Dell's 23 Confessions

airbottom — Thu, 19 Mar 2009 15:59:30 GMT

She said it was the poster of the xps computer that came with it. I am going over there today and get the low down. Another chimed in first to help and I am going to send her the info after I get it. Thanks.

DELL-Todd S — Thu, 19 Mar 2009 12:26:29 GMT

@airbottom -- if you would like to PM me some more information about your mother's order I'll have someone take a closer look at the case. Not sure which picture you're referring to but there may have been something else not returned or a restocking fee applied to that return. I'll ask someone to investigate and get you more information.

airbottom — Thu, 19 Mar 2009 02:58:54 GMT

Am I supposed to believe that this is a isolated incident? Dell preys on people like my mother. My mom wanted a regular computer so I told her to call you people, A couple of weeks later a 7,000 dollar xps system showed up just so she could play a 29 dollar video game. Your phone people really took her to the cleaners. She told them she only wanted to play a laura croft video game. I had her call them to take it back which they did but now they are charging her 1,000 dollars (yes thats one thousand) for the picture of the xps computer they included in the deal. She forgot it and has since misplaced it. I am sure you can get those printed for pennies and I am wondering why you are trying to milk a grand out of my mother. You will be hearing from me I can assure you.

re: Dell's 23 Confessions

perfect0 — Sun, 07 Dec 2008 23:29:29 GMT

I have an Inspiron 9200. I purchased this laptop when I was still based in Houston, Texas. I was fortunate enough to have my LCD replaced about a year ago here in the Philippines. A subsidiary of Dell here in the Philippines, Accent Micro, came to my home and replaced the defective LCD. Unfortunately, I am experiencing again the vertical line defect. Now, it is a one-inch thick vertical stripe. I remember speaking to the service person while he was replacing the LCD, since I noticed that the replacement LCD has exactly the same part. I was wary having realized this and asked him why Dell was replacing a defective part with exactly the same part. He told me that this new part albeit the same brand and specifications was not defective. I think now he is mistaken. It is frustrating that I, among so many others affected by this defect, experienced this once. But for us to experience it again, well, is, disappointing. UPDATE: I have been sending email messages to vertical_line@dell.com but have yet to get a reply. Is this email address still one that exists and one that Dell attends to?

re: Dell's 23 Confessions

Thom Walker — Thu, 30 Oct 2008 23:00:00 GMT

I am extremely disappointed with Dell's "solution" to the vertical lines problem. Sad, since at first it seemed like you were doing the right thing. Long story short: My 9300 was slightly less than three years old. I had had the line problem for years, but finally found this blog.

Got customer service. After initial "it's out of warranty" mandatory statement, I referred the service person to your blog. Problem got handled and I had a "new" screen in three days. Amazing performance.

Oct 30 and I now have 20 lines on the "new" screen (8 more than the original). However, now my 9300 falls outside the 3 years. Nice maneuver, Dell. Replace a defect with a defect and wash your hands of the issue.

Not that it should matter, but I have owned six Dells. This is my last.

re: Dell's 23 Confessions

Angsuman Chakraborty — Sun, 21 Sep 2008 12:30:23 GMT

Absolutely brilliant comeback! I wonder why the take-down notice was sent in the first place. My guess would be because of drop it and get a new Dell piece of advice. Would you care to reveal?

re: Dell's 23 Confessions

John McElhenney (of Dell) — Sun, 10 Aug 2008 22:54:59 GMT

This post is an example of what makes the social web work. Yes, there will always be trolls who try and shoot down anything corporate, but Dell stepped up to the plate here and apologized for poor social media citizenship.

I am proud to be working on the team enabling this connectivity.

re: Dell's 23 Confessions

Don Smith — Wed, 16 Jul 2008 15:10:31 GMT

Did I mention that I also bought a 37 inch hd tv from dell? Along with the computer I paid them off within 30 days. They are upset ,I am sure, to lose all that money on finance charges. I am awaiting my next invoice from dell, so I can write something interesting on it and gladly spend 42 cents to communicate it to them, enen tho it falls on deaf ears.

re: Dell's 23 Confessions

Debra Cooper — Wed, 16 Jul 2008 11:03:42 GMT

Mr. Smith, why would you think that they would honor coupon or anything else? i bought the extended warrenty on my dell xps 400 but guess what? after numerous calls dell to try to figure our why my internet wasn`t working, I called the tec. for my internet service that i had at that time and guess what?, after they told me it was a bad modem , thats what i tried to explain to dell but i ended up having to buy a modem and put it in myself. they sent me an email that they were glad to help me with my problem!!!!! hahahhaha ! If i ever buy a dell, it will be without the warrenty.....i am not planning to ever get one of those computers a gain!!

re: Dell's 23 Confessions

Don Smith — Mon, 14 Jul 2008 23:51:10 GMT

Tried to buy a printer on sale. Used $50 coupon sent to me by dell. Total price came to $49 after sale, before coupon. I was contacted and told coupon only good for over $50 purchase. Fine, Just send me printer for $49 as advertised, and dont redeem my coupon. Ok they say, new price for printer will be $99 and coupion has been redeemed and is no longer good. Fine I said, cancel order and cancel my extended warranty on computer. Sorry, your extended warranty cannot be cancelled. I reordered printer later at sale price of $49. Received printer, okay with deal. Still getting billed for extended warranty, so I keep writing on bill that I will not lpay for ext warranty or accumul;ated late charges, but will pay for printer. Does not seem to compute with call centers, so I will not pay at all, not even for printer. This does not seem to faze them, as the answers to my questions don't seem to be on their screens, they just keep wanting to know how they can resolve my problem. I guess they cant, even tho I keep putting attn Michael Dell on return envelopes. Hope someday to afford a Mac. Goodby.