Desktops: Before buying a Dell computer, read this...
Dell bent over backwards for me.
by ldill - 11/4/05 7:41 AM In reply to: Before buying a Dell computer, read this... by chafe99I too had problems with my new Dell PC, but Dell bent over backwards to help me. I live a few miles from one of their assembly and shipping points, and our company has an employee purchase plan with Dell, so I placed an order over their web site for a custom designed system. A bright and shiny new PC desktop, printer, and flat panel monitor was at my house in two days, but regretfully the motherboard was fried. After spending a couple hours on the phone with the Dell reps, running multiple tests on the PC and actually disassembling most of it, they agreed that the motherboard was fried. Within four days, Dell had a tech rep at my house with a new motherboard. He replaced the board, reassembled the unit, and tested it. It has been fine since. Later I also had a bit of a problem with a software conflict, but again the Dell telephone support was great and helped me work it out.
In short, I had the beginning of a nightmare story like yours, but Dell came through for me. When it comes time to upgrade, I'll be going back to Dell.
Dell is dizzy
by 1Chris - 11/4/05 4:59 PM In reply to: Before buying a Dell computer, read this... by chafe99I got some memory from Dell, as they (a guy in India)looked it up and recommended it. They couldn't get it right. I got transferred all over the world, and they're all telling me a different story. I don't need to bore everyone with the details, but it was one of the most incredible runarounds I've ever experienced. I returned their wrong part and ordered from zipzoomfly.com and got it right the first time. My brother is constantly telling me about his nightmares with Dell.
No sympathy from me
by glcm1961 - 11/5/05 8:04 AM In reply to: Before buying a Dell computer, read this... by chafe99Having ordered at least a dozen Dell computers over the past ten years (for myself and others), I have never once had any problems with their shipping department. On the other hand, after reading your post, you seem to think that they are the problem in this case when if fact it is you who messed up. Let me explain.
You ordered a computer two weeks before leaving on vacation. Not smart. The shipping window is clearly stated and that usually falls smack dab in the 2-3 week time frame (in other words the week you were going to be gone). You could have arranged it with Fedex to have it delivered without a signature, had it delivered to your place of employment, or had it delivered to a friend's or relative's house.
You say you received an email on the 15th that it would be delivered in 3-5 days and you assumed it would be there by the 21st. That's 3-5 BUSINESS days my friend. The 17th and 18th were a weekend. The 21st and 22nd fall within the 3-5 day delivery period. Also, calling the day before you leave for vacation and stopping a shipment that was probably in a truck in the middle of who knows where is laughable. What do you think could be done at this point? The computer has shipped and you aren't going to be there to take delivery - end of story. The semi driver hauling your computer across the country isn't going to give a damn if you aren't going to be home for delivery - that's your screwup. Sorry, but it's people like you who make it a pain in the ass for the working people of this world who have to deal with your lack of planning and attention to detail, and when things don't fall into place you post a message like this. What is a customer support person at Dell going to do for you when the computer has already shipped, is on a truck somewhere, and you aren't going to be there during the 3-5 day delivery window? Try the novel concept of taking responsibility for your mistake, not Dells. They built and shipped your computer according to schedule and you call the day before you leave on vacation to hault the delivery? Give me a ****ing break!
As far as your refund situation is concerned, I've never had any experience with that but it does sound like Dell is taking too long to refund your account.
Your last line of "Dell truly sucks" is revealing. Blame someone else for your lack of planning and attention to detail. You aren't from New Orleans by any chance?
Second follow up - it gets better!
by chafe99 - 11/7/05 10:03 AM In reply to: No sympathy from me by glcm1961Well here we are November 7th and despite my last conversation with someone at Dell last week regarding my final refund, I still have not received my money.
It's just amazing how screwed up a company can be given all the cut throat competition. How hard can it be to process a simple $118 credit refund, which should have been credited over a month ago?
Do you really want to be business with such a company?
To reply to the last comment, yes I should take the blame. I guess is is my fault Dell Inc. is so incompetent!!!
Why is it Dell's fault
by Alan Copeland - 11/9/05 10:24 AM In reply to: Second follow up - it gets better! by chafe99that you ordered a PC just as you were going on vaction? Dell is the #1 seller at the present time; they must be doing something right. I know too many happy Dell owners.
Well...
by culture_of_one - 11/9/05 9:40 PM In reply to: Why is it Dell's fault by Alan CopelandIn the last quarter, Dell was outsold by HP. I guess you don't get to stay number one if you keep dissing your customers, huh?
What would I do? Build my own, buy Emachines, or maybe even check out HP. Buy Dell? Nah, I don't like to gamble.
Of the people I know personally who've bought Dell...I mean people I know and have coffee with (no ''friend-of-a-friend'' stories here)...only one person ever had a ''good'' experience with Dell. (He bought a high-end laptop through his company.) The rest...seven out of eight to be exact (all individual consumers)...had from ''bad'' to ''terrible'' experiences, and they were all hardware-related. Just the luck of the draw? Sorry, I don't like those odds...and I'm not going to listen to anyone who says otherwise, because of what I know. (I've always been the person my friends call first whenever anything breaks and/or they need legal advice.)
Oh, well...''caveat emptor'', right? 
-JDM
P.S. I can also understand why people who've had nothing but good experiences with Dell (if they really do exist) would feel the way they do.
P.P.S. I used to be a big IBM fan, but now I'll have to wait and see how Lenovo handles things.
Dell
by Alan Copeland - 11/10/05 4:11 AM In reply to: Well... by culture_of_oneI personally have never owned a Dell, although I used one on my last job. My coisin has 6 Dells plus a couple of Dell servers for her insurance business, and a friend has 2 Dells at home. They have all had good expeiences so far.
I heard a few years ago to steer clear of HP because they were building junk. I bought an HP in May nad have had great luck. I have had a couple of problems but HP took care of them. This, by the way, is a better measure of a company that zero defects (which just isn't happening). I can accept problems, as long as they are dealt with to my satisfaction. Apparently this didn't happen for Chaffe99, but his siuation is not a good one for analysis.
Payback is a...
by culture_of_one - 11/11/05 8:33 AM In reply to: Before buying a Dell computer, read this... by chafe99numbers game.
http://news.com.com/Dell+earnings+gets+dinged+by+PC+problems/2100-1003-5945015.html?part=dht&tag=ntop&tag=nl.e703#talkback
;)JDM
Final update!!!
by chafe99 - 11/15/05 9:58 AM In reply to: Before buying a Dell computer, read this... by chafe99Well I finally received a reply to the letter I wrote to the VP of Customer Support at Dell HQ in Round Rock TX. The reply was an email from one of Dell's Customer Support Managers from the ''Customer Experience Team''. In the short email, the manager simply apologizes for my experience and she states that what I experienced was not indicative of Dell service. I also recieved my last refund installment.
I still think Dell missed the mark. At the end of the day when it comes to spending my hard earned after-tax dollars to buy a computer, will I consider a Dell product? No. Will this effect Dell, probably not. But if you have hundreds of folks like me...
I've worked in both sale and customer service in the past and the number one rule is, lost customers is lost sales is lost revenues. Obviously no one told Dell that.
Good luck to all and thanks for your comments.
Chafe99
Same problems
by seeger - 12/21/05 5:42 PM In reply to: Before buying a Dell computer, read this... by chafe99I also had the same issue with Dell. I bought a desktop this past summer. As soon as I got the computor we had problems with it. I can't tell you the countless hours spent (mainly on hold) trying to resove the problem. Dell has no customer support. I gave up and started calling the sales line because you will get a person. Finaly gave up and returned the computor. Went out and bought an HP because when you call their support you get someone right away.
Here's the scary part-it's now December and I still have not resolved the issue. Dell arranged the shipping for the return. I bought the computor with my Dell card and started getting calls from them that my payment was late (even though I sent a note with the first bill explaining the return). When they would call they wanted the tracking number for the return but I never had it, Fed Ex just came and picked it up. I kept explaing that Dell had arranged the return and all they needed to do was contact their return department. Well apparently they cannot do that because they are seperate divsions. I now have a collection agency calling me even though I have the return confirmation email. I was having dinner with some freinds last Saturday when the collection agency called my cell phone. I agian explained to the guy that the computor was returned, his comment " ya that's what we allways hear from deadbeats like you"
I decided it had to end. I called the sales line and explained the situation. Now this jerk was insulted that I would say bad things about Dells support and just to prove to me that they have great servise he would stay on the line until we could get someone to help. He did say that for a few minutes I would hear music while he got someone, well after about half an hour a recorded message comes on that says that I have to call later as they were now closed and the phone hangs up.
I'm giving you the short version. There where hours on hold and countless phone calls not returned. As a side note when I called Fed Ex to see if I could get the tracking number (only the shipper can get it) the woman told me I would have to call the company that arranged the shipping to get the tracking number, I metioned it was Dell and she was so sorry because she also had a bad experiance with Dell's help line. If you are going to buy Dell forget any hope of getting servise, it simply isn't there. It's to late for me but save yourself.
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