As soon as I started using the laptop, I noticed that the touchpad was “jumpy”. Yesterday however, it was completely erratic. I called the technical support yesterday, and reported “touchpad moves too fast as time, and on other occasions it doesn’t budge”. The support rep. determined that this is a faulty hardware, as the touchpad behaves erratically [more] when connected to power-adapter.

Since then it has been an uphill battle with the customer service. I have been on the phone call for over 3 hours and 15 minutes. This excludes the time spent in diagnosing the problem. I was transfered from “technical service” to “customer service” for at least 5 to 6 times.

Meanwhile, I was also pitched “extended warranty” and “personalized service” for an “extra charge”. I really don’t think, I should have to pay more on “peripherals” like these, on a brand new system.

Here’s the kicker….”if the system you have purchased is older than 21 days from the date of invoice” it cannot be replaced…. and thats in the fine print.

They took 2 weeks to ship it to me. So I have about 7 days to decide ???

I have spent over 1200$ in buying this laptop. I really don’t want a “refurbished” system for that kind of money. I would ideally like to get fully refunded or fully replace my machine….. do you have any advice on how I should tackle this problem ?

Thanks & Regards,
AAP

Dell will figure out for itself the most effective communication channels for improving its customer service – and a blog might be one of them. It might not. But it sure as hell doesn’t need to pander to you.

give them a chance!

p.s. the French and the Brits took about 400 years to agree and built a Channel Tunnel.

Don’t worry. I’m on your side (and there are many of us).

I cannot help but feel that those who defend DELL have not had the opportunity to:

1. Communicate with the “infamous” Customer Service Centers in India (and, on certain occasions, be verbally abused).

2. Own faulty DELL Products and received no help from the company whatsoever.

Until one of those two things happen, a person cannot fully understand and be sympathetic towards “our collective plight.”

There’s absolutely no way for you to know that they haven’t been doing exactly that.

Quit being so annoying man. Get a life and get over Dell you loser. Your like some guy who cant get over a girl who dumped him. Seriously dude find something else to do. There’s more to life then just hating Dell. If you keep doing this crap you’ll probably end up in Dell Hell. Quit being a dickweed

One good place for Dell to check ‘real’ customer comments would be at http://www.resellerratings.com. They have a lifetime rating of 4.37 / 10, a 6 month rating of 3.75 / 10.

It wouldn’t be that hard for Dell folks to monitor sites such as that and respond to negative posts. People will often soften their negative reviews if someone will just take the time to talk to them in person. Also, they’ll see what the complaints are all about and may be able to set up some processes to fix them, if they really care.

Um, Jeff? It’s not like you’re exactly being Mr. Congenial yourself. What’s good for the goose…

I know they done you wrong, but give credit where credit is due. Like Microsoft, Dell is making patient but important strides in overhauling their corporate communications and promotion model. Homeostatis is a powerful force that holds human beings and companies to the status quo. Give ‘em time to adjust to this Brave New World.

First of all, labeling those who disagree with you in a particular instance as “contrarian” suggests that they are disagreeing with you just for the sake of disagreeing with you.

I can’t speak for others, but for my part, in this particular instance, with all due respect, I genuinely disagree with you. Isn’t that what open conversation on the blogosphere is all about? To label disagreement as contrarianism can come off as a rhetorical device unless it’s substantiated.

Now, as to the facts of thise case — Dell, has much of the blogosphere (contrarian or otherwise) out in force defending them against the criticism that you and Steve put forth. Everyone — including Dell — concedes that they still have A LOT of work to do, so there’s no disagreement with you on that score.

But for the first time, the blogosphere is defending Dell rather than trashing it — I’d say that’s a pretty darn good right out of the gate, wouldn’t you?

Minutes later, I got a non-delivery report to my email address. Brilliant.