How come it seems I can never get off the phone will Dell satisfied? Whether it's to inquire about a new product, or get help with my current one, I always feel that I have just spent the last few hours fighting the devil, and losing. Powerless. I just moved to a new state, and with that always comes a trip to the DMV. I actually had a pleasant experience. All I did was think of my last support call to Dell. Waiting in lines for hours, then being told I had been sent to the wrong line, then that I had the wrong form. And when I finally make it up there, told that they just changed the ID requirements. of course the closer you get to the window, the more clerks suddenly have to go eat lunch.
Please, if you have had a positive experience will Dell support or service, let me know. I'm happy to post it. I'm sure it won't take up too much room either.
If you are like me, and are tired of Dell, and want to rant about your experiences with it, please, go right ahead. Now that Michael is back, if its not too late to revive the dying monster, Dell won't go the way Acer did. Remember Acer? before they got bought out?
They also claim to have an "Award winning support page." What awards? how long ago? or are the awards strictly for graphic design? pretty colors?
Have you also noticed that they finally put a link to the escalations department on their home page? has it gotten that bad? I remember once spending two days on the phone trying to get someone to admit there was an escalations department, then anothe few hours getting a fax number to them. God forbid you are actually allowed to speak to someone!!!
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- Burned by Dell
- I am a many times dissatisfied customer of Dell. I find their products to be solid. It is the company behind it, and the service and support that is lacking.
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8 comments:
I really don't understand all these "Dell Sucks" websites.
I'm a system administrator for a medium-sized ISP. A good 90% of our servers are Dell PowerEdge servers. We have everything from the old PE 1550's to the newer 1950's.
Most of the time the servers are rock solid and we never have issues with them. Occasionally we may have a harddrive die, but that will happen regardless of the brand of machine (and anyone who thinks otherwise is deluding themselves).
Any time we've had any other sort of issue (PERC dying, ram dying, cpu dying, etc), we've gotten excellent service from Dell. Replacement parts always get to us in a very reasonable amount of time and we've never been told "no". They've even covered things a year out of warranty.
Of course, this may be a difference between a business purchase and a consumer purchase, however we *never* buy any of the additional warranty coverage. We just use the basic warranty.
What it comes down to is that *all* companies will have people working in their support that aren't very helpful. All companies that sell hardware will have failures. Hell, I personally have had absolutely horrible luck with HP systems. Crash and burn (hardware-wise) every time! I bet, tho, if you compared statistics of hardware (and/or support) failure between the big companies the numbers will pretty much be the same. It's how lucky you, the buyer, end up being on a particular purchase.
Hey i have had so many problems with dell but i always get something for my time. I just get mad and let them know not yealing or anything i just let them know how i fell then i say "what are you going to do to make me happy" then. I have got $100 coupon and $100 put back on my card and a 250gb hard drive o and just today I got $75 put back on my card..
The new laptop I got only a month ago has already had to hard drives fail and now they are going to "send me a new one" it was "going to be here today" I was oderd on the 19th so all you have to say is what are you going to do to make me happy
I ordered a nice system and it arrived with the heat sink not screwed to the motherboard. Dell tech asked if I was comfortable screwing it in. Really. Then it was going to take weeks to replace it when I told them I preferred to have one that was built correctly. So far it has taken nearly a month to get it returned as more parts of the original shipment keep showing up. The latest was the keyboard in a soaking wet box. Never buy a dell. The best customer satisfaction will be knowing that I don't have to deal with them for the three years I had bought a warranty for. The free time from hold, dropped calls and the like will probably pay for a whole new system anyway.
i have a dell dimension c500that i have nothing but troubles with it has vista i had it to two different repair shops and they both said they could not believe they dell sold it to me the vista eats up most of the memory it crashes all the time shots off in the middle of what you are doing it is the worst piece of crap i own no more dells ill go back to hp
I cringe every time I need to call up Dell, it's such a God awful experience. When will companies learn outsourcing customer support is an idiotic idea !!!!!
Anonymous said, "I really don't understand all these "Dell Sucks" websites."
Well, read the horror stories, then you might.
and said,
"I'm a system administrator for a medium-sized ISP."
Read
"I'd like to set myself up as an authority on stuff..."
and said,
"Of course, this may be a difference between a business purchase and a consumer purchase."
This footnote in your story is actually probably the crucial point. Business users get overweighted priority.
and said,
"What it comes down to is..."
Read
"this is how people in authority sum up stuff, so eat it up..."
and said,
"*all* companies will have people working in their support that aren't very helpful"
True. However, It engenders massive discontent when all or most of them are.
My experience with Dell Japan was very stressful and it took 4 months to replace a faulty fan (solved by Kyoko Misawa, THANKYOU!)
So ***insert expletive here*** and enjoy your business user privileges, Anonymous.
I think we can all agree that the problem with Dell is communication, and that problem stems from outsourcing. I read the comment by the person with servers, but unless one has the pleasure of dealing with someone that has trouble with the language they won’t get it. Hell even the outsourced tech support people know that, that's why when you deal with them in chat they give themselves names like "Dan" or "Mary" in hopes you'll think they'll understand, but once you spot the giveaway phrases from them (“thank you for that”), you know you're in deep trouble. I am so sick and tired of people that can't talk to us and help us.
And just so you know that I'm not prejudice, I finally found an outsourced support person that new his stuff the other day, and I told him right out that I was happy to deal with him and admitted when I first heard the accent, I was ready to head for the hills. He laughed and admitted I was right about the lack of communication and knowledge. We need to keep complaining so the morons in upper management get it. Please complain whenever you get frustrated otherwise we’ll never get this resolved. Thanks for creating this awesome site.
There is no such thing as a positive experience with Dell support.
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