No More Dells For Me

3/2/2009

I had a Compaq computer for 12 yrs. Never had ONE problem. I decided 2 years ago to upgrade. I bought a Dell because we had just purchased Dells at work...I thought they were good. Big name, etc. It lasted two years without problems..big whoop. I had to pay 50.00 to talk to a freakin' tech. They sold me an extended warranty without telling me it wouldn't cover the problem I was CALLING ABOUT. After holding 15 mins. a tech I could barely understand told me it was the video card and motherboard. I hang up. A tech calls back and tries to walk me through the problem, tells me that it's the video card and says he'll send a tech out to replace it, then he sells me 2 1gb memory sticks.

The tech comes out, puts in the video card and says it needs the new motherboard after all. Also, he tries to put in the memory sticks and says their defective and to call Dell. Yeah, I call Dell, they say they don't have any more in stock (although the on-line site says they do) and I have to call back every three days (and wait for God knows how long) to check if they've come in. Oh, and I was informed that I have 21 days to return them or I can't. I'm pissed. If they were worth their money, they'd order them for me to be sent when more come in.

No...they don't work like that. Oh, they kindly told me that if I want to PAY MORE MONEY, they can actually assign me an AMERICAN tech to speak to when I have issues. How nice. NEVER, NEVER will I purchase another Dell product. People, this is why Americans don't have freakin' jobs.

I Am Done With Dell

2/25/2009 Pelham NY

That's it I am done with Dell, I have been calling to resolve an issue 3 times on hold 53 min and disc, then 44 min and disc, then 22 min and you guess it disc. I had 4 Dells now 3. I would not get another one if they gave it to me. I just spent a whole day with them getting nothing done.

You geeks in your ivory tower take notice and keep sending your jobs overseas, because no one here is interested anymore.

"Gold Service" - Total Rip-off

1/8/2009 Round Rock TX

I leased a Dell laptop in Dec 2007. Six months into it, it began to crash (blue screens) repeatedly. In Dec 2008, I spent HOURS with the "gold" service tech (who was also amazed at how long it was taking) re-installing the drivers. Two days later, problems re-surface. The computer won't connect to my wireless router (never a problem in the past) and yes, another blue screen. When I asked to have the system replaced or refunded (I fit criteria for a problem more than three times) Dell's answer? No. It took me three days and repeated calls/emails just to get them to send a technician out. Gold Service? Yeah right.

Run away from Dell. Fast.

Tech Support

7/27/2008 GA

My computer was inoperable and I called Tech Support. I went through the many procedures they required me to do. It was very hard to follow their instructions because of their accents, however I did continue trying. My computer was covered by an extended warranty but I did not expect someone to come to my home to work on it until I had gone through several steps to check out the computer myself. This procedure went much too far however. It got to the point where I was required to take the tower apart. Then they had me removing components I don't think one is supposed to touch with the bare hands. They then required me to go find a screwdriver and take the computer apart even further. I looked for a screwdriver but I could not find the correct size. I finally had it and refused to continue any further. I requested to talk with managers and they said they could not help me unless I did all they were asking me to do. I kept telling them that I needed a person to come to my home because I did not have the proper tools or expertise to take my entire computer apart. After talking to several people they finally agreed to send a repair person to my home and they ordered a new mother board. My computer sat in my floor in several pieces until they came to my house.

I have bought 3 Dell Computers because it was my understanding that they had good technical support. My experiences in the past have been good, but the company has changed. I will never buy another computer from Dell. My husband recently bought a new computer, but he did not purchase it from Dell. We will get our tech support from a local company from now on. I am spreading the word about Dell Computers and their technical support.

Dell Technical Support - Worst Experience of My Life

5/15/2008

I have recently had the worst experience of my life with Dell technical support. Almost 3 months ago, I bought an Inspiron 1420 notebook with the best warranty I could buy. Two months later, my computer crashed. It has been one month since my computer crashed and my non-working computer is still sitting here in my house.

I have spent at least 7 hours of my time on the phone with Dell "Technical Support" -- which I think is in the Philippines. I was made to go through hours and hours of diagnostic testing with individuals I could barely understand. Frequently I had to call back so I could actually speak to someone I could understand. Every single time I call, I have to start from the beginning with my problem, despite the fact I have gone through this process with everyone before and they are allegedly putting together a log of all calls. No one has been able to help me. I have gotten a lot of "ma'am, I understand what you're going through....I would feel the same way." I think they are trained to say things like that to belligerent people. Admittedly, I have become one of those people after wasting many nights now on the phone trying to speak with someone who can fix my problem.

I finally talked to someone who pulled my computer in to fix it. It was returned to me -- with the same problem. I had to spend another 3 hours on the phone with someone I could barely understand, with no authority to fix my problem, who wanted me to spend another 3 hours to run additional diagnostic testing. I flat out refused this time. I have still not talked to someone who has fixed my problem. This is completely unacceptable! I would never ever buy a Dell again. This has almost cost me my sanity.

Dell The Indian Nightmare!

2/5/2008 Dallas TX

It started on a nice day in October here in Dallas when I got a bonus check and thought I would buy my daughter a new laptop. (Stupid stupid stupid) so I pick up the phone call dell should be hell. And ordered her a nice laptop put it on my charge car told the rep who could speak fairly good English felt like I was dealing with GE medical though. But since they were not GE (i am in medical repair) I should be ok! The rep says "computer will take 2 months to build" basic computer no bells or whistles standard DVD not a burner. I said ok just as long as I have it before Christmas. Well time passes. I get it the 23rd of December! Oh boy open it up take it out fire it up and........ No screen. Call hell oops I mean dell get another Indian (I do not hate India they need to work too.) He transfers me to someone in tech service he instructs me to take the laptop apart check the cable to the screen and behold still no video! So he issues an RMA number(case) I get my box! Give it to my DHL guy he takes it away I wrap up a 3x5 index card tell my little girl well I got it but!!! It was broken from the factory! She looked at me and said" it's ok dad we will get it soon right?" Sure dear I told her. Next two weeks were hell for me. Calling checking waiting explaining then finally on the 10th of January! I get it!! I was done cursing dell! Wrong!!!

The person wrote on the repair sheet other reseated LCD cable!! I had done that before and if the tech had read the notes in the file he would have seen that the tech on the phone had already had me do that so I called them back up said it did not work they send me a box I ship it back and on the 15 of January I get an email with a tracking number saying it was again on its way I call DHL and they say" a tag was generated but not scanned into their system." I get back on the phone with hell and they say" oh it looks like we have lost your computer. In India again! Really at the Memphis repair center I have the address if anybody needs it. Needless to say I cannot get in touch with anybody in the us to tell me why I bought a "new" 1501 computer and now getting a refurb unit now the 1501 is not made anymore so dell is going to look in the trash bin to find a used unit to send me instead of saying we will send you a new updated unit to replace yours! I hate dell I hate them!!!

So if this guy Michael Dell reads this stuff I would like to say to you that I have always thought high of your company and I am going to pate this to every hate dell site I can find and everywhere somebody buys dell computers.

Great Service

11/28/2007 Salt Lake City UT

I have read the complaints about Dell service, but I am very pleased so far.

My new Inspirion 530 had one minor problem right out of the box, it kept rebooting even when shut down was chosen from XP. After about 30 minutes on line with Dell support they decided to replace the motherboard and the power supply.

Two days after this determination a service tech showed up and replaced them!!! Problem fixed!!

I have never waited more than 20 seconds for a tech to help me with any questions and/or problems I have had using their "Dell Connect" feature.

The

9/29/2007 San Diego CA

I bought the extended warranty. "In home" repair according to Dell, is that I sit in my home on the phone with a technician for up to as many as four hours per incident for a year and half and still I get the blue error screen! They refused to replace it and refuse to come fix in in my home. I am still paying for this Piece of Crap! I have been paying more then the agreed payment as I want this bill paid and this company out of my life. I recently was told my interest rate was raised to 24 plus % because of my credit rating!!!!!! I have the same rating if not better then when I opened the Dell account and bought this computer! My computer has never worked correctly. It came to me with a bad d drive. They did come to the house and fixed that.

I am so disappointed with Dell's Warrenty and it's creative wording so as to make one think that THEY WILL SEND SOMEONE TO YOUR HOUSE to fix problems! Do not waste your money or TIME on Dell unless you have time to fix your own computer with the help of a tech! I said "repair services" when asked "what is the problem?" because "ALL OF THE ABOVE" wasn't an option.

Rosemarie Janssen
San Diego, Ca.

Technical Support Sucks

5/15/2007

We have gone through numerous phone calls, some lasting 2 hours - to no avail - no service, no solution to our problem and WRONG INFORMATION given to us.

We had to return our Dell Inspiron 1100 Laptop back twice - after talking to the inept technical support people (4 in total; maybe 5 different individuals) and AFTER letting us know our Laptop was being worked on the previous night - today we received our laptop - guess what?? Not fixed, never looked at.

Dell's technical support/repair service department both suck majorily. Try to talk to an individual on the phone - can barely understand them - they have no clue as to what is going on even after giving them case number and other relevant information.

My advice: DO NOT BUY DELL (And we have 3 in our family)....NEVER again - I will do research to find the best computer company to deal with....never again with Dell.....

If you have experienced problems with service, I would HIGHLY recommend e-mailing anyone you can on upper management level; mail letters to them with your complaints - I am - to the different departments and to the attention of the President of the company...maybe they'll get the letter, maybe they won't....someone has to listen.

Thanks for letting me rant/rave about our poor service we received from Dell. For a simple problem - overheating....yeah right.

Bad computer bad customer service

2/2/2007 Tacoma WA

I got a brand new dell for christmas unfortubatly it doesn't work yet, I have spent HOURS and HOURS on the phone with them and IT STILL DOESN"T WORK. It would also be helpful if the service people spoke and understood english. oh and by the way i got no credit and still had to pay my monthly bill?!

Hardware Technical Support

12/9/2006 TX

I liked my new Dell Insperon E1505 until it ceased to operate after 5 months. Now, I have had first had experience with Dell’s deteriorating hardware Technical Support. I have talked with 7 different technical and customer care representatives for 5 hours on two continents (India and US), who cannot resolve my problem in a timely manner. My support contract calls for “Next Day� on-site support. However, the two technicians and supervisor I talked to in India said the on-site support representatives could only replace parts and not diagnose problems and they could not identify the defective part. I would have to send my computer into the Depot for repair and I should have it back within 5 business days. After problems with DHL picking up my computer (a fiasco worthy of another negative review), I got the computer to Dell’s Depot in Tennessee on the second Business Day. An automated phone message from the Depot said it would be a 10 business days repair. Thus began my odyssey of talking to Technical Support and Customer Care Reps who cannot solve the problem of getting my computer back working in a timely manner. The latest US Tech support supervisor rep said it would be up to 15 business days (3 weeks). To speed things up, the supervisor said he could have it sent back to me broken and he could identify the part so an on-site person could install it (what I wanted to begin with). However, he could not get my computer returned to me broken for another 5 Business Days (and two weekend days). So I won’t have a working computer for another two weeks. I am so angry at DELL technical support that I will never buy another Dell Product.

Tech support nightmare

10/10/2006

About a week and half ago my cdrw stopped writing. None of the programs recognized a writable drive. Mistakenly, I started with the "online chat" which is a joke. After over two hours online, I was given ten minutes of useful info. I did the tests required to go further and the next day I used the phone support (I'm still under warranty). After about 20 minutes, the support person said they would send out a tech and would send me the cdrw drive for him to install.
The tech arrived when he said he would, and installed the drive. He asked about a noise coming from the dvd drive, and the fact it opened and closed by itself. Additionally, the new drive ALSO wasn't recognized- so nothing changed.
Here's where the real nightmare starts: He ran some tests and determined that there was something wrong with the Bios. He called Dell, as he is required to do, to report. They ok'd the new dvd drive, but balked at a new motherboard that the tech said was needed after his tests. The Dell person on the phone talking to the tech said it was a software problem caused by Sonic software that was installed on the computer by Dell. He was told to leave, as he was not allowed to do anything pertaining to software. They gave me a phone-in software number to call.
The next day a dell rep called and said they were supervising the resolution of my case. He said that the phone support number I was given for the software is a pay support number. I told him I wasn't going to pay a damn thing, and he interrupted to tell me he was calling to let me know he ok's the new motherboard in addition to the dvd drive. We made an appointment for 6:00 pm Oct 5th for the tech to come with the parts for installation. On the 5th no one showed up, and no one called. The next day a different "supervisor" called and asked if the new cdrw drive resolved the problem. I said no and explained in a detailed manner what had happened. He said he doesn't see anything about a dvd drive or motherboard on his records. I explained that as I had already wasted several hours getting to the present point, I wasen't about to waste several more, and that he should trace, on their records, where the case stood presently, including the visit by the tech and the subsequent contact by the other "supervisor" and to call me back when he actually knew what the situation was. He said ok.
Several days later, and at least ten emails along, I have not recfeived one response from Dell at any level. I have filed complaints with the California Dept. of Consumer Affairs, the Austin Better Bussiness Bureau, and informed by email (though I doubt it will get that far) the Dell board of Directors.
I seriously advise prospective Dell buyers to carefully evaluate their choices. This is not the first time I have had serious problems with their technical support system. Buy Dell at your own risk.

Technical Support Needs Improving

4/11/2006 13492 NY

Their Technical support needs BIG IMPROVEMENT! You have a warrenty and yet you ae playing tenician and trouble shooting over the phone when everything is Greek to you. They decide what part you need (mother Board) then send a service repair man to fix it BUT when he leaves computer is still not working as it needs a power supply switch. Been a week and computer still not working. Come to find out you have to call Dell all over again and trouble shoot for the power supply switch for the repair man to come back again. Their own repair man said it needed a power supply switch and yet I have to go hours on the phone with hassle and rudeness just for them to say it's the power supply switch.They were told from day 1 it was the power supply switch as it happened 1 week after the computer was delivered. A repair man paid by Dell should be able to order a part after looking at your computer instead of the customer going through all that trouble and time trouble shooting again for a part that was bad from the beginning. I asked to talk to a superviser and did not get one, I also asked for the repair phone number and also did not get that. What ever happened to the phase the customer is always right and what is a warrenty for when you are playing tenichian? They need to clean up their act as from my expience I would never send any one there to buy a computer. They don't even follow up when a repair man does come to see if everything is running good or if he even came. This computer was bought in January 06 and am ready to ship it back!! Customers Beware Of The Tenical Department and pray nothing happens to your Dell Computer!!

More Waiting, Less Tech Service - Dell TOPS the List

4/3/2006 Old Hickory TN

I ordered an Inspiron 6000 back in late July 2005. As part of my order, I upgraded the screen on the laptop to a 15.4 inch WXGA LCD Panel (this is supposedly a clearer screen for laptop on screen presentations). Unfortunately, within a few weeks, I began a very long, long meandering journey through the torrential HELL that Dell calls "Tech Support" based in India, Malysia, and other countries where the nationals speak broken English and adopt American names.

My ride began with a different problem than the ones commented about on this blog. However, during that very first conversation, I asked why my "upgraded" screen was "pixilated" -- the words and many graphids/photos appeared distorted and unreadable. When I mentioned this to the rep, I was told, "Well, that's just how that screen is." Unfortunately, 8 1/2 months later, it is STILL NOT repaired. From that initial phone call, reps have argued with me, refused to give me information, refused to pass me on to their supervisors, etc. It was all I could do to stay on hold for the hours and hours that I have had to wait for someone - anyone - to answer my calls.

To make this very LONG story brief, I continued to call about the screen. One rep took me through a trouble shooting process, and found no problems there. He transferred me to software support where I was expectd to pay several hundred dollars for the help they provided. I was NOT about to pay for tech support for someting that was internal. I called back again, waited more and more, hung up, called back again, waited longer - the process was repeated over and over again.

I finally got another rep who took me through the exact same trouble shooting procedure that I'd already gone through. He did finally admit that I needed to have something changed out. They sent someone within 48 hours, but the "repair" never changed the screen at all. I called back, and the rep wanted to go through the same trouble shooting exercise again. I refused. I called back again - same thing.

Finally, after waiting on hold over and over again, I refused to call back. I decided now that I'd send the computer back and just demand either a replacement OR a refund.

The lid is now loose, the CD drive doesn't always open, the finish is coming off of the keys, when I "chat" online, the pop-up blocker warning appears (even when the pop-up blocker is OFF), etc., etc. More and more of the same.

I really wanted a Latitude, but was told by the initial rep I talked with that I could not get one because they were built for networking systems. I loved my Latitude at my last job, and had nothing but positive experiences with it. But, because I wanted it for "individual" use, they pushed me to buy an Inspiron 6000.

The service was and still is, crummy. The wait times are sheer torture. The reps cannot speak English very well, and they refuse to answer the questions they are asked.

I finally met an employee here in town that is a manager in this area. But even he could not get me to an English speaking rep. He says I have to call them back to get another service call, then MAYBE something else could be done IF the service techs they sent out were unable to repair the problems. He is NOW telling me it's a possible VIRUS or keyboard problem. Whatever it is, I need the computer repaired.

I am at the point where I plan on packing up the Inspiron, sending it back, and HOPING that they will respond positively. I spent over $1600 on this computer and feel very cheated by this system and the poor service that Dell supplies.


After numerous contacts with Dell, I WOULD NOT EVER BUY THING from them. It is totally AWFUL. My next purchase will be a Sony VAIO computer - with AMERICAN tech suppport based in Florida.

Poor Quality, Poor Service

3/29/2006 Honolulu HI

I am a long time consumer and fan of Dell Computers going back 15 years and about 3-4 PCs and recommended 2-3 to others. I bought a Dell Dimension 4800 a little over a year ago back in February 2005. I extended my service contract to 2008. The first problem came up 1 month later with a replaced motherboard after my PC showed symptoms of a HD randomly seizing. At that time, tech support kept recommending I reformat the drive and reinstall everything from scratch. It took a LONG time to diagnose this problem. The 2nd problem occurred 2 weeks ago when the power supply started showing problems. They tech couldn't decide what to replace and decided to send a power supply and video card. I told them to send to parts to me, they send send it to the on site technician. The power supply is replaced, but the video card is the wrong part. They re-send the video card - 2 days later I get a box with the same wrong part. Its been 1 week without a working computer. I contact the same technician that I've been working with for the past week. They promise to call me back in 30 minutes to verify the right card is sent... no callback after 2.5 hours. Finally, I call another dell tech. They promise to send the right video card again - I tell them to send it to me to verify its the right part. Today I'm told they sent it to the technician again ! I go down to Costco and get a HP desktop.

I've worked with Dell Tech support for years and years and only now that I've noticed their impeccable and reliable service has gone so far downhill, I won't even count on a using the repaired Dell desktop for my primary tasks anymore. Not only that, the reliable Dell desktop showed a troubling trend which I can't rightfully recommend to anyone, anywhere, anytime. Its a very disappointing fact, but I guess life must go on and I guess I must as well. DO NOT invest in Dell Computers in either its product, service, or its stock until they can fix their house... and soon.

Dell customer service/tech support

3/25/2006 VA

I purchased a Dimension 3000 in July 2005. In September 2005 my sound became garbled and distorted. I contacted customer service and was switched to tech support. They keep you on the phone or on line for hours. The last time I called they told me to completely uninstall all my software including the operating system (Windows XP). I am not a technician and I told him I was not comfortable doing that but was assured he would be able to help me. After you make all the changes in the configuration, and uninstall everything they leave you hanging. You don't know what changes you have made and then you find out you don't even have the correct CD's to reinstall. Their customer service is a joke and the tech support is even worse. I paid for a warranty through 2009 but everytime I call they tell me it is a software issue. They won't send anyone to check it out even though I was led to believe I paid for that service. You never get to talk to the same tech twice and you are constantly telling someone what you called for, what you already did, and then you are put on hold forever.
I have been on line with them for a total of over 20 hours trying to get this issue solved and they finally had to the nerve to tell me when I complained "if you don't want our help take it to Best Buy and get it fixed". What a ripoff. I will never buy ANYTHING from Dell. They have no customer service and their tech support is horrible. Now I am stuck with a $1400 computer that I have to pay to have repaired!!!!! And they don't care. This has been the most horrible experience I have had as a consumer.

Poor Customer Service and Bad Computer

2/1/2006 Atlanta GA

I am very disappointed in Dell. I thought that I was purchasing with a great company. It is a terrible company that owes me a great deal of money. They sent the wrong computer first and foremost. When I requested the correct computer, they stated that I had to send the one back that I had at a charge to me.

My motherboard failed twice.

Customer service is terrible. I hate having to speak with representatives that I can't understand and don't understand me.

I've spent over 10 hours on the phone with representatives who hang up on me and constantly transfer me back to a blank call que.

My computer still does not work.

They refused a settlement through the BBB.

I was given to a Senior Agent Mark. L. Smith, who did not return any of my phone calls or emails.

Do not waste your time or money with Dell. This company should be closed permanently.

Dells 24/7 Next Day Service Contract

1/28/2006 PA

Feb. 2005 I purchased a Dell because of their "At Home Service Contract. Yes, I know now I was foolish.
When the motherboard had to be replaced with in a week a service tech came out, but I noticed or (was it my imagination ?)that the laptop keyboard looked bowed or warped maybe it was designed that way? Raised by the power button? But then I noticed that on the side the casing is not flush and there is a gap above the DVD slot. Now my space-bar does not work. So I made that dreadful, frustrating, time consuming service call. After 45 min I'm put on hold only to be hung up on,so I start again. I ,of course ,am connected to some foreign land and told by heavy accented "Nelson" that I have to wait for a box and ship it. Now politely I explain to "Nelson" No.. no..I purchased an extended "Next Day At Home Service Contract", for a lot of money. NELSON says, "No...Mrs....we send box and you ship it, we do not know what is wrong so must be sent to us, service tech can not come out because he does not know what part to bring." My reply to dear NELSON was for tech to bring them all. He was astounded that I would even suggest this. ALL the parts! I believe he thought what else would you expect from a woman. My comment to not so diplomatic Nelson was
it's a thin lite laptop, the parts can not be any bigger then what I already own. He still will not send someone out but will send a box , and I will be without a computer for at least another two weeks! So much for honouring a contract, maybe in his country they don't?. What really irks me is some foreigners deciding whether a contract between US citizen and an US company should be honoured. It's been over a week and I still have not received Nelsons shipping box, nor has Dell respond to my email or called.
Thank goodness for ON-Screen Keyboard!
I will never buy a Dell again! Plus I will share my story to who ever has the unlucky ear!

If I take Dell to small claims court do you think I Dell would send Nelson? It would cost them more in travel expense then what my laptop did!
Something to ponder!

Purchased Onsite Repair

12/7/2005 Acworht GA

I just today received a reply to a cry for help over a month ago about "Next Day Service" that was over a week old at the point of the complaint. They are telling me they will now look into repairing the computer. Yet I paid extra to get NEXT DAY SERVICE IN MY HOME!!!!
____________________

Dear Darrell HXXXXX,

Kindly accept our deepest apologies for responding so late I understand that you need assistance regarding motherboard dispatch and this issue has been assigned to me under case 115410545

Please let us know the date and time when we can give you a call back.

Rest assured that we would handle this case until it is resolved.

You can also contact our Technical Support by calling 800-822-8965, selecting Option 1, and entering 7240444 when you are prompted for the extension. One of our representatives will be happy to work with you to resolve your issue.

If you do not need any further assistance, please reply to this email so we can update your case accordingly.

Have a good day and thank you for choosing Dell.

Sincerely,
Melissa Mayor
Rep ID: 0153831
Americas Client Service

DELL HELL PART 2

10/25/2005 Bayside NY

Since my last review nothing has changed except Dell sent me a new tower and the hard drive was configured WRONG. Wrong operating system installed and they wanted me to install the correct one! This situation gets more insane with each passing day. These people just cannot seem to get it right. I could have built 5 new computers with all the service calls and parts these people have sent me. I remain in Dell Hell. I'm sure Part 3 will be coming soon.

Hard Drive Failure

8/24/2005 san jose CA

I just recently bought a 9100. The case was great but after a few weeks my Computer would have random shut downs. I called tech support and did spend quite a while on the phone and they figured it was a hard drive problem. They over nighted a new hard drive and had a tech come over and install it and everything works great now!

Dell Computer Service is for Pigs

4/1/2005

Dell Tech Support is the worst I've ever seen. I have talked to Level 1 and Level 2 Management and have not gotten any help at all for repair of my Dell Inspiron 1150 which still under WARRANTEE. There stupid excuse is that they do not have the parts for my computer, and they will not pay for shipping on my computer or ship any parts to repair my computer. My Dell computer broke down within the first 9 months and I have had problems with it even within the first months I purchased it also. I will never buy another Dell Product in my whole life and I

Contract repair service stinks

3/26/2005 conway AR

I bought a Dell Dimension 8300 desktop model last Feb. About two weeks before my computer had its first birthday it died. Both hard drives crashed and burned. I purchased the in-home repair service for one year when I bought the computer. Well, I should have known when Dell shipped all of the call centers to India they must have shipped all of their brain cells right along with them. When it was determined that the hard drives would have to be replaced I was given a number for Bankteck, which does their contract repair for my area. When I finally got ahold of the tech I was informed that he could come that afternoon between 3pm and 6pm to fix my cpu. Since I work nights and sleep during the day that was not an option. Well, low and behold it was not an option for the tech either. We went round and round about when he could come to my house to fix my cpu. I even called to try and contact his boss who is located in Austin, TX but was told they could not give out that information. I about blew a gasket. Here I was paying extra to have the in home repair service and then I could not even get the tech to come fix it. It was like it was a low priority call for him. His answer was that he picked up business for himself along with whatever service calls were referred to him by his boss in Austin, TX. I tried to contact someone in Austin, TX at Dell headquarters but all I ever got was the call center in India. They could have sent me the drives and I would have installed them my self or had another professional cpu tech do it. That was a no go since Bankteck was who they used and they had already shipped the drives to them. It was 2 weeks before the tech finally got to my house to fix my not quite year old cpu. He had to call Dell and have them send some new drives. I thought that had already happened. Thats what I get for thinking Dell even cares about the product it is building anymore. The tech should have checked to make sure he had the right parts before he showed up to install the drives. He had the wrong ones. Finally, after close to 3 weeks of my cpu being down the tech gets the drives installed on my computer. The only reason I even bought a new computer was the e-mail I received from Microsoft telling me that they would no longer provide free updates for anyone running Windows98/98SE. Dell does not have to worry about me ever buying another computer from them. I tried to send a complaint via their own web site and the link had so many errors in it that it would not even work. I guess thats what happens when you put greed above quality. popa smurf

Dell Computer ordering system

2/1/2005

Needing a high-end laptop, I selected a Dell and our purchasing agent went ahead and ordered it. A few days before delivery was due, I asked her to check that everything was in order. She was able to discover that Dell had cancelled the order, and had not bothered to inform us. It appears that their philosophy is "we reserve the right to cancel your order when we screw up, but we won't tell you unless you ask." We have a new policy at our company. We don't buy from Dell.

Do NOT sign ANY papers from CSC on behalf of Dell

1/26/2005 Mt. Washington KY

The customer service is extremely substandard, but the technical staff is worse. There is a language problem of massive a proportion. The techs wiped out ALL my memory and still could not fix the problem. They refused to honor the inhome service warranty that was purchased through them. I've stayed on the phone for so many hours that a headset was purchased for the sole purpose of dealing with DELL from HELL. They sent a second hard drive, but it did not even have the same programs installed. It's worse than the first one. We are going to small claims court tomorrow. A word to the wise, contact your Secretary of State or your State's Attorney General when serving legal papers. One will have the appropriate address. If CSC is involved, absolutely do NOT sign any papers for them as you will no longer have a case. NEVER AGAIN WILL WE BUY DELL! My brother recently purchased a Gateway and they are moving tech support back to the US. Too late for me, but maybe not for others.

technical service

1/3/2005 gardena CA

I bought a Dell 8200 about 2 years ago with the 3 year waranty and it's been a ride.. I have waited more than an hour everytime I call technical support ... Buyers of Dell computers beware it's a nightmare if it breaks..
it will take months if you go through their process and if you call be prepared to wait hours to someone sometimes that barely speaks english..
buy somenthing else with better customer support

Techical support/warranty violations

8/8/2004

I have a Dell Laptop that is under warranty. The hard drive died on me and they sent me a new one, or at least that is what they said. I have been on the phone numerous hours trying to get my computer up and running with negative results everytime. These people must think I have nothing better to do than spend my evenings and weekends on the phone with techs trying to get the system working. They took the computer back once and reinserted the memory cards in?? That is not the problem, they refuse to take this computer back and even have accused me of using a hard dive not sent by Dell. Over a month and still no results. Will not be buying another Dell and will make sure that EVERYONE I know will be hearing about this. Dell has kiosks in the local malls here selling there product. They should think about the people that have purchased a dell and may happen to mention there problems to prospective buyers.

Technical Service

8/5/2004 Las Vegas NV

My friend Bob Lardie bought a Dell computer less than six months ago. He recently cannot receive or send mail on Outlook Express. The Cable Company (Cox Cable) has assisted us and verifies that we do have the right addresses in Internet Accounts. We have tried for two days to get assistance from Dell repairing or replacing Outlook Express.

Blame is shifted from Dell to Microsoft. Microsoft says the "OEM" in the product number of his computer is a true indicator that Dell installed all the software in his computer, along with Outlook Express. Dell says that Microsoft installed it. Talk about passing the buck!

Cox Cable gave us a telephone number direct to Dell technical support. When we call this number, we get a recording to use a certain 900#, which we all know is very expensive.

If you want to buy a Dell product they have people 24/7 at their phone lines. Just try to get technical help!

If you're able to reach someone from Dell the person is usually in India and the language barrier is something else.

At this point Mr. Lardie plans to return not only his Dell computer but also the printer he bought from them. I really can't say that I blame him. He never had problems with his webtv that he used prior to buying the Dell.

Should Mr. Lardie purchase another computer, you can bet it won't be a Dell.

Dottie Biggs

Dell Technical Support

6/14/2004

I own two Dell computers. I bought the first in 1998 and the second in 2002. The second one has not performed well: the hard drive has been replaced twice, and I am currently unable to access my floppy and Zip drives.

Dell’s technical support was bad in 2002 and has been getting worse. I called, this time, on May 30. I spoke to somebody in India who neither understands nor speaks American English, and who is not very competent otherwise. He concluded that I had a virus, which is not the case.

I tried Email Technical Support. In the two weeks since then I have exchanged more than twenty-three email messages with people who neither understand nor write American English. Most of Dell’s messages started with “Since the previous email agent is not available today ….” Most of them show that the “agent” did not even read my previous message. I have explained and corrected their misunderstandings time after time, and I have been asked to perform the same steps several times.

This morning I had had enough. I called Customer Support, explained the problem, and asked for a technician to come to my home. The rep insisted on making a conference call to Technical Support, but before we reached anybody the call was dropped and I have heard nothing further.

Since Dell cannot or will not fix this computer, I am going to buy another.

It will not be a Dell.

"Next Business Day" What?

5/18/2004 Sparta NJ

I've purchased Dell computers for a number of years and have been impressed with both product and service...until today.
I purchased an extended on-site/complete care 2 year extended contact, and happy that I did...I dropped the computer and trashed the screen.
I contacted Dell Technical Support and was issued a case number, told I would be contacted by a locally-contracted provider to replace the screen.
Well, no contact of any type.....I called Dell mid-day...spending time lost in a touchtone hell. After speaking with a very pleasant person, I had no more information than before, but it was suggested I try again in a few hours if I didn't hear from the repair company.

2 hours later...no contact, so I plowed back through the system and spoke with an equally pleasant person who couldn't help. I asked to speak with a supervisor and was put on hold, lost and reconnected with an extremely rude (always let the customer finish a sentence)person.

In the mean time I had tracked the part, only to discover that it was delivered locally @ 7:30 AM, and no one had picked it up to deliver to me for repair.

So, through all this, I find myself using someone else's computer to do this letter...going out of town for business this evening without the computer.
I won't see a repair tech until I get back on Thursday.

Michael...you're subcontractors are giving you a bad name...what ever happen to a performance clause as part of the contact.

In summary, too many buttons prompts, too many "I don't know" responses...oh yes, and "Next Business Day" What?

Dell's delivery and support services

2/11/2004 London

I bought a laptop from Dell last year and was told I had to wait two weeks for delivery. After one month, I was on the phone to them every other day because I needed the laptop for a forthcoming business trip. It finally arrived after a wait of over two months without notice. I just happened to be working from home that day and I was fortunate that I got the delivery man.

A few weeks ago, they delivered a printer. It was the wrong size and under the Distance Selling Regulations in the UK I am entitled to a refund provided I let Dell know within seven days of delivery. Dell refused to acknowledge their legal obligations and after one year and fifty letters, phone calls and e-mails the printer was sitting in my garage. A friend complained to Michael Dell. I contacted the person dealing with her complaint and after 14 months, my printer was taken away. All in all, I had to deal with the complaints centre in Ireland. If you think Indian accents are incomprehensible - try the Irish!

Anyway, the next stage of the cycle is that after one year's worth of use, the fan breaks down. I was on the phone to India for over three hours, just trying to get an engineer to repair the machine. I was told to try all kinds of ridiculous procedures - change the BIOS file (I was given two different files by two so called "experts"), put a sharp object in the casing - I refused. They spoke and wrote perfect English but they were all working to a script and simply did not know or care if my laptop was ruined by this intervention. In the end, I ran the diagnostic program, found two problems and called Dell again.

The engineer was supposed to arrive today. He did not come to repair the machine as Dell had not sent him the parts. He did not know when he would get the parts either. I was told to stay at home all day for him as they could not speicy a time(and miss work).To make matters worse, I paid a premium for next day servicing when I bought the machine. It is eight days now and I am counting....

The BBC did a wonderful consumer programme on Dell called Watchdog. I wish I had seen it before I had bought the machine. I will never buy Dell again or recommend it to anyone. You will end up paying more in phone calls, time lost and agravation.

DELL 8200 COMPUTER

2/2/2004 pembroke ND

It's is very sad that Dell does not stand behind there products. I have spend many LONG hours with technical support and still after 4 months my computer does not work properly. I HAVE NEVER dealt with a company that first you can't not understand what in the hell they are saying and 2nd such poor response. Which now I have not choice but to seek legal help.

Dell does it again!

11/2/2003 IL

The Dell Computer Corporation has in my opinion treated me like dirt ever since their top-of-the-line computer {Dimension 8200 series with all the bells and whistles including an expensive additional insurance policy} I bought a short time ago began to throw a rod, about which I wrote a letter to Mr. Michael Dell. The hard drive went haywire, the problem was diagnosed by Dell under warranty, and they said they'd replace it. It was, however, my sole responsibility to get "my data" transferred to an intermediate media first. They informed me that after they installed the new hard drive it was also my responsibility to get all the data reinstalled on the new drive. All well and good. But I am not a computer engineer and know next to nothing about these machines other than they are a wonderful work tool. I thought all along that the special "on-site repairs" additional insurance I had bought covered most things. Apparently it doesn't cover much of anything, but nobody told me that until it was too late. I was instructed by Dell how to get the drive out of the machine, then had to take off work and drive the thing to St. Louis {over three hours one way} and spent more than a hundred dollars getting the old drive copied to DVDs. Dell quickly replaced the original drive with a "refurbished" {to me that means "used" of course, although they argue to the contrary} drive that was labeled at their factory as a "40 GB Western Digital" HD. Not nearly as good as the original Maxtor they replaced, according to computer magazines. I spent close to three weeks getting the data from the disks to the hard drive in a configuration that would work, and only with many hours of on-line assistance from Dell and a level of frustration that I have seldom encountered. I made do with only about fifty percent of my old data being installed on the new drive and considered myself lucky after nearly a month of work that it would operate at all. I soon discovered that the "new" HD they had installed was not, in fact, a 40 GB drive but a measly 18.2 GB "refurbished" drive, and that it was nearly full after installing the usual programs I use as a screenwriter and with other businesses. I called Dell, told them what had happened, and wrote a second letter to Michael Dell just for drill and because for some reason I thought he was a real human being. Their only solution to this grave situation was to have an oily-sounding used-car-salesman voice on the phone {with a big, intimidating title} adamantly inform me in no uncertain terms that they would "never, never, never" help me in any way with another data transfer no matter who made the error here, and that they would only exchange the falsely-labeled drive for another "refurbished" drive exactly as they had before, that I would have to again go through the entire process as described above at my own expense, and {the way it sounded to me} that I could basically go to hell if I didn't like it. They then proceeded to send me another drive {arrived the next day} with the exact label as the one that turned out to be falsely labeled in the second place and literally tried to force the issue in order, I believe, to get the offending false drive out of my house before I could take it to a lawyer and maybe cause somebody some trouble.

That's where it stands to this day. I don't expect Dell to do anything at all to ameliorate the situation, I believe they are a bunch of frauds and liars, and I will never purchase another of their products nor will anybody I am able to talk out of it. A thirty-five billion dollar corporation just can't be bothered with a single customer, obviously. I am currently in the process of building what I think will be a world-class enterprise that will require dozens of computers. They will all be Gateways.

DELL notebook is a lemon - 15 part failures in 19 months

10/29/2003 Lewisville VA

Rather than say DELL sucks, I'll stick to the facts....

I've learned that the main thing about buying a computer is not to only consider price or whether it is the utmost highest quality, but whether the company will honor their warranties and provide a product that was touted as a "Premium" "top-of-the-line" "Rock-Solid" system with "Award Winning Customer Service".

When things go wrong, that may well be when the nightmare begins.

I know not all DELLs are lemons, but in good conscience, I could never recommend DELL based on
my experience with DELL.

DELL gave me the royal-run-around on my
DELL notebook (lemon).
_______________________________________________
I purchased a DELL notebook that DELL touted as a "Rock-Solid" system backed by "Award Winning Service", but it is a lemon of the worst kind.

My DELL notebook has had 15 part-failures/part-replacements in 19 months.

That's an appalling average of 1 failure every 38 days ( or 0.8 failures per month ).

No kidding....this is a true story.
That's why I always post the DELL-System-Tag and/or DELL-Customer ID with these letters...so that DELL can look it up in there database for themselves (so that DELL won't sue me).

Some DELL employees have looked up the history,
and were amazed and recommended I escalate the problem and ask for a Supervisor. I did that, but no help. Other people tell me to get a lawyer, and I may do that (or small claims).

Anyway, I've had video problems for over a year,
and still have video problems.

The video LCD/back-light turned pink and then turned black 4 days after the 3-year-complete care warranty expired ( and DELL refuses to repair it, despite the ongoing video problems that existed for over a year before the warranty expired 18-Oct-2003 ).

And, I won't even go into the DELL Technical Support problems yet.
Let's just say it was "NightMare on DELL Street".
I've requested repairs, replacements, and refund many times,
but all requests for a refund were denied. DELL attempted many
times (14) to repair the notebook, but was never able to
completely resolve the problems (as you can see below
by the repair history) . . .
_______________________________________________
DELL Customer ID: 12429785
SUMMARY of 15 FAILURES/REPAIRS in 19 months ( purchased for $4208.76 ):
Replaced 1 time: notebook (Service Tags: for i7500: 2H0440B, for i8100:93DH811) 05/30/2002;
Replaced 3 times: motherboard: 05/20/2002,06/06/2002,12/16/2002;
Replaced 3 times: CD/DVD drive: 03/22/2002,03/25/2002,05/21/2002;
Replaced 2 times: hard disk drive: 03/21/2002,05/22/2002;
Replaced 2 times: keyboard: 05/22/2002,05/24/2002;
Replaced 1 time: lid latch: 05/22/2002;
Replaced 2 times: video card: 1/10/2003,5/9/2003 ,
Missing: 2nd battery missing with 2nd notebook replacement despite two batteries were purchased and returned with 1st notebook;
Malfunction: repeated video problems and system lock-ups (since received May-2002); DELL replaced NVIDIA GeForce2Go-16mb with ATI Radeon-7500-M7-64MB video card/driver: 5/9/2003; I think the ATI card may be incompatible with LCD panel and caused the LCD to fail.
Malfunction: LCD back-light failed (22-Oct-2003) 4 days after 3-year-complete-care-warranty expired (18-Oct-2003)
_______________________________________________

Now, how about DELL's "Rock-Solid" "Award Winning Customer Service" ?
That's what their sickening commercials claim.
I want to barf every time I see those stupid DELL-intern commercials.

Good customer service will become paramount when things go wrong.
I can't say my experience with DELL lived up to the level of the
"Award Winning Customer Service" DELL touts it to be
(in dealing with my lemon).

If you call DELL tech support, you most likely will get the
royal run-around. DELL will probably:
(1) tell you that other customers don't have the problem.
(2) give you some lengthy exercises to perform; and if the problem
takes a while to reproduce, all the better
(3) shift the blame to video card, disk drive, chip maker, Microsoft, or you
(4) perhaps guess at a part to replace ( usually the wrong one )
(5) tell you to re-format the hard disk (this is their favorite), and
(6) re-install the operating system (this is their 2nd favorite....
.... hee hee hee .... that'll keep 'em busy for a while).
(7) remove and re-install device drivers
(8) disable various operating system features (lame)
(9) reduce performance settings and / or resolution / or power options
(e.g. disable auto Power-Down)
(10) download and try one of a dozen different driver versions
(11) and generally, wear you down ( especially with the
poor English of the Tech Support persons in India and Asia ), and
(12) hope you will become discouraged and go away

I've owned about a dozen computers over the past 20 years (HPs, SONYs,
COMPAQs, MICRONs, Texas Instruments, custom built, Toshiba, etc.)
and all of those total, ALL PUT TOGETHER, did not have the
total number of problems that this one single
stinkin' piece of DELL lemon notebook.

This is why the integrity of the company is important.
This is why DELL has so many unhappy customers.
This is why DELL will eventually lose those customers.
In time, people will consider DELL synonymous with other four letter words.
In time, people will say things like:

- What a sorry piece of stinkin' DELL !
- No DELLin' way !
- Get the DELL out of here !
- What the DELL !
- I need to take a DELL !
- What a DELLin' mess !
- I'm in DELL HELL !
- I got DELLed !
- that's all DELLed up !
- DELL me !
- Go to DELL !
- DELL DELL !
- ....oops....excuse my DELLin' language....

Anyone considering buying a DELL ? .... D O N ' T do it !
It may turn out to be like the horror movie..... "38 Days Later".

So, Buyer Beware . . . be sure to 1st check (I wish I had) the
following customer feedback sites regarding customer service,
because, if you get a lemon, the integrity of the
Customer Service will be the major factor:

http://www.bbbonline.org/
http://www.consumerreports.org/
http://www.consumeraffairs.com/
http://www.planetfeedback.com/
http://www.epinions.com/
http://www.my3cents.com/
http://www.complaintbook.com/
http://www.ripoffreport.com/
http://www.thesqueakywheel.com/
http://www.uspeakout.com/
http://www.baddealings.com/
http://www.fightback.com/
http://www.ftc.gov/ftc/consumer.htm

The worst customer service/tech support

10/4/2003 Scottsdale AZ

The Dell company is nothing like the TV commercials that pollute the airwaves. The rosey happy place is a mess of confusion, non-communication between departments, broken english speaking tech support (India?), and no customer service.
My story.
Computer went down completely no picture, no nothing except a beeping sound (5 months old 8200 series). I called and gave them my service tag number DTHM611 (I purchased a refurbished computer). The computer was still registered under the previous owners name even though it showed that I purchased the same computer and service tag number. I was told it would take 48 hours to complete the switch over but in the mean time they started a case log of the problems of my computer.
Called back in 48 hours to tech support since I purchased the 3 year on-site service contract in hopes of having someone come out and fix my computer. Nothing, I had to start my sob story again even though I had my case log number. I had also used the on-line tech support from my office (even worst than speaking to someone). I was speaking to someone in India (broken english) that had me try to start a non-functional computer and kept trying. I made it through the maze of different support managers until I got to the main man and he cut me off without a name extension nothing. Had to start my project from ground zero again when I called back..no one ever answers from their extension or calls back messages. I am 1 week into this ordeal (wife is paying Kinko's to use their computer) I have someone else check my computer...It was the RAM that burnt out and was told that Dell would have never been able to walk me through a install much less analyize the prolbem via e-mail/phone. Why wasn't I given on-site service? Where is my refund $119.00, service bought but never received.
The bottom line is that I paid for a service that was never offered nor a refund was given (pro-rated ofcourse) was denied.
BEWARE OF THE DELL COMPANY AND CHECKOUT OTHER COMPANIES BEFORE BUYING (HAVE THE SALES PERSON DO A DRY RUN THOURGH THEIR CUSTOMER SERVICE/TECH SUPPORT TO SEE WHAT SUPPORT IF ANY YOU WILL RECEIVE FOR YOUR EXTRA MONEY YOU WILL PAY FOR SUPPORT.
THANKS

Worst Tech / Customer Service

9/29/2003

Dell computers are the worst computers I have ever dealt with. First they sent me someone else's computer. Mine is new, the other person's was refurbished. I didn't know this until the computer crashed 3 months after receiving it. Dell could not match up the computer with my name. Once they sent MY computer, it crashed 6 months after receiving it. I called Dell tech support. THEY ARE IN INDIA!!!!!!!!!!!!!!!!!!!!!!!!!!! I didn't know this either for their commercials have you believing they are in America in a nice building. They aren't. These people get paid 50 cents an hour and the service they provide shows it. DO NOT BUY A DELL!!!!!!!!!!!!!!

Grossly incompetent on-site tech support

9/26/2003 Houston TX

After receiving an error message that indicates failing of one of the two hard drives of Dell Precision 330, I called Dell support and they said the drive needs to be replaced and promptly sent an on-site tech support the next day. The on-site technician replaced the failing drive but got mixed up with wiring and accidentally ghosted the wrong hard drive and wiped out the entire content of another hard drive which was the main hard drive. This resulted in loss of valuable data and disruption of business until all programs were uploaded again. Since then I have learned that under contract he should not have used 'ghost' command and should have been more careful with connecting wires. I believe this incident has resulted from gross incompetency and negligence. After 2 1/2 months later I have not received any apology from Dell or Unisys Corp who is the subcontractor for the on-site tech support.
These days I do not find the Dell's 'Intern' advertisement on TV very amusing because the ROOKIE is exactly whom I got to repair my business' server computer Do you want your computer to be handled by one of the ROOKIES?