I have been a loyal Dell customer for years, purchasing several home computers and using several at work. When my twin daughters needed computers for school, i went straight to Dell and got two Inspiron 1525 laptops. The rest of the story reads like a case study of terrible customer service and even worse hardware and software product quality.
It has only been 1.5 years since we purchased the laptops, and since day 1, my wife and I have spent over 25 hours on the phone with customer service - without acceptable solutions. The majority of our time on the phone has been spent on hold. When a rep answers, we are sent to new reps for unexplained reasons. After more wait time, the reps then try to sell us warranty packages. If Dell expects to be a leader again in the pc business, it should focus more on satisfying unhappy customers with better products - rather than trying to generate revenue through warranty upgrades.
The product quality issues are even more concerning. Both laptops have had multiple problems: broken space bar, broken mousepad key, blue screen, frequent shut downs, inability to start up (even in safe mode), etc. Dell replaced a hard drive and a keyboard, but two months later the problems started reoccurring.
The fact that this has happened to two laptops makes it all the more concerning. Is it too much to expect that Dell deliver a quality product to its customers that prevents them from ever having to call customer service? In the rare event that a customer does have to call customer service, is it too much to expect that the phone is answered promptly and the rep focuses on solving the issue - not selling warranties?
I'm at a loss. My long-term customer loyalty to Dell has faded. I expected a Dell laptop to work for years - no just a few months. Dell fixed some problems under warranty, but now that more things are breaking, Dell is saying because my products are out of warranty (by a couple of months), they can't help me anymore.
Unfortunately, I am strongly reconsidering my loyalty to Dell. They don't seem to care about customer satisfaction or loyalty. I am in the process of researching laptops from HP and Apple. These companies seem to know that quality products and service are what earn them top spots in the industry and in terms of financial performance.
It's amazing how image doesn't match reality - Apple is about even with Dell on product reliability, while HP is far worse (the worst, in fact). And if you've ever had to deal with HP support, you know they're bottom of the barrel in that regard as well.
The Dell reality I have experienced is all I have to go on.
The problem with computers is the same as with the airlines - consumers demand rock-bottom prices high level service. You can't have both.
Just as you won't get Lexus-level quality and service with a Chevy Aveo, you don't get high level customer service -- from any manufacturer - with the cheapest notebook in a given manufacturer's line, which is what the 1525 was.
The hardware failures are unfortunate (and they're not uncommon; 25% or more of all notebooks have a major component fail in the first three years), but the basic level of support is typical of Dell and others - as with the airlines, if you want a larger seat or more perks, you pay more.
Yes, Apple support is better - but I don't see Apple selling any $400-500 notebooks like the 1525 was when you bought it. Their cheapest notebooks are double that price.
In other words - you get (or got) what you pay (paid) for.
ecsmithwickI expected a Dell laptop to work for years - no just a few months.
i guess it is like everywhere else - cutting costs, customers expect low prices and that must reflect on quality
nowadays laptops are much more like disposable items, 5-10 years ago they were costing a fortune and most of them work until today, while todays laptops are produced to last more like 1-3 years...
not too many people would like to pay 200% for same specs laptop just to make sure it will last 10 years because it will be obsolete in 2 to 4 years anyway, and with that number of players on the market all big players have to have same prices for their systems or they are out of game... there are plenty of good laptops, but not in budget \ entry level area - too much competition there
I strongly agree with the initial post I've been using my computer Dell Studio 1537 by more than 6 months and I must say that I have been over 72 hours stuck to the forums, online support, email support, support for chat and support for phone, I began to have drawbacks as my computer after 5 minutes of first start, go over 30 days trying to get me resovieran the problem, I think the intention was to avoid at all costs to return their equipment at the set time for this operation, the coaches are looking for ways to circumvent the resolution of the problem, I have problems with actualemte an interruption of the system and have uncovered so many times that my team and I sincerely feel devalued, now tell me that since they have replaced all the parts arrive to the conclusion that the team is normal, is the first time I see that a manufacturing fault is normal, I'm finally seeing the possibility of initiating legal proceedings against the company but the process is cumbersome and expensive and not no guarantee that his team can overcome the legal department, annex I'm the first to report this problem, but nevertheless normal ....! jejejeje are incredible. As for the appreciation that are made to HP and Apple I totally agree HP has excellent support in addition to a fairly complete wed site, equipment manufactures do not have errors and are ready to replace equipment if necessary and only if percisten problems, now I have an HP Pavilion DV14 and OfficeJet Pro L7780 and have no complaints with the performance of service and used parts for the workmanship of them, a great example of a true multinational computing.
Laptops are fragile because of what they need to do in a small package. Failure rates are about 20% year.
Breakages of keyboard and touch pads are common, especially with kids.
What ever you buy, it should be either a cheapie with a one year warranty, or a more expensive unit with long term warranty/accidental breakage coverage. Better units would be business laptops,as they are built to take more punishment.
XPS M1530, 2.0 Ghz Core 2 Duo T7250, 4 GB 667 Mhz RAM, 200 GB 7200 RPM Hard Drive, Nvidia M8600GT Video - 314.07 Driver, Hi Def LCD - 1680x1050, Windows 8.1 Pro 32-bit
Inspiron E1705, 2.0 Ghz Core 2 Duo T7200, 2 GB 667 Mhz RAM, 160 GB 5400 RPM Hard Drive, Nvidia 7900 GS Video - 179.48 Driver - 1920x1200 - WUXGA, Windows 8 Pro 32-bit
Dimension 9100, i-630 P4 with HT, 3 GB RAM, 160+320 GB 7200 RPM, Nvidia 6800, Windows 8.1 Pro 32 bit
Inspiron 660, 3.0 Ghz i5.-3330, 8GB 1600Mhz UDimm DDR3, 2+1 TB Hard Drives, Nvidia GT 620 - 314.07 Driver, Windows 8 Home - 64 bit.
Sadly I must agree with you wholeheartedly. See my post from today titled, "Caveat Emptor! Why Dell is #3 and dropping." With all due respect to ejn63's comment that this is in part due to ordering an inexpensive laptop, my expeiences ins on a $1400 Studio XPS system -- hardly cheap! Dell has declined and what is worse, they do not seem to care. :(
I totally agree with you, and it is true that you get what you pay, but you also pay for good performance and good support, and when they purchased my team did not think it was that bad, plus if a team is bad for manufactured should not put up for sale because no one wants something bad, is better qe pormejor suggest higher prices as quality and not refer to a computer that does not, personally I think you pay others for what they purchased, Dell has not come so expensive components and there is little they pay in taxes for having parts of workmanship of East Asia, think about that too.
The problem with that, is that ALL notebooks now are built by the same companies under contract to the "name"on the outside. Over 3/4 of all notebooks are built -- using the same internal parts -- by just two contract manufacturers. Doesn't matter whose name is on the outside - the inside is the same.
There are still some support differences - but in general, with any of the majors (Dell, HP, etc.) if you want anything more than rudimentary support, you pay extra for it - just as you now pay to check a bag, for a meal or snack, or even for an exit-row seat -- with the airlines).
Earlier I said that was very much agree with these concepts, the problem is that advisor's do not either at the time of purchase, my team besides all the problems we have is very limited in terms of updates, I drew on the experience I've had and my experience tells me that the company is bad, never exceeded HP, Apple or Acer in what he has to do with informatics. But this is good result, give an example from your experience and your bond with the company to see the guarantors of what you think.
Dell is absolutely in decline. I have had my new system, originally promised 2 weeks after purchased, pushed back twice because of Dell incompetence. Its not just Dell customer service that sucks, its the whole way they treat their customers and run the business. I've been a loyal Dell owner for almost a decade, however this is the last straw. I have already submitted official complaints with the Better Business Bureau and the Federal Trade Commission about their false claims and business practices. The ONLY reason I haven't cancelled my order is because I got a killer cashback deal via Bing on the system back in November. However, I will NEVER deal with Dell ever again after this. (btw Dell, I live in Texas and ordered a computer from Texas, why on earth is a representative from Dell International telling me about my system delays? This sums up how convoluted and out of control Dell has gotten in their business model)
You if he knows, he could advise me to force Dell to fulfill its responsibility, obviously my case is not grand, but the problems I have with my computer if problems are generating me when routine use particularly in multimedia environments.
i agree with you EJN63 .I have had numerous computers over the years and have had to deal with support for all of them. I have had better experiences with Dells.
Apple is pricey for what you get and i run pc's. I have a lot of cash invested in software so i am not gonna' switch anytime soon. Apple has their own set of quirks too.
I have a problem with Dell's differing levels of support as i would rather just have one level of support. Good support. I pay a little more for their pro level support , and even with this price increase their configurations are hard to beat in cost.
My experience was ok with their cheaper support, however they don't seem as knowledgeable. They are at least polite if treated with respect, and i get results with some patience. If i had better choices i would be there.
I agree. I used to be a huge fan of dell (the D600 series were rock solid) but all the new stuff I've seen is just horrible. I handle purchasing for a company of 100 employees and I'm switching to HP because Dell's quality has gone down so much.
Example 1: I just purchased a Precision M4600 direct from dell and the lid latch was finicky as soon as I opened the box. The lid on the laptop won't stay closed and this is supposed to be the high end business line of product. Unacceptable.
Example 2: All newer dell touchpads are horrible. They're sluggish, spongy and basically unusable so that everyone who uses them has to carry a mouse around.
Example 3: All of the Inspiron 5400s that we purchased 2 years ago are dropping like flies, whether it's the screen inverter or the wifi card or just hardware blue screens.
Example 4: The Precision M90 that was purchased a year ago has a disk controller that's failing. I've swapped out HDD's multiple times but the system keeps dropping disks. Who's ever heard of a disk controller that goes bad in a laptop?
I just don't have time for this. I need hardware that's going to last at least 2 years. Every D630 we have is still kicking. I'm using a 6 y.o. HP Pavilion dv9730us that never dies.
The drivers page at dell.com no longer working with chrome is the final straw. I don't care if we have to buy all new docking stations.