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A letter sent to the Dell Board of Directors
Posted by Proo on 07/01/2005
Below is the text of a letter I sent to the Dell Board of Directors, along with several other departments, on 6/13. This issue remains unresolved, and I have not even heard from the company since writing this.

To the Board of Directors:

My name is John, and I have been a Dell customer for over 15 years, going all the way back to a Dell 386. During all of that time, I have never had a bad experience with your company, and have recommended it to friends, family, coworkers, and anyone else who asked. After purchasing two new desktop computers for myself and my wife, that will no longer be the case. I thought you all should know why.

The issues began when I first purchased the computer. The representative with whom I spoke that day did not understand many of the questions I asked about the configuration of the machines. She also had an annoying pattern of using the same phrase over and over again, which grated on the ear after a time. Eventually, she transferred me to her supervisor, who was able to answer some of my questions, but still could not answer a fairly straightforward question regarding the printer that was included with the system. After agreeing that I would attempt to use the printer for its intended purpose and, if it did not suit my needs, I could return it, I went ahead and placed the order.

I received both PCs within a few days, but immediately began to notice problems. My wife's system arrived first, and I set it up myself. The speakers didn't work, so I attempted to contact technical support. I first tried the chat option, but I received a message telling me that I wasn't a home or home office user, so I could not use chat support. I then proceeded to call technical support and inform them about the issue with chat support. They informed me that they could not fix that problem, and that I had to write to the webmaster. I did so, but received no reply for some time, so I went ahead and called technical support again.

At the time, I informed the support representative (as well as both representatives with whom I subsequently spoke) that I was visually impaired. I was first asked if I had the speakers plugged in correctly, and I described to them how and where I had plugged the cord. I was then walked through a number of tests, and eventually was informed I needed a new sound card. I accepted this diagnosis and went ahead and scheduled a visit from the local service technician. Also note that, during this call, I found the representative using the same type of repeated-phrase pattern that I'd encountered during my initial call to purchase my machines, and it continued to annoy me to no end. Later that day, as I was reviewing the installation, I discovered that, indeed, the speakers had been plugged into the wrong jack. Despite all my descriptions, and my suggestion that I had difficulty seeing the back of the computer, none of the support representatives even checked to see if the hole into which I'd plugged the speakers was, in fact, the correct one.

I immediately called back to cancel my appointment. The representative with whom I spoke said it would be handled. It wasn't. The next day, my wife received a call from Dell when I was unavailable to confirm the appointment, and my wife again told them that it was no longer required and to cancel it. This wasn't enough, either, as I was then woken up at 9 AM on a Saturday by a call from the technician, attempting again to confirm the appointment. I told him that it wasn't needed, and finally that issue was resolved after three attempts.

Shortly thereafter, my wife and I both noticed that our Windows sounds weren't working. All other sounds worked fine -- Windows Media Player worked fine, MusicMatch jukebox worked fine, I could even play the Windows sounds from within the window where I set up the sound scheme -- but when the Windows events that are supposed to trigger these sounds occurred, no sounds played. After my past experience with the support staff, I tried to address the issue myself, trying a number of tweaks in all the various places where sounds can be played or methods for handling sound can be set. I had no luck.

Finally, today, I decided to contact technical support. I was first amazed to discover that the chat feature worked, as I'd never been contacted about that issue after reporting it nearly two weeks ago. During the chat session, I kept getting redirected to a blank page, and had to press the back button to return to the session. This occurred three times. Finally, the representative told me I should try to create a new user account in Windows XP. I told her at that time that I would need to import my old settings, and she expressed nothing that would lead me to believe this would be a problem. I admit that I did not tell her WHY I would need to do so, but given what was about to happen, she should have told me this would cause problems.

In any case, I created the new account and restarted the computer. Again, let me remind you that I am visually impaired. Specifically, I have some difficulty focusing, and viewing a computer screen with high contrast gives me a headache in short order. With that in mind, I logged back onto the chat feature and entered my case number. A different representative picked up the chat, and I asked to speak with the person with whom I'd already addressed my problems. The new representative told me that was impossible, but that he would help me. I then proceeded to tell him that I was having trouble with the screen, and that I needed to import my old settings. He didn't seem to know what I meant, so I told him about my difficulty viewing the black-on-white color scheme that is used as the default. For some reason, he had me open the Device Manager, and I informed him that the text was too small and I couldn't make out the fonts. His solution to this was to tell me to reinstall the Video Driver. I told him that all I needed to do was use my old settings, but neither he nor his supervisor, who eventually joined the chat, was able to understand this. Eventually, I gave up and ended the chat session. The supervisor then called me and I explained my problem again. He then told me that they couldn't fix it because transferring my old settings was a software issue, and that I needed to call another number. Why I wasn't told that earlier is still a mystery to me, but I accepted this at face value and called the new number I'd been given.

Upon reaching a representative at the new number, I was told that if I wanted his assistance, I would either need to buy a software service contract or I would have to pay a one-time fee of $49. I was quite surprised to discover there was a separate software service contract, as this had never been mentioned when I bought the computer. I told him I could not afford this, as I'd already blown my entire budget in buying this PC along with the maintenance agreement and hung up. I then proceeded to call the sales number again, and described to the representative what I'd so far encountered. By now, I was fed up. I told her that I hadn't been offered this software service contract, and that I would have to return something if I needed to purchase it. I also said that I couldn't understand how a company such as yours could justify shipping me a defective product and then charging me to fix it. I gave her three choices -- either fix the machine, replace it, or allow me to return it for a full refund. She wouldn't even tell me which of those Dell would be able to do for me, so I asked to speak to her supervisor. She offered me a $50 gift certificate of some kind to placate me, but at this point I just wanted my machine fixed, so again I asked to speak to her supervisor. She said she would do so, and left the line for a few moments. When she returned, she did not allow me to speak to her supervisor, but she did say she was going to place some kind of service order so that I could access software support to fix my problem without being charged. After waiting a few minutes for her to place the order, she said she was going to transfer me to the software support line. Finally, I thought, I would get some satisfaction. I waited on hold for a couple more minutes...

...and then I was disconnected entirely. She never told me the number to which I was being transferred, and never gave me the order number which she'd placed, so now I'm stuck. My original issue was never resolved, and now I'm stuck with a useless user account sitting on my system to boot. All this, and I haven't even TRIED to get my wife's system fixed yet. I must admit, Dell has impressed me. I have never encountered such a company-wide level of incompetence. The sales staff couldn't provide me with the information I needed, and didn't offer me necessary options that I now cannot afford to purchase. The telephone customer support staff seem unable to even solve simple issues such as where to plug the speaker jack. The chat customer support staff tried to solve nonexistent problems while ignoring the actual problem I'd reported. I am at my wits end. Only Dell's superior hardware is preventing me from just packing up the entire machine and sending it back.

I hope that you all will understand it when I say: given that the entirety of my experience with your company over the past two weeks has been beyond sad to the point of being laughable -- or at least it will be once I'm done being angry beyond belief -- that I will now tell anyone and everyone I meet that Dell makes a good product, but if you want even the most basic level of customer service you should stay far, far away from them.
     
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Posted by PaulC on 2005-07-01:
This all sounds so familiar to my experiences with my new Dell back in February. I had problems with my "service" contract and with the telephone support staff, too. They NEVER fixed the problem, although I spent three weeks on the phone with them, every day, for hours on end. I even had to go out and buy a telephone headset, because after the first few days I got so tired of spending four or five hours in a row on the phone getting NOTHING settled. I finally gave up and took my computer to a shop around the corner. They charged me $95 for the one hour fix, but it was worth it not to have to talk to all those outsourced Indian techs. The service contract essentially is money lost, not worth the paper it's written on. I'll never buy another Dell product again.
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Nightmare
Posted by PaulC on 03/09/2005
TEXAS -- The problem: I must admit that after reading all the reviews about Dell on this site I feel lucky. Lucky that my computer at least comes on and connects to the internet. The problem? The Philips rewritable DVD Rom Dell put in my computer will not burn music or video files. And apparently Dell has no intention of fixing the problem.

The history: When I discovered the DVD Rom wouldn't burn music files, I called Technical "Support" and like everyone else was shifted from one number to another, holding every time for 15-30 minutes each time, and repeating my express code number, service tag number, email address, and telephone number every time. Finally, I got a "specialist" aware of "issues" Dell was having with the Philips DVD Rom. I spent two hours on the phone trying to burn music files every way possible but had the same result every time. The DVD Rom would kick open, disregarding the blank DVD +RW I had in the drive, and a message would demand that I "insert a rewritable blank disc". TS finally said it was a hardware problem and dispatched a technician with a new Philips DVD Rom to be installed at my house.

When the technician arrived and installed the new DVD Rom, I asked him to wait so I could test it. He did and the new DVD Rom demonstrated exactly the same problems as the first one. The technician said, sorry, it wasn't his problem and left. I called TS again, spending another 45 minutes holding, giving all the personal information plus my new case number and then waiting 10 minutes while the TS agent "reviewed" my case. He came back and said the problem was I was using blank rewritable discs on my rewritable DVD Rom and that I should instead use NONREWRITABLE blank discs!!!! I knew this was insane but went out and purchased a five pack to satisfy TS that I was at least trying. Of course the nonrewritable blank discs didn't work either.

I called again and spent several hours for TWO DAYS with my calls being "dropped" after I would spend 10-30 minutes on hold and another 10 or so minutes giving my personal information, each time, every time, over and over and over.

After two days of futility, I tried calling TS once more. After going through the usual song and dance for 25 minutes, the real DELL HELL began. I was shifted to no less than eight (YES, 8!!!!! different numbers) and ended up spending literally over 6 hours HOLDING for various TS agents until one of them came on and informed me they had discovered a DIFFERENT reason my DVD Rom was not burning music files: software incompatibility. And despite the fact that Dell was the one who installed the hardware and the software on my new computer, TS says that since it is NOT a hardware problem Dell no longer has any responsibility to resolve the matter. They offered to SELL me new software.

I pushed the matter and demanded restitution and compensation but was told that my 21 day product return period had just ended. That day, nonetheless! (See how things work? String along the customer and then dump them once you've got their money and their return date out of the way.)

This was my second Dell. The first one, bought over six years ago, worked fine and had only a few problems that were handled by TS back then rather handily. The new TS in India, however, is rude and incompetent. Their English is incomprehensible and their sense of urgency and customer service non-existent. This is the last Dell product I'll ever purchase. Everybody else, when you hear the word "Dell" offered as an option, start running and don't stop till you pass the county line. Avoid these people, because Dell is the Ebola Virus of computers.
     
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Posted by Taurus212 on 2005-03-09:
Nice review of Dell, showing how you worked with them and still got booted aside.
See my review of Gateway ("My Experience with Gateway Computers") for a possible way to get this righted.

I dunno; Dell may be legally in the clear, but they sure aren't morally.
Posted by PaulC on 2005-03-09:
Addendum: I posted this review yesterday. Between then and now, I had been waiting for a senior Dell Customer "Service" agent to telephone me from Austin. Yesterday, when talking with TS I ended by pleading with them to allow me to talk to an American, somebody in Austin. The agent agreed and made an "appointment" for the American agent to telephone me at 3 pm CST today. Need I really bother to add that it's now 3.28 CST and, of course, NOBODY has called.
Posted by tander on 2005-03-10:
Its always a headache dealing with tech support with any kind of computer support.
Posted by Taurus212 on 2005-03-10:
One can have good experiences with TS, its just a matter of lucking into getting a competent rep who cares about doing his job well.

Re: your question on my review about "all these companies being the same": in my view the problem boils down to "Marketing, Marketing, Marketing, Marketing, Marketing, cs, Marketing, Marketing, Marketing..."
They seem to care more about making customers than keeping them.
Posted by Mario on 2005-03-22:
I had the same problem with my new Dell Dimension back in Dec of last year. Dell tech support was useless and offered no real help or insight after more than 4 hours of calls.

I had to find myself that there was a Phillips DVD-RW drive firmware update released by Dell and posted on their support web site. Go figure! They should've known and told me about it.

To top it off, the tech support person could not speak English clearly (try that for 4 hours on the phone!). Being a long time customer of Dell, I found the whole experience very disappointing and aggravating.

Try the firmware update, it fixed it on mine!

Good luck.
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Dell from HELL - Four months of nightmare
Posted by Pattye on 04/19/2005
I purchased a desktop finance through Dell Financial back in January.

I spent EIGHTEEN HOURS over a two-week period talking to "technicians" from India who could not fix the problem. I was unable to connect to the Internet. We uninstalled, installed, uninstalled, installed operating systems and drivers. They would lie to me and tell me that they would research the problem and call me back but didn't. They would lie to me and tell me they would ENSURE that the problem was resolved and after THREE weeks, I called and said that I wanted to return it.

They gave me a return authorization number, sent me shipping labels, and finally I received an email stating that they had received the PC.

All through Feb, March, and April, I get phone calls from Dell Financial telling me I am late on my payments. They do have have any record of receiving my PC. Each time I talk to someone, they tell me they will get it resolved, but nothing ever happens except more demands for money.

Now they have turned me in to the credit bureaus!!! For a PC that never worked and that I sent back WITH THEIR AUTHORIZATION to return it!!

I have never been so frustrated with a company in my life. I have spent hour upon hour on the phone talking to them, on hold waiting to talk to them, or being transferred by them.

And they are still calling me (just last week) wanting to sell me a warranty! WHAT?????!!!!

How in the world does Dell function? They are existing and profiting from their name and from the fact that they USED have quality.

The quality of their products and the horrible customer service shows that Dell has gone downhill and is atrocious.

     
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Posted by leiko on 2005-04-28:
dell from hell is RIGHT! my son purchased a laptop and it broke within 5 months. what a rip off. since his insurance ran out and he called to get a quote to have it fixed they said it would cost him almost 500.00 dollars. that was even more ridiculous. what a ripoff company. the more money they make it less effort they put into making quality products like their adds say. dell from hell is right!
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DON'T BUY A DELL!
Posted by Lamere on 03/25/2004
CALIFORNIA -- The most frustrating business experience that I can remember. From the minute I received my Dimension 2400, it was apparent something was wrong with it. I called Dell, repeatedly, only to experience extremely long wait times. When a live person actually came on the line (and for a while I couldn't figure out why they all had Indian accepts - until I learned that Dell outsources customer service to India!) they told me I needed to speak to a different department. I was then put on hold again or the call was dropped. Email was a joke - emails were not responded to other than an automated response, other than my most recent emails about when would I receive the promised refund on the return of the junk computer - that day I got three responses - all different! Dell proclaims their products and customer service - I found both to be less than inferior - whatever that is. Customer service out and out lied to me, prior calls were not documented, the right hand obviously does not know what the left hand is doing.
     
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Posted by wearecruisers on 2004-03-27:
You are right. Their support is the worst. I just purchased a Dimension 2400 and it is a low end computer, but I only paid $500 for it. The problem I have with Dell is when you call to talk to someone about a minor problem it becomes a major problem because you can not understand a word that these people are saying. Dell is a good computer except for their service.
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LOUSY WARRANTY SUPPORT
Posted by Dona on 03/20/2005
Have been fighting with Dell for 2 weeks to get hard drive problems fixed. Their support people only like to argue from INDIA. Apparantly no support in United States and there is no contact with Customer support or Customer relations. At this point I have dealt with over 15 Technicians and they have failed to fix problem. I do not recommend purchasing any Dell products.
     
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Posted by C130Driver on 2005-03-20:
I couldn't agree more...my Dell (1 year old)has so many error messages on boot up...it takes another 5 minutes just to close those windows. The hoops you have to jump through to get any service is pathetic. I will never by another Dell! Dell...the computer from H---!
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Customer Service/Support: Why even pretend?
Posted by Cluetrain Too on 02/08/2010
First off- I am posting this expression of frustration here because Dell does not care enough to provide any access point for feedback that I could find( after searching for an hour) with the exception of feedback on their website.

I purchased this high end Intel i7 based model 8100 desktop a week ago to replace a Sony Viao desktop that had been serving me very well and with out any problems for 8 years.

The hardware is all that it is advertised to be. A good piece of assembly.

However, Yesterday for some reason all of the Application Icons went blank and became dysfunctional. This rendered my new screaming piece of hardware almost useless. I knew it was a software issue. After re-installing Windows 7, running Norton scans three times in an effort to detect if a virus was the cause, re-installing MS office and surfing the Microsoft Windows 7 support website and blogs for answers to my problem, the Microsoft website stated that Dell provided support for its products. Consult them was the suggestion. So I did! By phone.

After providing permission for remote access to my pc, the first guy concluded that he did not have the training to deal with the problem that I was encountering. He would need to transfer me to the software area.

After providing permission to guy #2 for remote access to my computer he looked around for about 45 seconds and concluded that it was not Dell's problem. Since my Norton registry indicated that there were two threats that were recently detected and remedied that there was obviously a major problem due to a "wireless virus." (BTW: the two threats that were detected and remedied occurred as the result of Dell's remote access attempt. Norton did its job. I authorized Norton to allow the access.)

This second guy did not even look at or acknowledge my dysfunctional logo issue. The fact that some how link files had lost track of their respective executable files was consequential to the "virus". That was the only explanation. He stated that obviously I had caused this by using the Internet and using the wireless capability of the computer. Dell would not accept any responsibility for such a situation. Dell would not assist me ( without a charge) to get the computer that I had bought just seven days ago back up and running. He could "remedy my virus problem and thus fix all other problems" on my PC but it would cost me. Forget the obvious fact that neither this guy nor the first had a clue as to what they were doing. It was obvious that they were operating from some sort of scripted knowledge base which led to to the ultimate and desired conclusion that Dell would not claim any responsibility or at least compassion for their product or my predicament.

At about this point my blood pressure began to rise. To make a rather long and painful story I finally hung up in disgust.

I returned to the MS windows 7 support website and after a dew more searches was pointed to a inexpensive third party register cleaner utility. I bought it for less than 10% of the cost that the incompetent Dell guy attempted to scam me out of. It installed and remedied my icon problem in about 3 minutes.

After 5 hours of frustration my software issue on my Dell computer was finally remedied. No thanks to Dell.

I fact, I am totally convinced that Dell's lack of interest in their customer will prevent me from ever buying or recommending a Dell to anyone.

Never Again!

I have direct influence and approval authority for all desktop purchases in my company.


Dear Dell...pick up a copy of the "Cluetrain Manifesto". The consumer world is out here talking to one another.
     
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Posted by MRM on 2010-02-08:
Heres a band-aid to all of your computer problems... buy a Mac. Because PepperElf tells you to!!!
Posted by PepperElf on 2010-02-08:
well it does work better than a dell...
but i wouldn't call it a bandaid. a bandaid only covers up an issue
and you're talking about the cure itself! *grin*

though personally i don't truck with win 7.
xp works fine for me - yeah i actually do have a pc desktop. i don't use it much cos it's 5 years old but i do have one. and a miniature laptop that i wish i hadn't gotten. also an xp.

but i usually use the mac cos... it's lasted with good service for almost 3 years now. and it still out-performs younger windows models. :-)
Posted by bcd on 2010-02-08:
"Dell would not accept any responsibility for such a situation. Dell would not assist me ( without a charge) to get the computer that I had bought just seven days ago back up and running."

It is not Dell’s fault that your computer became infected with a virus. This is 100% your fault. Software problems are not covered under warranty. Poor Review.
Posted by ndrulez on 2010-02-08:
I'd rather jam a pencil in my ear than talk to dell reference desk. Did you attempt to launch any applications directly from C\program files, as opposed to their desktop shortcuts?
Posted by Cluetrain Too on 2010-02-09:
As MRM suggests I should have gotten a Mac. Though the Dell Hardware is good. Not any regrets with the hardware. Their total lack of customer CARE and support is baffling.

To BCD's comment. There was no virus. I repeat no virus. The idiot at the "help desk" was trying to suggest that there was! He was trying to scam me out of money! I agree that Dell would have no responsibility if one did exist! But, at least they should have shown some concern, empathy and a little interest in customer CARE.

To ndrulez, I did once I found the exe files. However, a cheap utility repaired the lnk file associations. Something that the help deak should have been aware and at least suggested.
Posted by ndrulez on 2010-02-09:
I was curious because your review says you reinstalled 7, I'm guessing just the OS and not the applications. and yes there definitely was no virus issue. I was thinking that maybe your c drive was accidentally renamed causing all the desktop links to be negated?
Posted by PepperElf on 2010-02-09:
try looking at your active processes.
then go to http://www.answersthatwork.com/Tasklist_pages/tasklist.htm

see what's running on your processes list and look it up there
if it's not there look it up online.


or if that doesn't work...
try and older version of windows
or linux?
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Multiple Hard Drive Failures
Posted by Dendad on 05/08/2009
ROSEVILLE, CONNECTICUT -- I bought my Dell Dsktop XPS computer in June, 2007. Everything was fine until Octrober of 2007 when the hard drive failed. Tech support was called and made provisions to replace the hard drive and everything was fine. Then in November of 2008 the hard drive failed again. I called Dell support and they again made provisions to replace the hard drive, which they did. Then about a month ago(3/2009) I was experiencing problems to the point where I had to reload the Vista operating system to get my computer to boot up. I knew something was wrong but didn't what it was. Then this past week, the hard drive had once again failed. Mind you this will be the fourth (4) hard in this machine that is less than two years old. I asked the tech support people why the hard drives were failing and they had no idea; well I have no idea either but
it seems to me, and other computer literate folks, that there is something wrong (power supply?)with the computer to keeps causing the hard drives to fail. I think that's a reasonable assumption. I've been a long time user of Dell equipment and a manager of a firm that also uses Dell equipment extensively, but after this instance I am having very serious doubts about replacing old equipment with Dell. I am willing to work with Dell to have them replace the computer but so far they are unwilling to it. Am I being unreasonable? Thanks
     
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Posted by Soaring Consumer on 2009-05-08:
I doubt that a power supply issue is causing the hard drive to fail. If the problem was the power supply, other parts in the system would experience problems as well. The drives are likely failing because they were made poorly, and Dell is simply selling cheaply made drives as a premium product.

Can you open the side of the chassis of your computer and tell me the make, model, and capacity of your hard drive? From this I can determine what I can recommend as a suitable replacement. These days, some of the best quality and higher capacity models can sell for less than $100, which would make for a good priced upgrade. A good place to look is Newegg.com.
Posted by Anonymous on 2009-05-08:
DHell will never replace the computer. Hard drives fail. It's not a matter of 'if' but 'when'. I did a little research on the problem and found a possible solution. The cable connecting the drive to the motherboard might be faulty. This seems to be the case with DHell computers as opposed to other manufacturers. You can also try the diagnostic from the BIOS screen to see if the drive has actually failed.
Posted by Dendad on 2009-05-12:
Thanks to Soaring Consumer & PassingBy for your responses.The Dell rep came out yesterday replaced my hard drive and got the machine working. The old drive was a Western Digital WD3200 AAKS 320GB. He checked the cable and found no obvious problems. I did the BIOS test with the Dell Support and it said the drive was bad. I guess in the future I will get an external hard drive and use some kind of software to back it up. Thanks again for your help
Posted by Soaring Consumer on 2009-05-12:
Glad to hear that Dell stepped up and fixed the problem. Getting an external hard drive to back up your data is a very good idea.

Western Digital is a good brand, I guess Dell must have simply gotten a bad batch of drives.
Posted by jason_jones on 2009-07-28:
hi i was reading ur review regarding ur dell system and hard drive failing multiple times well i am a tech myself and thats why i know that this kind of issue can happen on any system well ususally HDD crashes if there are bad sectors created on HDD and that happens if we don't follow the correct shut down process process if u straight away power off ur system from the power button it creates bad sectors on HDD and another reason can be viruses if enter the boot sector of HDD so my suggestion will be that keep ur antivirus updated and keep scanning system for any viruses if possible use AVAST anti virus i am using this anti virus from past 5 years and trust me there is nothing better that avast norton and mcafee sucks and use proper shut down method from operating system and i like assembling my own PC's as all manufacturers they don't manufacture parts they just assemble the parts and i had quite a bad experience with western digital hard drives and i personally don't prefer western digital hard drives... i recently assembled a new PC for me its been 5 months and its working great better any branded system please revert to me if u have any conerns
Posted by PepperElf on 2009-07-28:
So "ur" a tech?

mind if I ask what company?
Posted by Soaring Consumer on 2009-07-28:
Uh... what??? I am a tech and that is the worst gibberish I have ever seen.

Bad sectors on a hard drive are usually created as a result of physical damage to the drive platters. Western Digital is usually a good brand but I think some companies buy the lesser performing samples for less money and then resell them for full price.
Posted by PepperElf on 2009-07-28:
That's what I was thinking.

Most professional techs I know don't use the word "ur". At least not if they're over 21.
Posted by Anonymous on 2009-07-28:
Ur right Pepper elf lol
Posted by PepperElf on 2009-07-28:
liek lol i now im rite!


*ugh, it was painful even writing that*
=p hah
Posted by morgan1273 on 2010-06-30:
I'm having a similar problem. Bought the computer last September. The hard drive crashed in December, again in March, and just crashed again this week. Dell sent me a refurbished computer initially, but has sent new hard drives the last 2 times. All have been the WD brand.
Posted by cwrdes on 2011-04-16:
I am writing this on a Dell XPS m1530 that will, according to the Intel diagnostics, have a hard drive failure any time now. This will be the third HD to fail in this machine since it was purchase new. I have read a lot here and there to try to figure out why these failures might be happening and what i might do to protect the next drive i install. But after all the research and opinion sifting my gut tells me that this particular machine is just not a good design. If heat and vibration are a hard drives greatest enemy it's easy to see why thiner high end looking machines might fail more often that bulky lower cost models. High performance = higher heat. Thinner cases = less airflow and circulation for cooling. Rigid frame construction = less vibration dampening during normal use. All of these add up to a fairly unhealthy environment for a hard drive. A good designer might be able to see their way around these design problems but the resulting machine would come at a high cost. Well the HD warning has started blinking on the task bar. Good luck.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Customer Service Worst I Have Ever Experienced
Posted by Soxford63 on 04/16/2014
BAKERSFIELD, CALIFORNIA -- I have purchased 2 computers -- desktops and one printer from this company. All have had problems from the first day of use. The 926 All-In-One printer never worked right and support techs were never able to offer any help in fixing this. Their support department is a joke or non-existent. They all mumble in their incoherent Indian-accented voices telling you to try another department, just to hear more incoherent babbling that they know nothing about this and try another department.

I think the whole idea is to wear you down with long waits, no answers to your problems and always transfers to yet another service tech, who also does not anything about your problem. Well that is fine, because I will never buy another Dell product.

My grandson is taking marketing courses in college and he says that these computer companies do this on purpose so you will be forced to buy a brand-new computer. They have lousy customer and support service for a reason, but sometimes it backfires. In the long-run, they are losing many customers, like me who are fed up with this nonsense and refuse to put up with it.

Dell you are about to hang yourself -- the sooner the better.
     
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Dell's horrible customer service.
Posted by Cassiecat5838 on 11/28/2011
AUSTIN, TEXAS -- Doesn't matter what Dell product you have, customer service sucks. My brother in law leased a Dell Computer, then died. I called Dell Financial Services at least 6 times, somewhere in India/Pakistan, their English was always poor and the knowledge was worse. I also sent a copy of the death certificate, return receipt, they got it. I was never able to close the account, still getting bills. The probate lawyer charged us $400 for dealings with Dell, he couldn't get anyone that understood or knew how to close an account after a death. I finally gave the computer to a senior center.
     
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Posted by Cwazychicken on 2011-11-29:
Sorry to hear about your loss. It is sad how companies have no sympathy for people in this situation. Been there, seen it. Oh and i have owned a dell, they are crap. My dell lasted a year before it broke for good. I would never get another dell, they did nothing to help me either.
Posted by trmn8r on 2011-11-29:
Count me in as another that went through horrid customer service with both Dell and Dell Financial Services. I wouldn't give that lousy company another nickel of my money.

I'm sorry about your loss. I can just imagine the horror of attempting to get DFS to help close out an account of a deceased person.
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Studio Desktop 540 Just Simply Stopped Working After 17 Month Of Service
Posted by Boriskontsov on 12/16/2010
I told myself before - no business with Dell, but I did it again. And it was even worse. 17 month - that's it. And now, I need to buy an extended warranty. But the quality electronics are supposed to work at least twice longer without requiring any repair! Moreover, if you add up the price the interest, and the extended warranty, the price of the computer becomes twice of what the item was listed when you bought it!

Go somewhere else - you will see a free shipping, interest free, etc, but not with Dell! Dell does not offer the best price and quality! Why people keep buying from Dell?!
     
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Posted by trmn8r on 2010-12-16:
I double checked your math on this, and everything is in order. Good luck with your next computer. I'm going back to Lenovo (IBM) after 5 years in Dell Hell. Just started my research.
Posted by bcd on 2010-12-16:
Describe the problem with the computer.
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