Blog Debate About Dell's Media Coverage

re: Blog Debate About Dell's Media Coverage

lip6 — Sun, 20 Jul 2008 21:52:54 GMT

Below is an email from my wife sent today.

We have had a horrible time with the Dell Inspiron 1420 since we purchased in August 2007. After several months of making complaints, Dell's rude and ineffective overseas customer support team finally sent a new harddrive and battery.

Now, instead of an occasionally-functioning computer, we have a zero-functioning computer. Simply put, the Dell contracted technician who installed the "new" parts says our computer is corrupted and we need a new one. The computer is completely unable to unfreeze. Can't someone PLEASE HELP US?!

Someone from a position of authority in U.S. or Texas, you should know that the overseas customer support has been atrocious. We have bought 3 computers from Dell in past 10 years, and this will be our last one unless we get help immediately. PLEASE don't waste our $1200 purchase. It has stifled my wife's profession and made us very impatient and upset for some real help.

From my wife:

To: Shamkumar, Senior Support Resolver

In regard to our conversation this past Saturday, July 19: I do not want another hard drive shipped to my home to be installed in my 1420 Inspiron Dell Computer. You did not seem to accept that I was not satisfied with your resolution in this regard when we spoke on the telephone.

We have gone through the channels you pressured us into when we accepted the last hard drive that was shipped to your contracted Dell technician. That technician, your very own Dell contracted technician, came to my home and installed the new hard drive which did not work. That technician, your very own Dell technician whom you pay to service your product said we need a new computer.

We have had numerous problems with this 1420 Inspiron and have attempted to resolve them with you. A problematic computer -- and now a non-functioning computer -- is extremely detrimental to my livelihood as I use this computer for work related business.

Mr. Shamkumar, you have been extremely frustrating to the point of being abusive and harrassing. My husband has requested to speak with your supervisor and you have refused. I have attempted to contact Dell through whatever other number I could reach so that I did not have to meet your robotic and unreasonable response which refuses to attend to our needs, a long-standing Dell customer.

In case you have missed the point once again, we do not want yet another feeble attempt to resolve fixing our computer with band-aid solutions. We want this computer replaced as it is defective.

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I will add that we do not want overseas customer support to send us another hard drive and battery, only to waste another day with my wife having to stay home to meet a techician, only to find that that one doesn't work either. In fact, the technician that DELL SENT said it's likely we need a new motherboard and touch pad as well. This is getting ridiculous. Please send us a new Inspiron or refund our $1200.

re: Blog Debate About Dell's Media Coverage

Robert Peltier — Thu, 20 Mar 2008 15:47:57 GMT

I've bought 5 dell computers, two printers, one scanner, and one Axim PDA over the years and, although there have been minor glitches (I was billed twice for the PDA and, when I called to have the second charge remove, a representative told me I'd have to send her a copy of my Mastercard invoice!), on the whole, I've had excellent service.

I've also had 4 Macs during that period, and their service wasn't nearly as good--but I never had any big problems either. They come out of the box, set up in a very few minutes, and work for years and years. My Dells have taken a bit of tinkering to get operational, but I don't think it's Dell's fault; the operating system(s) have been cranky, and Vista is a horror show. MS should not be allowed to sell something that works so poorly (and infrequently).

I can run (though I don't) MS operating systems on my Mac; I sure wish I could run Leopard on my XPS!

rfp

re: Blog Debate About Dell's Media Coverage

Arun — Tue, 12 Feb 2008 20:11:32 GMT

I never had any problems with dell customer care ever after buying 4 cameras and 4 notebook purchases... though the wait time on the phone can sometimes test your patience.

One suggestion : Please give up with these coupon code stuff and standardize the price so that all laymen and geeks buy notebooks and accessories at the same price !!

Today the person who has the outlet/time/geekiness to search for coupons gets a hell of a better deal than a normal customer.

We do not know what the stuff is really worth because another guy might buy it at half the price using a coupon !

Standardize the prices like Apple. Please dont confuse and have customers search and wait for coupons to buy stuff !!

re: Blog Debate About Dell's Media Coverage

fantezi — Tue, 27 Nov 2007 14:33:13 GMT

Thank-you for paying attention to your customers, beyond the point of selling them a PC! I am always amazed when companies always look for the next customer, rather than pamper their existing customer. I guarantee that if you put your entire marketing budget behind those customer that have purchased a Dell - those customers via word of mouth and/or the blogsphere would send you more customer than any advertising or marketing campaign you could come up with.

re: Blog Debate About Dell's Media Coverage

Steven — Wed, 20 Jun 2007 08:25:04 GMT

I wish I could say the same thing. I posted a lengthy comment on this site about my dreadful experience with Dells customer service, which for me was basically an Asian wall of defence that is impenetrable, and it wasn't even allowed to be posted.

I then emailed directly from this site and have had no reply. so I'm not really sure where exactly they are trying to improve their customer services because for me buying from Dell was really the worste experince I have ever had as a consumer and it has left a bitter taste in my mouth. It was my first and most certainly last time as a Dell customer.

re: Blog Debate About Dell's Media Coverage

LarBel — Sat, 12 May 2007 12:40:48 GMT

I've been a loyal Dell customer for years. I've purchased 5-6 Desktops, printers, etc. for home to small business use. Sometimes I had problems with the pc's, but most of the time not. When I had a problem, I found I was able to call Customer Service and they were friendly and willing to help me with any-&-all the time I needed to try and correct the problem. When the calls were finished, the rep did encourage me to call back if a problem continued, resurfaced, or if another one occured. Likewise, I, too received a follow up e-mail from the tech that had help me. I have nothing but good to say about Dell.

re: Blog Debate About Dell's Media Coverage

Aaron Clow — Fri, 16 Feb 2007 18:04:29 GMT

Oh this is classic. Not only does customer@advocate@dell.com bounce, but so does lionel_menchaca@dell.com

Is there any link at the "Contact Us" page that actually works??

re: Blog Debate About Dell's Media Coverage

Aaron Clow — Fri, 16 Feb 2007 17:59:58 GMT

My personal experience of the past two days shows that Dell still has major problems. I have learned never to say never, but it will be a cold day in you know where before I decide to purchase anything else from Dell.

My eagerly awaited laptop from Dell Outlet arrived yesterday with keys and mouse buttons that were STUCK. After waiting on hold 45 minutes for tech support, a new keyboard is coming that I will have to replace. Then I remembered that wouldn't fix my mouse buttons. I went to "reply" just as the e-mail the tech sent me said I could do and I got a quick return -- MESSAGE UNDELIVERABLE. Huh?? He said I could just reply and it would be routed directly to him. Nope. I figured since I had authorization to remove the keyboard, I'd see what actually happened here. I found out that the previous owner had SPILLED LIQUID into the laptop. Everything underneath the keyboard was sticky. How did this pass Dell QA for sale on the Outlet??? I called customer service. They are in India. All their systems were down and no one could help me. They offered to call me back tomorrow, but I figured I'd just try to call them again. I e-mailed Dell support. It has been almost a day with no response. Then I found this site and the address customer_advocate@dell.com. Guess what?? That address BOUNCES as well!!

I am one frustrated Dell customer right now. I have used their business machines for years purely because of reliability. I'm hesitant to let one series of events cloud my whole view of the company, but so far that's what's happening. Just in the first place, HOW does Dell Outlet think that selling me a laptop that has had liquid spilled into it is in any way acceptable? If this had happened to me on Ebay I'd be going after the seller in a big way right now.

re: Blog Debate About Dell's Media Coverage

goodtime — Wed, 07 Feb 2007 23:21:50 GMT

Thanks to Michael and CP. All of my issues with Dell have been resolved. :) Very happy with the final result and I am very glad we were able to come to a final resolution. Thanks Dell! I hope your company continues to thrive and improve.

re: Blog Debate About Dell's Media Coverage

Lionel_Menchaca — Fri, 02 Feb 2007 04:41:18 GMT

goodtime: Saw your blog and apologize for the issue with DHL. I'll have the blog outreach team post on your blog entry so they can help you resolve the issue.