Direct2Dell

I have NEVER been so disatisfied with a product that I would go and blog about it. Well the combination between the lack of customer support (which might inspire loyalty) and the fact that I have had more problems then I have ever had with a computer make me want to blog and scream from the ceiling to think twice about purchasing your products.

First, let me start at the beginning. It was 2004, and I wanted a good computer for my master's degree. So, I bought near the top of the line. I was so happy....until WAY before a year was up, my motherboard died. I lost all of my master's level work. I would never think before a year that my motherboard died. Yes, the motherboard was replaced, and I was much smarter this time, so I didn't save anything too important. So when it went for a SECOND time, I had enough. After hours on the phone with your "helpful" customer service, they gave me a new computer. Imagine my surprise when I turned the computer over and I realized instead of replacing my barely a year old computer your company gave me a REFURBISHED computer with its own host of issues. Sound card, what is that? I have no sound out of this computer, because within a month of receiving my computer, the sound card died. My headphones fried in it, and I had to repair it myself. I was hoping out of customer courtesy your technicians would help me with a network issue that I had recently, free of cost. Alas, no. I had to pay if I wanted your technical support to help me. I am very disappointed with your products and customer service, and it would take a tremendous amount for me to recommend your products.

I have purchased Dell computers since the early '90s. The PCs have been very good, but customer service has deteriorated seriously since it was transferred overseas. Just purchased an M4300, and sad to say, it has not improved.

The purchasing agent spoke very poor English and was unfamiliar with the product. The unit was shipped late because they "ran out of XP Pro licenses (?!? Dell, one of MS's largest clients?) DHL next day delivery took 3 days to get one component to destination.

I ordered an extra power supply separately for the office. It was shipped without an A/C cord (apparently now they have to be separately. Never had to do so befoire, and and there is no notice to that effect!). My old Dell power cord was not compatible, so cannibalizing it was not an option.

After the sales rep was told that the unit needed a CD-writer it was shipped with a read-only DVD/CD unit (on an engineering PC!). Apparently "8X CD/DVD Data Only" is supposed to somehow mean that it is read-only. It took four calls to find someone that could figure out why I could not write to a CD. The answers (even with the tag code that accesses the specs) ranged from reinstalling drivers to adding "CD Drive" to the right-click menu. Indian/Pakistani help was completely clueless, it took US technical support to figure it out. The only help I received that knew anything was in the US or Panama.

I arranged a swap for a writer, and when the new drive finally arrived I was given a web link that would supposedly print a return label. It did not work. The lady who arranged the swap was never available. No opetions were given for alternative assistance---just "leave a message." 

After a series of calls over two days I finally reached a supervisor who gave me a UPS return number. Arriving at UPS I found that the number was meaningless to them. Of course, the return support person was still unavailable. After three attempted calls I called the support number and finally got a person who could supply the address of the return facility. I shelled out the $8 and sent the drive back on my nickle. After that I received a number of emails with new labbel links and a phone call (finally) apologzing. Dell trains its employees to apologize so readily it is meaningless and becomes annoying.

I like Dell PCs and spent $2,000+ on this one over my wife's pleadings to buy a Macbook Pro like her. However, my experience with purchasing and setting up my previous D600, and this M4300, were abysmal. Dell needs to try using its own order lines, try its own return procedures, etc. If you combine poor english-language profieciency phone reprsentatives, an all but inscrutable UPS return system, and the horror that is Windows Vista (I bought XP under the wire). Please arrange for US service for your top-of-the-line units at least.

Sir, I am living in Pakistan and I had purchased Dell Latitude Notebook which has been stolen by the miscreant and till to date I did not find any clue. That Sir, I have a very limited income and I purchased it from my savings of  10 years. Now I can not purchase  one more time.  Is there any option  to grant  me  a  notebook  on  humanity  basis.

 Towards the end of 2007, we purchased a Dell computer XPS 420 with Microsoft Vista.  This has to be one of the worst investments of money we have ever made. I have decided to let everyone know what has happened to us.

Our last computer was a Dell computer.  The people were super nice and professional.  The computer lasted us for 5 years and performed wonderfully.  We were very happy with this computer and when we needed to buy another one, Dell was the logical choice.  What a mistake.

The computer itself works fine; however, none of the programs I used with my other Dell works on the new one because of Vista.  I feel as if I paid close to $2,000 to be the tester for the Vista system.  At this point I have to use both my new computer and my old computer because of the problem with program compatibility, which is very frustrating.

I do not blame Dell because "buyer beware."  We purchased because of the name, Dell.  This won't happen again.

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