Currently I am having a wireless hardware issue with my Dell laptop over a month which is under hardware warranty and have the facility of getting a technician to the house. For this issue have been calling technical support each time the call goes to India and have worked with approx 25 persons during the last month , approximate total hours worked with these technicians close to 100 or over. I have used many different routers to isolate the issue

I am frustrated now and today alone spoke to 5 persons and spent approx 5 hours getting transferred from one to another to make them understand the importance of getting somebody to my house to check my hardware ( wireless card) as there is no point spending hours on this issue if the hardware is not in place. Unfortunately it is the Indian support that authorizes the US technician to come to the house and they fail to provide this facility . I have been trying to get a US tech support number but not successful , Is there any US tech support?
It is an hour’s job if the person came to the house against all the hours spent unnecessarily with the overseas support. Was the support COST EFFECTIVE ?

I have been a week and a half without access to the files on my computer because they cannot seem to get me a new power cable and adapter. HOW HARD CAN IT BE??? Maybe under the right circumstances this is a good product but for a home computer and if you rely on the files in it for work or anything important, DO NOT BUY ONE, it is not worth it. Believe me all Dell users will need customer service at some point and YOU TOO WILL BE VICTIMIZED BY THEM.

When I ordered my computer I did not pay for expedited shipping, it still arrived in 3 days. Pretty good service.

So far I have no complaints and will likely not call tech support much as I prefer to sort things out whenever possible myself.

I think you get better treatment if you buy through their business division rather than their home division. It shouldn’t be that way, but Dell is a major supplier to IT departments and they know on which side their toast is buttered.

I’ve personally owned about 8 Dell machines at one time or another, and have fortunately not had any major problems (touch wood!)

Based on all your comments, I will be making a summary of the main points and including it on Dell Computer Reviews.

I was so mad I got on the phone and called, refusing to hang up until I found someone who both cared about my situation and was willing to help resolve it. An hour and 45 minutes later, I did get on the phone with an American gentlemen (thank God). He did in fact help me, meeting my demand that the only way I would proceed with the purchase was if they reimplemented my original order because I was not willing to take the time to input it again.

Today, I tried to order another laptop for a new employee only to find my business credit line was not available The advice I got from the representative in India was that “my #10,000 credit line was still open but that this order could not be approved because of my credit.”

This time, I won’t bother to try and find someone who cares because I no longer do. There are countless numbers of places to buy computers from.

A blog could never really demonstrate how much I hate Dell as a company and how amazed I am they are still in business.

Now in one of the mails, I mistakingly used very bad language as I was not getting any replies from them mentioning “heroine” and “fucking” don’t ask why and I know it may seem stupid.

Now they have taken this is their favour and told me they would ‘not provide me any services in the Future’, what could I do??

You say Apple is good?

Finally after repeated complaining got Dell to admit drive was defective and agree to replace a system still under full warranty. Dell only offered to replace the drive and wanted to send a tech out to complete this replacement. Since my machine was under full warranty, I want the computer replaced with one loaded with the same operating system [XP] and the software originally purchased. Dell refused.

Wrote a letter to Michael Dell and to the VP of America and SHIPPED the computer to TEXAS Corporate Office. Computer returned to me without anyone at Dell opening the box or checking the system. No response directly. Days later got a call from the Escalations Dept

Replacement Inspiron 530 received 7/2008. A refurbished machine was sent UNLOADED with different specs designed only for VISTA OS with none of the original software purchased with the original machine. Dell refused to take the computer back and pre-load or to send a machine to me with the same specs as the original machine preloaded with XP operating system and purchased software that I bought in September, 2007.

Received VISTA OS CD and Drivers CD with replacement. Tried to load the system, system would not load following software prompts. Driver CD scanned and reported “No Drivers Found.”

Replaced my internal 3.5 floppy with an external 3.5 floppy drive. Replaced MS Office. To date have not received Photoshop or Sonic.

Dell Escalation Dept will only resolve this issue by having a tech call me and walk me through loading the operating system. They refuse to take back this computer and pre-load it or to send out a Dell tech to load the operating system. They also refused to send me a machine that is compatible with Windows XP and are forcing me to load VISTA onto my system.

As you can guess… THIS IS MY LAST DELL PURCHASE. FROM HERE ON OUT, I WILL BUY FROM SOMEONE WHO:

1. Stands behind the products they sell; not issue a warranty that wiggles out of responsibility to give the customer what they paid for and deserve.
2. Values customers and makes an honest attempt to resolve their issues in an equitable manner.
3. Has a knowledgeable tech staff that actually listens to the problem, give solutions for the specific issues, and when Dell is at fault, works to make every attempt to give the customer a quality working computer; regardless of the loss to Dell.

I WOULD NOT RECOMMEND DELL PRODUCTS TO ANYONE.

I just returned a call regarding a pending order and was transferred 9 times and disconnected twice, only to never get actually find out why they had called me. In my case, I just decided to cancel the entire order ($800) and buy from somewhere else. How many THOUSANDS of other customers are out there just like me? Unfortunately, I am also a Dell stockholder…

While I am the first person to agree that some customers can be too demanding and unreasonable, the sheer quantity of negative Dell posts on the internet, coupled with my own personal experiences, clearly show that the problem lies with the company, and not the customers. Top management should be listening and reacting, but it appears that they could care less.

Mr. Dell, when your company files for bankruptcy, and you see your own personal net worth and earnings plummet, please think of me and all of the other customers you choose to treat poorly and ignore. As an entrepreneur, I know that somebody else will step up to take advantage of the business you are losing, and by then, it will be too late.

P.S. You can read more about my poor customer service experiences with Dell in my next book and TV documentary (think Michael Moore style).

Dear Dell,

We are a small company that has approximately 40 Dell computers. However, after the recent experience I had trying to get one serviced, I am sorry to say that I will no longer look to Dell for our computer needs. Although we are a small company and this decision will have no impact on Dell’s bottom line, I thought you should be aware of the problems we are having as I am sure others are having the same problems.

Our problem started when the monitor on a Latitude X1 laptop went out. I called Dell on 4/14/08 to inquire about sending it in for repair and after being transferred several times finally spoke to the right person. I was told the price for the repair, which I agreed to, and gave my credit card number. I was then told I would receive a box and instructions, probably the next day, to send the laptop in for the repair. The whole process, with being on hold and transferred several times took approximately one hour.

On 4/17/08 I again called Dell to explain that I had not yet received the box. After more hold time and being transferred, I spoke to someone that told me the box had been shipped and received. When I informed them that it had not been received, further investigation showed that it went to an address in Texas (I’m in North Carolina). The representative apologized for the mix-up and assured me I would have the box the next day. Total phone time was approximately 70 minutes.

By 4/21/08 I still had not received the box so I again called and again went through the same procedure with the same result and another almost hour of wasted phone time. Again I was promised the box sent next day.

By 4/28/08 I still had no box so I sent an email to the conflict resolution team to see if they could help (copy attached). I did not hear anything back until 5/07/08, one and a half weeks later! After exchanging an email to get shipping and contact info, I was told that I needed to call the same number that I had previously called three times to arrange for returning the laptop. I was told that the delay was because I had not done so!

I replied to the email explaining that if he had bothered to read the original email I sent, which was still appended to the bottom of his reply, that he would see that I had done exactly that on three previous occasions and I refused to do it a fourth time. He replied back that the problem was a mistake by a previous technician, that the problem had been corrected, and that the box was on its way as we speak and he would send me a tracking number within a couple of hours. I never got either the box or the promised tracking number.

At this point I gave up on Dell and decided to try to have a local computer repair shop fix the laptop. Meanwhile I got my credit card statement and saw that Dell had no problem charging the correct account for the repair (approximately $500). I contacted Dell accounting explained that the laptop was never sent for repair and had a credit issued.

The repair shop replaced the screen but had to replace another component and could not get the correct part. They eventually gave up and said that it would have to be sent back to Dell for repair. They sent the unit back (not sure how they managed) and eventually was told that it was repaired and shipped back on 6/16/08. We called to get a tracking number and were told that they couldn’t find the unit. They could track it to Chicago but had no idea where it went from there.

We called this morning, 6/30/08, and were told that it shipped on 6/26/08 and we should probably receive today and were given a tracking number. After checking the tracking number ourselves, we found that that number showed the unit being delivered somewhere in Chicago. After contacting DHL, we discovered that the unit was returned back to Dell in Memphis on another DHL tracking number and had been received by Dell on 6/26/08.

We again called Dell (exact same number we had spoken to 30 minutes earlier and gave a different representative the exact same information given 30 minutes earlier) and were told that the unit was in the warehouse waiting to be shipped (waiting for what I don’t know). Why the first person did not have this information I don’t know. We verified the correct ship to address (again) and were told it would ship, but probably not today, even though it was mid morning.

At this point we are keeping our fingers crossed that we will receive the laptop some time this week although I’m not holding my breath thinking that the repair will be done correctly. To date I have spent probably 10 plus hours on the phone and email trying to just get shipping matters straight which at my billing rate amounts to about $1500 lost revenue because of Dell’s incompetence. It would be nice if my repair bill was adjusted to reflect some of this aggravation.

In closing I just wanted you to know about some of the problems at least one of your customers is having. I can’t believe I am the only one.

Sincerely,

JVJ

So I will like to thx dell for my new compy Heater and wordwriten “thing”