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Dell Technical Support - as told by a naive customer
Posted by Brooksidebob on 04/14/2006
METRO ATLANTA, GEORGIA -- I have owned seven previous Dell computers, and have seen the company descend from the mountain top to live in the gutter. My latest purchase was a Dell XPS 400. From the moment it came through the door, it suffered from Blue Screen of Death Syndrome. I called tech support and found that the accents in India have actually improved over the past few years, but the results were the same as the terrible service they have provided since exporting the tech support positions overseas.

Windows provided information on what had provoked the BSOD but as far as I could tell the Dell techs never utilized the information. They concluded the graphics card driver was corrupt, that the memory stocks were defective, that AOL On Line software had provoked the trouble, etc. I had many, many interactions with different techs, none of whom seemed to be able to do more than read scripts. The final straw was when new memory sticks arrived and I seated them, turned on the computer and found an immediate BSOD.

Somewhere along the way, though Dell does not make it evident, I had found that there was a 21 day "send it back for a refund" policy at Dell,though they go to extremes not to advertise the fact. I called customer care and told them to take it back. They immediately switched me to a person whose role was obviously to persuade me not to do so. They offered to send a new machine. I might have taken them up on this, but I insisted I did not want any of the half-baked "free" software installed, especially as there were indications that AOL was at fault.

Being a very flexible company in recent years, they told me they could not do this--they could only exactly duplicate the existing order. I next asked if the 21 return policy clock would restart on delivery of the new machine, as by now I was 17 days into "ownership" and it was clear I would not have time to send a replacement back. They bobbed, they weaved, they told me I would never have the same problem with the next machine, and after ten minutes of evasion told me the clock would not restart. I still told them I would agree if they could restart the clock. Once again, being a very flexible unbureaucratic operation these days, they said they could not, and I said take it back. Rather than agree they put a manager on the line who still tried to persuade me not to send it back, but eventually the deed was done--and more fun began.

UPS came by to pick up the computer the next morning. I got shipping confirmation numbers, an acknowledgment from Dell, and a statement that my refund would come in 7-14 business days.
I then got a confirmation from Dell that the computer had been received--and I started counting the days.

In the meantime I got a call from India, asking if the box had been picked up. Incensed by this point I suggested that the agent should know because Dell had sent email confirming. She next asked for the tracking numbers--which in retrospect I should not have given her. I replied she should also knew that as Dell had emailed me the information. I gave her the numbers and pressed her as to who she was and why she was calling. She told me her manager had assigned her especially to expedite my return and that she would be my representative and keep me informed via email. Smelling a rat, I asked how soon the return would be credited and she said 10-15 business days. I discussed the subtleties of the meaning of "expedite" and pointed out her schedule was actually a delay, not an expediting. I think this flustered her and she thanked me very much for the explanation and said goodbye. Before she got away, I asked her name, employee ID and phone number. As is usually the case, when I tired to reach her no one could find her, the number did not work, and I never received email.

Yesterday the 13th business day was coming to an end with no contact from Dell and no refund, so I called customer care and was sure Heaven had smiled on me because I got a "born in the USA," located in the USA customer care rep. I explained the problem and lo and behold he found the machine was not logged as being back. After holding for a half hour or so he came back on and told me he had discovered the machine had indeed come back on the date indicated in the Dell email but it had gone straight to the lab and had been there the whole time as they tried to find out what was wrong. I don't know if they succeeded, but may God protect anyone who buys the machine as a refurb because Dell certainly won't. My new friend told me he would make sure the refund cycle would start the next day. Having smelled many evasions, lies, and rats while taking to Dell on the phone I asked if the refund would complete the next day, as that would be the allotted 14th business day. He said no, and after evading the issue said it would be 7-14 more business days due to the fact the machine had been snagged by the lab, probably due to my "personal" Indian expediter. I pointed out I did not care about Dell's internal process, bureaucracy, etc, only their commitment to finish in 7-14 business days. He told me that he understood, and he gave me the number for the Credit Card Verification office that would make this happened. As a result of our new "born in the USA" friendship, he gave me his email address ( forrest_loomis@dell.com), told me he read email every 15 minutes and told me to use a particular phrase (Forrest you asked me to contact you) as the subject as his email filter would immediately alert him to customers he felt compelled to give special help. He committed to calling me immediately to help if I emailed him indicating the refund train had jumped the tracks. Feel free to email Forrest if you need help!

So I called the number he gave me, and Satan stepped in. Someone in India with a very bad accent answered. It was not Credit Card Verification, and I could not tell exactly what it was, but the person transferred me to a number--which turned out to be Customer Care in India. They had no idea of what had transpired so I said goodbye and mailed off an email to my "born in the USA" friend. Fifteen minutes, and hour, and two hours went by with no response. I sent a second email. No response. This morning (the next day) I sent a third email--no response. So with heavy heart I called customer care and felt a slight rise in spirits when another "born in the USA" person answered. I got to the root of the problem, he went away for a while, confirmed everything and said he had gotten the refund process started. Knowing what the answer would be I asked how long this would take--and he said 10-15 business days. Since this is a very simple paperwork issue, I asked if, given the situation, he could not expedite this (of course that might have caused even more delay). Again, the great flexibility of the current Dell bureaucracy caused him to say the process did not allow for this, no matter what the Dell commitment might say. I asked for the name of someone farther up the Dell ladder of the worthy to whom I could voice my opinions and he said policy would not permit him to give me another name. Having been defeated he asked very enthusiastically if there was anything else he could do for me. I told him that Dell should take pity on any prospective purchaser of the machine as a refurb and should crush it instead. He assured me that he would put this request into the records of the machine and would make sure this happened. I am certain he will. He then, by the book as had all the other great folks who had helped me resolve my problem, thanked me for being a Dell customer. He also told me I would promptly receive an email from him verifying the contact and giving me a means to contact a special representative, if in 14 business days I have not received the refund. True to form, 8 hours later I have not received that email. I can tell the Dell course on avoiding follow-through on commitments is being taught very effectively.

Overall I saw a tremendous number of evasions, broken commitments. and promises to contact me from a company which used to be the best on the planet which has now succumbed to incompetence, bureaucratic scleoris, and absolute contempt for the customer. For those of you who do in the future purchase Dell equipment, may luck and heaven be with you, for if there is a significant problem you will probably be left to wander in the lower circles of Dante's Inferno Maybe you will find Michael Dell there as well.

     
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Posted by miketech on 2006-04-14:
Ouch and this makes Dell 3 on the 1st board, maybe a record. I dunno I'm young here still yet. Sorry you went through all that. Dell has really gone down hill. Welcome to the club and hope you get your refund back.
BTW Dell trains some of the Indians in speaking American Dialect. I had one once who sounded like a real butt stomper from the Bronx. After about 10 mins on the phone he started losing it. Sure enough Indian.
Posted by viperpa33s on 2006-04-15:
Sorry that you fell on your luck buying a Dell. I knock on wood that my 2 Dell pc's have no problems. After reading this, you think people would still buy a Dell? Darn straight they would. Dell is suppose to have award winning customer service. This is why my next pc is going to be self built.
Posted by KenPC on 2006-04-17:
I read in the business news this morning, that Dell won a huge contract to provide PCs to all of Japan's Defense Agency.

I think we have finally achieved revenge for Pearl Harbor.
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Dell Erased My Hard Drive Then Did Nothing
Posted by Ehull1230 on 03/25/2006
SAN ANTONIO, TEXAS -- I bought his Dell XPS system less than 2 months ago. About the second week I had it I started noticing little things going wrong. Like the computer was lagging really bad and some programs weren't working and so on. So I began talking with Dell customer support, which is a lie because there is NO support given there. So anyway, after describing my problem and trying a few different things my laptop was still malfunctioning. I was mad at this point because I paid a little over $5,000 for this system. I did not like the thought that my money was being flushed down the toilet. Dell then told me that I would have to reinstall the operating system on my computer. So after about 3 weeks of waiting on the disks that they said would take 3 days I finally sat down with Dell last night to reinstall everything. The first person I spoke with only walked me through the first step. He told me it would take 20 minutes for it to finish gave me a case number and told me to call back. I mean I was doing brain surgery on my laptop and they wanted me to call back??!! So I did as he told me and called back. I was pretty confident that he got me through successfully. So then when I called back the woman that I spoke with asked me after about 45 minutes what I thought she should do. IF I COULD DO THAT I WOULD BE WORKING THERE AND NOT HER!!!!! She had NO IDEA what she was doing. But would also not transfer me to someone who could help me. So now my computer has nothing on it with the exception of Internet Explorer. My whole computer is jacked up and they are not trying to help me fix it. They told me they would send me another hard drive for me to install. I have never had a Dell computer before and this will be the last.
     
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Posted by miketech on 2006-03-25:
What programs did you have on there that you used. Most people don't explain what reinstalling Windows really does. There is one method that saves your documents and appears to save your programs but you have to reinstall them. Another method that wipes it all. As for 20 mins. It takes about 3 to 4 hours to reinstall windows and properly update it, spyware protect best you can, antivirus an firewall. That doesn't count installing a printer and whatever programs you have you need back on it. When I wipe my harddrive it takes about 2 days to get all my programs back on.
Posted by tander on 2006-03-25:
Yep Mike is right after deleting your hard drive, you re-install windows but from there it can take days to re-install all the other programs you had, it's quite the hassle.
Posted by David on 2006-03-26:
Hard drives eventually fail. On a desktop, you can have a RAID 1 array set up and be protected from losing anything when a hard drive fails. On a notebook, your best bet is a large USB drive to Ghost the notebook drive to on a regular basis. This will allow you to restore your computer as it was when you used Ghost to back it up. If you don't know how to do this, find someone who does to set it up for you and instruct you on doing it. Warranty tech support will never do more than replace parts and bring the PC back to it's original configuration - with none of your data or software installed. It is your responsibility to backup your critical data.
Posted by Anonymous on 2006-03-26:
What you really need to do first is get anti-virus, and anti-spyware installed. If the reinstallion of the OS fixed your problems, then spyware and malware caused them. You need to practice safe surfing!
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Do Not Buy Dell Products
Posted by Jeanapoole on 03/20/2010
My last Dell computer has lasted me over 10 years and never has been worked on. So I decided to by a new one studioxps. Dell has become the worse company I have ever dealt with. I have had to pay for tech support and had to have 4 things fixed. But I had to pay over 200.00. Now tonight I have another problem with the software and I am told I have to pay even more. No one speaks where you can understand them. No understandable English. Dell sucks. I will never buy from you again. And will tell people how I have been treated and the service I have received. You do nothing but take honest peoples money. If I could send this damn thing back I surely would. You are not the same people you were back when I bought my 1st computer in 1999. I use to brag about you, but that will never happen again. Also I have seen on other web sites the complaint people have made about you.

I wish I had saw it 1st because then I would have never bought from you. I have wasted almost 2000.00 on this computer since I got it and the computer tower was priced at over 1000.00. You have charge all the rest to set this up.

How can you live with yourself? Oh that's right, all you care about is taking peoples money, hell with your product.
     
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Dell Corporate
Posted by Krestof on 01/05/2008
POCATELLO, IDAHO -- Final Step January 18
I received a call from Dell Corporate office who put me in touch with one of their corporate technicians who assisted me with the issues of Vista and wireless along with showing me locations on the internet to correct problems if they arise again. I can honestly state Dell is willing to go the extra mile and help out an individual as that is what happened to me today. The frustration of buying a computer and having it not work along with other issues that occurred was truly frustrating, but the corporate help in stepping in and taking part was not something I expected. The system has been operating successfully for several hours as of this posting with zero issues. If you purchase a Dell, there may be issues, but if you have my success, Dell will find a solution -- it just may take some frustration along the way until you get to the right person.

January 17

Let me tell you the issues and frustration with the XPS420. The original computer delivered 1-5-08 was determined to have serious issues and another computer was sent. The original service tag was 26TYCF1. The new computer arrived today with basically the same issues of not connecting.

Steps I have taken:

1. Original computer arrived 1-5-08
verified router had up to date drivers
verified other pc's could connect wireless from the same location using XP and not Vista
was sent external wireless connectors for the Vista system by customer service to try which would only work sporadically - if the system went to sleep mode it would be necessary to uninstall the external router and reinstall before it would work.
hard drive was reformatted through a hard line connection with technical support
spent 7 hours on the telephone with technical support using a cell telephone as I did not have a home telephone at the time
internal diagnostic showed there was a problem at 98 percent that could not be corrected.
technician sent to replace the internal wireless only to have the system truly crash and fail -- technician told the tech service the computer needed to be replaced.
New system ordered but told could not be changed to XP
2. Changed wireless router to Arris and obtained a home telephone line
Connected the two older computers to the system - one direct and one wireless
3. New system arrived 1-17-08
No connection -- verified with the wireless company that it was not their problem -- diagnostic showed media service was an issue - diagnostic indicated it was a problem in the XPS420 and not the router.
4. Called Dell Technical support and spoke with a technician. He was able to trouble shoot the system and get it running correctly by shutting off, disabling and reinstalling a variety of things in the computer. When this was completed it seemed to be functioning, but updates were obtained on systems installed by Dell and would require restarting the computer in order for the safety to take effect. When I restarted the computer I did not have internet service again. I recalled Dell Technical support and obtained an idiot with a mouth who would not listen to the problem or take the steps the last tech had when the system was repaired and working. As I spoke with the tech -- the system came on line for about twenty (20) minutes with an internet connection before failing again and showing local access only. This tech felt it was not the computer, but the router even when the trouble shooting showed the media system kept disabling itself.
5. I asked for a supervisor and was placed on hold. I was on hold for 35 minutes when the tech came on the line and stated; he could not get my phone connected to the supervisor.

I have an XPS 420 Vista system that does not function. I have purchased a 4 year warranty package including in-home service and I cannot get satisfaction. I truly believe the problem is the Vista system. The service individual who came to the house felt it was the Vista system. I have proven that it is not the router using basic checks, such as: the other Dell computers can connect wireless, this system will connect when settings are changed in it, the router service has been called and verified their system is working correctly, and the other technician was able to get this system functioning. The problem is it failed once the system was rebooted.

I have spent close to 11 hours on the telephone with Dell Technical service and learned that you have quite a few who do not know what they are doing. I kept being placed on hold for up to 10 minutes in some cases while they went to talk with a supervisor.

I finally got a return call from the supervisor and was basically told to send the computer back. I was told to call customer service. After spending an additonal 45 minutes on the telephone with Customer Service, they will send me the labels to ship the system and components back. I was told if I want an XP system, I will have to reorder including the peripherals. It truly is a waste to not just change the tower and keep my funds rather than sending everything back which will be processed as used and requiring me to order another computer.

SO - I did get my money back, but I still do not have a functioning computer.


     
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Posted by Anonymous on 2008-01-05:
I play WoW on my Vista machine without any issues. Before I would pay Dell anything, I'd check the WoW boards to see if anyone had a similar problem. It might just be a setting that needs a tweak.
Posted by autumn35802 on 2008-01-05:
As a former 18 month resident of Dell Hell I feel your pain. I will NEVER, EVER buy a Dell again!
Posted by rsaccoccio on 2008-06-11:
I purchased a 3,000 dell laptop in aug of 2007. Customer service says there is nothing they can do but a dell salesman sold me 100% protection and now dell won't honor it. I purchase an XPS for 3K and the complete care for 3yrs - he said I was 100% covered - I said what if it is stolen - he said, no, you need lojack for that. So I purchased a 4 year lojack plan. Lojack states absolute guarantee on dell website and my invoice. So my laptop is unfortunately stolen (5 weeks before graduation!) and dell and lojack are singing a different tune. Neither will replace my system which is less than a year old and lojack can't find it. They said no we have 90% return - not what I was told or what is advertised! Why did I spend so much on protection to only get a fat goose egg in return?? I even agreed to put 1,000 toward a replacement and still got a no. That is more than I can afford. I am a single parent of three children who struggle to get through college while working full time. I spent 3,000 - had to return it once for defective hard drive and was sold 100% guaranteed protection only to find out it is a lie. I know there has got to be someone there who understands that you have to honor your promises and keep your customers happy. I have purchases 3 laptops, a desktop and two printers in the last five years alone. Please contact me about this if anyone has suggestions about getting recourse or compensation rebekahsaccoccio@yahoo.com. Thank You.
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Customer Care
Posted by Dwhiteh56 on 04/05/2006
TEXAS -- Let me share my recent and last experience with Dell. I recently ordered a computer online (XPS) and later discovered a coupon Dell had sent me for 25% off an online purchase of $999 or higher. I attempted to use the coupon and was informed by customer care to cancel my order and reorder the same computer with the coupon. The problem was; the coupon would not validate online. The coupon stated it was good until 4/22/06. After talking to 5 customer care reps and 2 sales reps the issue could not be rectified. Customer care personnel were condescending and unprofessional throughout. They even argued with the sales department on a three way call of which I was a party. Finally, a supervisor in customer care authorized the discount and the computer was ordered. Three days later Dell cancelled the order. The customer care response was to lie and attempt to pass the buck to Dell financing. Eventually they admitted the order was cancelled to avoid applying the discount. I later found out after I had filed a BBB complaint that customer care placed another order on my behalf at full price (without my permission). They tried to convince that me that I had placed the order but financing confirmed that it originated in customer care. I decided to cancel my Dell preferred account to prevent future occurrences at which time I heard clapping and cheering by customer care personnel. The issue really is one of false advertising vs poor customer care due to outsourcing. These folks in India or Pakistan do not adhere to our accepted customer service practices, nor do they care. I would suggest everyone pay attention to the similarity of complaints filed by others and Dell's unwillingness to resolve these issues. BUY AMERICAN AND DEAL WITH AMERICANS>
     
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Posted by dsmith68 on 2006-04-06:
Buy American computer parts? Good luck!!
Posted by miketech on 2006-04-06:
You might could find a computer case made in America. Other than that you will be sol, unless you want to buy one that is 6 years old or older. Not much made in America anymore.
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Avoid Dell computer financing!!!
Posted by Warriorsoul on 02/08/2008
I purchased a laptop computer from Dell over a year ago. I bought it through their financing plan which turned out to be a very bad mistake.

I have been paying the monthly bills on time, and usually even pay over the minimum amount. I also had my warranty extended, which may have led to the following problem:

I found out a couple of weeks ago when I got my bill that instead of the usual finance charges of around 4 dollars, that I was now being billed 196.86!!!

I called their service rep who told me that I was billed this outrageous amount because my promotion plan had ran out.

I thought that the whole reason I began to be billed 4 bucks a month in finance charges in the first place, was because my promo plan had already run out after the first year had ended. But their rep told me that was a separate finance charge for “service calls”!?!?

I was never told that I would be getting finance charges for service calls!! and it DOES NOT SAY THIS ON MY BILL!!! Also, what service calls!? If I was in danger of being billed almost 2 hundred dollars in finance charges then why did the bill before this one say that I WAS ONLY DUE TO PAY A MINIMUM AMOUNT OF 20 DOLLARS!?! Was Dell deliberately trying to mislead me so that they could hit me with a 196.86 bill!?

What I had to do was go ahead and pay off the rest of the bill—which is what I could have done a long time ago had I known about this scheme.

A Dell rep did eventually get back to me and told me there was nothing that they were going to do about it.
     
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Posted by DianeBaby on 2008-02-09:
I had a very similar problem. I sent a letter of complaint to the attorney generals office about 7 months ago and surprise, a month ago they sent a letter that they had received my letter of complaint and were checking into it. Apparently quite a few people have similar "overbilling of finance-related charge" complaints. I've not heard anything back, but if its possible for you to do so, you might check into that. I can't remember how I got an email address for the complaint it was so long ago, but at least they did get back to me. It looks like it will be awhile before I hear back from them. Diane
Posted by DianeBaby on 2009-07-25:
UPDATE!!! This week, I actually received a letter from an attorney's office regarding my complaint against Dell, and attached was a settlement check for $369.00. What a wonderful surprise!
Posted by DebtorBasher on 2009-07-25:
Great Diane! Congrates! Maybe more people will take that extra step as well!
Posted by Soaring Consumer on 2009-07-25:
Welcome back, I'm glad your situation is resolved.
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Computer Problems
Posted by Donopacic77 on 11/05/2011
TEXAS -- Purchased a new Dell with service contracts. All worked well for 2 months and then the problems started. Per contract terms, called tech support and over 4 days and 10 hours, each day found the computer lsoing files and functions that worked prior to tech support taking over control. All previous files and folders that were operable were delelted by Dell. Finally, the printer and scanner failed and prior to tech support, operated perfectly.

Under the terms of a 3 year maintenance agreement, if tech support can not resolve the issues, a Dell representative is supposed to come to my home to facilitate repair. This has been refused. Was refered to Dells resolution department, they refused to speak with me and I was transferred back to tech support who failed.

I now sit with a $1900.00 two month old computer which is useless. What Dell promises prior to the sale does not happen afterward. You can not get customer service. ON lrequest, you get refered back to tech support. Really sorry I purchased this Dell
     
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Posted by bcd on 2011-11-05:
Is it possible they informed you that software related issues are not covered under the terms of the warranty or service agreement?

Backup your data and reformat the hard drive. Then reinstall your programs and utilities from the original source discs. Then reinstall your data. It's just like starting over.
Posted by traceylynn on 2011-11-05:
Is it possible you have a virus? BDC is right, those are usually not covered under the warranty plan. Spot on advice with reformatting, it will most likely fix you issue.
Posted by Old Timer on 2011-11-05:
This is why they are called DELL Hell.
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Dell Customer Support Calls American Greedy
Posted by MichaelDell on 04/10/2011
ROUND ROCK, TEXAS -- Dell Customer Support calls American Greedy

In a surprising move last week, the DELL Executive Customer Support Team reportedly decided to not return the personal property of a customer, because, and I quote, “the term Greed comes to mind.” (Executive Team) Now, as surprising as this may seem, apparently the customer in question has had a computer in for repair with DELL for over 60 days, and, apparently is a greedy American, according to the Sr. Executive from customer support, based in India. This is a blow to customer support for Dell, as these types of racial slurs and discrimination were not expected. But, apparently this is widespread within the customer support division based in India, with repeated accounts of rude and disrespectful behavior towards American customers. For this customer, one can only hope that the illegality of holding onto private personal possessions, when in fact, it has been verified that they are the rightful owner, that higher-ups will step in and return their merchandise, as this smacks of blatant racism and will not help Indian US relations.

You may contact the Executive Customer Support Team with inquiries as to why they have taken this stance at:

• 1.800.624.9897 Ext. 72-83898
• 9 – 6, Sun-Thur. CST
• This is the highest level of support at Dell, and consists of only 12 personnel.

• You can also send letters of concern to:
• Michael Dell, CEO Dell Inc.
• One Dell Way
• Round Rock, Texas 78682

• or to the registered agent for Dell Inc. at:
• Dell Corporation Service Co.
• 211 East 7th Street
• Suite 620
• Austin, TX 78701

     
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Posted by tnchuck100 on 2011-04-10:
Image way too large. Totally screws up the screen format.
Posted by tnchuck100 on 2011-04-10:
Image fixed! Great. Thanks.
Posted by trmn8r on 2011-04-10:
I couldn't tell if this is supposed to be an informative or a complaint. I'm not going to contact Dell to find out about a problem that you had.

If it is a complaint, what happened?
Posted by tnchuck100 on 2011-04-10:
This review was copied from:
http://codaopus.wordpress.com/2011/04/09/dell-customer-support-calls-american-greedy/
Posted by getoverit on 2011-04-10:
Interesting link, Chuck. I'd comment on it some more but it appears as if somebody thinks I've said enogh already.
Posted by CrazyRedHead on 2011-04-11:
Americans ARE a greedy lot, but that is all I am going to say here since I have never dealt with Dell.
Posted by MichaelDell on 2011-04-14:
I appologize; I am avery new to blogging (as a matter of fact, I started blogging because of how pissed I am at DELL) and am still figuring out things. I'm really trying to get more hits to my blog so I'm trying to link and well, maybe not doing it right.
This is a complaint, I am just being a bit creative and writing it like a news story, if that makes any sense.
DELL has my computer and won't give it back, can you believe that!
Any and all comments wellcome, or you can visit my blog at http://codaopus.wordpress.com/ (hope I can leave that.
Posted by ts Fradenburg on 2011-08-08:
The worst customer service in the world. You can reach the President of the USA faster and easier than you can reach someone at Dell who speaks english.
You will be hung up on at least 50% of the time.
Posted by dumblondenot on 2012-01-23:
I got sucked in too! Bought XPS 17 approx.3/1/11,set-up Sat.nite,Sun.am blue screened. Have given up with Dell support, Dell Inc., etc. Numerous hrs. on support, fixes, etc. They treat you like inferior idiots. Have been using computers forever. It still overheats, but only use it now for Internet. Will NEVER buy DELL again, this Co. has obviously dug its own grave.
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Technical Support Nightmare
Posted by Cenay on 04/20/2010
PAYSON, ARIZONA -- Although I am about to share a personal nightmare with technical support, I would like to state going in, my Dell XPS has been (hands down) the best product I have owned.

Recently, I was walking with my laptop, moving it from one room to the next. I accidentally stepped on the cords hanging down and broke my audio jack. Completely my fault and a stupid thing to do.

My Dell (now 5 years old and still the faster machine around) was out of warranty. I knew the part I needed due to some personal trial and error testing. Sound card was okay, headset was okay (both tested), only part it could be was the jacks.

I called Dell technical support and was transferred 4 times until I was speaking to the correct person. Apparently - out of warranty computers have their own *tech support* dept. It took more than 39 minutes to determine the actual part number of the fan I was calling to get replaced. This despite the fact I was holding the part in my hand and was describing it completely to each person I talked to.

Once I had the part number, it took another 5 transfers and more than 1.5 hours to actually order the part.

I spoke with 9 different people during this experience, and all but one was rude, interrupted me constantly and refused to listen. If even one tech had stopped trying to pass me to someone else and actually listened to my situation, this could have been resolved very quickly.

UPDATE: The part arrived 5 days later and when it was installed in my computer, caused it to fail to boot. I replaced the old part back in and computer came right up. I put new part back in, same problem.

I spent 1 hour 19 minutes trying to get the part replaced. I wound up buying the part again, and having it shipped. During a transfer to get an RMA number (11th transfer to a new person), I was disconnected. I called back and was on hold 21 minutes. When someone answered my call, I was informed that their computers were down, please try again in 3 hours.

Sheesh. I have loved my Dell computer, but now that it's time to replace it, I am not sure I will be staying with Dell. The technical support has become intolerable to work with. (this is just the most recent tech support nightmare for me).

Dell, if you are listening... move your tech support back from India and teach them to listen and be courteous.

     
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Posted by bcd on 2010-04-20:
You stated that you broke the audio jack but ordered a fan. This does not make sense.

After replacing the part (audio jack or fan?) the computer did not function. Maybe you received a defective part, or the incorrect part, or maybe you incorrectly evaluated the problem.
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Warranty That Is a Joke - Lack of Service
Posted by Rozhirstsmith644 on 07/27/2013
List of problems with my Dell tower XPS9100. The computer has had issues for several months with me trying to get help in between medical issues with no success! II started having major issues with still having a full year of warranty. I paid for a supposed virus fix that the tech support claimed was causing my problems. This was a one time service!

The issues continues to manifest and after being frustrated further I bit the bullet and called again. This time the issues were: 1. The computer reboots in the middle of a program for no apparent reason. 2. The screen has technically exploded in colors and no way to shut off computer to retry without physically holding down the power button or actually unplugging the computer. 3. The computer freezes in screens where the keyboard or mouse will not work, again causing the only solution of the power button or power cord. 4. These problems can occur in a game program or just on the internet. (They may occur at other times, but as I am handicapped and medically retired, the only thing I do is either play a game or read the news on the internet or my email account.

Finally the frustration in having a full in home warranty for 4 years and the tech support that cannot seem to fix the issues. I was originally told this problem was a virus and I paid to fix the problem. The fix did not fix the issues! I spent a full day on this. This last week after many months of frustration where I did not even try to use the computer, I finally called with the list of complaints above. The tech team claims they can show no errors for the physical items in the computer and after many hours, a full wipe and reboot is accomplished. The issue is still not resolved and the computer reboots for no apparent reason, freezes up and does not operate or the power becomes the issue again, however, this time all of the error codes that had been popping up before the wipe are not showing,

The disruptive service is like I rebooted the system, the freezing screens and my physical shutting off of the computer is not showing an error like it has always done. The final time last night the computer screen exploded in color as if the ATI Radion 5800 was having issues, tried to restart, I saw a flash of the explosion of colors before it quit functioning at all.

I called tech support again, told the tech the power issue and said "please send your tech and he can verify the problems or I can ship the tower to you and let your team see the issues!" His answer: we do not send a tech until we know what parts need replaced, we do not have a tech system that repairs the towers anymore, only the laptops and notebooks. Read your warranty! You either continue to take the steps I outline or your warranty is no good! Finally, I explained I have medical issues, currently my lack of use for both arms, etc. and it is hard for me to do a lot of what he wants. He basically said read the warranty. You either do it or you get no support to fix the computer.

How many times does a person have to go through the steps and issues without success before Dell support actually does more than talk on a telephone? Do they figure they can keep giving me the run around for the next year until my warranty expires? I am willing to even give my phone number to someone in corporate to talk with to resolve the issue as the tech service (I paid extra for north America service) seems to lack the ability to actually fix the problem!
     
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Posted by Weedwhacked on 2013-07-28:
It sounds like the power supply needs to be replaced.
Posted by John Nicholson on 2013-07-28:
It could be the power supply not being large enough to handle the load---you alluded to the fact that you play games in it. This is a common mistake people make when buying a computer with too small of a power supply.

Or, you could have a driver issue. Make sure your drivers are up to date.

In your situation, with limited use of arms, I suggest you get someone to help you who is computer literate and able to check out the various possibilities. You indeed could have a virus/malware or any number of other things. I would download and run malwarebytes at:

malwarebytes.org

This nifty, free program is great and if you have an infection(s) it will find and allow you to get rid of them. This is a program you need on your machine in any case, always.

Not knowing where you are located or your computer literacy or how you use the machines, etc. it is really difficult to either blame Dell or to help you. Someone with more computer literacy than you needs to take a good look at the machine and then go from there. Good luck.
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