Direct2Dell

I am by far not a fan of dell!!  But I would have to agree with Todd on this one registry errors are almost  99.9% of the time cause by software you gotta love Microsoft. If you are one of the few and it is being caused by hardware good luck on getting that fixed, I v'e been trying to get my DVD Burner fixed and the over heating problems with my studio which has been a nightmare so I pretty much gave up and stopped selling dells at my store till its fixed. 

I will never purchase a Dell again.  From the day I received this "laptop" there were registery errors.  I have spent

more time on the phone trying to resolve issues.  Most of all trying to understand the people I am forced

to speak with.  I push one for english and recieve a person I cannot understand.  I am fed up and will tell

everyone I know about this company and their terrible customer service.

I really must be getting under someone's skin, My third post was again deleated, huh. The truth hurts I guess.

  I should have learned my lesson about Dell two years ago when I encountered problems that dragged on for nine months or so until John Blaine and Dick Hunter got involved.

  Silly me. I bought an Inspiron 1720 only to have the model discontinued apparently within days or weeks of my purchase. Inspiron 1720s showed up  in the Outlet for less than half what I paid. Of course, Dell would do nothing, so that one is going to arbitration.

  Two weeks or so ago, I wanted to buy a PlayStation 3 usaing a promotional coupon. When I went to place the order, I was informed I had already redeemed the coupon. Huh? I had just gotten the promotional code less than an hour before.

  The half-dozen or so email exchanges with I presume India would have been hilarious if they weren't so irritating and frustrating. One brilliant Dell rep informed me that the coupon had expired on October 30, which was still a week in the future. Since I'm heading to arbitration anyway, I purchased the unit at full price.

  I received an enil telling me the unit would be shipping late. No big deal. I spotted another coupon early today and this time got 15% off on a PlayStation 3. Not two hours later, the PlayStation I was told wouldn't be shipping until October 31 was delivered. When I called to cancel it, the third rep I spoke with told me promotions cannot be used with Dell Preferred accounts - just before he disconnected. Needless to say, I received no call though the Dell rep knew who I was and had all my contact information,.

  Put bluntly, my opinion of Dell is very negative. In my opinion, Dell is ethically bereft and lacks a moral compass. I have to laugh every time I see its noble mission statements and the other nonsense put out there to placate the public.

  Needless to say, I'll be blogging of my miserable experiences with Dell. If I can keep one person from making the mistake of dealing with Dell and avoiding the misery of Dell Hell, I'll sleep better at night. I know that two years ago I cost Dell a number of sales among my clients. After Dell responded - nearly nine months after my nightmare began - I was momentarily convinced that Dell was trying to change its ways, but having tried to deal with Dell again, I see it is still the same predatory operation it has been for years. Anyone who does business with Dell is just plain foolish.

  Surprisingly, after posting the first version of this commentary, I was contacted by someone from Direct2Dell. Perhaps my immediate problems can be resolved without the need to litigate, but quite frankly I am tired of all the hassles involved in dealing with Dell. There are other companies where the drama factor is far lower. My problems, quite honestly, are small. But email queries that were supposedly moved up the food chain remain unanswered. Yesterday I had to go through three people in India, the last of whom intentionally or not disconnected from me. I presume from the failure to get a return call that neither he nor his employer Dell have any further use for me and think I will just go away as do so many of their victims.

  Wrong.

  Hopefully the day is not far off when the mutlitudes of Dell victims will have their voices heard by market regulators and legislatures and Dell's predations upon consumers will be brought under control, if not ended. Right now, though, Dell is winning the battle and consumers suffer.

Jerry

The old days, before outsoucing to India, customer service people actually had the knowledge and authority to take care of customers. I understand that stock holders and corporate execs have to have a payday but if not for me and you, the Dell customers, there would be none. Why then, do they subject customers to the torturous experience of trying to talk to tech support people who are not allowed to make a decision. I spent an hour on the phone with one of Dell's Indian techs and really, he was a very nice person but when I told him everything that was going on and everything I had already done to trouble shoot, did he take me through every single step all over again. It was obviously Dell didn't trust him enough to allow him to veer from the script so why should I trust him when he tells me I have to restore my operating system and I will lose all data stored on my hard drive? No, I will not. So, I have spent a couple of days with google, trying to find my answers.After the excruciating call with tech support, I nearly had to hang up on the guy because they have a script to go through before they can let go of the call. Argh!

Yesterday, I was on the Dell site trying to find a hard drive for my desktop. There was one used 80mb listed. No thanks. So I called customer service and got a young lady, again in India, with a very bad line connection.  It took her a while to get the answer for me but she did. Anybody want a 250mb hard drive for $545.00? Yeah, me neither. I told her thank you and I would try to find one on my own and again, that darn script.

I have known a lot of people from India and none are idiots. why then does Dell treat them as though they are and not allow them to really serve the customer. They need training, yes but it would be worth it not to have someone like me looking at Apple for my next computer purchase.

I really miss the days when customer satisfaction was important. These days it's torture them until they go away. I'm going away.

I am getting the message which says "Battery cannot be identified etc" on my 1501.  However, there does not seem to be anything wrong with the battery or the charger.  Apart from this message everything seems normal.  I have spent a long time looking for a solution, but although there seems to be a number of people having the same problem I cannot find one.  Can anyone please let me know how to get rid of this irritation?  I am certainly not going to buy a new battery.  If necessary I shall put the money towards a new laptop.

I own a dell XPS M1530.  I bought it in March 2008.  I also elected the 3 year in-home warranty service.  My first repair call was made withing the first week I owned it.  The fan sounded like a plane taking off.  A tech was dispatched and showed up on time and he replaced this.  In July we had another issue with the LCD and other major issue(it stopped working!) and we had to send it in an pay $600 to fix it.  My wife spent countless hours on the line with dell techs to get this fixed.  Then today the top of the frame around the LCD panel came loose.  I have been on the phone with dell customer service now for 2 hours and I am still waiting to get a tech dispatched to fix my laptop.  I have been transferred to 5 technicians and have escalated to 3 different supervisors.  Each time I have been asked the same questions.  After escalating with two supervisors (of course I was transferred from one to another), the second one agreed to dispatch a tech.  He assured me there would be no other transfers and he'd get someone out to fix it.  Then the tech came on the line to explain that I was in the wrong department and that he could not dispatch for XPS machines.  This revelation came over 1.5 hours into the process- and after I provided my service tag which provides detailed information on my laptop and its configuration.  How do I know this?  I went to Dell's website and looked it up.  Your service tage shows the model and current config of your laptop.  I also identified the type of laptop on my first call.   Despite this, no one in customer service seemed to know when kind of machine I had even though I provided the same service tag and reference number on each call.  As of this writing.  I have been on hold for 15 more minutes waiting for the cs rep to dispatch a tech.

This is the worst customer service experience I have ever had for any product I have ever purchased.  I can say at this point that this will absolutely be the last dell product I ever purchase.  This is a shame- since the reason I bought my first dell product years ago, was because of their great customer service.   I own two dell desktops and two laptops today, and this is my fifth dell product.   Whoever the head of customer service is at dell should be dismissed.  The decision to outsource customer service was one of the worst decisions I have ever seen given the experience I have had with this most recent purchase, when compared to my first purchase with dell.

I will be sure to do my homework on the web when purchasing my next PC or Laptop.

I hope others will profit from my experience and avoid dell at all costs when shopping for a pc or laptop.

I purchased a Dell Inspiron 1520 in January 2008. I have had nothing but problems with the laptop over the last nine months. The system continually crashes. The memory and the hard drive were replaced and the system still crashed. At one point, it crashed in front of my clients at a key moment. I work as a business consultant and having the computer crash on me in front of them impacts my business.  This is unacceptable.  I have put in over 80 hours of my time trying to deal with the problems -- 80 hours of time that I didn't get to bill out, 80 hours of time that I didn't get paid.  As an independent consultant, when I don't bill out my time, I don't have an income.  This is unacceptable.

A refurbished computer was sent last week.  I have been told that the warranty will only be as long as the time left on the computer I purchased, which is three months.  This is unacceptable.  Given all of the problems I've had on a new computer, I can only anticipate the problems I'll have with a refurbished one.  I have spoken with several people and the it seems your policy will not provide for a one year warranty on the refurbished computer.  Today I was put on hold twice for over sixty minutes each while I was supposed to be waiting to talk with a supervisor.  Both times, the phone disconnected.  I'm sure you can understand the extreme frustration I have with a company that seemingly doesn't care about it's customers.

If Dell is so sure the refurbished computer won't have problems, then why would you not treat your customer with respect and make an attempt to improve the poor experience with Dell by giving a one year warranty?  There does not seem to be a focus on the customer.

I have spent many hours waiting for calls that haven't come and being put on hold when someone does call.  There seems to be a lack of accountability by the reps - they always push it off to someone else's problem (if it's hardware, they say it's a softwar problem and vice versa).  I currently have left several messages over the past three days for a rep to call so that I can get the refurbished system up to speed.  I still haven't heard from anyone.  Is this acceptable as a response time?  I don't think that this is what you advertise.

I have hope that Dell will do what is right and take care of a customer that has many hours of frustration put into a new computer.  If not, be assured, I am in contact with Fortune 500 people every day and my experience will be related to them.  I hope it doesn't come to that.

hi,

my sister resident in us gifted me a dell laptop. within weeks, the lcd was not working as I open the laptop, the screen flickers and only the black screen is seen. I desperately tried direct service centre of dell in Chennai. to my disappointment there was none. Dell keep going you can fool the customer as much as you can. 

After Having problems with my Dell 50" plasma I immediately called Dell to get a phone number of a qualified tech to repair it (at my expense because the warranty is up). Little did I know that what I assumed would be a simple matter of acquiring a telephone number would turn into a 7-day long battle to which I'm still left with a broken T.V.

Here's my issue, the T.V. is just under 3 years old and apparently it has a hardware problem. According to the Tech dept, Warranty dept and the out of warranty Dell does not repair their product. They sell it but won't support it.

Here's the kicker. They also don't make parts so anyone else can make the repairs either. I assume this scam is so customers will instead opt to purchase a replacement T.V.(which one of the tech's instructed me to do). Seriously? Why would I buy another Dell T.V when Dell refused to repair the first one?

Wait here is the best part. I haven't even finished paying for the T.V yet. There is a $1700 balance left on my account. I'm stuck paying for a product that does not work. I'm basically left with a 50" plasma paperweight! All totalled this T.V has cost almost $6000. Call me crazy but I expect a $6000 T.V to last longer than 3 yrs.

Everytime I call the tech department i get sent from Manger to Manger(which I highly doubt any of them actually are) to get to the last person who tells someone will telephone back within 24 hrs, but naturally they never do. Then when I call back I have to go through the entire process again to get the same result.....we'll call you back.

Deciding to try the on line approach instead got me zero results. Their promise of  someone will email you back within 24hrs. was a joke. I emailed them on Wednesday, its now Friday and i'm still waiting.

Dell is a billion dollar company but can't handle the simple matter of a T.V repair........Doesn't instill much confidence.

So i've spent hours on hold everyday for over a week. Being transferred from person to person, dept to dept, been given bogus names(like I believe buddy in India's name is really Joe), fake numbers, phantom departments that don't even exist. Lied to over and over again all so that Dell this huge money making company can avoid fixing my T.V, which lets be honest they could do in a heartbeat and probably under a $100. 

Where is this "Higher Standard that is at the heart of the soul of Dell" as you so claim on your website?

Rest assured if this matter is not resolved by Dell there will be no future purchases from Dell for my home or my company. Dell is on the road to losing a very big customer.

Buying my first (and last - of course) DELL computer was the biggest mistake.

I purchased it in March this year, and after hours on the phone to people who can't help in India and x2 collect-and-return "services" it still doesn't work.

If money was no object then I'd just throw the piece of junk in the bin and go buy something from a proper computer vendor.

I am disgusted and appauled at Dell's customer service.  I've had my Studio 17 for a week and a half, 11 DAYS, and the LCD backlight burnt out.  Been trying to get a call back from DELL "Customer Service" and they have not followed through once.  They are incapable of expediting any concern, let alone completing a return or refund request.

It is pretty ironic that Dell prides themselves on being "customer driven," stating that the "Customer comes first" and their policy is to "listen, solve and impact."  Dell executives need to sit down and review and research exactly what customer service entails.  No, before that, they should research the most successful businesses and examine why they are successful. I am livid.  Dell will NEVER get my business or anyone I know's business.  The word of mouth is powerful, expecially when you know powerful people in the business and academic world.  Their mission statement is fraudulent and I am disgusted that I have had to waste this much time TRYING to get a hold of one of the so-called customer service reps. 

Buy a Dell.  They last a week. 

I am very frustrated with Dell. I dont love your products anymore.

My experience with dell customer rep:

I had a phone chat with dell customer rep to ordered  a new PowerShot SD1100 IS Swing Blue 8.0 MP 3X Zoom Digital Camera - Blue color one  but one which is on sale was silver one which shows online. The reason I call dell customer service is because I was interested with product price and liked blue in color. The dell customer rep refuse that he cannot get the same product with differen color for the same price then I told him to forget about it, I will look into other opions and don’t make any orders. After saying he went place an order of the product. When I checked my bank statement i got to know that the product as order even after I refused not to order the product.

I called them with rage asking to speak to a manager how can they do with out my approval. They ignored that I said that. Then I asked to cancel my order because I am already had a order. They said i have to wait till I get the product and sent it back them. All customers are very rude and not interested in talking to us and helping us.

A very frustrated long term Dell believer

The customer service issue with Dell has become a sad story. Can anyone explain to me why there are no phone numbers that go directly to a USA call center? Secondly, can someone explain to me what refurbished parts means? Lastly, can someone explain as to why a four year old laptop would need to have the mother board and power source replaced three times? Three is the charm, now that the extended warranty has run its course it has been suggested that I pay up front for a diagnosis even though a certified Dell service center confirmed that the problem is once again the motherboard and power source. Can someone in the USA explain and or answer these questions?

The laptop I ordered for my daughter to take to college hasn't worked for weeks. I too, ordered the extra in home service. I am in OK and she is in WA. She was told last night that it wasn't important enough to come to her dorm room and fix her computer. It doesn't work at ALL. The tech told her to do several things and he would call back in 1 hour. He never called her back. After 98% of reinstall the drivers the computer totally froze up. I am tired of talking to people who don't seem to care that her classes in college start on Monday and I spent $1700.00 on a computer that won't work. I want to send it back and be done, but they told me today it's after the 21 day period and we are stuck with this laptop that they don't seem to be in any hurry to fix. What is my next course of action? They are suppose to try to fix her computer tommorrow over the phone. HA HA ! They haven't fixed it yet over the phone.

I mistakenly thought I would get some kind of contact from those at Dell watching this blog. I posted previously about my monitor problems on my Inspiron 2200. I now have another vertical line in the screen. Read my previous post to see that this screen problem issue is something I have been dealing with from the time I bought the computer. I call Dell directly but get nowhere because they say it is out of warranty. Warranty or not, this was a problem from the beginning and I have been very patient with Dell in previous service responses.

I have read that there were defect issues with these screens and I would think Dell would stand good for the defective product. I wouldn't think it should be too much to ask of Dell to send me a new screen so I can get the expected life out of this notebook. I previously loved Dell's offerings but how this plays out will be a deciding factor on that. Should Dell have a content and satisfied customer in me or shall I join those that will never buy another Dell product.

Will will see.

Would the fee based support system provide help for customers that can't seem to find just one answer for an issue? At my co-workers urging, I bought a laptop online, customized to my specifications. I was very excited about it, and even ok with the fact that I had to wait a while (20 days) to get it shipped.

Then I got the first email. It stated that my ship data had been pushed back 7 days. It also stated that if that was unacceptable, I could email and request the order be cancelled. I emailed to cancel (I have to be on-call with at home internet access in a few days, couldn't wait) and waited to get confirmation on the cancellation. I got an email back saying my order had been cancelled. I then went to best buy and bouht a laptop (ironically, also a Dell).

Then today, I check online to be sure my order status has been updated (they said it would take 2- 3 days) and it says it had been shipped. Funny, cause they had confirmed that the order had been cancelled.

I emailed again, and got a response saying that the email address I had used previously was only for notification purposes and that I would have to call customer support to deal with it.I tried that with no success, as they seemed to not be able to figure out what I meant about the order being cancelled, even though I have the email trail documenting my conversation with customer support. Apparently these two customer support offices are not able to communicate with each other?

Now I am apparently going to have two laptops? I don't want to pay restocking fees on either, and really don't want/need the one now apparently on its way to me. I am so incredibly frustrated that I don't even know where to begin to resolve this (now very expensive) issue.

Ok, I know I said Last Post, last time, but I was just informed today that a decision was reached for the next procurement of my organization's laptops (many thousands of them).  We buy new laptops for field staff about every 3-5 years.  I'm not going to say that my input and experiences(read above) wereTHE deciding factors, but they were certainly considered.

Dell did NOT win the contract. 

I find it interesting when companies get so big they begin to believe they are untouchable.  They don't need to be worried that they are providing inferior customer service because so many people buy from them.  They don't need to build customer loyalty because they will just get new customers.  They can outsource their support to countries that can't effectively communicate or provide any real level of support to the end user because the end user doesn't matter to their bottom line.  And I find it amusing and sad when these same companies topple over.

You might recall back in the 80's when Apple Computer was so big they didn't care.  They spit on their customers and they didn't listen to the demands of the industry.  They didn't need to fear some upstart like IBM or their new platform because they were the king of the jungle.  And yet they nearly disappeared and only through some gut-wrenching work are they just now pulling it together.  They are doing it through customer support and loyalty.

These are just my thoughts, so take them with a grain of salt.

Hello Todd,

Thank you for your response I appreciate the information.  However you answer has triggered another question.  I purchased an Inspiron 8000 in about 2001 from DELL.  I had about 3 years of service on the battery that came with that laptop before I replaced it, and to this day it still works and provides more run time than the E1505 I bought a year and a half ago.  Also it is only recently that I have seen anyone really making a big deal about battery life I never heard these issues when I purchased my Inspiron 8000.  This is what causes me concern I understand that you have a limited warranty on your batteries of up to one year, but what happened in recent years that caused the productivity of the batteries to become so short and die with such abruptness?  Is it the computers themselves?  I would not be addressing this if I had always purchased DELL laptops and was replacing my battery every year because it died.  I am addressing it because this is a new issue and have not had the problem before with DELL batteries.

@ Todd Smart, Community Liaison,

Hello Todd, thank you for your response.  There is something that I and many others need help with at least I have seen from the over whelming comments about it.  This is the issue of laptop batteries all failing about the same time (1 year, ironically immediately after the warranty expires) and for no apparent reason.  Please explain to me how a perfectly healthy battery goes from 2-3 hours of operation time off the charger to the very next day flashing messages on the screen about needing to be replaced and going to 30 minutes of operating time off the charger.  How is that possible.  Also before anyone one says the battery is just faulty why is it happening to so many other people at approximately the same time.  I am not alone in this, there are so many others involved.  I would just like an honest answer because all I hear is that leaving the laptop plugged in when the battery is charged destroys the battery.  Ok even if that is true (which I do not believe), why would it die all of a sudden just overnight not exhibiting any sign of an issue, and happen at the same time for so many people?  That would mean everyone plugs in their computer for the exact amount of time all the time.  Also if leaving it plugged in is that big of an issue where is the disclamer when the laptop is received to inform the customer about it?  I have never seen it and if it exists please point me towards it.  Everytime these questions get asked I have not received answer explaining to me why so many people are having the exact same problem.  Usually when many customers have the exact same issue it warrants a recall.

To whoever is watching this blog,

You should be embarassed.  Every last post in here is documented and backed up and they are all negative.  Yet very few if any are addressed.  Why is that?  I think there are one of two explanations.  First, due to the magnitude of the negative comments you do not have time to answer all of them.  Second, you realize that the consumers making these negative comments are correct and answering them would only make their arguments more concrete because you do not have an answer so you retreat to explanation one as an excuse.  Wow I have never seen a corporations Q&A section ever look this bad.  Almost everytime a blog is started about customer service or lack there of hundreds of posts are put up and you can not find the positive ones because they either do not exist or they are lost, and I will quote another bloggers analogy, "in an ocean of negative comments."  So as I stated before this is laughable, LOL.  Congratulations you have create a new genre, the most laughable blog about completely not funny topics whose non-response solutions are laughable. LOL

Here's my final update.  Seems the only thing that really got Dell's attention was a complaint to the Better Business Bureau.  I spoke with a number of different people about my situation and generally, anyone NOT associated with the Customer Care center was pretty helpful and at least TRIED to help.  In the end, Dell refunded the cost of my backpack (about $60).  I got an update from the BBB where Dell responded.  They refused to acknowledge my claim and the responder didn't even know that someone there had provided the refund.  I closed the complaint as resolved but not satisfied.  You know, ALL I was looking for was some semblance of integrity.  I wasn't asking Dell to give me the computer, just acknowledge that they screwed up and offer an apology.  It's referred to as common curtosey.  But it kind of looses its lustre when you have to ASK for it.

I made my recommendation to our office on the laptop selection for our organization (federal government).  I suggested we look someplace other than Dell simply because of their serious lack of customer service.

Draw your own conclusions and make an informed choice when looking for that next laptop or desktop computer.

I am very disheartened reading the comments posted here---  I was going to write about my own ongoing experiences with terrible customer service and computer issues--- but realized why bother?  The fact that DELL would post these comments and do nothing about them speaks to how seriously they take their customers soon to be former customers.   I was stupid enough to order a lap top for my daughter in the midst of my current saga with my XPS-- still naively thinking that DELL was the best out there--I'm expecting delivery any day.  Instead of being excited about it---after reading the ongoing issues with the battery and the fact that DELL is not addressing-- makes me want to weep.

My questions are this--- has anyone who posted an issue on here gotten satisfaction from DELL-- I'm looking for a glimmer of hope ---and since I won't be buying DELL anymore----

then who?  who is the best out there who builds a quality computer and cares enough about their customers to provide quality customer service and stand by their commitments?  

I recently purchased an XPS computer for my son who was getting ready to start college. A single mom, it was a stretch for me to obtain such a nice computer for him, but I felt it was important for him to have a 'good' computer for school. Two weeks after receiving the computer, we started experiencing problems. We have now had the computer for a month and I've logged more than 15 hours of phone conversations with Technical Support. Each time, they 'think' they've fixed the problem, but it keeps coming back ... plus others!! They have reinstalled all of the software (some of which they did not do correctly)! This has been a nightmare!! I've asked repeatedly for them to send someone to repair this computer since at-home repair is included in my purchase agreement, but they have refused to do so!! I just spent another hour and 40 minutes on the phone with them again today .. and the problem has not reoccurred!! Does anyone know how to get this resolved?? It's driving me nuts! I can't understand the technicians -who have all been in India and the Philippines. Then, they get irate with me because I can't understand them and they can't understand me!! Is this progress??

I have to say, that i was an avid believer in Dell Computers & have had one for several years,but lately I am trying to get a simple answer from them as to what i need for a Memory Upgrade & it's like they've gone deaf & dumb. Directing me to ongoing nonsense 1-800 numbers & still no definitive answer.

I've checked the net & it seems many component suppliers,will deal with any brand ,but are reluctant to even use Dell. They don't come right out and say it but they all seem to refer you back to Dell, for an answer. I am certain of this , though I Will Not be Buying another Dell Product.   Too bad,but they seem to be ruining their business. I will buy locally & may look at HP this time,

 Does anyone know of a more direct line to Michael Dell's office ,instead of having to deal with these 'buffer zone' type phone lines to bangladesh ???   Very Annoying indeed.

Thank you e bradley.  I knew that myself and others were not alone on this issue.  The battery can not be fully charged and providing up to 2 hours of operating time off the charger then the very next day go to 45-30 minutes or less off the charger.  That is ridiculous.  I could understand if DELL said oh it must have been your battery that was faulty, but the fact is that mass consumers are having the exact same problem at the exact same time.  In my humble opinion this issue warrants a recall.  How could you not recall these batteries.  All I keep hearing is leaving a fully charged battery plugged in is killing the battery.  As e bradley said, where is the disclaimer about this in the packaging of the laptop???  If this is what is causing the mass battery failings why not make an annoucement about it, oh yeah I know why, because it is not true, and you know it.  THERE IS SOMETHING WRONG WITH YOUR BATTERIES, I SAID IT, IT IS OUT THERE, NOW FIX IT!!!  Have a great day DELL who will you be ripping off today?

Battery Issue

Anoynymous said: So I ask why it is happened so suddenly right after the warranty ran out?  No logical answer for that, the CSR even spoke to a tech, and I was told that because I had the computer plugged in when the battery was charged it killed the battery , essentially it is my fault.  So after getting that response I do further research.  I find I am far from alone on this issue and many more people are having the exact same problem.

I got the same story as you and just slightly over a year of ownership of Inspiron e1505. Still looking for info telling customer not to use computer with battery installed and power supply connected. It was not in any paperwork I could find.

Randal-

Can I join you. 7 days in support $%^## and have Complete Care Warranty which is usless.

Here's a simple goal for Dell: don't cheat your customers!  I downloaded Britannica software only to find that key information like screen resolution was left out of it's requirements (it needs 1024 by 768).  Since I could reset the display to the value creating a virtual screen I did and also tried running it in it's own virtual space under pre-XP systems none of which worked.  Bottom line they way they implemented java was the culprit and though the latest version of java works on my machine this app never will.  Now Birtannica has a license that says you have a 90 day return option.  With this, and the failure to disclose critical requirements you think a $26.98 rebate would be a no brainer.  Any company concerned with customer satisfaction would do this in a heartbeat.  Not Dell.  It seems they want enemies.  Well, Dell, congratulations, you just made one.  And I'm not sitting still for this I wil ask Britannica to suspend Dell's right to market and seel their product.

We have a service contract for next business day, on-site.  It has been eight days since our laptop hard drive failed and we do not have a replacement.

- Called Dell described the problem.  HD failure.

- Two days later a tech shows up with a fan, keyboard insert and motherboard (which was defective).  No HD.

- An order for a HD was placed on Thursday.

- It is Monday, no HD.

It's called failure to perform.  The service contract is meaningless.  The laptop belongs to an attorney.  Try to figure out what is going to happen next.

UPDATE:

I had a notice today that my laptop shipped.  Though I'm pleased with the fact I'll have this thing before my travels, I'm still utterly disgusted with the Customer "Care".  I had NO notice of this change even though it's a change to my benefit.  I still have no feedback from Dell on the pathetic treatment of a customer (though my experience PALES in comparison to others here).

I wish you all the best on your experience and let's hope that Dell makes some serious adjustments and attempts a turn around to their once untouchable reputation of providing top-notch service.

I placed an order on July 27.  While considering if I should push that order button or not, one of the deciding factors for me was the estimate ship date.  I needed this laptop quickly for a long term trip that work sprang on me.  It showed August 1 and a 3 - 5 day delivery time.  I closed my eyes and pushed the button.  If I could undo that push and get my time back I'd do it in a hot second.

My frustration comes from the dismal customer service that the Customer "Care" department exhibits.  When I checked the status of the order for a ship schedule, I was shocked to see the est. ship date was now August 11... not the August 1 date I had agreed to.  After several calls and many hours on the phone, I'm left with this conclusion:

Customer "Care" doesn't care at all.  I felt patronized and left the conversation(s) with a definate feeling that I'd been accused of lying about the dates.  I asked for the order to be expedited, and that request was scoffed at.  i was told that Dell NEVER expedites orders.  In one call, when I asked to speak to a supervisor, I was required to give my email address before I could speak to a supervisor and even then, I was left on hold so long I had to hang up.

Here's what I've learned:  There is a department called the Consumer Order Modifcation group.  They handle changes and cancellations.  They CAN request an expedite, but that is not frequently granted and even if it is, it's unclear what is expedited.  Mine was approved, but nothing has changed on my order.  You can reach them directly at 800-247-2076.  Best of all, they aren't in India!

I have almost no faith that Dell will do anything to make this order right.  If Lionel has any influence, I hope that you can step in.  What I can do is relay my experience to others.  If asked today, I'd NEVER recommend Dell to anyone.  It might not seem like a big deal, I mean what can one person's opinion mean to a big company like Dell?  Well, I happen to work for the US government and sit on the laptop selection committee.  We're almost done with the selection of our next field laptop  and my one opinion will factor into the decision of a 10,000 laptop purchase.  I wonder how I'll feel about MY purchase when I put in my 2 cents for my work's purchase?

Straight to the point. DO NOT buy a Dell computer ever. I still believe they make a decent product but the amount of time I have spent since ordering my computer to get the order and everything that was promised is ridiculous. Many, many, many hours on the phone with people from India I can hardly understand and usually end up getting off the phone frustrated and still with no answers. If I can do anybody a favor who might be shopping around for a computer it is to tell them to just go into a local store and buy anything other than Dell. Even if that companies customer service ends up disappointing you it could NEVER be worse than the experience you would have had if you had bought a Dell.

Anonymous is back.  I have been looking around the blogs and found this interesting battery comment, which compliments all the other complaints about batteries I have seen.  It is funny DELL really does not want to address this issue.  I would suggest you do something soon because you are going to start losing customers over batteries not your actual computers, that would be a shame.  Enjoy.

"The real problem is not the shipping of your batteries it is the fact that they will die on you shortly after the warranty runs out.  I have an E1505 Inspiron.  I had the computer for slightly over one year and my computer popped up a message that said your battery needs to be replced because it will no longer hold the charge.  Mind you this is after the battery was holding charge just fine the day before.  There were no indications of the bettery slowing down on performance.  So to continue, the battery was only able hold its full charge for 30 mins if that after this message first popped up.  So I follow the website my computer instructs me to go to on DELL's website to order a new battery.  I get there and I find that the batteries ( at the time) for the 6 cell is $200 (now brought down to $135) and 9 cell at $300.  After screaming at the screen "WHAT!!!" I promptly called Dell customer service.  After sitting on hold for 30 mins I got through to someone.  I was told that the battery needs to be replaced and it is only under warranty for one year.  So I ask why it is happened so suddenly right after the warranty ran out?  No logical answer for that, the CSR even spoke to a tech, and I was told that because I had the computer plugged in when the battery was charged it killed the battery , essentially it is my fault.  So after getting that response I do further research.  I find I am far from alone on this issue and many more people are having the exact same problem. 

Basically I have recieved no answer from DELL as to why their batties are only lasting one year.  I have an Inspiron 8000 and the battery in that computer is over 3 years old and I did nothing different with that machine that I did with the E1505.  I have changed the battery once in that machine and the first time was after 3 years.  So I am not convinced that having the power cord in when it is fully charged killed the battery, and if that is it why did it happen so suddenly?  Also to further complicate the theory of the techs why did it happen to so many other people in the same way, I am sure we all do not plug in our computers for the same amount of time every day for a year to cause it to fail at the same time.  I feel this is a big problem at DELL that I have yet to be solved whether the CSR and techs believe it is because they tell me I am responsible.  There is no logic to telling me that every year I need to spend $200 to replace the battery on my computer, it is ridiculous.  In 5 years I would have paid for a $1000 computer all over again which is usually the length of time it takes for me to get a new computer.  DELL needs to take the blinders off and realize there is something wrong with their batteries.  I do not want to hear about suppliers or anything like that, because this problem has been going on for sometime and yet it has been brought to their attention and they contniue to sell these batteries.  It is a scam and just another way DELL is squeezing money out of their consumers." 

Hi 

I just wanted to post my ongoing horrible experience with dell customer service which rather started off ok. My current system is under warranty. Here is a summary of events which has turned into a nightmare for me:

Date: July 13th:

 * Called on July 13th to report high CPU fan noise.  After debugging for sometime, the rep, processed a dispatch order to replace the mother board and fan.  

Date: July 14th

* Dispatch order processed

Date: July 15th:

* Got call from Dell Technician to schedule an appointment to replace the part.

Date: July 16th:

* The Technician replaced the mother board and the fan. Also commented that the capacitors on the original MB were failing and that may be the cause as well. After replacing the part, the issue was not resolved same high fan noise. The technician called the dell tech support to  report the problem.  After placing the technician on hold for about 41 min, he hung up.  The technician who came to replace the part was also frustrated. We waited for sometime just to make sure if Dell Tech rep would call back.  No response.  The technician left and asked me to report and contact the Dell Tech support again.

* Sent an e-mail to Dell Customer support reporting the problem and their one liner response was to me call and talk to Dell Tech support again.

* Called Dell Tech Support again to report the issue.  After reviewing the case, the person, agreed to replace the CPU and the heat sync.

Date: July 17th

* The replacement part was dispatched.

Date: July 18th

* Got a call from Technician to replace the part. I scheduled for part change on July 19th.

Date: July 19th

* The technician replaced the CPU and the heat sync. Also the CPU was refurbished and the there some dirt sticking on the side of CPU which sits on the Mother Board.  The technician cleaned and replaced the part.

* After replacing the noise level came down and everything seemed to be ok.

Date: July 20th

* First noticed problem where I am getting BSOD( Blue Screen of death when I reboot the system ).  I never saw this issue with my previous processor.

Date: July 27th

* Since I was busy, I could not call till July 27th. This was beginning for my nightmares.

* I spent most of the day with the dell tech rep, trying to diagnose this problem.  They asked me restore my system to factory default OS setting.  I was asked to leave VM at an ext provided.

* After backing up the data, I called them back and left a VM. No response, so I called again, this time not dialing the ext. I tried the options dell tech suggested.  This did not resolve the problem.

* Then I was asked to re-install the OS.  Since this would take some time, I again asked to leave a VM after the install to get a callback. After re-installing the OS I did an windows update and I started seeing the problem. Called an left a VM at the ext.  No response again.

* Called the dell tech support again without dialing ext.

* The problem this time was much worse, I get a BSOD every time I cold boot the system.  Suspecting if this was related to windows update, the Dell tech support asked me to re-install the OS again. 

* Since the install would take some time, the dell rep said he will call back in couple of hours.

* The problem was seen now immediately after the re-install. I did not install any other sw or did not do windows update.

* The rep. who was supposed to call back, did not call.

* By this time, I was very tired and also it was late in the evening. So I decided to call back the next day.

* I have spent most of the day trying to debug the issue and talking to at least 5-6 tech support persons with no resolution in sight.

Date: July 28th

* Came from office and called dell tech support. I explained the problem and also suggested could the issue be with the processor which was changed.  They refused to accept that and tried to do all diagnostics.  None of which were not showing any signs of fixing the issue. 

* After spending 2 hrs, the person asked me to run some tools as it would take some time he said he will call back in couple of hrs.

* As usual no callback.  

* Since it was late for me, I decided to call it a day.

Date: July 29th

* Came back from office and called tech support again. I had to explain the problem again, and no progress what so ever. Once the tech hung on me and did not call back.

* I called them again, this time I had to re-explain the issue.  After listening to me, he said that he is going to investigate into this issue call back in 30-45 min max. 

* As again no call back.

* Sent an e-mail to dell customer service reporting the problem and as usual the one liner response was to call dell tech support who seemed to act clueless when the problem was seen only after the CPU was changed and was obvious.

* Also submitted an e-mail via the dell support web page for unresolved issues.  No response from them till date.

Date: July 30th

* I was trying to be patient to get this resolved. Call the Tech Rep again.  This time, the call got connected to a person in Dell Small business tech support.  I was not aware of this until the end of the call.  The person on the other end seemed to understand my issue and was patient to resolve the issue.  One thing to note is that this time, the person was not from india.  All the rep's I had talked to so far were from India.  After looking into the issue, she was able to point out that the problem was either with CPU, RAM or the hard-drive.  She then tried to set up a dispatch order to replace the parts.  It was then she realized that my system should be handled to another dept.  She then entered her comments into the system (that’s what she mentioned) and then transferred my call to the Dell Home System dept, which you would have guessed where it was handled.

* We had a conference with Dell Tech rep from India and after explaining the issue she hung up.

* Now the dell tech rep. after listening to her, places me on hold and comes back and tell that this could be a software issue like others and wanted to debug further instead of honoring what the lady had just talked.

* I was so frustrated with how the issue was handled.  After a long discussion me trying to explain that the problem was first seen after the CPU was changed, he said he had to call back and promised to call on July31 at 7:30 pm (pst).

Date: July 31st

* I decided not to call and waited.  No call received.  I waited till 9:00 pm and had to go out.  As my luck would have it, it turned out, he called after I left.  I came back and left a VM at the extension provided, to me call back any time. I also sent a

Reply to the e-mail I got from dell to call back.  No callback/e-mail response.

Date: Aug. 1st( today )

* I was so frustrated with all that is happening and level of service, I sent an e-mail via the unresolved issues link from dell. 

I feel like I am at the mercy of the dell representatives.  For the past five days, I was talking to the reps almost everyday and could not do anything else.  There were no signs of help or attempts to resolve the issue.  There is no way for me to escalate the issue, it is useless sending mail to dell customer service, as they just direct to dell tech support instead of trying to see how the issue could be handled.  No response from "unresolved issues" link (not referring to the one sent today, but sent on July 29th). 

Looks like I am at a dead end and do not know how to get his fixed.  I tried to see if I can talk to some one in USA but could not find any numbers to call.  Is there any other forum or numbers where I can call and report the issue?  Is there anything I can do?

I guess if the tech support is based in US, my issue would have been resolved earlier.  Without the PC at home, it is impacting my work at home.

 -Rama.

I ordered a Dell Studio 17 laptop online at the Dell website on July 16. The listed ship date was July 24 and expected arrival on July 31. There was a promotion that included a free camcorder. The camcorder arrived on July 21. On July 21 I checked the status online and it was cancelled. I called to find out what was going on and was told that there was a credit card problem and I had to call the credit card verification department. I called them and they told me there was no problem and they did not know why it was stopped. I was assured that all was corrected and the laptop would be delivered on schedule. On July 28 I again checked the status and it said "order processing". I called customer service and was told that I had to call credit card verification (again). I called them and again was told that all was fixed and there was no problem. The agent told me that I had to call customer service and tell them that everything was corrected. Why me? Why can’t he call them I asked. He says that he does not have the power to do so. I call customer service and get someone that I can barely understand. She tells me that I have to call credit card verification (3rd time). I cancelled the order.

All I wanted to do was buy a laptop. I did not modify the order at all. If my credit card had an issue (which it did not) then why did they send me a camcorder. I spent a total of about 2 hours total on hold or giving my order number and name to everyone I spoke to over and over again. No one I spoke to had the power to make a decision or was willing to go the extra bit to fix this ridiculous problem. Dell better get their act together. They were once a fine company but with customer service like this they will not be around much longer. I am buying a Gateway.

In May of this year we were forced to make a decision in regards to the desktop computer in our main office. Our Compaq 5315KS was breathing it’s last and although we initially thought that the problem was hard drive related (and a cheap fix) our IT diagnosed a heat related issue with the mother board or CPU and or both.

We spec’d both an IBM Lenovo and a Dell Inspiron system with like CPU’s, hard drive and RAM capacities, as well as peripherals and monitor. Dell beat Lenovo in terms of dollars by nearly 40%. In as much as we are running a Dell laptop in another office, and had experienced good luck with it, we mistakenly assumed that their desktop would perform in a similar manner. Our IT warned us about the current issues that Dell is dealing with in terms of both initial quality and long term durability, as well as the loudly voiced outrage with their outsourced “technical support”. In our case, the bottom line over-rode the potential downsides and Dell got the nod to build the system. And this is where the tale of woe begins…

The system finally arrived several days after the stated target delivery date. It was assembled per Dells enclosed set-up sheet. Ready for startup, we pushed the power button; nothing. All connections were checked and double checked. Time to call tech. support. After negotiating the phone rat maze we were finally put on hold. Fifteen minutes later, we were finally connected. Despite the accent / language barrier I managed to follow instructions and within 15 minutes, had the guts of the new desktop spread across the floor of the office; hard drive here, DVD Rom there, card reader on the desk, wires and cables in a neatly arranged line to the right, side of the case to the left… OK let’s put is all back together now. Swell… Nothing, well OK, lets swap the power cable from the monitor to the computer. Nothing, well, OK, let me put you on hold. Another 15 minutes, OK. Thinking logically (narrowing the problem to the on / off switch based on the fact that there was an indicator light glowing on both the rear panel and the board) I asked how the front panel was detached in order to access the switch. Oh No, you mustn’t do that. Forget it, three plastic friction clips and a turn to the right and the face plate popped cleanly off; revealing a mis-installed power switch. A quick removal, reorientation of the switch and reinstallation thereof and the system fired off. I hung up, disgusted, after the tech. thanked me for my patience while he trouble shot and fixed my computer…. Strike One~

When originally spec’d., we ordered an upgraded keyboard / mouse package, which clearly showed a palm rest on the order page. The system arrived with a different keyboard than that pictured, and without a palm rest. After three weeks of dialogue via email and phone calls on hold to India, I gave up. Written correspondence on letterhead went off to Dell corporate headquarters in Texas requesting to receive what we originally had ordered and paid for. We finally received a call from a rep. in Dells customer service department (in India). I was informed that I had received the correct keyboard according to their computer stock numbers and that I was mistaken. Two more weeks and I finally requested a return authorization for the entire system. Another phone call and I was promised a snap in palm rest that would work with the keyboard that they had shipped. Not the correct one, according to the website, but at least a palm rest to help prevent carpal tunnel… Strike 2~

And now, the card reader. Without belaboring this, we have spent literally hours on the phone and exchanging emails over a defective new out of the box factory installed digital card reader. It was non-operational from day one. We have been instructed to reboot the system, had techs blame the BIOS that the computer was shipped with, pin the problem on bad connections, bad drivers, bad everything. Everything but the problem itself; which is a defective piece of cheap hardware – the card reader, which they have apparently refuse to replace. Again, outsourced overseas techs., deficient in diagnostic skills. They have not a clue what is going on and resort to a canned troubleshooting scenario that appears on their computer screen.

We have spent dozens of hours doing Dells job by troubleshooting and fixing a system that was delivered defective out of the box with numerous issues. My time is money and dealing with Dell has cost me more than the price of the IBM / Lenovo that I should have ordered from the start. As of today, unless they replace the reader, I have requested that Dell issue a return authorization for the entire system. I’m fed up with a poor quality product and poorer yet customer “service”.

I wrote here a while ago complaining about being shuffled among 14 Dell customer service personnel, none of them knew how to simply re-ship my monitor back to me.  The last person promised me they would get back to me.  They never did, so I called back several days later, and this time, it took only 20 minutes and 3 employees, and I have my replacement monitor. 

However, now probably as a result of my complaining, Dell assigned a "team" dedicated to my satisfaction, and they called me something like 4 times, to make sure I am happy and I got my monitor. 

Dell, please, read this from your devoted customer.  I love your computers, but you still don't understand customer service.  You don't make your customers happy by calling them to ask them if they are happy.  This is more annoying stuff.  If the customer is unhappy, THEY will call YOU.  And THEN, YOUR job, is to make sure your customer service department is well-organised.  What that means, is for your associates to know exactly where to route each call and quickly each call gets to the right person and is competently resolved.  THAT is how you should spend your customer service dollars, NOT by assigning teams that call people and ask to make sure they are happy. 

I'm having a huge problem with the customer service.  I purchased a Canon digital camera over 90 days ago.  After it was delivered to me I realized that although the invoice listed my $50 2 yr extended service plan for non-Dell cameras, there wasn't any documentation in the box.  I figured it must be coming later so I waited a couple of weeks.  Still nothing, so I called customer service.  I was told by a rep that my warrany information could be found on the website.  After 15 minutes of arguing with the rep that a "warranty" and a purchased separately 2 year extended service plan are not the same thing, they finally agreed to send me the service plan information via e-mail in pdf form.  I waited, and about an hour later I received some other person's purchase receipt with all their personal information on it.  I couldn't believe it.  I would be so pissed if they e-mailed my personal info to some stranger!  I e-mailed Dell customer support hoping I would reach someone more intelligent, but I got the same response to my extended service plan question.  A link to the warranty page (for dell computers) even though I clearly stated in my e-mail that I was NOT looking for warranty info, but that I would like some sort of documentation about my 2 yr extended service PLAN for which i paid extra!  Someone please help me...I would LOVE to speak to someone in THIS country about this problem.  I keep getting the run around elsewhere. 

My Dell monitor had a problem, so Dell promised to send a replacement.  I gave them my full address but they bungled it and the monitor got returned to them.  I called them back and they told me what the address they shipped it to was, I corrected them and asked to ship it again - should be simple?  No!  not with Dell - the person told me that although she was able to see why it was returned, she cannot make it ship again.  I was then shuffled between 14 (!) different representatives, for 2 hours and 10 minutes, and finally I had to quit the call.  The last person promised to get back with me, they never did.  This is horrible customer service. 

i

I just ordered on cpu yesterday online. i paid with my Dell preferred card. i suppose to get 3% discount on my total. i didn't received such discount. i called all the customer care, dell financial service, dell help support all of them none of them could help me.

dell financial service employee talk to customer care and told him to fix the problem. Customer care employee flat out said no. it was three way call; i was listen in by financial service.

i talk to both departments supervisor  no solution. i tell you this the was worse service experience i had. The time I spend was three hrs on this.

I buy a new computer every 2-3 years. I have a Dell laptop and a Dell PC. While buying those had to go through hell with Dell Customer service. I gotta admit that the machines are great. But the sales and customer services soured the experience so badly, that today while I'm shopping for a new top of the line laptop, I'm scared to order from Dell cause I don't want to go into that customer service hell again.

I think out of all the laptops that I have seen online, I like Dells the best. But I'm going to resist buying from Dell ever again.

HP laptop don't seem as great, but fool me thrice, shame on me, right.

Dell, start treating customers with respect, cause after my bad experience, my whole family stopped buying dell and my office switched to HP based on my recommendation. So disrespect to customers goes a long way.

And really, all customers want is give them what they paid for and be nice while you do it.

Richard,

Your best bet for resolution is the Dell Commuity Form. They have a wealth of information on it a do the regular forum members.

Joanne

My 2 week old M1730 suddenly started giving this error msg on boot: SQLDUMPER library failed initialization. I tried your on-line support yesterday. After much trial & error, your rep said to uninstall MS SQL Server Native Client. I did, but the error msg remained. I wonder what capability I lost in doing this? The rep then set up an appointment for a 1700 phone call. At 1750 and 10 minutes of hold, a new rep said that he would correct all the problems. He set up the Go To Assist and worked for 45 min. messing up the PC, said everything was now OK, disconnected & hung up. Then I found that the error msg was gone, but the mouse didn't work, couldn't get on line, and some program icons were gone.

Fortunately, Norton GoBack restored it to a working condition (complete with error msg). Your Tech Support leaves a lot to be desired - these two examples acted as if they knew what they were doing, but obviously didn't.

Dell Customer service is the WORST Customer service I have ever known. I bought a Canon DSLR camera from Dell. I need some modification in order. I called customer service thrice everyday they say there system is down for maintenance and call after 3 hrs. When called after 3 hrs then also same answer. How can we trust this company who has such a bad customer service. Now I feel that I made a mistake by purchasing from Dell.com. ..If any body from Dell reading this comment please improve your customer service..

I'm sorry to hear of your experience with your computer. Dell doesn't warrant software issues except for reinstallation of your software. The warranties are for your hardware. You can get assistance from your fellow Dell owners on the Dell Community Forum.

www.dellcommunity.com

If you are having virus problems, go to the Virus/Spyware board

http://www.dellcommunity.com/supportforums/board?board.id=si_virus

You just have to sign up and and either do a search for your issue or go to the board that most likely has your issue listed. You have to become a memeber to post a question, but it is free and you can set up notification so when someone answers your post it notifies you.

Joanne

I 've had my E1505 for over a year and battery has been of no real service to me. It was completely useless after about a year. I had a software issue that ended up costing me almost $300 to fix and I purchased extended warranties at the time of purchase thinking it would prevent the added cost. When I first called to address the problem I was put on hold for over thirty minutes with no help. Second time I called, I was told to call back in 3 to 4 hours. After three hours of waiting to call back, I was on the phone for over 3 hour, hung up on 3 times and it was said to be a disconnection. To top it all off, I still have threats on my computer. I can't keep sitting on the phone because I have to go to work so I can pay for the added charges. I have paid as much in warranties as I did for my laptop and was hung up on several times by someone I had trouble understanding to boot. I wish that you would work on improving your customer service.   

I think the next step for Dell Customer Service should be to start providing actual customer service.  It appears that Dell considers customer service to mean that they sell you a warranty and they never honor it.  Thus the service they provide is making sure you never want to buy a Dell product again. 

We have been trying to get our Dell PC serviced under warranty since 4/11/08.  It is really impressive how many times Dell CSR's can reroute a service call.  The goal seems to be to get the consumer to just give up on the process.  They are also very good at consuming huge amounts of their customers time with long hold times and the reroutes and misleading answers.  So while I will keep trying to get Dell to honor the warranty, I also am being forced to purchase a new PC from a more reliable manufacturer. 

I don't know how Dell can justify or excuse this kind of "service."  As the damage to Dell's reputation expands, it will probably be a difficult sell to get consumers to purchase any service agreements at all.  It would be wiser for Dell to examine the current state of their customer service, study consumer satisfaction, and develop a strong commitment to provide service as it stands now.  If Dell is unable to provide good technical and customer service now, a repackaged suite of services can be expected to be just as deplorable.

p.s. if anyone knows the trick to getting Dell to honor their service agreements, please let me know.

Lionel,

 This is really funny.  A blog is started on what is next for customer service at DELL and have you seen the comments above?  All eleven posts have been negative.  Some of the posts have been very detailed in their explanations showing that these people are not just making this up.  It is amazing to see that ever since this blog has gone up not even one of these posts has been positive.  It is pretty crazy that a blog is started about DELL customer service and every post except for the ones where you are trying to solve problems is completely negative.  You guys have a lot of work to do, I hope whatever you have planned next is a major overhaul because it is desperately needed.  Sorry to say but DELL customer service does not exsist anymore.  I used to be a loyal customer to DELL but no more.  I have been given the run around by your CSR's and I am honestly tired of it.  I find it funny, that the minute you guys steer away from your former business plan of selling directly to the comsumer only and turned to selling to big box retailers as well, that your customer service goes in the toilet.  Expanding into new territory is not always a good idea, or at least thorough analysis must be done before doing so.

This is my latest Dell experience, and it all started with my buying a pre-owned Dell XPS M1210 that had the MediaDirect functionality removed.  Took 2 weeks and $39 to Dell Tech Support before I received the disk I had been asking for, and I reinstalled everything last night, got it up and running, and my scheduled service call for between 1pm to 3pm tomorrow (Thursday) hasn't even happened yet.

Here's my story:

I could write a whole essay about my Dell/MediaDirect saga of the last two weeks.  And finally when I reached the end of my rope (after repeatedly requesting the reinstallation disk for MD), they told me if I paid $39, I would get full service plus the CD.  The service call was scheduled for between 1pm - 3pm (we need a 2-hour window, they said) tomorrow (Thursday).  The disk arrived yesterday, and I reinstalled last night.   Forget the service call!

One more thing -- the documentation that came with the MD reinstallation disk said I needed to reserve a minimum of 1038megs for MD2.  I did that, and it didn't work.  So I went to the online journals and found that I needed 2048megs minimum.  I repartitioned the hard drive with those new instructions, and MD2 installed just fine.

Dell's customer service on this issue has been deplorable.  And then when I complained, I got back form letters apologizing for the mess, assuring me that the matter would be "escalated" to the manager, and that it wouldn't happen again.  I wrote back suggesting that Dell engage someone to write customer service letters that sound genuine and sincere, not fake and contrived like a parrot echoing words he'd heard before!

Took them two weeks plus $39 before I got the disk I needed.  And this was in spite of the fact that I kept telling them I had reinstallation disks for everything BUT MediaDirect.  First despatch I received included a set of reinstallation disks for everything plus Media Experience.  So I asked them if I was mistaken and if MD and DMX were interchangeable.  No, you need MediaDirect, I was told.  But that's what I'd been trying to tell Tech Support all along!

Anyway, as I said, the MD2 disk arrived yesterday. I reformatted and repartitioned my hard drive last night, and I'm back in business...two weeks later.  I'd like to know what I paid the $39 for, because if it was for service, I've been ripped off.

Right now, I'm so disappointed with Dell that I'll probably not buy another Dell.  Someone told me that Dell customer service was slipping and I didn't believe them.  Wish I had! 

To Lionel: 

Hello Lionel I saw you were answering posts in this forum and wanted to see if there was anyway you could address my problem below, because it is very frustrating to me and many others.

This has been bothering me.  It amazes me how almost every week these Dell forums throw out another happy go lucky story about how well Dell is doing something.  Why are you all not addressing the comments that show up under these happy go lucky stories negating everything you are saying above.  The vast majority of comments are negative and down right embarassing to you Dell.  I believe it his high time that they are addressed and not just sugar coated by other more happy stories.

I will tell you what is next for Dell customer service, no customer service or wait we are already there.  Dell's so called customer service is a joke.  Their CR's dont care, can't answer questions, and think you are at fault for being mad because you are buying a product and not receiving the service you deserve.   That is not customer service.  How can you continually make fools of your customers and expect them to come back and say that you have great customer service.  Has anyone read the comments in this blog alone almost everyone of them is negative.  Take a hint you customer service is non-existent.  Stop outsourcing your phone centers overseas to save a few dollars and start spending some more money on the quality of person you are putting behind the phone, because you are obviously not spending the money on your battery technology because that is a scam in itself.  From what I hear your laptop batteries die 1 year after purchase conviniently right after the warranty runs out and then the batteries cos $200-$300.  Yes that is completely fine and you should proud of yourselfs for providing a product like that.  Give me a break Dell restructure your organization, it is not working.

To reduce customer frustrations caused by long wait time on the phone, do what Costco does. 

When you call Costco's customer service line you are told by an automated line that the approximate wait time is 20 minutes. Then you are asked by an automated message "Do you want someone to call you back?" If you say yes, you punch in your phone number and record your name, and someone from Costco will call you back in 20 minutes. When you pick up the phone, an automated message says "Hello this is Costco, this phone call is for" and plays back your name that you recorded. If you accept the call you immediately get connected to a customer service rep. I tried the system twice and in exactly 20 minutes or less Costco calls me back! So instead of waiting on the phone feeling frustrated, I can eat my lunch, do computer work etc. Awesome idea Costco.

I have just read a copy of an e-mail my father has just received from Dell customer services. He ordered a Dell laptop on my advice as a my department within Ford Motor Company utilise them with no concerns operationally. The laptop has never been delivered and he has spent the last month helping with the investigation only to be told today that the item was signed for and he will not be receiving the laptop and to contact the police if he wants to. I am fuming that an 80 year old man can be accused of fraud in this way. I might also point out that the signature was signed "GREEN" only according to Dell customer services. Who ever signs their surname only! This is obviously theft from the delivery company so why should my father lose out in this way.

As of tomorrow I will be getting involved in this issue personally and I will either get it resolved or communicate the facts of the matter to my colleagues within Ford via our Global intranet. This is highly embarassing to me and as a company you send me monthly invites to purchase your products for my wifes business.

Good products but disgraceful customer service.

I regret too be so stupid and buy a Dell. Your laptops are the worst in world. Your service is a joke, and i can't wait for my XPS to blow and your company to go down

I think that Customer Service can be GREATLY enhanced by not having the Dell Support Center hang up on people as they did to me.  I'm sure my phone call was dismissed by citing my "rude" or "abusive" behavior.  That certainly closes the book on an issue, not subjecting it to review, even though the accusations are patently untrue.  If the off-shore support staff is incapable of addressing a issue with a FORMER customer (I certainly won't ever purchase another Dell product and will encourage my sons,high school and college graduates, to puchase other-than-Dell products) they should be taught to transfer the issue to someone capable of handling the small issue - instead of abruptly HANGING UP! As you can tell, I am wholly unimpressed with a promise by Dell to imprve customer service.  I would be impressed with ACTUAL customer service and actual monitoring of off-shore support facilities.   

On my latest call to Dell service (Gold, server), the initial answerer did not subject me to a long 'menu' (script) of questions to answer, possibly because of a wrong answer I gave to one of the questions?

However, I still have the same comparison to make between Dell and IBM.

When calling IBM for service, the entire thing is short & sweet. I'm not left on the phone on hold while the tech does 'paperwork'. Whatever Dell techs are required to do is apparently many times that of what is required for the IBM techs.

Why is IBM so much more efficient than Dell at handling these things???
 

A friend of mine (Certified Technician) recomended I buy a DELL a few years ago. He configured the system (online) to my needs and I ended up with a high end Dimension. I was very happy with his selection. I also took out a 3 year onsite service warranty. When I ran into a problem with a Floppy Drive I called DELL's tech support. I was routed to India!!

After hours on the phone I gave up due to the Language barrier. Nothing against the Indian techs I am sure they are qualified but the English they spoke was so hard to understand and I had to repeat myself so often I gave up.

Now you are offering premium paid support for North America - does this include Canada? The pilot in New York for XPS customers was a success (from what I hear) and the support team for that Pilot was run out of Ottawa Canada. I follow the IT industry and am extremely disappointed with DELL pulling out of Canada. The Edmonton call centre was Closed - 700 tech support gone.

The Ottawa site is next. Most likely closed by the end of June - 1500 techs gone.

As the new service you propose is fee based you will make more than enough money to reopen the Edmonton site and keep the Ottawa site open and fully staffed.

 Outsourcing to India and other offshore countries saves Dell money for sure but the downside is Customer Satisfaction. If we cannot understand the offshore techs Customer Service will hit bottom. That will send existing and future consumers to your competitors such as HP who are investing in the US by building 3 new customer support centres in the US. North american customers want to be supported by North American techs.