why dell why?

[imnotbob]

I AM USING MY FIRST AND LAST DELL. I purchased this laptop 18 months ago. I must say it worked fine when it didnt crash or get screwed up by me. But two months ago my power supply took a dump. Not such a bad problem I figure I will call dell they will send me one it wont be at a great price but I will be able to use my computer. Well it sort of happened like that. I call dell order a power supply for my inspiron 1000. TWO WEEKS LATER I get a power supply for an inspiron 5450 how? the two items dont sound anything alike, not even to the indian call center workers. I call dell and say they sent me a product that wont fit. they say oh I am sorry for the inconvieniene let me transfer you to the parts department. WELL WHO DID I TALK TO WHEN I ORDERED THE DARN THING. they screwed up already. They say oh I need to transfer you to a repair specialist. WHY. I need parts not repair oh that model is not being produced anymore therefore you must talk to a repair specialist. OK WHATEVER. The parts guy says that he will order the right part for me and then transfer me to someone else for the return. OK. I order the parts and he begins to try and upsell memory upgrades, fine except for the fact that the elcheapo laptop I bought has memory integrated to the motherboard I inform him of this fact and tell him I have already tried to upgrade and found out it is a no go HE ARGUES WITH ME I tell him I would love to upgrade my laptop but it just isnt possible HE STILL ARGUESS WITH ME AND INSISTS I TAKE ALL ACCESS PANELS OFF OF MY LAPTOP TO FIND THE UPGRADE SLOT, at this point I yell at him and tell him to just process my order. OK so now I am talking to the return person who informs me that even though they f'd up I am solely responsible for shipping costs muther f'er I am not happy but they say that is the way it is and I cant get any other deal. FINE. I get the new piece a further two weeks later, during this time I have sent the other piece back and then I get an email saying that the return has been processed. GREAT, oh but what is this? I am being charged a 15 percent restocking fee. So now it has cost me twenty five dollars worth of extra shipping(bythe way did I mention I had two pay the shipping for the second piece from dell) and I had two pay ten dollars for restocking. wow that is great service. I call dell and try to explain to them why I feel I should be reimbursed they tell me that there is nothing they can do. that is just the way their system works. The big guy that has the money and power screws the little guy with the little money and little power again. next time I will buy an acer have read great things about their products and service. F U Dell ............. I hope you go bankrupt you have very few employees in this country anyway I would not feel to bad if they went under for feeding the market with your crap, thank you and good night. Also the total price for the sixty dollar power supply now hovers around the c note area. never again dell. oh dell bought alienware last month so you folks with high end gaming rigs from alienware get ready to get screwed by dell.thanks

[SleekStreak]

I'm sorry you had a terrible experience with Dell. It sounds very out of the ordinary, however. I've had 3 dells at home and have been very happy with them. I have also had an HP and a Sony VAIO. The latter two have given me all kinds of headaches (The VAIO is the one I'm on right now, the newest one) and I wish I had just gotten another dell. In my past experiences it has never been their policy to do all that stuff they put you through, and I don't know why you had that terrible experience. When I've had parts go bad on my dells I simply call up, they send me the replacement part in the mail and I have two weeks to return the old part out of my computer without getting charged. And the new part always came with a return shipping lable.

I'm not real familiar with the Inspirion 1000, but just like any computer company, dell makes a wide spectrum of models. The high end models are supurb, the low end models are pretty crappy, but the old adage is usually true, you get what you pay for. And even in that respect, I've always found Dell to be the least expensive for what you get. My VAIO was an exception because I got it at a "Day-After-Thanksgiving" sale and actually waited in the morning darkness outside the store for opening to get one. Got a $2500 cpu for $1300.

In my work experiences everybody always goes back to dell, so there has to be a reason. In two different jobs I've had we've tried stints with Gateway and HP, and always gone back to Dell because they were the best buy.

Sorry you had such a bad experience. (No, I don't work for Dell, heh).

[2WheelFun]

We buy alot of Dell dekstops at work. My boss will not buy Dell laptops as she has had bad experiences with them. One faculty member recently bought a Dell M-170 laptop and after a month of me and tech support going round about what was really wrong with it (faulty power switch) it got fixed.

We do buy Toshiba laptops and have very good results with them. I bought a Toshiba laptop for home use and it's still going strong (fingers crossed) after 2years now.

[SixFiveOh]

If it wasn't for Dell I wouldn't be living in a very nice house and driving a great new bike. We don't sell Dells or have any other type of relationship with them, but we specialize in cleaning up the mess they leave behind.

[AZDude]

The ******* saleperson I had when I purchased my daughters laptop screwed me. I went over it like 20 times (literally) on the phone and said I do not want to buy it if they can't ship to an APO address (daughter in Japan on miliitary base.) "Oh no problem at all."

2 days later it shows up on my damned doorstep for me to ship it to Japan myself. Anything for a sale, including flat out lying to customers. Yeah, first and LAST time I will ever buy from Dell as well.

[jukief]

I've found that Dell's service is really awful. Dealing with the call center in India is a horrible experience. They're very nice and polite, but it takes forever to get anything done. My new laptop had a bad hard drive and it took a month and at least a dozen phone calls to get them to send me a replacement drive.

I won't buy a Dell again, either, not because I don't like the computer but because I don't want to have to deal with their customer service.

My next computer will be an Intel iMac. Apple has fabulous customer service, not that I've ever needed to use it on any of my Macs. And now that you can run Windows on the iMac so seamlessly, it's a no-brainer for me.

[zedx11]

I went with gateway on my last computer, no problems yet.

[SixFiveOh]

I'm in IT and run a service shop. We fix and repair all types of systems. My personal laptop is an IBM Thinkpad - it's several years old. All of our company laptops are IBM - they are several years old. We allow our techs to buy whatever they want, they all use IBM's. I don't know if IBM's service is great or not - we never have to call them.
Nuff said.

Actually, I do know about IBM's service department. We've had them drop ship parts for a clients system to a courthouse while the client was in court (lawyer - not perp or victim). They did this overnight on their dime. The client was not even close to being in her home town. Even we were impressed (and we're very tough to please).

[zedx11]

wish you were close, I have two towers that I put together that ran for a couple years each and I can't get back up and running again.

[imnotbob]

My dad bought a gateway desktop 5 or 5 years ago and it is still going strong. My sister bought a toshiba laptop last year she uses it for school and her 7 year old daughter plays games on it no problems yet. and I have several friends with acer laptops no problems. why cant dell realiz that if word of mouth is important which in large purchases people do talk to their friends, then they need to be better at building pcs or at customer service. it would help their bottom line. I work at pizza hut (and have been their for to long but that is another story) and we have seen an increase of 3000 dollars a week in my store just in the past three months I beleive just because of better employees means better service. there is a pizza hut on the other side of my town who 2 years ago had nearly 20k a week in sales now they do 10k service is the most important thing believe me anyone who is reading from a position of power at any company service needs to be good. and greed on mike dells scale will bite you on the end if you dont maintain the service level.

[nwujames]

I used to custom build desktops and rebuild laptops. If someone bought me a Dell laptop, I'd sell it and get something good.

[Bodie]

Never again will I buy from Dell. Below is an actual chat transcript from when I contacted support. This was AFTER I did the phone call runaround and got transferred to disconnected numbers, etc.

Welcome to Dell Chat. Please wait for an available agent. You will be notified when your chat is accepted by an agent.
The session has been accepted.
{Vinayak 3:19:48 PM} Thank you for contacting Dell Consumer Technical Chat Support for Desktop, Printers and Electronics & Accessories. My name is Vinayak. How may I assist you today?
{ 3:20:17 PM} My monitor is dead. Order number <censored>, customer number <censored>.
{ 3:20:30 PM} It shocked me when I plugged it in and now it wont power up at all.
{Vinayak 3:20:51 PM} Please give me a minute to review your question and in the mean time can you please verify the system shipping address and the telephone number
{ 3:21:18 PM} <censored>
{Vinayak 3:21:48 PM} Thank you for the information provided, David
{Vinayak 3:21:50 PM} Can you please elaborate the issue so I can assist you better to resolve the concern ?
{ 3:22:51 PM} Elaborate? I plugged the power cord into the monitor. I was shocked. Now it wont power up anymore at all. I tried different outlets already.
{Vinayak 3:23:04 PM} Not a problem we together will work on the issue to get it resolve . I am with you until the issue resolve
{Vinayak 3:23:12 PM} Could you please let me know Since how long you have been facing this issue?
{ 3:23:46 PM} It died several months ago, but I got so fed up with Dell support that I gave up for a while, but now I really need it.
{Vinayak 3:24:22 PM} Please do not worry about that,I will take care of it right away.
{Vinayak 3:25:06 PM} We need to carry out some troubleshooting steps in order to resolve the issue, Can we proceed?
{ 3:25:33 PM} I've already been through this. THe monitor is dead. But if you must...let's do it again.
{Vinayak 3:25:36 PM} Could you please let me know do we have power on the monitor?
{ 3:25:42 PM} No.
{ 3:27:31 PM} Hello?
{Vinayak 3:28:10 PM} Please allow me a couple of minute to retrieve some information in order to assist you better
{ 3:28:16 PM} Okay.
{Vinayak 3:29:53 PM} Thank you for being online.
{Vinayak 3:30:02 PM} Please Check the power LED status on the front of the desktop.

The power LED is located on the front of the desktop chassis. Ensure that the power LED being checked is located on the front of the desktop chassis and not the monitor. Refer to the following image to identify the power button and status
{Vinayak 3:30:11 PM} The power LED illuminates in two different colors (green or amber), and can blink. The meaning of the color and the blinking attributes of the button are described
{ 3:30:45 PM} The power LED is not illuminated at all.
{Vinayak 3:32:08 PM} Okay
{Vinayak 3:32:52 PM} Could you please let me know which Dimension system we are using to operate the monitor ?
{ 3:33:38 PM} It is not a Dimension system, it's one that I built. I bought the monitor seperately.
{ 3:34:24 PM} The monitor is dead. No power. No LEDs. Nothing. I just need it replaced as it is still under warranty.
{Vinayak 3:35:07 PM} Please run a self test for the monitor
{ 3:35:57 PM} The self test wont work when there's no power. Nothing happens.
{Vinayak 3:36:39 PM} david please swap the power cord whit the computer and the monitor and try to power up the monitor
{ 3:37:42 PM} I can't do that. The monitor power cord is some Dell specific thing that my computer power cord wont fit.
{Vinayak 3:38:11 PM} Please let me know if we are interacting with the same computer the issue is with ?
{ 3:39:20 PM} The issue is with the monitor. The computer is fine. There's only one computer.
{ 3:39:37 PM} The monitor is dead. No power. No LEDs. Nothing. I need a new one.
{Vinayak 3:39:49 PM} Please Unplug the video cable from the back of the computer. To ensure proper Self-Test operation, remove both Digital (white connector) and the Analog(blue connector) cables from the back of computer.
{ 3:40:30 PM} Done.
{Vinayak 3:40:39 PM} Turn on the monitor.
{Vinayak 3:40:46 PM} The floating 'Dell - Self-Test Feature Check' dialog box should appear on-screen (against a black background) if the monitor cannot sense a video signal and is working correctly. While in self-test mode, the power LED remains green. Also, depending upon the selected input, one of the dialogs shown below will continuously scroll through the screen.
{Vinayak 3:41:10 PM} This box also appears during normal system operation if the video cable becomes disconnected or damaged.
{ 3:41:16 PM} I did. Nothing happened. No image. No LEDs. Nothing.
{Vinayak 3:42:04 PM} This means that the monitor cannot synchronize with the signal that it is receiving from the computer. Either the signal is too high or too low for the monitor to use. See Specifications for the Horizontal and Vertical frequency ranges addressable by this monitor. Recommended mode is 1600 X 1200 @ 60Hz.
{ 3:42:48 PM} NOOO!!! It means that the monitor is not receiving any power! It's completely DEAD!
{Vinayak 3:43:48 PM} Okay David please do not worry I will return the Monitor for you
{Vinayak 3:43:54 PM} Is that fine with you ?
{ 3:44:01 PM} Yes, thank you.
{Vinayak 3:45:42 PM} We are always here to help our valuable customer and make them happy.
{Vinayak 3:45:44 PM} I need to pull up the necessary tools so I can help you better. May I have a couple of minute to do that?
{ 3:45:51 PM} Sure.
{Vinayak 3:49:37 PM} Thank you for being online.
{Vinayak 3:49:57 PM} Could you please let me know the serial number of the monitor to create a dispatch ?
{ 3:50:47 PM} <censored>
{Vinayak 3:51:28 PM} Thank you for the information provided, David
{Vinayak 3:51:32 PM} Please provide me the following details, so that I can setup the service call to replace the faulty part :
1) Complete address (with zip code)
2) Land line telephone number (with area code)
3) Cell phone number if the land line phone number is not available.
{ 3:52:01 PM} <censored>
{Vinayak 3:54:39 PM} Thank you for the information provided, David
{Vinayak 3:54:41 PM} I need to pull up the necessary tools so I can help you better. May I have a couple of minute to do that?
{ 3:54:55 PM} Sure.
{Vinayak 3:55:50 PM} Thank you for being online. DAvid
{Vinayak 3:56:32 PM} Could you please confirm the Serial number of the monitor once again as the provided one is not matching ?
{ 3:57:13 PM} <censored>
{ 3:57:47 PM} I don't know if those are zero's or the letter O.
{Vinayak 3:58:37 PM} Please do not worry about that,I will take care of it right away.
{Vinayak 3:58:39 PM} I need to pull up the necessary tools so I can help you better. May I have a couple of minute to do that?
{ 3:59:08 PM} Sure.
{Vinayak 4:02:42 PM} Thank you for being online. David
{Vinayak 4:02:48 PM} Please note down the case number to reference our interaction today,the case number is # <censored>
{Vinayak 4:03:16 PM} I have created the dispatch for the monitor the replacement will be received by you within 4-5 business days
{Vinayak 4:03:27 PM} The replacement will come in a box with the return waybill and a return instruction sheet to return the defected unit.
{Vinayak 4:03:30 PM} Please return the faulty part in that same box,in which you receive the part.
{ 4:03:40 PM} Thank you!
{Vinayak 4:03:49 PM} Please note the dispatch number for the monitor. for the future reference # <censored>
{Vinayak 4:03:52 PM} Have I been able to answer the query to your satisfaction?
{ 4:03:58 PM} Yes.
{Vinayak 4:04:06 PM} Is there any other technical issue I may assist you,today?
{ 4:04:13 PM} No, thank you.

[3000gt]

damn bodie that sucks!!!
One time my old laptops PCcard slot stopped working. it was luckily still under 1 year warranty. This is Compaq btw. anyways i only had to chat with them a bit and give some info, no more than 10-15 mins on the phone. They sent a guy to my house with a fedex box the same day, he picked up my lappie, and within 2 days it went there, got fixed, and came back. I was pretty impressed.
Another time i was having trouble setting up my wireless router (netgear). I was on the phone for at least an hour. The guy could not figure out what was going on, so eventually he just HUNG UP...

IMO, if you are half-way computer literate at all dont bother with any company's tech support. They are pretty much designed for ppl who can only say "my xxx stopped working" and then have to troubleshoot from there. Use knowledgebases, tech support forums, anything other than calling them up.

If you want something done right, do it yourself.

[Bodie]

I normally avoid tech support like the plague. I work with computers for a living and can fix most anything. But in the case of my monitor, the thing was toast and I just needed the guy to send me a new one. That's the only reason I didn't blow up on the guy...I was trying to sweet talk him into just shipping out a replacement.

[2WheelFun]

Bodie...I've been there...did that also.

[anamosity]

DAYUM bodie, did you get the new monitor eventually?

[Bodie]

Yes, I did finally get the new monitor.

[jeepurz]

dont usually post in putor threads but, try an HP pavillion with VISTA!!! (as I imagine the reader of this post knee slapping in hysterical laughter) , yes after dells since 96 i buy an hp. It is so much worse than youve ever heard.
recycle bin dissapears
mouse cursor looks like a heart moniter while typing
wanna delete a pic, insert knife in wrist bleed into keyboard and wait for permission
cant connect
cant connect
uninstall re install. crash crash, bluescreen,
spend 3 hours on the phone a week with my new bestus freind saji in backpackistan .
have someone overhear you say ive got vista in a sports bar and the whole crowd laughs you out the door.

ooops , sorry im ranting, Um carry on.

[Thunder Lizard]

I've had a Dell Inspiron 9300 Laptop with XP MCE since the day they came available over 2 years ago. I've just recently found that I need to replace the battery.
The computer has been dropped repeatedly (the case is beat to hades), power spiked, sat on, has fallen off the back of the bike (in it's backpack, but still) left to sit in the sun in a car for 3 days, frozen and turned on repeatedly...... and it's still working just fine, *except that battery issue*.
It was built on a Wednesday. I fully believe that to be the reason it's been so good to me.
It's the only computer I've ever owned that came "ready to go".
It might still be, lol. But, this one's good.

[CTRider]

I've had two Dell laptops - no problem with the first, but had to replace the motherboard in the second due to a bad memory slot. That was taken care of the next day under warranty by in-home service. I just had to replace the power supply because the cord broke where it goes into the transformer simply from being coiled up a whole lot of times when taking it to work every day. I placed my order on the web site, so I never had to deal with anyone.

Despite the two minor issues I had, my experience with Dell has been fine. Even "Steve" from India understand that I had properly diagnosed the bad memory slot and didn't make me go through all the hoops. As far as the power supply, it lasted nearly 4 years with rough handling so I can't complain there.

That being said, when it comes to desktop systems, though, I build my own.