Dell Lies Exposed
Posted by admin on December 29, 2008 · 10 Comments
You may have noticed over the last few months my posts have been infrequent. Hopefully that will change soon.
To be perfectly honest, after my server error wiped out my blog a few months ago, I’ve had a hard time getting here to post. Part of it is just that I hate the blog template and the blog software that I use has very few to choose from. I haven’t taken the time to learn the language necessary to craft my own, so I’m stuck on ugly.
Another big thing, which happens to be the point of this post, is that I had to go 9 rounds with Dell support recently. I’m going to link you to my rant, rather than explaining it all here, but if you read it, you’ll understand why I’ve been struggling.
Here’s the summary: Dell sucks.
Expanded summary: Even if your Dell computer is under warranty, tech support will tell outrageous lies about what is wrong with the Dell POS, blame the problem on you and attempt to extort money from you for repairs that the Dell computer does not even need.
got to love when customer support doesn’t help you but makes up bs…pretty shitty
The Depot Global Ops manager has finished his investigation and replied back to me. He says the depot did provide photos to the tech support team who requested them, but it is obvious they never supplied them to you. I think this is where the process break was. (…Customer requests photo proof of damage from tech support, tech support requests from depot, depot provides photos to tech, tech provides photos to customer…)
The Depot Ops manager saw the photos during his investigation, and said he saw some very minor evidence of liquid residue on the motherboard- very minor. He said there is no way to conclude this was customer induced spillage, and the diagnosing tech would be coached on this point. Regardless of where the spill came from, it was not enough to hinder the operation of the system.
He acknowledged his org has 3 takeaways that he will follow up on: better testing procedures are needed with checks and balances when a liquid residue is identified, differentiating whether any given liquid residue would be enough to hinder the operation of the system through better testing, and allowing that all liquid residue is not necessarily customer induced. He will follow up on the takeaways, and make sure the diagnosing technician receives individual coaching on this case.
I think a little common sense and discretion should have been applied, and the motherboard should have been replaced at no cost to you. An apology letter should have been included in the return package. The issue should have been identified as software related, and the depot should have referred you back to Tech Support to address it, since the depot only handles hardware replacement.
Let me take this opportunity, after seeing and understanding as many of the facts as we can at this point, to apologize to you for the inconvenience and the implication that you induced damage to your system. I can assure you there is not a top down mentality of holding customers hostage in order to secure payment for repairs that should be covered under warranty. I acknowledge that it may appear so in this instance, and apologize for our giving the impression that this was the case.
That’s pretty harsh stuff
I have always heard to stay away from Dell. Instead, I payed outrageous sums to Apple for computers that won’t die, so you have to use them long after you are sick of them and they are really outdated and non upgradeable.
You should switch back to WordPress. There are a lot of awesome free ‘premium’ templates now. I don’t have enough blogs to use all the templates I have lying around:>>
Hey Tim! Actually Bill from Dell has been very helpful – if only the Tech Support team had been.
I had bought Dell systems since 1997 with no support issues whatsoever. They were good machines, but this was my first Dell laptop. Anyway, hopefully Bill straightened them out on how they treated me. It was really unbelievable.
I’ve got a HP now – can’t afford a Mac!
As for the blog…if I could make the switch to Wordpress I’d do it in a minute. The thing is the b2evo is kinda obscure and there’s no import/export feature that will allow me to painlessly make the switch to Wordpress. I use WP on other blogs and love it. AT was my first blog and I had no idea about blog software at the time and just jumped in with both feet with this. B2evo is good software, but the templates pretty much suck.
Anyway, it’s great to see you. With all the stress I’ve had I need to come over for a BB Beer.
~Gerri
I appreciate your hardwork in bringing the new updates to the blog and get people knowledge by reading your blog. Once you are free with the error that has been caused you can update it frequently.
We need to correct our database first to avoid the errors more. So that we can’t get server error while blogging. Thanks for sharing.
dell sucks
i ordered two computers
they took the money – £1000 – from my account a week before delivery of the first.
that did not arrive when they said it would. i found out 3 days later on the agents website that it had been stolen
i had to inform dell 5 days later that this had happened – they did not know and they refused to refund my money until the investigation at the delivery agents was finished.
two days later the other computer was scheduled for delivery and did not arrive.
i found out two days later, from the same delivery agents website, that this too was missing.
i phoned dell and they did not know about it. again i attempted to cancel the order but they refused to do so until the investigation was completed and this could take ten days.
i mailed dell headquartes – erin nelson, vice president of customer relations and marketing – and she wrote a sympathetic mail regretting my bad experience and telling me an executive would be contacting me to sort out my problem.
well he did phone me but only to tell me that i could not have my money back until the investigations had been completed.
i copied all my mails to michael dell and wrote a few more to erin nelson for passing the buck to other people so they could give me the bums rush.
after a day of calls and mails they finally told me my money would be back in my account by wednesday next week.
that is the end of my 20 year relationship with dell nad with PCs
Hello Apple mac workbook pro and work book
no more viruses, no more crashing, no more non-standard parts and random breakdowns.
F+ck DELL
DON’T EVER BUY A COMPUTER FROM THESE RETARDS
THEY COULDN’T ORGANISE A PISS UP IN A BREWERY.
How do I get in touch with Dell Bill-B or any Dell CEO, President, VP, ect..? I have a horrible experience that must be flowed up the huge Dell chain!
Well DELL is a great company and makes great computer but when it comes to customer support they suck big time. I believe their customer support is outsource somewhere in India.
I think a little common sense and discretion should have been applied, and the motherboard should have been replaced at no cost to you. An apology letter should have been included in the return package. The issue should have been identified as software related, and the depot should have referred you back to Tech Support to address it, since the depot only handles hardware replacement.