Mailing Address Or Phone Number To The CEO !!!
Thank You
Lance Beaster
Email Me If You Can Help Please !!!
Email: Lucky2Balive17@bellsouth.net
Mean while I’m Still On Hold On The Phone !!!
{Lance Beaster 9:38:27 AM} Is Anyone There ? & Noone Ever Answered My Chat Either. What A “JOKE”
The visitor has ended the chat session.
Please
Open Email to Mr Rollins –
You obviously have no clue what your “so called” Customer Service reps are truly incapable of doing – e.g., providing customer service, improving Dell’s image, forwarding you to the proper department, answering the phone within 10 minutes, speak English as a primary language, listen, tell the same story twice, follow through on commitments, and – oh, yeah – did I mention CUSTOMER SERVICE!!! What I have dealt with for the last several weeks should be – and actually is in some states – considered illegal. I have been lied to, redirected, hung up on, transferred to inocuous departments that have no clue as to why they are talking to me, etc. What do I have to do to get Dell to send me the Microsoft Windows XP Professional CD that was erroneously omitted from my order? Is that too much to ask? I have 30 years experience in the systems/software industry – if you need some help figuring out how to improve your process flow, sales, or customer service software, just give me a yell. Experience and a will to produce will solve your problems and maybe even keep you from destroying the formerly well respected Dell Computer Company name. I’m sure that Michael Dell would appreciate it too! In my world, a leader is repsponsible for everything his people do or fail to do.
Mr Rollins, the ball is in your court.
Respectfully,
Jim Kinne
Never have I seen such pathetic customer service, these guys are totally clueless, we are now going to ditch every dell machine in our company.
The laptop’s are nothing but junk, we have a ton of the 5150’s and they are the most unreliable laptops I have seen in all my years in the business.
We purchased the onsite help, what a joke that is, it takes them longer to come out then to send the thing back to Dell.
It is impossible to complain to Dell and if you send a formal letter, it never comes back. It is enevitable that this company will suffer in the long term as you cannot sustain a business with junk products and disgraceful customer service.
Never again will I or anyone in my company spend 1 cent on Dell products. I only hope that someone from this board can send this and all the other complaints to the Dell CEO.
Dell Hell!
I’ve spent almost 2 days on the phone or on hold tyring to get the 4th major component of my Dell Inspiron 9100. Since May 2005, I’ve already had to replace the Fan Module,
the Hard Drive, the D-Drive & now I’m waiting & waiting on a replacement MotherBoard & Processor. This is all in 4 mths. & it’s seems to be taking that long to get the service tech. I’ve been to Idia, Srilanka, Peru, & once or twice in the U.S. and still have had nothing but excuses, B.S., putoffs, & scripted responses. It seems that Dell is totally out of control & we are the ones suffering. I have a 150 seat restaurant & 50 employees & have lots of work to do, but I’m on hold waiting for Dell to respond. Help!
It seems the only logical thing for Dell to do is to send me a completely new replacement for my 9100. I used to brag about Dell & tell all of my customers & friends to buy Dell. But, unless something happens soon, I may have a different recommendation to them all.
Thank you & if anyone can tell me how to reach CEO Kevin Rollins, please email me his contact info. I bet he’d love to read all of these emails.
Take care
Jerry
I am a former employee. I worked with the company for a number of years traveling around the country working on Enterprise products. I’m sure all of you have a genuine complaints. If anyone is interested in learning how to troubleshoot your own personal system or how about this, MAKE one by purchasing parts from your local computer store(s)…
This is NOT a solicitation I am NOT selling anything.
Please do not ask for advice on dealing with current customer issues with the company, contacting individuals at the company etc. I am no longer employed with the company, so I dont represent them in any way.
Making a computer is fun & easy. The best thing is, when something goes wrong you will know exactly where to look and identify the problem within a few minutes!
Here’s my e-mail: jonvince00@hotmail.com
Our daughter has a 5150, now about two years old, on a four-year warranty, for whatever good that may be. She’s in Paris for a semester right now and her laptop just won’t power up. The battery won’t charge, nothing. Maybe this is a really easy fix. We could get through to Dell one time, and got advice to try one thing. No result. We DO NOT HAVE TIME to spend hours on hold and trying to understand all the ways Dell can make this impossible to deal with. If she tries buying a new power cord in Europe, will her whole warranty be voided? What the heck is a person supposed to do? And maybe we should just forget the whole warranty, anyway, since Dell makes it so hard. Grrr. I would love to send a real letter to the CEO, but how?
This is my horror Story.
My case # are:110329131,109995041,107737974:
Please keep in mind that i have many more case number than this. I
basically purchased a p.c from dell on 6/26/05.
First i received the items on two different dates. Please keep in mind
that my 21 days or 45 days started from the order was placed. I know i
have a grace period or window of 45 days at a later date i found out it
was 21days. How can your grace period of returning an item starts when
they finalized an order. I did not have the item in my hands. Once i
received the package i did not receive an invoice. I notice on the pc
that my computer was made in Malaysia. I did not receive an invoice or any
policy of what the company rules are. Immediately i called the company
because i was not sure if i had a 600.00pc or a 1500.00 pc that i
ordered. I upgrade significant amount of things in the p.c. There is no way
that i knew what i ordered was installed in the p.c. I called and a rep
assisted me. I told him that i did not receive an invoice and need one.
He said miss white one should have been sent with the laptop. I said
Sir, i didnot receive one. He stated that he would send me one in the
mail. Please keep in mind that i was still within the window. Any way i
never received an invoice until this day which is 9/15/2005. I placed an
additional order. I orderd a hard cover for the p.c, plastic for the
key boards and they had no problem taking my money. The other issue that
i have is that, when you call as a customer if you are not placing an
order the service is terrible.I only receive good service when i was
placing an order. But once you start having issues i am always rolled over
from one rep to another. The customers that told their story in the
link had the same problem. The customer service is awful. I did not have
any issues when i purchased my pc from gateway. Once a rep places you on
hold i guarantee you that either the phone will be hanged up, i get
another recording, or another rep answers the phone. Dell is making too
much money and the customer service is so awful. They have their p.c
manufactured overseas for cheap labor and dell keeps all the mponey in
their pocket. I know Michael Dell is not aware o!
f what is going on. I hope consumer affairs can contact him because
this is rediculous. My next step is to take this to the media.
What broke the camel\’s back was when i called for technical help
center regarding my p.c they told me that i had to pay 100.00 for a one time
assistance over the phone. Basically i wanted to save some information
on my disc. since technology has changed they no longer makes laptops
with 3 1/4 disc. So i was unable to save the info. on the mini disc. I
called dell for assistant,i didnot even have the p.c for a month and
they wanted me to pay 100.00. I refused. i stated to the rep that i have
an extented warrantee and a limited warrantee. He told me that is only
for the hard ware. I need to pay 100.00 because i have a software issue.
I did not have a software issue and even if i did which i didn\’t i
have a limited warrantee and an extended warrantee.
It was hell to return the p.c. Finally, i spoke with a rep who seems to
have common sense, so he told me in order to accept the p.c i would
have to pay 15% depreciation fee. Even though i didn\’t want to i agreed
to pay the 15% deductible. I also had to return the p.c to dell out of
my pocket which cost me 50.43. Please keep in mind that i still did not
receive a policy.
The rep. told me that the deductible charge would be 200.86.
Please keep in mind that all of this is documentated in their system.
My P.c came to 1600.00.
He told me that i would be credited in full except for 200.86.
Now today 9/15/2005 they only credited me 858.00 for the laptop and
199.00 for the printer.This is a total of 1057.
Please keep in mind that my p.c cost 1600.00
So, 1600-1057=543. Dell wants me to pay 543.00 in which i agreed to pay
200.86. Now in addition to my 200.86 plus 50.43 for ups that i lost,
dell wants to charge me an extra 342.14
for a limited warrantee. I never heard of customers paying 342.14 for a
limited warrantee that is suppose to be free. Why would i pay 342.00
for a limited warrantee when the extended warrantee cost me 50.00
I spoke with numerous rep. and Dell is robbing many people. This is not
fair to us as consumers.
I am not eating 342.00 plus 200.86 this is rediculous this is not what
i agreed to pay. First of all since i was miss lead from beginning and
i never received an invoice i shouldnot pay a dime. Please keep in mind
that it is noted in their system that my situation is a special
situation, but no one is willing to credit my account the 341.00. Cosumer
affairs i am screaming for help. Many customers tried to write Kevin
Rollins the CEO and we are unable to locate a correct address. I know a
company has large as dell should have a corporate address listed. In the
link about you will see that i am not the only one that cannot find a
correct address. A company as large as Dell as to be registered with you,so
i know you must havethe phone number and address.
I never signed any agreement regarding being charged for a warrantee.
It seems that dell charges customer 341.00 to customers account for
limited warrantee without them being aware of it. This is high way robbery.
This is fraud.
I know that limited warrantee is free. Now the rep is telling me that
they credited me 50.00 for my extented warrantee but i have to pay
341.00 for a limited warrantee. PLEASE KEEP IN MIND I NEVER RECEIVED A
POLICY. Why should i has a consumer be penalized for there error. This is
rediculous.
I am not eating 341.00. I want to pay what i agreed to 200.86. Not
341.00 for a limited warrantee that is suppose to be free.
Now i receive a bill for 500.00
keep in mind that they received the additional items that i ordered, yet they are still charging me for the items.
This is crap.
Dell is a crook.
Another story of incompetance at Dell.
I’ll keep this brief. Dell lost my computer 2 weeks ago when they mailed it to the incorrect address. I have spent the past 6 days trying to get a replacement sent to me ASAP as I depend on the computer for my work and Dell is basically refusing to do anything. I have been lied to repeatedly, hung-up on, and sent on endless goose-chases. I have NEVER received such inexcusable customer service in my life. I tried to find a contact number or e-mail address for Kevin Rollins but have been unable to do so. If anyone has this info please post it. I am considering taking legal action against them. Think twice before buying a Dell.
My Computer (Inspiron 5150) stopped working in May. I contacted Dell and was told it was a power issue and that it would be repaired. I tech came to my house and replaced the motherboard. Everything worked until about a week after my warrenty expired, when the computer didn’t power on correctly. My highly knowlegable friend told me that it was a CMOS battery problem. I had it fixed, it wrked fine for a while, and two months later I seem to be having the same problem I had in the first place (my computer won’t power up, lights on LED flash on momentarily). Motherboard is expensive. Can anyone tell me how to contact Dell CEO? I would like to compain to him in hopes of getting a free repair. Please e-mail to joelemonade92586@yahoo.com … THANKS!
Seems Dells highly vaunted costomer service continues to head down the tubes. I, too, am writing the CEO. Not as vital a complaint as most on the site but equally aggravating.
First, I purchaed a Dell 962 computer/printer/fax/etc. The first one was faulty. The second one was faulty. The third works fine although I had become “backed-up” with projects awaiting my attention. Then I ordered a couple of photo color cartridges. Their photo printing quality was not as good as the regular Dell color Catridges. Because of some medical problems I failed to meet their 21 day return dealine, however, having purchased their computer and printer I suggested to their “tech rep” that they make allowances for my tardiness. After several emails, one did and promised to send me replacement cartridges. I emphasized, in at least three emails, that they send regular, not photo, color cartridges. Today I received the much anticipated package. One photo color cartridge. ENOUGH! I will not longer converse with Pakistanis or East Indians whose sole job is to look at an instruction manual and repeat what they read like ventriloquists dummys. I understand that outsourcing can be a valuable tool for American corporations. But they are destructive when they erode the service quality which was vital to the company becoming number one in its field. And I will never purchase another “Dell” product.
Wow. I see I am definately not alone! I ordered a new laptop and desktop from Dell. An employee named Dustin Eacock messed up and now Dell has me listed as a Diane Cundull. Her name, whoever she is, is listed on our account with Dell along with my husbands name. I have contacted them many times, and each empoyee I reach is more stupid than the one before. I received my lap top, but not the rest of my order. I may have to fight to get this womans name off our credit report.
Hi;
I’ve placed an order with dell on July 2nd, 2005. It was about $400. Camera was backordered for over a month. Order was cancelled by dell. Untill now, October 17, 2005 I didn’t get my refund. My credit card was charged. I called many times, I’ve sent numerous emails even chatted online with their customer care. I was promised to get refund within 2-3 days after each call, but it never was returned to me. So basically I never got a product nor refund. This is simply illegal. What can I do about it?????? Anybody can help?
Hello,
With horror I’ve read all the above.
I myself live in the Netherlands and I have a fine working dimension 8300, I’m glad the service in Europe is really good ,when you call you get native language speaking customersupport and problems are fixed next buisnessday
I recon you should all bundle your complaints and and go to some customerhelp tvprogram and get this in the media here in europe that always helps, and youre complaint will finaly been taking serious, because a CEO never will be informed about complaints by his own staff they will try and coverup just to cover themselves.
So try and get media attention a much as possible.
Best of luck to all of you
Greetings Ben
I have just had my own horror with Dell, but I will spare everyone of the details. Just more of the same. I am also in pursuit of a way to complain to the CEO. For everyone who deserves a refund for product never received or returned, and you have paid through your credit card, may I suggest filing a complaint through your credit card. Most credit card companies will file a dispute, and if it is not resolved by Dell, the credit card company will refund your money. Hope this helps someone.
I Just found this information:
Dell Inc.
1-512-338-4400
Location:
One Dell Way
Round Rock, TX 78682
United States
1-512-338-4400 Total Employees:
61400
Industry:
Computer Hardware
Senior Contact:
Kevin Rollins, President, Chief Executive Officer, Director
I am going to attempt a certified letter to Mr. Rollins to this address.
Good luck all.
My experience with customer service was a sad joke. I got someone in a foreign country on a phone that kept cutting in and out. After asking me to plug my cpu into every outlet in the room, he then had me turn it on and off a couple of times. Then he proceded to tell me to “take the cover off.” I proceded to tell him, “HELL NO!” If I had tech skills, I wouldn’t have bothered calling their questionable tech support in the first place. I got my 21 year old son who IS a techie who followed the tech’s instructions and HE also ended up angry with the attitude and ineptitude. They finally sent the part with a technician, who was not pleased that I had been instructed to dismantle my computer. When I got a call from that same country asking how my customer experience was, I told him I wasn’t pleased at all…and why I wasn’t pleased. He got very condescending and told me, “Well, Catherine, if you had broken it worse, the technician would have fixed it for you.” I’m figuring that would have voided the “warranty.” I’m not happy with this at all…and I’m having doubts about the benefits of my “Preferred Account” that will allow me to get a computer immediately with almost 20% interest. I’ve bought at least 4 systems from Dell and paid everything off early…and they’re charging me 20% interest???? I do believe I will start checking out other companies. Obviously it’s “look out for the stockholders” and “screw the customer.”
I too have had issues bought a Dell DJ 30 in early Nov. To date I am waiting on my FOURTH replacement. Dell sends you a free trial to Napster well guess what after a few weeks those songs will no longer play. It took 3 times of chat help for someone to say something about this issue. After going through over 700 songs and deleting a few hindred for not working try to use the recommemed site of Music Match and get a Firmware issue that after 45mins with chat tech support he deemed player faulity and is sending another.
I have a extra dell 5100 media center motherboard thats never been used. If anyone wants it, email me. Brentdouglass007@aol.com
I too have been dealing with the incompetence of the Dell system since August. I have spent almost 100 hours away from my business to try to get my money back. My credit card company has finally given me a refund on my original laptop. I am returning the replacement laptop I was sent as it too is a piece of junk and will try to send it directly to Kevin Rollins at the address given by M Allain above. I’ll let you know what happens.
All l want is to get my Dell desktop computer (Tag #5T5S751) working as it did when I bought it in the summer of 2004. It is a high-end, high-power computer that has not worked for more than several months. Over that period my family has been on more than at least 8 separate phone calls with customer service totaling more than 4 hours at a time, one phone call was 6 hours. It still does not work. We asked to have someone come by the home, but were told that Dell doesn’t do that.
We have an extended warranty for the software we purchased from Dell. Your software people tell us it’s a hardware problem and your hardware people tell us it’s a software problem. On a recent call we tried to purchase an extended warranty for the hardware as well. We were told that we could no longer purchase an extended warranty for the hardware. You should be ashamed of the support Dell has provided.
We are not computer savvy people, but we are bright, college educated people who have spent more than 20 hours on the phone with your customer support people on the other side of the world. We have restored, rebooted and reinstalled. We willingly wiped out all our data stored on the hard drive in hopes of getting a working computer. At one point, we thought we had it working and your staff told us the problem was with our cable internet provider. After taking the day off from work, THEY came out to the house and assured us the computer was the problem.
On subsequent calls we followed instructions and now the computer is partially disassembled. We weren’t called back.
We experienced shameful customer service from Dell. On several occasions we were told that we would get a call back that never came. We called on November 9 … having given up waiting for the call back “in ten minutes” which was promised six days earlier. No doubt your system has documented each call by our “tag # (5T5S751)” Please check your own records detailing the hours upon hours we have been on the phone with your people. As well as the many times we got disconnected from India
Mr. Dell, I would like someone to come to my house and fix my computer or let me ship it to someone to fix. This seems like a reasonable request. I would also like the wasted 20 hours plus back, but I do not know how you could do that. Also, I have two children that will be attending college in the next year that both wanted dell laptop computers. After what’s been going on, I feel you have lost my future business.
I have been waiting for my Dell since 11/11–when I ordered it:
Matt the guy I ordered it from intentionally give me an incorrect extension #.
I explained to him that I would be out of town til 11/22–please hold order til then- My instructions were not followed–the computer was held at the local UPS office in Bradenton Fl. tracking # 1ZE12A964295392827. It has never been received.
After 2 frustrating days of attempting to speak to a human being—on 11/30 Cristabella x7418533 finally verified that I did not receive order—#661986319–claimed that she had reordered it(I have never been able to contact her again–voice mail on this ex. does not have her name and she did not contact me when I left a message) and it would be out on 12/5—after 3 frustrating “interaction” with chat reps–I was told it would not show up on my account becuase it was a replacement.
Today, in trying to track the replacemnt computer–the chat rep–just clicked me off!
Please will someone respond and find the info!
Carmen Pedota .I do not feel comfortable putting my cn# on a public website–this has been an extremly frustrating experience and it is not over yet!
Glad I did my homework before I decided which computer to invest in.
in a nutshell dell sucks.i had a lan card not connecting to net .so i call dell.after 30 mintues of waiting and talking to tech guy(who almost spoke english)he said i needed a new mother board.finding this odd i called again.this time getting a tech woman who also almost spoke english.this time after 30 mintues of try this and try that.she put me on hole then said its the card is not conpatible.now this is strange cause it was working for a month .anyway i took a card from an old computer put it in all works fine.no 150 buck mother board.i think there’s only one tech person out of maybe 100’s that knows what’s what’s.i will never buy dell again.
Hello, I wrote a letter that specifically talks about the 5150. If nothing comes of it, I am going to try and compile a list of people’s names and service tag and complaints (all with the 5150) and either pursue a class action lawsuit or present it to Dell, bringing media attention as well to their complete disregard for an extremely flawed product.
If you are interested, email me at:
ericraum@gmail.com
Thanks,
Eric
I was thinking about ordering a Dell XPS M170, the lt looks capable, but the harddrive should be a little bigger, anyways Email me back about another option if available.
Yes. Thier customer service is the most horrible experience I have ever had. Not only do they make you repeat the same questions no matter whom you speak with. Nobody could provide an answer. I do hope someone from Dell reads this. Maybe they’ll stop outsourcing their service and bring it in house so they can instill values of Customer Service.
If I could suggest one thing… DO NOT BUY DELL
My daughter has a Dell Inspiron 5150. It is having the problem with the power supply system. Dell said it needs a new motherboard. The problem was ocurring before the warranty ended, but Dell didn’t diagnose the problem until the warranty expired. So now they want to charge me to fix it. It sounds like Dell knew they had a problem with the Dell Inspiron 5150. I am going to send a letter to the CEO. Thanks to the person that gave the address. I don’t know why Dell doesn’t just recall the 5150 and fix it. Tech Support is terrible. They have no clue on how to fix your problem. They are hard to understand. You have to keep asking them to repeat what they said. I have spent hours on the phone with Tech Support just to get nowhere. I am really frustrated with Dell. I will never buy another Dell product.
Kevin Rollins doesn’t want you to know his email. he doesn’t care to talk to you or listen.
He hopes that the runaround will discourage you from getting your money’s worth, because then he will make more money.
He doesn’t care about American jobs, or he would not hire a bunch of animatronic Indians to answer his phones.
never, ever, EVER buy Dell. Tell all your friends about Dell BEFORE they learn the hard way liike we all did.
My story in a nutshell: online order of MP3 – 2 day delivery. Oh, BTW, we can’t deliver it for two weeks. Dear recorded message, we have another delay. Here’s an email – yet ANOTHER delay. Phone call today – “Do yoo waant us dho gontinyoo yoor orderr?” ME: “Supervisor, please.” THEM: “My soopervizor sehs dat item is dizcontinyood.”
Translation: Did I want to continue to wait for an item that would never, EVER EVER be delivered?
These people are scum.
Have a nice day. Give ’em hell!!!!
Just called Dell’s corporate offices in Austin, TX, You go to hold, then get a busy signal!!!!
Good luck.
The number there is 512-338-4400
There are good & bad things to say about “Dell’. On a scale of one(1) to ten(10) for overall performace, I would rate it as a five(5). Why, because some of their responses to my many problems were excellent! However, they need to address many items if they want to become a great company. Their approach to adding new capabilities were inovative but not in the best interest of the customer. For example, the ‘restore’feature,in itself, is excellent in concept but not the way it was incorporated. Trial programs should not have been included but I am sure they were to please the ‘vendors’, who wanted some business from these added features. If th CEO’s of Dell read these comments, I will make them an offer that they cannot refuse. Hire me & I will make your company the best in the world. Why, because I will tell you how to structure your produce for the ‘Consumer’ & not for business only. I have many more comments to make about ‘Dell’, which I may state in the future, but I need to get my ‘Dell’ up & running reliably.
There are good & bad things to say about “Dell’. On a scale of one(1) to ten(10) for overall performace, I would rate it as a five(5). Why, because some of their responses to my many problems were excellent! However, they need to address many items if they want to become a great company. Their approach to adding new capabilities were inovative but not in the best interest of the customer. For example, the ‘restore’feature,in itself, is excellent in concept but not the way it was incorporated. Trial programs should not have been included but I am sure they were to please the ‘vendors’, who wanted some business from these added features. If th CEO’s of Dell read these comments, I will make them an offer that they cannot refuse. Hire me & I will make your company the best in the world. Why, because I will tell you how to structure your produce for the ‘Consumer’ & not for business only. I have many more comments to make about ‘Dell’, which I may state in the future, but I need to get my ‘Dell’ up & running reliably.
oh wow,,,, well inspiron notebooks have faulty motherboard designs.. I use to LOVE dell I bought 2 desktop computers from them back in 2002…. they are GREAT computers… I waited a few years.. 2005 about 7 & 10 months ago.. over that period I bought 3 inspiron notebook computers.. the 1200 model and the 1100 which are all the same really.. less than 6 months started having power issues with them.. seemed like one after another till they all 3 were doing the same thing.. intermitant power flashing between battery and plug..
.. the power port design is faulty ..its attached to the motherboard and the only protection and the only thing holding it to the board and from moving is tiny bits of solder!here is my entry from the dell forum:I have 3 inspiron notebooks all under a year old…..let me be the first to tell you I have found out from proffessionals, it’s NOT the motherboard… it is the power port…the motherboard replacement is NOT your only option…..they tell you that it is the motherboard because that’s all they can AND are willing to do is change out the motherboard at your cost..unless ur lucky enough to still be under a warrenty…((but somehow I don’t have the 1 yr warrenty I paid for on all 3.. oh well , another story.))…..because the motherboard is put together by someone other than Dell.. and in a foreign country…The power port has been soldered to the motherboard 5 tiny itty bitty little beads of solder are holding that ac power port to the motherboard.. and that is ALL the support that ac power port has.. nothing but AIR around the tops and sides of that ac power port.. so any tiny bumps or movements will ultimately break and crack the solder leading to the power going off and or bouncing between ac power and battery power.. eventually after the solder is cracking and breaking one or more of the actual pins that connect power to the motherboard from the ac power port WILL break and you will not be able to power up from outlet power and you of course won’t be able to charge your battery… so you are left with these options…
1)pay Dell to replace your Motherboard ,which it has the same ac power plug setup on the motherboard and will eventually do it all again….
2)buy a battery charger and just keep charging your battery.. which I read the batterys only last about 300 uses.. and so to replace one of those is $199.00
3)pay someone to resolder the ac power port…it’s about $100 the places I have seen online.. but eventually once again without any support around this ac power port….but it will happen all over again if they just resolder it…
here is a link for one of them http://fixmymonitor.com/delllaptoprepair.asp
4)this is a neat thing I seen online to elemenate the fragile power port problem if you can find someone to do it… scroll down and look at the pictures http://www.delanoscientific.com/cpq1675.html
5) OR and I think this would be the best.. is if enough people would let it be known to folks who can do somethin….. that there is a major manufature defect with the ac power port on dell notebooks/laptops then maybe Dell will do the right thing and make a recall for these motherboards and correct the fragile unsupported ac power port.. by a ac power port that is suitable enough for a notebook/laptop moveable travelabe non stationary computers
believe me we are not the only ones.. http://broken.typepad.com/b/2004/07/dell_laptop_plu.html and its not just dell laptop/notebooks.. … anyone with this motherboard design…
DELL JUST FIX this mess…. recall!!!!!!
I’m not going to bore you with the details of my Dell experience- typical 5150 motherboard issues and of course, out of warranty, but it seems there are some class actions suits against them, specifically for their notebooks. Check out http://www.lieffcabraser.com/dell-inspiron-2.htm
Good luck!
This is a letter I am sending to as many people as I can, I only hope i will get a reply.
Dell Computer Corporation
Attn: Executive Support Team MS8210
One Bell Way
Round Rock, TX 78682
To Whom It May Concern:
I am writing this letter to inform you of the service I have received from your company. First and foremost I have to tell you it is some of the worst service I have ever received, let me tell you about my experience with Dell.
My Father originally bought me the Dell DJ for Christmas last year; I did not go and visit my family in South Dakota until January that is when I received the Dell DJ. I was so excited until I turned it on and it didn’t work. I decided to wait until I returned to California in order to contact Dell about the problem as to not have to deal with shipping it all over the place. I first contacted the tech support by email and eventually had to call in and they came to the same conclusion that it needed to be replaced. They sent me out a new one and I received it in February and I sent my old one back. Since then it has worked fine, until now. I was home again in December to visit my family over Christmas and right before Christmas I went to turn it on and it said it had a firmware problem. Once again I decided to wait until I returned to California to contact Dell. I first sent off and email and after trying to fix it, the tech support determined the same thing as me that it needed to be replaced. I was told I would be shipped a new one and to expect it soon. But then two days later I received an email saying sorry the warranty is out we recommend you buy a new one, and if you have any questions to call. So call I did, and this is where it gets bad. First I talked three different people in tech support, and the only helpful one was the manager and by that I mean he was the nicest. The second person asked if I had received an email to extend the warranty and I said I had not, his response was “Oh”. The last person I talked to finally said I should talk to customer care and I asked if he would please transfer me and he did.
I had the unfortunate luck of talking to a young man named Shawn in customer care. I started to explain my situation to him and very rudely he informed me that I wasn’t getting a new DJ that the warranty is out and that’s policy. I repeatedly tried to tell him that that was not the issue I was having; it was the way I was being treated by the representatives. I asked very nicely to speak to his supervisor and he snapped back raising his voice that he wasn’t going to do anything for me either no one is going to break policy. I told him I use to work in retail and he wasn’t being very customer service like. He sarcastically said oh what would you do? I said first off I wouldn’t yell at a customer, second it is a good business practice that when an item is exchange that it is written on the receipt, and if a customer came to me with a the product defective again I would look at the date something is exchanged and evaluate the situation from there. For example in my case I have not had the exchanged Dell DJ for one year yet. Technically if I had returned the one that never worked and bought a new one last February, they would tell me it was under warranty then and would gladly exchange it. He then proceeded to tell me how much I cost the company by having the first one replaced. I repeated nicely that I would like to please talk to his supervisor. The line went quiet and about three to five minutes later he came back on and said “ I am transferring you now. Have a good day, bye.” I should mention this was said sarcastically, and then I was hung up on. I tried to call back two or three more times and could not be transferred to a supervisor and finally I called back to ask for an address to which I could write a letter about the service I received and was finally given one. This whole ordeal took up half my day and I didn’t get to even talk to a nice person. In tech support I talked to Carla, then Eduardo, and then Richard (the nicest). In Customer service I talked to Shawn, Dan and Cecilia gave me the address.
The definition of a customer, according to Webster is a regular or frequent buyer; the definition for service is help, benefit. When you put them together you get a general idea that customer service is to help the buyer or make that person happy. After talking to your customer service representatives it truly showed me how much you value your customer. I have bought many Dell products from a laptop to my Dell DJ and accessories, but I will never buy one again and I would not recommend anything of yours to anyone. It also blows my mind that your representatives would recommend I buy another one when the first one and second one don’t work. Why would I go through this ordeal again? I am planning on sending this letter to as many people I can and hopefully someone in your company will actually care about the customer.
I am having problems with DELL as well. Customer service is terrible, you are transferred 7 times because they always say they can’t help you but can transfer you to someone who can, then it ends up that person can’t help you and it begins another cycle.
My problem is, I am working on a computer for a friend of the family. The processor FAN quit on the system and it complains when it boots of fan failure. You would think no problem getting a simple fan for it.. WRONG!
The system is only a year old, I was actually told by DELL Parts that this part wouldn’t be available until 2010. YES 2010!! Can you believe it? They told me I could go up on EBAY and try to find one.
Now if that’s not getting fucked in the ass, what isn’t? We are talking about a 3,000 computer system here. An XPS Gen 3 , but because a simple fan failed, the system cannot be used without risk of damage to hardware. The 5th call, someone finally told me they would call me in 3 days to let me know if they have the part.
What is going on over there? I don’t think this is even legal. We all need to write the attourney General on this, make DELL understand this is unacceptable business practices. IF anyone has any complaints, feel free to visit my site.. I am way busy creating music, so as you can imagine , this really ticks me off that I have to waste my time dealing with this.
Dell is the worst. customer service is terrible. they replaced mohter board and power supply 4 times…my son had to take pc apart 4 times and they STILL don’t respond. horrible….horrible….i would never ever recommend a dell
go IBM
Mr. Kevin Rollins, CEO
Dell Computer Corporation
One Dell Way
Round Rock, TEXAS 78758-4053
RE: Poor Customer Service/No coordination between departments
DELL Service Tag #5BHNH41, Express Service Code 115-786-883-53
When looking to purchase a computer, customer support was a primary consideration to me. Dell computer advertisements boasted of having one of the best technical supports available. This was the main reason why I purchased my Dell computer several years ago. I have also encouraged friends to buy Dell computers for the same reasons. When I purchased this computer, the sales technician suggested that I purchase a warranty for future hardware problems. Fortunately, I did so, with warranty coverage extending to March 2007.
lock-up and a blue error screen. On December 2nd, I called your Computer Hardware Dept., who ran me through a test which indicated that the hardware was fine. This Dept. suggested that I contact Dell’s Software Dept., for necessary repairs. I called the Software Dept., who indicated that I would be assessed a $99.00 fee for their customer support for this unwarranted software problem, Order #701-175-038. Transaction ID: 6K760124J4042063M,
Item #8237704671.
was fine and routed me back to your Software Dept. again.
Where’s the coordination? The process of reconfiguring my hard drive was completed over again and again. I was totally frustrated and felt like a ping pong ball. You can see this on–going and seemingly never-ending frustration I incurred from the numerous case numbers that were issued to me from your customer support personnel.
The case numbers issued to me are as follows:
• 118507813
• 119441333
• 119451861
• 118574204
• 119519099
• 119935341
I spent countless hours of my time consistently asking your technicians why the Software and Hardware Depts. don’t work together. It was a shame for me to be subjected to different diagnostic contradictions between both of these departments. The bottom line was always the same error code and for me to start the painstaking task and numerous hours of reloading my hard drive all over again. Even one of your software technicians was frustrated and was convinced it was in the hard drive, and suggested that Hardware Dept. would again TRY to bounce me back to the Software Dept., and stipulated to me to stand my ground and demand a new hard drive.
I have decided that I will simply box up the unit and send the whole computer back via certified mail to Kevin Rollins. This is ths result of two hard drive failures in less than 18 months. When I asked customer service to address this in some fashion other than a third replacement, I was hung up on. My time is more valuable than the effort to get Dell to do anything. I am considering a small claims court action and perhaps will include that in the box. Even if I lose, I still make a Dell attorney appear in court, which will cost them money. I think that if everyone with a similar problem considered legal action, there may be enough participants for a class action lawsuit. Perhaps that would get the attention of Dell. This action would impact their customer base and bottom line, which is the only thing that corporations understand anymore. The customer is number 2, behind profit.
well dell still sucks.just read that they are opening another call center in india. so now you will only have to wait 15 mintues to try and decode what the person is saying. plus going to make there cheep crap pc there to 5000 new jobs.i guess those are jobs americans wont do like picking tomatoes.bottom line make your own pc its easy and so you dont have a 3 year service plan who cares dell’s got one one that doesnt work.i wonder it i call dell’s tech support and ask them whats wrong with there support if they would have me unplug things on my pc??
I can see that my question will never be resolved by Dell. My son’s laptop(5150) which was a graduation present from his aunts & uncles is one of many with the same issue. It doesn’t power up with either the battery or power cord. It looks rather pointless to send it to Dell since I’ll probably end up with the same problem again. A class action lawsuit seems to be the only alternative to make Dell pay for defective technology.
Oh My GOD!!! I can not believe this is going on. I was billed for a computer that was not even mine. I have called 11 times, and nothing. I can not get anyone who understands the problem. They tell me I need to take it up with the person who has the computer. I am so disgusted! Has anyone gotten in touch with this Rollins? I went as far as sending an email to the Board Of Directors, but no response. I want to bring a class action suit against them. I am speaking with an attorney ASAP!!
Monica Wilson
Philligrl26@aol.com
There is already a law firm investigating this situation. I encourage you all to sign up.
http://www.lieffcabraser.com/dell-inspiron-2.htm
If you have a local TV station with a consumer issues segment, contact them (KGO 7 on Your Side in the SF Bay Area). They contacted Dell for me, I got a name and phone # in Texas (still spend hours over the course of 5 weeks during the holidays), but at least I ended up with a MB installed by Dell at $0 to me. I’m still in the market for a replacement laptop as I fear the functioning 5150 will be shortlived from what I’ve seen on all the posts.
I will reaffirm the above comment – sign up at the law firm investigating the problem (as pointed out above).
http://www.lieffcabraser.com/dell-inspiron-2.htm
The more of us who sign up, the more likely that something will actually happen.(and it only takes a couple of minutes)
I am now installing linux on an old windows 98 laptop that was given to me as charity….
I feel soooo sorry for you folks and your DELL experiences. My best advice is to support your local reputable computer dealer! They do you much better. AND! You support your local economy.
Yes, I own one of those stores, and have done so for 21 years. Good luck, and hopefully, you will also learn that this lesson applies to many of the big-box stores. Sadly, but it is true.
The Inspiron 1100 is a totally inferior product. The worst machine I have ever owned. After my first year of ownership, the hard drive crashed. I spent countless hours with Customer Service trying to convince them it was the hard drive, and after 6 weeks, they sent someone to my home and DUH, it was the hard drive. After that was replaced, the laptop started overheating and shutting down. After spending many months, days and hours with Customer Service, the laptop finally wouldn’t turn on anymore. And, off it goes to Nashville for replacement of heat sink. One day after it comes back, the laptop is operating at snail’s pace, and the day after that it starts shutting down and going into a loop between Windows XP and an error message.
Once again I call CS and am told I need to reinstall Windows because the drive should have been removed before I sent it to Nashville to have the heat sync replaced. I guess my crystal ball wasn’t working when I was talking to the CS person about the heat sink probelm, because I didn’t know I was supposed to do that. And, heck, why am I, the customer, having to do all these repairs for Dell (I had a darn warranty for in home service). Low and behold after reinstalling Windows, and all the drivers, and all the software. Took me 3 hours last night, guess what? This morning I wake up and the laptop screen notes fatal system error. I’ve emailed Dell, and will be writing to Mr. Rollins and everyone on their Board about this inferior product.
Hi!
generally the email address of an employee at dell is firstname_last name @dell.com. For example Michael Dell would have an address michael_dell@dell.com. however i dont know how many filters are there before a mail will reach Michael or kevin or John Hamlin. Bird might me a little easier to contact. DELL as a company and as an ideology is great. however it is the lower level managers who play spoil support. imagine, you talk to an agent for technical support. you know that your system needs to be replaces according to say dell’s safety policy. But the agent is willing to do anthing but a system exchange for you!
REASON : agents are instructed to strictly follow the targets given. that means if a team has been alloted dollar 5000 per week, then if that is spent the agent will try his best to not give you the service. though nowhere in dell’s any policy this is correct. It is the management at lower level which for its own growth at company is playing spoil support.
WHAT HAPPENS TO AN AGENT WHO RETALIATES: if an agent would not find a logic to all this, he would certainly resist and what will be the result? the agen will take 3 days leave and when he comes back he will find he has been terminated as he was on NCNS! rhis is the level of corruption by lower management. If an agent wants to leave the job because of all this, the manager would simply say. “i was not informed and will help in termination of the agent(who was willing to do all the required formalities)
DONT ASK ME HOW I KNOW ALL THAT. SEE IF YOU CAN DO SOMETHING TO STOP THIS.
Just thought I would throw in my two cents’ worth here. To all who have had problems with Dell, I feel your pain, really. I have dealt with many awful forms of customer service. The company I work for leases Dell Optiplex PCs and Latitude laptops, and we pay for service contracts for all of them through the leasing company, contracts that guarantee free overnighted replacements for any defective parts with free shipping both ways. We can even have Dell technicians come install the parts if we want to, at no charge. Out of the 9 months I have been with this company, only twice have I gotten somebody from India who I could hardly understand. The majority of the people I talked to were very friendly and helpful. It seems like you have to pay a small mint to get quality technical support.
Despite the level of service we’ve been getting, the quality of the product remains in question. In the previously-mentioned 9 months, I think I’ve replaced somewhere in the area of 60-70 parts in the OptiPlex desktop PCs, which include the GX260, GX270, GX280, and GX620 models. Some of those are hard drives which I can’t blame Dell for, but it’s still a scary number. In contrast, the Latitude laptops seem to be very tough little units, and I’ve had to replace only about 10 or less parts in them so far. As far as the cheap Dimension desktops, I’ve worked on enough of them outside of this company to know that you definitely get only what you pay for. You buy a $400 PC, and that’s what you’re gonna get. If you’re looking for a good, solid work laptop (not a multimedia machine), please consider a Dell Latitude laptop. Unfortunately, you’ll have to jump through a couple hoops on Dell’s website to get one because you have to buy them through the Small Business section instead of Home & Home Office. In contrast, please don’t consider buying Dell desktop PCs. They are not worth what you pay for them. For that matter, consider dumping PCs from corporate giants altogether, because they never really care about the customer enough to make it worth your while. Take a class on how to build your own computer and build yourself a custom PC exactly how you want it or find somebody (neighbor’s kid perhaps?) that knows how to do it. Trust me, you will end up with a much better machine in the end, one that performs well and that probably won’t be suffering from major hardware failures. As for software support, you might as well call the neighbor kid anyway, or perhaps a local computer fix-it shop, since I’ve never known any major corporation to have the intelligence to deal with that sort of thing. Even local shops aren’t too good sometimes, but usually they can’t afford to hire complete idiots, and certainly not ones stationed in India.
I am APPALLED AT DELL!
I am writing to this blog to see if anyone is aware of any class action lawsuits against Dell for the many problems we are all experiencing? I am really interested in any information anyone can supply. I am seriously considering contacting our local newspapers; magazines (techs and likewise); news channels and anyone that would be interested in the situation going on at Dell. I consider them an insult to the tech industry, in general. They advertise falsely and make promises about their products that “they know are no true”. The “out-source” to India and we deal with people who do not understand nor speak our own language clearly. No offense to them personally. It’s just that this is AMERICA, Dell. The board members of Dell know of these problems and do very little to retify them. The only recourse is to initial a class action lawsuit and see if this gets their attention.
I too have spent many of my own hours on calls to them. I sood outside a supermaket in our local area and out of approx 50 people 6 had “BAD DELL EXPERIENCES”. I have a started a list of individuals; names; addresses; phone numbers; emails; everything…. it is amazing. I was totally shocked. I did this after a very lengthy telephone call to Dell with no resolution.
I AM NOT AN ATTORNEY nor am I looking for any money. I just want my $3500. system to work. It has not worked properly since day one. laptop desktop printer router the whole works….
Thanks to anyone who is interested in supplying any information.
Class action suit may be in progress in Houston, Texas. Here’s the name/contact of the attorney.
Cory Fein
Caddell & Chapman
1331 Lamar #1070
Houston, TX 77010
713.751.0400
csf@caddellchapman.com
found at http://mtaulty.com/blog/(4vagbz45uh0vks55533yof45)/archive/2004/11/01/847.aspx
Its abt time too…
Thank you for the information on Cory Fein. He is most helpful. Lets hope someone out there takes immediate action for Dell’s poor existence. Anyone interested should contact him directly. I did….
thanks again. Hopefully more to come on this one. I think it would make me feel better anyway.
We have been fighting with Dell about a software issue since December 9 and still do not have the damn software. I have emailed Michael Dell and his email address is Michael@dell.com I did get a return email from A woman by the name of Nancy and she has emailed me a few times but still we have no software. but that is the correct address to contact Michael Dell I hope people blow up his email box with complaints…..
Michael Dell
3501 Casava Dr
Austin, Tx 78746
CIO
Susan Sheskey
1909 Canonero Dr
Austin, Tx 78747
Here is what all of you wanted dearly.. SPAM AWAY 🙂
michael_dell@dell.com
kevin_rollins@dell.com
And here is my scathing Email to both of them which I hope all of you angry folks will compose some of your own angry emails.
As a former owner of a Dell 8200, I was happy with the system and service Dell used to offer in years past. Recently, after seeing a great price on a product, I decided to order it from Dell. I want to congratulate you on Dells stunning 180* turn from a good old American Company to a shifty, lying, unsupportive, mindless corporate monster. WAY TO GO!!!
Talking to a bunch of rude Hindu’s with American names saying they live here in America is a wonderful customer service idea. Let’s not forget advertising “usually shipped within 24 hours” on your website. How about charging customers for Items that you don’t even have in stock and offering overnight shipping for something an email will tell me 24 hours later is backordered and might take up to 3 weeks to be shipped. Pure marketing genuis. I and many others like me will no longer purchase from you or suggest your services to customers looking for new PC’s. As I install Residential and Small Business Networks, Dell will recieve nothing but the worst when a customer is asking me what they should get to replace their aging systems.
Below is a link to reviews (read more than just the first page) from PriceGrabber.com about Dell’s lack of service:
http://www.pricegrabber.com/rating_getreview.php/r=1548/m=6726821
I stumbled upon this web site today, and am appalled at what I am reading about Dell.
I have purchased notheing but HP products for the last ten years, and have as of yet to experience anything like you all have. The last time I contacted HP with a problem, it took both of us (HP and myself) to figure out what the problem was. The laptop worked fine, while I was connected to my netowrk,but there was a problem with a certain program when I wasnt. As it turned out, we came upon the solution and what the actual problem was by accident, and it was fixed. The problem as it turned out was in a software program that I had installed. This program required that it to see a printer. If there was no printer it didnt work. So when I was in the field, and tried to use the program it failed. The software has been fixed as well. The entire time we were working on this, I had the same technician, calls were returned as promised, and guess what I COULD ACTUALLY UNDERSTAND HIM. With customer service like this, is it really mystery why every piece of computer equipment that I own from my PC’s (8) to my laptops (10, to my iPaqs (16), to my printers (11) are HP. Check them out. http://www.hp.com
One last note. When my girlfriend (now wife) was looking at a new computer she came agonizingly close to buying a Hell (oops I mean Dell) computer. I told her NO!. she bought her first HP, and it runs super. Not a minutes problem.
Just my $.02 worth
I agree with John. HP is the way to go. I had to hire a tech to come to my house to try and fix all my problems with my system. It took him six hours. What a mess. He used to work for Dell. Boy, what I found out. Dell is kidding themselves if they think their revenues will continue to grow with the products and service they are offering. More than that, the poor design of their products. My laptop has had to have the hard drive replaced (w/refurbs) three times because of where the charger is at the back of the laptop.
I refuse to call Dell again!!! I will see them in court.
04/03/2006 11:10:41AM Session Started with Agent (RTS Lajeanna York)
04/03/2006 11:10:41AM Karen Yehle: “I need help with an Inspiron 5150”
04/03/2006 11:10:49AM Agent (RTS Lajeanna York): “Thank you for contacting Dell Hardware Warranty Chat Support! Please give me a moment to review your question and retrieve your service tag information.”
04/03/2006 11:11:10AM Karen Yehle: “hi”
04/03/2006 11:11:18AM Karen Yehle: “I need some help from Dell”
04/03/2006 11:13:19AM Agent (RTS Lajeanna York): “Do you have a service tag?”
04/03/2006 11:13:30AM Karen Yehle: “for the 5150”
04/03/2006 11:13:40AM Karen Yehle: “yes, but I can’t access it right now”
04/03/2006 11:14:05AM Karen Yehle: “the computer has major issues”
04/03/2006 11:14:15AM Karen Yehle: “I am fixing it for my sister”
04/03/2006 11:14:21AM Karen Yehle: “it needs two things”
04/03/2006 11:14:28AM Karen Yehle: “a new motherboard”
04/03/2006 11:14:32AM Karen Yehle: “and a new heat sink”
04/03/2006 11:14:59AM Karen Yehle: “I understand that Dell has had a major issue with these machines”
04/03/2006 11:15:22AM Karen Yehle: “I am a computer technician”
04/03/2006 11:15:50AM Karen Yehle: “my sister swears that she will never buy a Dell, but I have been happy with Dell”
04/03/2006 11:15:54AM Agent (RTS Lajeanna York): “I pull up for a system in Canada. Need the service tag for the system.”
04/03/2006 11:16:00AM Karen Yehle: “is there a way we can remedy this?”
04/03/2006 11:16:38AM Agent (RTS Lajeanna York): “Are you in Canada?”
04/03/2006 11:16:46AM Karen Yehle: “I will see if I can get this system to boot up again”
04/03/2006 11:16:56AM Karen Yehle: “no, I am in the US”
04/03/2006 11:17:07AM Agent (RTS Lajeanna York): “did she buy it?”
04/03/2006 11:17:12AM Karen Yehle: “yes”
04/03/2006 11:17:18AM Karen Yehle: “she bought it in July of 2004”
04/03/2006 11:17:30AM Agent (RTS Lajeanna York): “What is her name?”
04/03/2006 11:17:32AM Karen Yehle: “and it had a year warranty”
04/03/2006 11:17:45AM Karen Yehle: “it just stopped working for her in October of 2005”
04/03/2006 11:17:52AM Karen Yehle: “totally dead”
04/03/2006 11:18:08AM Karen Yehle: “just a blank screen”
04/03/2006 11:18:20AM Karen Yehle: “but I took it apart and soldered a chip on the motherboard”
04/03/2006 11:18:28AM Karen Yehle: “and put it back together”
04/03/2006 11:18:34AM Karen Yehle: “and got it to boot up again”
04/03/2006 11:18:36AM Agent (RTS Lajeanna York): “can you verify the address?”
04/03/2006 11:18:45AM Karen Yehle: “her software and files were all there yet”
04/03/2006 11:18:53AM Karen Yehle: “my sister?”
04/03/2006 11:18:56AM Karen Yehle: “or mine”
04/03/2006 11:18:58AM Agent (RTS Lajeanna York): “yes.”
04/03/2006 11:19:03AM Karen Yehle: “I have the computer here”
04/03/2006 11:19:42AM Karen Yehle: “and we need Dell’s help”
04/03/2006 11:19:54AM Karen Yehle: “as we don’t have the money to get a new motherboard and heat sink”
04/03/2006 11:20:20AM Agent (RTS Lajeanna York): “You said you have the notebook with you, correct?”
04/03/2006 11:20:27AM Agent (RTS Lajeanna York): “If you need further assistance with this case, you may contact us via [Chat]: http://www.dell.com/chatsupport or [Email]: us_acs_team_1@dell.com (include your Case#, Express Service Code and other relevant information) [Subject]: Team 311 Email Dell Inc. Case”
04/03/2006 11:20:36AM Agent (RTS Lajeanna York): “Ignore that”
04/03/2006 11:20:37AM Karen Yehle: “yes, right next to me here”
04/03/2006 11:21:00AM Karen Yehle: “it boots up when it wants to though”
04/03/2006 11:21:07AM Agent (RTS Lajeanna York): “turn the system over and look for the service tag or express service code?”
04/03/2006 11:21:10AM Karen Yehle: “I had flashed the Bios to bring it back up”
04/03/2006 11:21:30AM Karen Yehle: “after taking it apart and fixing the motherboard’s chip”
04/03/2006 11:21:54AM Karen Yehle: “and I was able to bring it up and was amazed as it was dead before”
04/03/2006 11:22:13AM Karen Yehle: “so I am thinking it needs a new MOB and heat sink as it gets extremely hot”
04/03/2006 11:22:29AM Karen Yehle: “I have the Inspiron 6000”
04/03/2006 11:22:35AM Karen Yehle: “and I love my machine”
04/03/2006 11:22:55AM Karen Yehle: “and would like to make my sister happy again as she spent over $1,600 on the Inspiron 5150”
04/03/2006 11:23:29AM Karen Yehle: “XXXXXX”
04/03/2006 11:23:45AM Karen Yehle: “service tag for 5150”
04/03/2006 11:24:00AM Karen Yehle: “I know she is out of warranty though”
04/03/2006 11:24:17AM Karen Yehle: “do you need the express service code?”
04/03/2006 11:24:38AM Karen Yehle: “XXXXXXXX”
04/03/2006 11:25:00AM Agent (RTS Lajeanna York): “Okay let me bring it up.”
04/03/2006 11:25:30AM Karen Yehle: “XXXXXXXX”
04/03/2006 11:26:03AM Karen Yehle: “express service code”
04/03/2006 11:26:42AM Karen Yehle: “now it will only boot after I keep starting it over and over until it boots”
04/03/2006 11:27:00AM Agent (RTS Lajeanna York): “sir after pulling up the service tag number and information the system is out of contract, dell sales will have to replace your parts when they are purchased, sales number is 1.800.915.3355 ext 7266200.”
04/03/2006 11:27:31AM Karen Yehle: “the problem is though is that Dell knows about this defect”
04/03/2006 11:27:52AM Karen Yehle: “shouldn’t they be responsible for replacing the defective parts?”
04/03/2006 11:28:06AM Karen Yehle: “my name is Karen”
04/03/2006 11:28:26AM Agent (RTS Lajeanna York): “You are out of contract, I can not help you.”
04/03/2006 11:29:06AM Karen Yehle: “is there someone I can talk to about this problem?”
04/03/2006 11:29:28AM Karen Yehle: “like I said, I think Dell would want to help a good customer”
04/03/2006 11:29:42AM Karen Yehle: “as I am still an owner in contract with my computer”
04/03/2006 11:29:58AM Agent (RTS Lajeanna York): “You can call in at 1.800.822.8965, and be transfer to our rec department.”
04/03/2006 11:30:16AM Karen Yehle: “I will try that”
04/03/2006 11:30:44AM Karen Yehle: “I would appreciate any help you could give me in this”
04/03/2006 11:31:16AM Karen Yehle: “what does the rec department stand for/”
04/03/2006 11:31:39AM Agent (RTS Lajeanna York): “REC, For out of contract.”
04/03/2006 11:32:25AM Karen Yehle: “thank your for your help”
04/03/2006 11:32:49AM Karen Yehle: “at least I may have a place to start”
04/03/2006 11:33:07AM Agent (RTS Lajeanna York): “Is there anything else that I can help you with today?”
04/03/2006 11:33:32AM Karen Yehle: “are there any suggestions for me on the Dell 5150?”
04/03/2006 11:33:47AM Karen Yehle: “something I should know before going any further on this?”
04/03/2006 11:34:50AM Agent (RTS Lajeanna York): “My motto is if it works don’t mess with it, or it could get worse, I suggest you call.”
04/03/2006 11:35:14AM Karen Yehle: “ok”
04/03/2006 11:35:22AM Agent (RTS Lajeanna York): “Is there anything else that I can help you with today?”
04/03/2006 11:35:27AM Karen Yehle: “thanks”
04/03/2006 11:35:30AM Karen Yehle: “no”
04/03/2006 11:35:50AM Agent (RTS Lajeanna York): “Thank You for choosing Dell Hardware Warranty Chat Support. Have a Great Day!”
04/03/2006 11:35:53AM Session Ended
If you require further assistance, please visit us at http://www.support.dell.com
Today, 7 April 2006I had a very, very disappointing experience too with DELL Customer Service. I called up to rectify whant I think was a problem with the online order I made on 5 April 2006. A girl named Amber answered the phone 1-800-915-3315. She asked me for my SSN, mother’s maiden name, the daytime phone number, my e-mail address to access my account (This should all be recorded, by the way, as relayed by the machine introduction prior to her answering the phone). After I identified to her the particular order I was calling about, she asked me questions which I answered the best I could, like what features I ordered, etc. Then she asked me what/where I’m going to use the computer for. I said for computing (what else do you use a computer for), I added internet, e-mail. Then she asked: “What else?” (I was shocked) I said give it to my kids, games, maybe, school. Then she asked again “What else?” At this point, I was pissed. I said ” I tell you what… cancel all my orders”. Then she said she can’t do that and that other department will have to do it. I was shocked again. I said “Why can’t you?” Then she asked “For what reason are you cancelling?” I said “Because of the total ordering experience online and over the phone.” And the rest is recorded (supposively) by them. Michael Dell, Mr. Rollins, if you are reading this, your customer service people need more training or they should not be there. They even tried the line ” If you get disconnected…” “I’ll tansfer you to another line..” I felt it… here comes the runaround…. customer harassment…”I can’t do cancellation. You have to go online to do it…” etc. I was only raising my voice to Amber because she was mean, so I got mean. I finally talked to Lynette who cancelled my orders and sent me an e-mail confirmation of cancellation.
Since adding my section above, I have had a very good response from Mr. Rollins and Dell. I used Mr. Rollins’ email address to inform him of the situation. He had his secretary call me the same day. They were kind enough to come and pick up my sister’s Dell Inspiron 5150 and fixed the machine, installing a new motherboard and returned the machine the following day (2 days turnaround time, all free of charge.
My Inspiron 6000 also had a hard drive failure at the same time and they immediately shipped the new hard drive (my machine is still under warranty) at the same time that my sister’s computer was returned.
I am totally impressed and wanted to share with all of you.
Karen
Today is April 13, 2006. Service at Dell is as horrible an experience as it ever was. I was told when I ordered the XPS 200 that I would spend $400 for warrenty and service for four years and receive a direct number to call so I can speak directly with an American 24/7,get faster service and so on due to buying a high end computer. THAT WAS A LIE,LIE,LIE> I have not even received the computer and it has already started. I tried to call Del in regards to the 7 warrenties listed on the invoice with no price nor explanation next to them. After spending over an hour on the phone(when I could have been making money) with those who would try to make me believe that they can not give me an itemized list, price and definition of the 7 warrenties for $533.00,(NOT $400) I asked for a supervisor. Of course, they said ok they will connect me directly and as in the past week,once again hung up on me. I called DELL and told them they can cancel my $1700. order.
Well! well, well. That explains it. Reading this site certainly is enlightening. I have had exactly the same problems with DELL in Australia. I would NEVER EVER buy another DELL and would certainly not recommend one to anyone.
Appalling customer service: just appalling.
Bron Larner
I wish I had read this site before I bought my Dell. I haven’t even received it and the problems have already started. Dell is shipping it to only God knows where and there is no way of changing it. I would have to fill out a very lengthy Re-Direct Request form – a request form!! They make the mistake and I have to request them to fix it. After talking with the so called “customer care” department, I was told that the system will be shipped out long before the request gets approved. So there is nothing I can do but wait until my computer travels around for a while and hopefully shows up at the courier’s depot someday. And get this, the best part, she told me that this problem occurs quite often and thank you for choosing Dell. Well, I will be sure to update everyone if I ever see my Dell.
Dell Financial Services isn’t worth much either. Do not let them make a mistake and put someone elses name on your account it can’t be changed, and you get call centers all around the world like India,Philippines, and GOD knows where else with call center operators acting like they are your American buddy. What a bunch of WHOOIE! NO MORE DELLS FOR ME HP OR GATEWAY YOU GOT TO BE BETTER! DON’T USE DFS IF YOU CAN HELP IT.
I think I’m lucky. Over a three day period by phone and web I tried and failed, to order a computer from Dell. Phone lines were constantly busy, and the web was no better. I e-mailed Dell – and guess what, no reply.
I only have one thing to say … “ONCE YOU GO MAC YOU CANT GO BACK”!!!
Should have gone to an Apple Store. Not only do they back up their product, but they offer free service and maintanance if you bring your product to their store. They also offer free live-tutorials at their locations.
SHOULD HAVE GONE MAC! hahahaha
Ordered a desktop and immediatly made a payment out of my checking account so I could purchase another, after reviewing order it looked as though I did not have a burner (actually it did, I did not see it) did the webchat thing with Dell asking that a cd burner be added, she said no can do you have to cancel and re-order, so I asked her to cancel, she stated she would (have the log), five chats later and numerous emails someone named Debby emails that it is in production, no way to cancel. Again more phone calls and emails finally gets cancel (someone finally called me) asked them to stop the payment I made from my checking, credit my account (no comp now) and close the account. They took my money, Dell account is still open with a balance showing I owe. After reading numerous websites about Dells customer service and problems with comps I guess I should count myself lucky at this point.
Trying to get my bank to reverse the charge from Dell, if that does not work I think I can contact thier States Attorney General?? I wish I had researched thier customer service a little better, I purchased one years ago with no problems whatsover so I really was not expecting this.
That’s why you should use credit cards to buy things. Credit cards have this really handy feature called a CHARGEBACK.
I bought a motherboard from some vendor w/ a credit card, and it became defective during the warranty. The vendor, thinking “oh, we have his money, screw him”, ignored me over several months. I finally called my credit card issuer (Citibank, in my case). My chargeback request was processed and credited back to my card in two days. Lo and behold, the vendor called the very next day (naturally, I ignored them this time).
The other thing about chargebacks is that they make a vendor look bad to the credit card company (Visa, MasterCard, etc.); they’re known to hike fees for vendors (yes, the large ones, too) who have too many chargebacks on their records. A few times, vendors’s accounts have even been canceled because it got so bad. Also, it costs the vendor an extra fee every time a chargeback is processed.
You do have a way to fight back. Use it. I’ve had to do it three times over the last eight years, and it WORKS.
That’s why you should use credit cards to buy things. Credit cards have this really handy feature called a CHARGEBACK.
I bought a motherboard from some vendor w/ a credit card, and it became defective during the warranty. The vendor, thinking “oh, we have his money, screw him”, ignored me over several months. I finally called my credit card issuer (Citibank, in my case). My chargeback request was processed and credited back to my card in two days. Lo and behold, the vendor called the very next day (naturally, I ignored them this time).
The other thing about chargebacks is that they make a vendor look bad to the credit card company (Visa, MasterCard, etc.); they’re known to hike fees for vendors (yes, the large ones, too) who have too many chargebacks on their records. A few times, vendors’s accounts have even been canceled because it got so bad. Also, it costs the vendor an extra fee every time a chargeback is processed.
You do have a way to fight back. Use it.
Actually, Dell’s less-than-stellar attitude and less-than-quality gear caused them to get forbidden from our data centers (we’re a large school system). We used to be a “Dell shop” on both the server and the desktop. Now, Dell servers are VERBOTEN in any of our data centers and have been for the last three years. Here are just two of the multiple reasons:
1.) Poor service, even to us, a large customer.
2.) Faulty RAID subsystems.
The manager of all servers throughout the school district got sick of it and successfully lobbied the higher-ups to impose a “No Dell” policy, and I do not blame him one bit. Every Dell server was ripped out and replaced by HP/Compaq ProLiant gear. What’s even worse for Dell, if they even care, is that we’ve nearly tripled the number of servers that we have, in addition to replacing old units through the normal upgrade process. I’m talking about thousands of servers here. HP has gotten all of that business and is loving us.
Oh, BTW, the same thing applies to the desktop workstations, too. We no longer allow the purchase of Dell desktops, either; HP/Compaq now gets that business, too. We have tens of thousands of desktop boxes. HP is really, really loving us. 🙂
I’m a systems enginner and sysadmin, and as such friends and relatives often (TOO OFTEN) come to me for software and security questions, as well as HARDWARE purchases. I own 2 dell laptops (Inspiron 5150), 3 pc’s (GX***) and a couple of poweredge’s. I was Happy, happy… Until (you guessed it) my 5150’s faulty motherboard stopped powering. I did the customer service, manager runaround you all have. I just gave up on dell, by outsourcing their support (errrr, that is not support, believe me) customer care, they are no longer competitive. My loss? well, hardware depreciates in 2 years, so it’s just about ripe now. Customer loyalty? that one takes years to win. I’m (and whoever asks me) spending my money in companies that provide support in American for Americans and in English. Have you guys checked out the new ASUS laptops? I am so getting one.
How I wish I had read all of this prior to my purchase. I thought 12 hours of my life on the phone with 12 diff ppl was bad enough until I read everyone else’s story.
No one in that company communicates, I have never received such poor service in my life; and trust me, after dealing with the local cable company about internet service, that is really saying something. Isn’t there a journalist out there that can take these stories and run with it?
Kevin Rollins will be sent a letter, attached with copies of my phone minutes and all the useless online chtas with tech support, maybe it’s time for him to step down, he clearly has no control over his company or anyone in it.
Sincerely,
Kerrin A LaFrance
Esther Biddle
773 County Road 226
Cullman, Alabama 35057
June 14, 2006
Mr. Kevin Rollins
One Dell Way
Round Rock, TX 78682
United States
Dear Mr. Rollins:
At the recommendation of my brother, the owner of three Dell computers, I purchased a new Dell Dimension 5100 on 09/28/2005. Within a very short time, my computer crashed. The technical people could not talk me through the problem – the problems were not of the usual sort. Finally, I shipped the computer to my grandson, a computer programmer and analyst for JP Morgan to get with Dell and resurrect the computer. After a lengthy process and dialog with Dell, my grandson did get the computer operating.
My brother came from North Carolina to Alabama to set up my computer once again. Within two weeks, the computer crashed again. Though I have had the computer sinceSept 2005, 90% of the time it has not been operational. I am afraid my warranty will expire.
My brother, my grandson and I are convinced that the computer in a “lemon” – flaws that surely are uncommon for Dell. We hope you agree. I have had your support people tell me that I needed a replacement machine, but no follow through has occurred. I have had promised phone calls which have never come – though I remained home for days expecting the calls as promised.
These problems are very stressful to me. I have had two hip replacements and I can no longer try to go over the disconnecting and connecting instructions from the support people. For my sanity, the honor of your warranty and support, and the good name of your company, please expedite the replacement of my computer.
You can follow the support and technical case of my computer via: express service code
431-248-6945 etc. My service tag is 1ZBJK81.
Thank you for your help!
Sincerely,
Esther Biddle
My last 2 years experience with Dell’s customer service has been absolutely dismal. On top of usually not being able to understand half of what they say in rapid heavy indian-accented English, I’m very often being promised a follow up call which I almost never get.
Granted, they all are very polite, ask if it’s OK to call me by my first name, apologize profusely for their coworkers broken promises, try to help, mostly unsuccessfully, assign yet another case number and then give their phone extension to leave a message only never to be heard from again. It sure looks like they all are being trained to play the same obvious silly game.
My previous Dell computer quality, design and customer service were quite good, about 6 to 8 years ago. Nowdays my desktop computer quality is poor, tower enclosure design is stupid and customer support is ridiculous in its mediocrity and impotence. No more Dell products for me – that’s a promise to all empty heads in empty suits at its corporate hadquarters.
@ Phil:
I agree %150 with you. I still wonder why the Federal Gov’t is so interested in purchasing Dell Computer systems. They’d be much better off with a Gateway. Gateway was excellent at first, then turned into Dell, but now They’re RIGHT BACK AT EXCELLENT, as far as both quality AND customer service. Not to mention, they’re cheaper.
My only other complaint (I don’t own any dell computers, personally) is that Dell bought out Alienware, which has been a sad day coming. Big Brother Corperations buying out the honest competition. One thing’s for sure, There’s some FILTHY FILTHY rich cubans after the selloff of Alienware, and more power to them…
[Editor’s note: A Dell spokesperson requests that customers with unresolved issues use the Customer_Advocate@dell.com alias to request support:“Jeff is one of our best agents and glad to help those in need, however he is not able to handle all the requests we get from customers who have phoned or emailed demanding to be assisted by him. It is definitely a compliment to him, but we would prefer to have those in need contact us through Customer_Advocate@Dell.com instead. This request is definitely not a criticism of Mr. Scully though. Jeff has specific skills and technological expertise as does each member of the team. By using the customer-advocate mailbox we can assign issues based on the best expertise we have to resolve them expeditiously versus specific team members being approached on matters that are not their expertise and then feeling obliged to follow through rather then passing customers off which is always an issue for us.”]
While I tend to agree that Dell tech-support is HORRIBLE/A.K.A. Hell on earth, Jeffrey Scully, who works on unresolved issues, is, quite possibly, the most REACHABLE person at Dell I’ve ever encountered. He is, by far, the fairest person I’ve ever dealt with at the company, and he was more than happy to oblige me by listening to and resolving my complaint. I cannot say as much for the others in his department, because, before getting to Mr. Scully, I was assigned to someone with no customer service know-how. But, if Mr. Scully were to encounter someone who was due that which they were asking for or demanding, he would do everything he could to rectify the issue for the person. It certainly seems to me that the lady making complaints toward Mr. Scully is leaving out important information concerning her transaction and about the ‘problem’ in general.
Before I spoke to Jeffrey Scully, it is fair to say I HATED Dell and everyone who works for the company. After having ‘met’ Mr. Scully, I now have renewed faith in the company. As a matter of fact, I would go so far as to say that, if you ever have to deal with the unresolved issues department, and you have a GENUINE issue that needs resolution, ask, no, BEG to be assigned to Jeffrey Scully. He WILL do everything he possibly can to make your Dell experience a pleasant one, and he will NOT write you off. Jeffrey Scully is customer-compassionate, and he genuinely cares about your satisfaction. I strongly hope all of you reading these replies will strike what the lady complaining about Jeffrey Scully has said, and take into consideration what I have to say about him.
Jeffrey Scully is Dell’s singular, redeeming employ in my opinion, and I genuinely endorse him. I very much appreciate all he has done for me and my faith in Dell.
Sincerely,
Elle Church
I had multiple problems with my dell laptop. First the hd went out about 4 months after getting it. Then I ended up with the fried mother boared due to the dc jack and overheating problems. I felt that I was treated like shit by the customer service department because I was a women. Even to the point of being told that the CSR wouldn’t talk to me and he wanted to talk to the man of the house. I lost it at that point. First off there is no man of the house, second I am perfectly capable of handling this on my own. So numerous phone calls and emails I was informed that it was about $200 for diagnosis and if the mother board would have to be replaced it would be $800. I sent it to another company that charged me nothing to figure out the problem except shipping, and was told that the dc jack caused it to overheat and fried the MB. Dell of course could give a shit less, and basically told me to fly a kite because it was 24 days out of warranty. Anyway if anyone is looking for a class action lawsuit. http://www.lieffcabraser.com/dell-inspiron-2.htm they are gathering information from customers and will hopefully get the ball rolling soon. IF anyone knows of any other ways of going about this please let me know. I’m a student living on student loans, and had to buy another computer for school so at the moment I am not making the payments on the Dell POS so it’s screwing up my credit.
ALP
I’m throwing in my 2 cents at the audacity of Dell to hire McDonald’s employees skils to be “technical consultants” who can’t understand what is being said, who have no technical knowledge, who don’t understand the language of the industry that they’re in and their general incompetence. Why should I waste my time teaching THEM about computers??
I got on chat today ONLY to request a diagnostic CD for my laptop, either downloaded bootable image or sent as my desktop’s floppy was on the fritz (I hadn’t used it in YEARS!)
Simple question, not a biggie. I wasn’t going to let them diagnose my problem; that would take YEARS!
More than an HOUR later, I had the answer. I attach the log. Read it and you’ll be throwing tomatoes at your screen also:
2:05:49 PM System Welcome Jeff Cushner …
2:05:49 PM System Connecting to server. Please wait…
2:05:49 PM System Thank you for using Dell Chat, a representative will be with you soon.
2:05:49 PM System http://support.dell.com/support/topics/global.aspx/support/chat/en/techchat_backup_media?c=us&cs=19&l=en&s=dhs
2:06:09 PM System http://support.dell.com/support/topics/global.aspx/support/chat/en/techchat_doc?c=us&cs=19&l=en&s=dhs
2:12:47 PM System You are now being connected to an agent. Thank you for using Dell Chat
2:12:47 PM System Connected with Shalabh_01103005
2:12:54 PM Shalabh_01103005 Thank you for contacting Dell Technical Support. My name is Shalabh and rep id is 103005. May I have your telephone number, along with the area code?
2:12:58 PM You hi
2:13:07 PM You 6104357066
2:13:11 PM You whoops.. wrong
2:13:17 PM You 610-435-7055
2:13:19 PM You ok
2:13:44 PM Shalabh_01103005 Thank you for the information.
2:13:53 PM Shalabh_01103005 Meanwhile, I would like to inform you that you might get an invitation to participate in a survey at the end of this session. You will be asked to rate our interaction on a scale of 1 to 9 with 9 being very satisfied. In order to participate in the survey, you must close the chat by selecting the “Exit” button.
2:13:59 PM Shalabh_01103005 Please give me 2 to 3 minutes to pull up your account information. In the meantime, please let me know how may I assist you today ?
2:14:49 PM You I have an inspiron 3700 which suddenly stopped booting. It says that it can’t find system files. It won’t boot up in safe mode either.
2:15:10 PM You I tried reseating both the memory and the hard drive but it didn’t work
2:15:32 PM Shalabh_01103005 Please tell me the exact error message which you are getting
2:15:35 PM You I need to use the diagnostic disk but the one that I have is for my desktop, not the laptop.
2:16:26 PM You It’s a windows message on the boot saying one or another system file is corrupted or not there.
2:17:02 PM You What I need is a diagnostic disk download that burns to a cd.. as my floppy disk on my desktop seems not to be working either.
2:17:09 PM You I haven’t used it in years
2:17:20 PM Shalabh_01103005 Okay
2:17:21 PM You so it’s not formatting any disks that I try.
2:17:40 PM You I need a bootable diagnostic disk for the inspiron, not floppy
2:17:48 PM You cd
2:18:09 PM You I can burn them but I don’t know if the format has a bootable segment in your downloads
2:18:19 PM Shalabh_01103005 Okay, could you please allow me a minute
2:19:23 PM Shalabh_01103005 If I understand the issue correctly, you want to download the diagnostic utility on your system so that you can run it on the system. Is that correct?
2:20:25 PM You I want to download a BOOTABLE diagnostic utility for the Insprion so I can burn it to a CD so I can boot up the Inspiron with it.
2:21:06 PM Shalabh_01103005 Okay
2:23:18 PM Shalabh_01103005 Thanks for staying online with me.
2:23:33 PM Shalabh_01103005 Please check this link
2:23:42 PM System Shalabh_01103005 pushes page, http://support.dell.com/support/topics/global.aspx/support/dsn/en/document?docid=13D26C9FCD5746FA916FDD395D30BE79&c=us&l=en&s=gen
2:23:52 PM You hold on
2:24:27 PM Shalabh_01103005 Sure
2:24:49 PM You It says “These download instructions are not necessary if you have the Dell Resource CD or the 5 diagnostic floppy disks.:”
2:25:10 PM Shalabh_01103005 Yes
2:25:18 PM You and it says To create this diskette set, you will need 5 blank, formatted disks… accent on the 5 blank, formatted!
2:25:46 PM You If you’ll remember me describing that I need a bootable CD that I can burn excludes this.
2:26:15 PM You also, you’ll remember me saying that my floppy disk on my desktop isn’t working
2:26:32 PM You excludes me formatting 5 floppies.
2:27:36 PM Shalabh_01103005 Please allow me a minute to recheck that
2:27:39 PM You I want the IMAGE of the diagnostic CD.. compact Disk
2:28:15 PM Shalabh_01103005 Okay
2:28:32 PM You If you can’t give me that, then I need the cd to be mailed to me
2:28:46 PM You It would be easier to download it.
2:29:00 PM You I understand that you, yourself don’t have these answers
2:30:12 PM Shalabh_01103005 I am searching for that, could you please allow me a minute
2:31:23 PM Shalabh_01103005 If I understand the issue correctly, you don’t want to download the utility on the floppy drive. Is that correct?
2:31:54 PM You You would be absolutely correct in your assumption.
2:32:19 PM Shalabh_01103005 Okay
2:32:38 PM You I am not physically able to write a floppy disk at this time.. I NEED TO BURN A CD
2:33:58 PM Shalabh_01103005 Its fine
2:34:32 PM Shalabh_01103005 Will it be fine if I send you the cd?
2:34:43 PM Shalabh_01103005 Cd which has the diagnostic utility?
2:34:52 PM You I would rather have the image
2:35:08 PM Shalabh_01103005 I am sorry, I did not get you
2:35:13 PM You I you (Dell) can not supply the image then I suppose I have no alternative.
2:35:33 PM You Image Definition:
2:35:48 PM Shalabh_01103005 I can send you the cd which will be having the diagnostic utility, you can run the utility from that cd
2:35:53 PM Shalabh_01103005 Will that be fine with you?>:
2:35:59 PM You A file that contains the exact format of a disk
2:36:39 PM You I assume that you do not have (or can get) a downloadable file that if burned to a CD would BE the CD. Am I correct?
2:38:37 PM Shalabh_01103005 Sure, you don’t have to worry at all for that
2:38:46 PM Shalabh_01103005 Please provide the information
2:38:50 PM Shalabh_01103005 1. Contact Name: (Registred user)
2. Address: (from your original order/ invoice)
3. Phone Number : (from your original order/ invoice)
4. Current Shipping Address Details: (Current user Name, Address, City, State, and Zip) NO PO BOXES PLEASE.
5. Daytime Phone Number:
6. Alternate Contact/ Phone:
2:39:31 PM You You should have all that already from my user stats.. but..
2:39:39 PM You Jeff Cushner
2:39:44 PM You 1413 N 21st St.
2:39:53 PM You Allentown, PA 18104-2503
2:39:59 PM You 610-435-7055
2:40:05 PM You 908-208-9174
2:40:07 PM Shalabh_01103005 I have that information however we need to verify the information to maintain the integrity of customers account information
2:41:28 PM Shalabh_01103005 I am sorry, that is not the address as on our records
2:41:40 PM You The address before I moved was:
2:41:44 PM You 540 Carmine Ave.
2:41:45 PM Shalabh_01103005 Please tell me the address where the system was initially shipped to
2:41:50 PM You South Plainfield, NJ 07080
2:41:59 PM You 908-769-8074
2:42:23 PM Shalabh_01103005 Okay, now please tell me the address where you want me to send you the cd
2:42:30 PM You but that was 4 years ago.
2:42:50 PM Shalabh_01103005 Okay
2:43:56 PM You I just checked my addresses on my account and they are ACCURATE
2:44:35 PM You So I don’t know what data you are seeing
2:45:08 PM Shalabh_01103005 Jeff, you might have updated the address however we check the data from the address where the system was initially shipped to
2:45:29 PM Shalabh_01103005 The verification is only done from the address where the system was initially shipped to
2:45:39 PM You I’m glad I didn’t move a lot since I bought the system then!
2:46:11 PM Shalabh_01103005 Should I send the cd at
1413 N 21st St. Allentown, PA 18104-2503 address?|
2:46:40 PM You That would be a correct assumption…
2:47:13 PM Shalabh_01103005 Thank you for the information. Could you please spare me a couple of minutes to create a dispatch and provide you the dispatch number
2:49:49 PM Shalabh_01103005 Thanks for staying online with me.
2:50:24 PM Shalabh_01103005 Jeff, I have tried to create the dispatch and send you the cd however, my tools are not allowing to do that.
2:50:51 PM Shalabh_01103005 In this case, we only have one option
2:51:16 PM You I have been on here for 45 min. to get a download or a disk.. and it leads to this?
2:52:02 PM Shalabh_01103005 I do understand your frustration however since my tools are not allowing my therefore I am not able to create the dispatch
2:52:24 PM Shalabh_01103005 The link which I gave you earlier had a file named D1066100.exe
2:52:27 PM You could you call someone and just get the job done without me?
2:52:48 PM Shalabh_01103005 I am sorry, I did not get you
2:53:42 PM You Call, like in use your phone, to a person in charge of sending things (like disks) and say.. Hey, I can’t get a dispatch. Can you send this disk to this guy.
2:54:06 PM You The link is to the file that calls to create floppy disks
2:54:30 PM You of which I can not do
2:54:32 PM Shalabh_01103005 Jeff, you can download the file on the system and then burn the same file on a cd
2:54:51 PM Shalabh_01103005 Then you can use that cd to run the diagnostic on your portable system
2:55:06 PM You It needs to be bootable since the system can not come up!
2:55:38 PM You If I could just run it….
2:55:45 PM You I would not be talking to you
2:56:13 PM You Do you understand the difference between a data disk and a system disk?
2:56:28 PM Shalabh_01103005 Jeff, please tell me, when you power on the system, what happens. Do you see the Dell logo?
2:56:56 PM Shalabh_01103005 Okay
2:57:51 PM You The diagnostic disk that I have boots but it is for my desktop system, not the Inspiron
2:58:41 PM Shalabh_01103005 Okay
2:59:35 PM Shalabh_01103005 Jeff, I really apologize that I am not able to send you the diagnostic disk since the system is out of warranty . I even tried to make an out of warranty dispatch however my tools are not allowing me to do so
3:00:13 PM You what? I can’t even run diagnostics??
3:01:17 PM Shalabh_01103005 Could you allow me a couple of minutes to consult this issue with my supervisor
3:01:21 PM You yes
3:04:02 PM Shalabh_01103005 Thanks for staying online with me.
3:04:47 PM Shalabh_01103005 Jeff, I have reconsulted my supervisor for this issue and we do not have any other option except using a floppy to make bootable diagnostic
3:05:30 PM You wonderful, we could have saved 1/24th of a day by knowing this in advance..
3:05:40 PM You Where’s that survey, please?
3:06:16 PM Shalabh_01103005 I do understand that you will be frustrated however, I really apologize if I wasted your time
3:06:31 PM Shalabh_01103005 I was actually trying to help you out so that your issue gets resolved
3:07:27 PM Shalabh_01103005 However after reconsulting my supervisor, I found that there is no way, we can make the bootable diagnostic cd
3:07:52 PM You Yes, you were hired to do a job and you were not told about the things that you would be asked in the active execution of it.
3:08:32 PM You So it is not your fault.. It is those a Dell who decided that this is a good way to handle technical support
3:09:09 PM Shalabh_01103005 Actually , I would have send you the cd to get your issue resolved however since my tools did not allowed my, I was not able to create the dispatch
3:09:52 PM You And like I said before you have no avenue to actually pick up a phone and make a request. You are tied to your computer only..
3:10:26 PM You OK.. thank you for your hard work
3:11:05 PM You Goodbye
3:11:13 PM You Where is that survey?
3:12:11 PM Shalabh_01103005 You will get the survey when you will close the chat by selecting the “Exit” button.
3:12:22 PM Shalabh_01103005 Is there any thing else in which I may assist you with?
3:12:32 PM You ok good bye
3:12:35 PM System The session has ended!
Amanda:
I reccomend this website if you TRULY have a problem.
https://support.dell.com/support/topics/global.aspx/support/dellcare/en/outstanding_issues?c=us&l=en&s=gen
You can submit an unresolved issues form that will escalate you past the people in tech support that either: a. don’t speak a lick of English, b. are complete idiots, c. think you’re an idiot, or any combination of the afore mentioned. I am a student, too, so I can understand your anger with Dell. I went through similar problems (EVERYthing on my Inspiron went out and had to be replaced at LEAST twice except the keyboard). As I’m writing this, I’m writing on the replacement unit they sent me to make up for all the HORRIBLE things that went wrong with my original unit. Also, I think I saw that your unit is a about a month out of warranty? Mine was almost 5 months out of warranty, but, because the unit SHOULD have been replaced MANY repairs ago, they fixed the problem anyway. I will say, though, that the first person the unresolved issues dept. delegated me to… yeah, he was just as useless as the tech support people. HOWEVER, I was lucky enough to be re-assigned to Mr. Jeffrey Scully (you can see my entry concerning him above), who was MORE than happy to fix the problem.
Before you go join some class-action lawsuit, I encourage you to fill out the issue for first.
If you have any questions, please contact me at ellemc@gmail.com.
Good Luck!
Elle
well you cac add my name to the list nightmare of buying a dell since june and now its aug got runarounds cuser at lie too and told to tke my hare drive out i said no and refuse hugn they call back told them not to call again and been trying to send email to CEOkiven b rollins and call too no luckeither? on anything!lets had techs put in my dellxps limeware for music didnt have none!i loss 20 percent proghams my art work too half icons and programs and than my dell went down 4days nothy!call cumster service got runarounds still and want to leave Dell for good Ilost faith in dell complety for whats happen only them to say sorry but dontwant to want fix the laptop or for corparation to contact me when told they would yea SORRY right i brought dell and yes it was SORRY!!!!! but it was a DEll.
I have no idea what that was supposed to say.
Yea, I too have had my issues with Dell. Latest was a 4550 that a customer wanted restored back to original. In the process, I noticed that the bios was A000 or A001, so updated to the newest. It wiped the service tag.
Two calls to service later (three busy on 800) I was disconnected after spending the better part of two hours on chat/tel call with nothing resolved. I did figure out that a hanging device was the game port, but the support person was clueless.
The reason I wanted the service tag was the support application would not load, and, I assume that it was also the cause of the WP not having a valid serial #.
I used to recommend Dells to my customers, but this is the straw…. I’ve ordered or had customers order about 50-60 units in the previous six months, but that stops now.
Mikey, you lost my vote of confidence.
Hello, I’m Swiss and as you know, we speak German, French, Italian and Romantsch. In the School we all learn to type on a keyboard called “QWERTZ”. Those are the first top six letters for the left hands one the keyboard. In France the first six letters are “AZERTY” that means, instead of “Q” there’s an “A”. I didn’t know that. When I ordered my new Dell systems ($4’500.-), I was asking, if there is the often used French-letter “é” or “è” directly typable. The
Sales Representative (Mr. Matej Sestak) said, only on the French keyboard. Credulous as I am, I ordered a useless “AZERTY”-keyboard. Mr. Matej Sestak said after my exchange-question: ” Impossibly to exchange this keyboard, because I have confirmed this one”.
Dell, a company with good reputation world-wide, should not answer like that. In Switzerland we don’t have a Dell-Store. We can’t look with the eyes, what we buy. We only have to trust an unknown person on the phone. That’s OK, but if there is a misunderstanding, Dell should also show more co-operations.
I hope, these lines reach somebody, who can help me.
Four years ago, I purchased an Inspiron 4500, at no small price. It began having mouse problems and had to be mailed in for service. This problem kept happening every few months. In addition to that, I had to have my hard drive replaced at least 3 times. The keyboard was replaced several times. The service was O.K. at first, but as time progressed, my computer was at the service center for longer periods of time. My 4150 was definitely a lemon and they should have replaced it because of repeating problems. It was constantly in the shop. At the least, they should have extended my warranty for the length of time it was in their care. When the warranty was about to run out, the hinges broke and I sent it in for one last time. They kept it a couple of weeks and it finally arrived, tossed in an unpadded box, with a notice that it was not repairable. After contacting them, they told me they were going to send a replacement computer, which they did. It was a totally different model of laptop but I must say it’s still clicking along and I’ve had no problems with it. A few days after receiving the replacement computer, I received a phone call wanting to know where my original computer was. Luckily, I hadn’t thrown it out – I almost did. Now, why did they spend the money to mail it back to me, so I could return it to them? What a stupid, and expensive, way to do business!
In the meantime I had ordered an Inspiron 6000, knowing the original 4150 would be worthless after the warranty expired.
I love the computer but my hard drive went out a couple of weeks ago, right at the one year mark. After contacting tech support via e-mail, they told me they would send a new hard drive. That was on a Saturday. On Tuesday, it did not arrive and I e-mailed tech….no reply. On Wednesday, it did not arrive and I, once again, e-mailed tech. The silence was deafening. Three tries with e-mail and no response. I finally went to online chat, only to discover the hard drive was never dispatched. Wonderful service from a company that will NEVER get my business again. Over a week to get a new hard drive and a refusal by them to respond to my e-mails really burns me. I should have learned my lesson the first time – with the 4150!
Goodbye Dell – you are hopeless.
Oops – that was an Inspiron 4150!
Helen, sorry about the problems on the hard drive, deliveries and no responses to your emails. That should not have happened. Scott too and several others on this site. Ed, we are reading comments like this. In fact, we have a specialized team that reaches out to fix individual customer issues, and then goes back to look at where we made mistakes internally. We arent where we want to be yet, but we will get there. Just in last few quarters we have committed over $150 million to improving customer service, recognizing publicly that we had let issues like these get away from us. We have hired more staff, opened new support sites, retrained staff and are very focused on regaining our leadership by solving the custtomer issues the first time they call. Feel free to read additional information at our blog http://www.direct2dell.com. In the meantime, our team will try to reach out to several of you with recent issues.
I have experienced similar issues to the problems noted above so I will not bore you with my story, however I do have a question…
For the individuals on this board who were sent replacement systems, were the replacement systems NEW or REFURBISHED?
Thanks in advance for your responses.
Hi Tanya, might weant to follow up by checking Ed’s Sept 11, 2006 blog entry here: http://www.edbott.com/weblog/?p=1458
Hope we can sort things out
WOW! If I only knew before I bought my Dell. 10/9 I spent 2.5 hrs on the phone with someone who told me nothing that related to my problem. I requested a Supervisor only to get someone you can not understand. He told me he wanted to read the case#
s and he would call me back in 15min. to 30 min.; I gave up and went to eat after 45mins. I thought for sure a message on the phone, not even a phone call back.s to bad we can not let the public know how bad they truly are!I must say it
I wish I had seen this site before ordering my monstrous computer from greedy no-heart Dell. The ads look so nice, don’t they? What a joke (on us).
The only American I talked to was the one who took my order in the beginning. At that time I explained that I wanted a computer I could play lots of games on and I had to have Dial Up because I live in a remote area. The rep never told me that I might have trouble with downloads on a Dial Up which I found out after I got the computer. Not only that, but the thing freezes up and gives me error messages daily. Online games will not download. Many other sites will not download either. After at least 40 calls and emails to Dell (always someone different and very hard to understand), I finally did as they had planned and gave up.
But that is not the worst of it.
When I purchased the computer I signed up online for automatic monthly payments to be deposited from my bank account. This went on with no problem for 6 months. Then, suddenly, I started getting phone calls from their collection department saying that my account was past due and I was being charged late charges. It did not matter that I explained there had to be a mistake because my payments were on time each month through the automated system. I had proof from my bank statement.
After numerous harrassing calls, I was informed that the past due and late charges were the result of a Credit Protection Plan they “said” I signed up for by telephone. This was absolutely a lie. I have never and would never accept one of those gimmicks!
I have argued with Dell for the past 3 months about this blatant error on their part but they will not listen to me, insisting that I must pay for this charge forced onto my account without my prior knowledge and not only that but to pay the $39.00 late fees! My account has risen more than $100.00 in these fees.
One time I was directed to 3 different people to discuss this matter and after 30 minutes of leading me on I was told the real department I needed to speak with was not in because of a holiday. I was told that a supervisor would call me the following day at 11 a.m. No one ever called me that day.
Yesterday, I told one of the barracudas that I refuse to pay for something I never requested. I was then told that the extra charges were not just for the “protection plan” added to my account but also for raised finance charges which I knew nothing about.
This outfit is a scam and a devouring snake and I wish the public could be aware of it. I shudder to think of others being sucked into this atrocious operation.
I brought an Ispiron 5150 back in 2004, my first problem developed exactly 1 year after the warranty ran out. I had it into our local repair store, where I was advised that there was a problem with the mainboard power connector, this was the subject to legal action in the US. The tech at the store also advised me that the mainboard had been worked on previously, as I had brought the laptop “new” and had not had any work done it, this supprised me. It appears that Dell recycles refurbished parts through supposedly new equipment. So watch out folks