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Dell
is #1 in Service?
A Customer's Horror story
350 hours of
Tech support, one Computer.
Derek, November 18, 2003
"I have experienced a very tragic, stressful, depressing ordeal this
year with a company that I would always hear on commercials stating
"they have #1 customer service rating". This definitely was not so. I
do not understand why the news has not bothered talking about such
companies and issues. If I would have heard the general consumers
experience before hand, (which I have now read 100s), I definitely
would not have purchased my computer from them.
This
is DELL.
Summary of order:
Ordered Dell Dimension 4550, 2.4GHz, 60GB and a black printer from a
person that had trouble with English. Guy said I would have it in less
than a week. Called the next day to make sure the order was correct.
Found out that it was a 2.0GHz, 40GB and a purple printer. Dell told me
there was no difference.
I told Dell to cancel the order and
put in a new order. Dell said it was too late. Then Dell told me I had
to wait until I get the computer in next three weeks, then call back
and request a return order. After Dell gets the return, call back to
order another one.
And it will take 6 to 8 weeks for Dell to credit your card back.
Summary of Problems after order:
I have constantly had to call tech support for problems with the faulty
/ malfunctioning hardware. 90% of my calls went to India. Not only
would I be on hold many, many times for well over 2 hours before anyone
would answer, but worse yet, they would automatically hang up on me
right after they picked up. I've read similar stories regarding that
matter also.
I have spent well over 350 hours so
far this year dealing with Dell. They have sent me awful and faulty
parts, and had to replace that computer in July with one that was
supposed to work. When they replaced it in July, they replaced it with
a refurbished computer and lesser/older programs.
Many times I called in regarding
the hardware malfunctioning, their response would always be to
reinstall XP. I have reinstalled XP 6 times, replaced the hard drive,
IDE card and video card and when the computer told me I had a bad CD
when reinstalling my OS, they told me I had a bad hard drive. When I
told them that it didn't make any sense, Dell told me they would
overnight the CD with all my recovery programs and have a technician
come and put in a new hard drive, this was part of my next day onsite
service. 4 days later the tech showed up
with the hard drive and could not get it set up because the restore CD
was never sent. I called and after a couple of hours found out it was
not even ordered. I got the CD 5 days later and was supposed to get an
Airborne envelope with it to send the bad CD and a phone number. I
never got the envelope but I did get an invoice the next day for the
software."
If you are considering buying a new computer from DELL, we suggest that
you get on the internet and do a search for unhappy Dell customers.
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