Dell is still stupid

[gwynhefar]

Got a call from the Dell technician today, who seemed to think I was being unreasonable because I refused to *take time off work* to meet him so he could install the *fifth piece* of replacement hardware on my computer. Dell has also been sending me annoying automated phone calls reminding me to return the old parts that were replaced, something I don't intend to do until I have a functioning computer. They can have their pieces back when I'm sure that they won't be needed again.

I am so sick of this. Last time I talked to someone at their technical support I asked to be transferred to a supervisor and my call was promptly dropped. I don't know for sure that was intentional, but I wouldn't be surprised. They've really screwed themselves with this. I've been buying Dell computers for years, and I honestly believe that the problems I've been having with this computer are the exception rather than the norm. Since I never had to have prolonged contact with their technical support before this, I would actually have recommended them. Their computers are usually pretty good. Now I know, however, that their customer service sucks donkey's ass, and I intend to tell everyone I know to avoid them like the plague.

I'll be telling them this too - *after* my computer is finally functional and if I ever manage to get myself transferred to a supervisor.

Comments

Re: They've really screwed themselves with this.

[gwynraven.livejournal.com]

Yup. I'm quite disappointed. Don't know who I'll buy my next computer from now. They really do make good computers - the last five computers I've owned have been Dells, and this is the first one I've had serious technical issues with. In fact, my old desktop, which is over 8 years old, still runs fine, it's just not powerful enough for my needs any more. I wonder if that's how they've managed to stay in business -- their computers are good enough that most people never have the opportunity to find out how horrible their service is.

[harkalark.livejournal.com]

Jeez.

[kk1raven.livejournal.com]

What I tell my clients is that Dell's computers are generally as good as you should expect for the price you pay for them but that their service is a disaster if you do get one that develops a problem. The really sad part is that their current level of service is an improvement over their service of the past few years.

If Dell has your credit card number, keep a careful eye on them to make sure they don't charge you for the parts you haven't sent back yet. They have a history of charging you if they don't get the bad parts back within their deadline.

[gwynraven.livejournal.com]

They don't have my credit card number, thank goodness. And it's hard to believe this is an improvement over *anything*.

[kk1raven.livejournal.com]

I've had clients who couldn't get Dell to even try to fix their problem. In one case, back when DVD writers cost most of $300, they refused to do anything about a dead CD/DVD burner because they "couldn't" provide service unless the customer had already tried running the restore CD. Which part of "dead CD drive" is hard to understand?

[gwynraven.livejournal.com]

I ought to be astounded at that level of stupidity, but I'm just not that surprised.

[mfree.livejournal.com]

*snicker* scripted techs. Gotta love 'em.

I'd ahve stuck teh CD in and rebooted to it right there... and said "yup, no boot. It's dead. What now?"

Actually had that happen with my Xbox 360 and the red ring of doom. Guy in India started through his script and wanted me to start it up and do some software tbx'ng. So I did... carefully describing "Ok, power's on... booting... there's the splash screen, got a menu... go where? Ok... Oh, it's frozen... there's the red ring, three lights. That work for ya?"

He was satisfied since he got to run his program through to the end like a good cog, and I got my refurb'ed 'Box in the mail a week and a half after I sent mine in.

Treat 'em like a program path... can't break and debug, might as well follow along to the error point.

My experience with Dell is fed/corporate. They bend over backwards for me. Unfortunately they also tend to jump the team's head and talk directly to the budgeteers behind our backs to convince them to buy stuff that's not what we're asking for, carefully crafted conniving to get in things that are going to be ok for *a while* but will need pricey upgrades or replacement later and end up running 1.5-2x the time span cost of what we outlined to start with. In our case, tech sup == wonderful, sales team == the debbil.

[opakele.livejournal.com]

I had my 'large computer provider' nightmare with Gateway ten years ago. When Gateway went away (as I cheered their demise), and Dell emerged I avoided them like the plague.

My last laptop was an Acer and I loved it. I talked to a human technican when I called for help. My new laptop is an ASUS. I haven't had to call tech support yet. I love the laptop.

[cissa.livejournal.com]

My sympathies, and I'm wishing you the best in getting this resolved.