Sorry for being late with this. Let me just jump right in.
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My experience with Dell has been one from hell. I find it unacceptable that you are on the telephone for four hours(does not include on hold time) and the problem is still not fixed. Computer sent to our outside support system for repairs which incurrs cost. Problem found then more telephone wait time and discussion from Dell Support ( wrong name as there is not much suppport). I will not buy another Dell system and will advise other persons and companies not to also. Dell does not care if it causes persons or companies costs to repair their systems.
Eric: Sorry to see that things are not going well in the support process for you. I will send you a direct e-mail to get some more specific information from you so that I can get you connected with someone who can help.
I am trying to find out what the deadline is when Dell will no longer offer a Windows Vista downgrade. I have now spent 2 hours surfing Dell's website and other websites and cannot find a definitive answer.
Can you shed some light in this area. The company for which I work is mostly a Dell shop from desktops and laptops to servers and storage. I don't forsee that changing anytime soon and we are debating over when to make a formal cut over or when we will be forced to go straight Vista on all our new machines when we refresh the leases.
Oh and by the way, unlike Eric's post of 2 JUN 08, we are a very happy Dell customer. Our sales and support team is top notch. We have no complaints! I love Dell!
Thank you in advance.
You may want to check out these two links for updates on the downgrade program if you haven't seen them.
If there is a change to the policy I think it would be posted to the Dell Answers pages and announced on our Small Business blog.
I don't know if this is the correct spot to post a review. I bought a Dell Inspiron 1520 laptop in March of 2008. I recently had a virus infection. A tech support person had called me to tell me my Dell On-Call warranty was about to expire. I took the opportunity to tell them I had an error message for a corrupt file I could not get rid of.
The tech support person told me the 3-year subscription I purchased to Trend Micro PC-cillin with my computer was not sufficient to protect me and I needed to buy a 3-year subscription to Casper Internet Security. He assured me I would receive a refund for at least the 2 unused years of my subscription. He also told me he would speak to his manager about my getting a complete 3-year refund, but that I needed to talk to customer service about the refund.
When I tried to reach customer service, I had to call several times. It took 7 attempts. (Either I hung up and re-called, or I was transferred to a different person or waited on hold a long time.)
Customer service told me they could not give a refund because the license key had been sold. They said there was no documentation in the call notes that the tech support person had told me I would receive a refund. The tech support person just wanted to sell me things he said I needed -- an external hard drive to back up my system, a 3-year subscription to Casper, a memory upgrade, and an extension for a year of my Dell On Call wArranty.
Dell should not be allowing tech support people to promise things that customer service is not going to deliver. Customer service says there is no documentation that the tech support person promised me a refund. Customer service also implied that tech support could authorize the refund. The call is supposed to be recorded -- why can't they check to see what he told me?