Dell Computer Corporation Consumer Reviews - Page 3

I just stumbled onto this site while googling for info relevant to my Dell pc, ironically, since I needed the info to make sure the tech support I was talking to had their facts correct while working out yet *another* problem. And what do I find? Wow. You all inspired me to vent. It can't be helped now. I bought the computer in question about 1.5 yrs ago, and was not very current with the "tech beat" at the time, and I guess I missed the memo when Dell went from an excellent company to complete crap. 3 onsite visits, 2 fans, 2 motherboards, a power supply, a hard drive, and a stick of ram later, I get the point.

I still look longingly at my old dual p3 800mhz Dell that worked flawlessly for... well it still works, it just got too outdated for my needs. What happened Dell? To Dell's credit - after going through the motions of talking to "tech support" and letting them read their scripts, I inevitably managed to get them to schedule a tech to come replace the necessary part(s) on each occasion. Also, the 2 motherboards were not broken up front, but were being fried by a failing power supply (very difficult to diagnose, trust me), which was finally fixed. Also, the stick (1gig) of RAM was a casualty of war - somehow the tech killed it while replacing the hard disk.

Don't ask me how, he seemed a capable enough guy - always called the next working day, not 10 days later... worked fast and efficiently despite hardly speaking a word of English (Ukrainian maybe?) but I've had similar mishaps in my career, and nobody's perfect. OK, so in reality, I got a bad power supply (failed after ~1 yr) and a cheap hard drive that failed.

So not as bad as it sounded, but frankly, I expect better brand name parts than what I found inside (I got Samsung, not Kingston RAM. Maxtor, not Seagate hard drive, etc. - though I noticed the replacement drive was Seagate, maybe they're learning) on a $3500 system, especially when I could swear, albeit a long time ago, they listed the good brand names on the website when I was customizing it... With that out of my system - to Dell's DIScredit.

I used to work for a company that handled outsourced phone support for a ton of companies - AT&T Worldnet, AOL, Compuserve, UPS, and a handful of airlines, and unsolved mysteries phone-in tips, just to name a few. I was a floor supervisor and it disgusted me daily the way the system worked. The scripted crap, the lies (never say the network is done, it's being "upgraded") and knowing that, being completely separate from the actual company (and not allowed to admit such), there wasn't a thing I could do to help people unless it was a problem on their end - and even then, minimally.

BUT - we were located in the same country as the people using the services we supported and we ALL spoke ENGLISH, and most of the phone reps really did *try* to help and/or be kind and understanding, knowing the service we supported was... unstable on a good day. It wasn't the reps' fault, it was a job - we all got to eat. People screamed at me daily when a rep would send up a flare for "they want a manager/supervisor."

I never hung up on them, insulted them, berated them, or left them on hold for years, and tried real hard to talk around the subject rather than lie like I was supposed to. (And no, I'm not telling you what company this was for, nor what service we were supporting). I didn't last long in tech support, even as a supervisor. Stupid morals and stuff. I got moved to corporate, so I supported the company I worked for. My soul was put to rest. At least I could fix things, and if not, it was my own fault. SOOO... anyway, New Dell Computer runs happily along.

One day, we (me and my significant other who actually uses the machine in question) wake to find the dreaded blue screen. Reboot, bad/missing file trying to start Windows. Check this and that... determine disk has bad sectors that have crept into the Windows critical file area. (Did I mention I was a bench tech and fixed PC's previous to above mentioned tech support? OK, I'm a little out of date, but a disk is a disk. This isn't rocket science.)

But really, and I know this from experience, if you tell the person on the phone you know what you're doing, it instantly translates (I don't care what language they speak) to "I'm an idiot end user that's just going to make this call more difficult by thinking I know far more than I really do," and yes, that is often the case - those people were *quite* adamant that it *was* a cup holder, and "why didn't the internet come installed on my computer?" and "I ordered a 486 Pentium damn you!" - it really makes it difficult when you DO know what you're doing. *sigh*

When a disk goes bad, it can go *CLANK* (or a number of other unpleasant noises), or it can slowly deteriorate over time, which can take awhile when you're talking well over a hundred gigs. I've seen it many, many times, ever since it happened on my first, beloved, 20MB (yes M not G) drive. I call tech support to get it replaced, via my shiny warranty. I tell the tech what the problem is (note, tell, not ask). He says it's software configuration. Windows "randomly marks sectors as bad sometimes and causes this" he says in extremely broken English.

He has me go through a slew of steps; removing and reinserting the bios battery (nearly impossible due to its placement among other parts). Using a jumper to short the bios and cause it to reset. Reseating the RAM and graphics(?!) card. Then boot to the utility partition, and reinstall Windows. Voila! The computer is up and running, and he is proud to have shown me how ignorant I am. I tell him "Thanks, we'll call back when it happens again", which it will, in due time. Time passes... Wake up one morning (this computer ONLY dies during the night - or day if I stay up all night, I swear!) and the screen doesn't come on when the mouse is moved.

Finally the screen produces "no input device." This means nothing is come out through the graphics card. This is bad. Again, I go through my personal troubleshooting system and determine that the motherboard and/or processor is dead. I call tech support. I tell them the problem, which is this time backed up by the diagnostic lights on the back of the computer, and the fact that the cpu fan isn't working. Again, I'm to open the case, reseat the ram and graphics card, and I flat out refused to take out the battery again stating that whatever their screen said it WASN'T causing a problem and the last cuts were still healing.

OK, so I was right and wrong. The motherboard WAS dead, I just didn't realize that it wasn't suicide, but murder by a 3rd party. Either way, after much to-do, I was granted my on-site tech with a new motherboard. Hurray! A few weeks later, the exact scenario happens again. Wake up, dead machine. Laugh, cry, and scream all at once. Call tech support. Same problem. Explain to foreigner what a "no lemon law" is, he doesn't get it. We finally get somebody to get a manager to authorize that if it happens again, we get a new machine. Tech guy comes, and brings new power supply, and new motherboard.

I'm still not sure who or how they figured it out, the guy on the phone hadn't let on if he had... but whatever, if it works, I'll be happy. OK, so yay! It's working again - the only caveat being that after attaching and detaching the monitor cable a few times, the vga to digital adapter literally just fell apart, so I have to give the male MY 21" Sony flat panel for his 19", since my graphics card has a vga port, and his didn't. I suggested swapping cards, but he didn't buy it. Time passes... it's the male's birthday. He wakes up (don't ask why) at 30 min past midnight. It's JUST turned his birthday. He turns on the monitor. Blue screen. He nearly starts to cry.

I, being just about to go to sleep, realize I've just had a change of plans. (He does not "do" computers, he just uses them.) Reboot. Missing Windows file. Boot to Dell utility thing, run hard drive diagnostics, get error code 7. Google for info on my (working) computer (which isn't a Dell), truckloads of posts on message boards and such about it. Always a bad disk, support always ended up having to replace. Surprise surprise. I call tech support. I TELL them the problem, and tell them to read the notes that I KNOW they're supposed to keep for each customer ticket/problem, and explain that I'm more than a tad annoyed.

I (he) will be yet again without his computer when I explicitly said this was going to happen. The only thing they hate more than an irate know-it-all is an irate female telling them they're wrong. Only men use computers, duh. In broken English we wade through the problem. He makes me run the disk diagnostics - again. I tell him the error - again. He runs some other diagnostic thing Dell had hidden somewhere on the disk, it fails when it gets to the cd drive, so the test stops prematurely.

He says it'd have said there was a problem, "disk is checked before cd drive." "Don't these programs usually report a summary of errors when they COMPLETE?" I ask ever so innocently... He mumbles some irritated sounding gibberish and starts in about how we're going to reinstall Windows, then check the disk, "and disk will be fine. This is software configuration error, disk is fine. We reinstall Windows and you see when we run test." Can't we just fix the installation? You get that option on the Windows install. No.. Windows is installed on special partition.

No fix, only reinstall. (Thank you Microsoft for deciding customers no longer needed real Windows installation disks anymore, and "system restore" disks would cure your piracy problems!) So I reinstall, losing all hope of recovering the non-corrupt data from the disk. Why? Because I can't afford new parts for this system and if I go through their "troubleshooting" I don't get the tech and replacement part that I paid for via that god-send of a warranty. (What if I hadn't bought it? I usually never do. Why would I? Dells are [were] reliable that I knew. Woman's intuition. Must be.)

OK so Windows reinstalls, his tone changes to something resembling gloating, even through the accent. OK, now we run hard disk diagnostics again. I do. Fail - error code 7. You can hear his ego fall through the chair and *splat* on the floor. He will not be defeated! We go back to Dell's util partition and run a custom test and tell it to check the disk sector by sector. Lo and behold, at 20% I get an error. Then another. Then another. Wow, bad sectors abound! Read failures! No additional sense data! He grunts and puts me on hold. I realize he's only gone to so much trouble to diagnose the problem because he was determined to prove me wrong.

I believe this is where they hang up on most people. He comes back, creates the order for the on-site tech and admits defeat. We will get a new hard disk, but they won't install Windows. They only do that in the first few months. "But this disk WAS defective then, you just didn't believe me." No go. Just a blank disk. And some restore cds. We argue, he digs in his heels, finally we give up. Fine. A disk. A working disk is good. Don't give up on me now, dear reader, this is where it gets good. Next morning the on-site guy calls. We get the same one every time.

I guess people around here don't have many Dell problems, because he's always here in 24-48 hrs, and he seems to be the only tech. My boyfriend just says his name and the guy says he'll be right over, he knows the directions by heart by now. He replaces the disk, closes the box, and is gone in 10 mins or less. We plug in the computer preparing for the grueling installation of Windows, drivers, updates, and a crapload of personal software. But hark? I know that sound, those beeps. Bios error codes. No. Hard drives don't cause beeps. A system will boot fine with no hard drive, it's not a critical error. Something ELSE is wrong.

You all know what happened if you've been paying attention so far. I look up bios codes on the net, on Dell's website, in the computer's owner's manual. I look at the lights on the back and compare. Yes. They all agree. I reseat the RAM, and even the graphics card, just so I don't have to give them the joy of hearing my pain during the inevitable call. I take out chip #2. No beeps. I remove chip #1 and put #2 in #1's slot. Beeps. Again, not rocket science. I put #1 back into #1's slot and proceed to start the install-fest 1 gig short. The male calls tech support. He explains what happened.

They go back and forth, and armed with the beep/no beep pure simple logic, he is able to dupe them into actually admitting we seem to have a dead RAM stick without going through 3 hrs of "troubleshooting." OK, but customer care needs to handle this. "I'll transfer you." *click*... "If you'd like to make a call, please hang up and..." He calls back, and gets another "tech." He re-explains the issue, then looks over at my vexed expression and his computer - which is not installing Windows - and starts to say something about it and ... *click* this time the guy just hung up. No hold, No transfer.

Truly, I'm fighting with the computer. I won't go into details (this is long enough eh?) but suffice it to say, the thing was being purely possessed. By now we have a 3rd guy on the line, and he's been filled in, he says to give me the phone and he'll "walk me through installing windows." He tells me to turn off the computer. I do. Then turn on and hit f2. I do, and am back at the bios screen I was looking at when handed the phone... he asks me if I can locate the arrow keys on my keyboard. "Would I know what a bios screen was if I didn't know what ** arrow keys are?!" I held my tongue. I just thought that. Really loud.

He goes through the most obvious steps that I've already done at least 5 times each. He relents, mumbles, I give the phone back, and my dear beloved actually gets successfully transferred to customer care.. who quickly inform him that tech support needs to handle this. OK. He asks for a manager. The customer care lady tries to convince him otherwise, and that he should talk to tech support. Because of his refusal, she asserts that she can't help him if he refuses to try to troubleshoot the issue with tech support. His eyes turned crimson and fire licked out from his nostrils. In moments she was apologizing and said she would get a manager.

He waited on hold for over 30 mins. The music wasn't even that good. Finally, an answer. "Wait a minute, are you a manager? This is TECH SUPPORT?" He demands again to speak to a manager. He's transferred back to customer care where he informs them of this latest transaction and says He. Will. Speak. To. A. Manager. NOW. Eventually, somebody comes on the line. He starts to go through the re-explaining and stops... the man says all the calls are recorded and archived as part of your account history and he's just listened to them, hence the 2nd long hold time.

Please, don't explain, he's already writing up the paperwork to have a new machine sent out to us right away! Refurbished? No, brand new. Promise? Yes. With ALL the upgrades I ordered that came with this one? "Yes, I have the original order details right here." Says it'll be 7-10 days to assemble the new machine. This sounds promising as it indicates a real, new machine. We'll get a box, we put the old machine back in, flip on the airbill, and at no cost our lemon is gone and replaced. So far, I don't see any activity denoting this on the "my account" page on Dell's website. I was happy till I started reading this site, now I'm seriously worried. It sounded genuine.

Will the new machine come? Will it WORK? To be continued... Seriously folks. This isn't a problem with Dell being a crappy company. I mean, it is, but it's just a symptom of a much greater one. I'm a highly trained, experienced professional in the IT industry. I've been more unemployed than not since the tech crash. I've watched friends lose jobs as call centers closed as they were outsourced to India and others. I've seen much more than tech support outsourced.

They send out contracts to have software written - the quality of which has never disappointed my expectations - complete crap that somebody usually has to put in extra hours to fix, or just re-write, on salary with no overtime. WHY are we paying people in another country to NOT do what we're paying them to do at the expense of our own economy and workforce? Can anybody please explain? Sure, they're cheap - but when it comes down to time, misordered parts, hell - the long distance charges for the 100s of hours we sit on the phone with them overseas! Can it *really* be cost effective?

Even if it is, is it SO much that it's worth *THE* #1 rated computer company only a few years ago is now the #1 complained about computer company?! I am a geek, not an economist. Somebody explain this to me, please. Then tell me how the economy is looking up, only half the large companies had lay offs this year as last! And the government sees no reason to stem the influx of foreign workers - never mind the outflux of jobs. I don't get it. I'm done. Thank you if you read all that. It doesn't work to vent unless somebody hears you, or I'd write a letter to Dell Corp.

I'm a Computer Science professor at a large Midwestern university. I have been recommending Dell computers to my students for years. In fact, I own two Dell laptops and a Dell desktop, and I recommended the Dell computer that my daughter bought last year. I would like to start this letter from a quote of the first sentence of your “About Dell” web page: “Dell listens to customers…” Right.

My experiences with Dell service in the last three years have finally put me over the edge, and I now actively recommend that my friends, my family, and my students avoid Dell. Your service people don't understand vernacular English (one of your techs insisted that I should "boot" from a blank floppy disk, for example). They are compelled to follow a script that often has nothing whatsoever to with the problem at hand, akin to my physician recommending a brain scan if I were complaining of an ingrown toenail.

Then there was your inability or unwillingness to sell me a replacement fan and power supply when mine died. It's not that the part wasn't available; when you wouldn't supply it, I found it out on the web. You should have helped me keep that computer going, rather than just cavalierly assuming that I should replace a computer that was adequate for my purposes.

And another thing... your failure to support the software that is factory-installed on your new computers is huge mistake. Now, I understand how you might not want to support the software a year down the road. But when factory-installed Norton products (unrequested, by the way) were wrecking havoc with all of the software on my daughter's new computer, all within a month of purchase, you should have been responsible for resolving the issue. I did finally diagnose the problem (after investing many hours of time) and remove Norton, and now all is well.

But a customer without my computer experience would have had a dickens of a time stabilizing that computer. Even your hardware is less reliable these days. I've replaced the video card in a five-year-old desktop three times. Each time, I chose a top-of-the-line video card. Each time the card failed in a little over a year. I bought different brands each time, so we can't blame a particular brand of card. The only thing those video cards had in common was the Dell computer in which they were installed. That leads me to believe there are some electrical issues in the computer itself.

In my dealings with Dell over the last three years or so, I have almost never gotten an effective diagnosis, much less resolution, to any of my problems. Instead, I've replaced parts such as under-warranty network cards and video cards at my own expense, because it was easier than spending ineffectual hours on the phone with your tech support folks.

You want to know why your company is struggling? Because your service stinks and your hardware seems to be heading that direction as well. Your reputation has suffered mightily over the last couple of years. Forget servers and AMD chips and all of the other tactics you've been pursuing. Deliver a great product at a reasonable price, with acceptable service, and you'd do fine. Just like you did fine just a few short years ago. All I can say is that I'm glad I didn't buy your stock a few years ago, when I was considering it.

SAN DIEGO, CALIFORNIA -- I purchased a Dell Inspirion e1705 less than a month ago. In large part the decision to make my first Dell computer purchase was based on Dell's reputation of having high quality products and a good customer support department. Based on a recent technical problem with my computer, however, I have virtually no faith in either Dell's product quality or the premise that when technical problems do arise Dell's customer support staff has either the technical know how or desire to work out an effective solution for their customer.

As difficult as it soon may seem to believe, none of details in this report have been exaggerated in any way (I hope I wrote the names and ID number down correctly). Therefore, if you are in the market for a new computer, and Dell is on your short list of options, I strongly recommend being cautious in believing in Dell's claim to a 'persistent focus on delivering the best possible customer service'. Read below and learn from my hardship. As I stated above, I purchased a Dell Inspirion e1705 less than a month ago along with a 1 yr In-Home Extended Warranty. Dell's claim on this computer was that it is a great all-around computer.

I was even told by the Dell manager I worked with (**) that the e1705 was a very strong gaming computer (although I was disappointed to find out later it did not have guts strong enough to play Call of Duty II, one of the most popular PC games in the market today). Of course I was also surprised to find out that he did not know what multi-monitor workspace (extending the computer to two monitors concurrently) was and had to ask someone to verify the e1705 has this capability (it does).

Lastly, ** sold me on an in-home warranty program. His claim was that it was very worthwhile since it meant that if repairs were necessary within the warranty period I would not need to mail my computer in to their service department and that my repairs would be done by a certified service technician. Two days ago I wanted to take my laptop into my living room to work. I unplugging my computer and after moving I opened the computer to see the message, 'Preparing to Standby'. The computer froze on this screen for about 10 minutes before I finally powdered down the computer. Immediately after I powered the computer back up.

During boot up a text error message appeared. The message read 'c:\windows\system32\config\system'. I am by no means a highly knowledgeable computer user and after a few attempts at rebooting only to find the same error, this error seemed both unfamiliar and serious. Since it was after 10 pm I decided to call the service department. My first interaction with a Dell CSR - Time: 10:30, Service Rep Name: **, Service Rep Number: **, Service Rep Location: Calcutta.

Result: I was on the phone with this CSR for over two hours. For the first 45 minutes he tried to diagnose the problem. During our interaction, however, there would be periods of 5-10 minutes when he did not speak, requiring me to ask if he was still there. Although I am confident that he was trying to find a solution, the fact remains that during those times I did not know if he was still on the phone or if we had become disconnected. Although his demeanor was pleasant when we did talk, I did not get the sense that was particularly strong at his job or that he was interested in finding a solution.

After trying about three methods to solve the problem, he told me that my hard drive was corrupt and that Dell would send me a new one that I would need to install. At this point I was not only angry that my three-week old computer was seemingly broken and that it looked like I would lose all of my files, but that I would need to install the new hard drive. Even if ** was correct that the hard drive replacement was simple to do, I felt cheated since I had an in-home service technician warranty, the operative words being "in-home" and "service technician". At this point I asked to be given to a manager. The time was 11:30.

Although ** tried to tell me none were available I told him I would wait as long as necessary to speak to a manager. After about 25 minutes, I finally spoke to a manager. My second interaction with a Dell CSR - Time: 12:10, Service Rep Name: **, Service Rep Number: ** Service, Rep Location: Calcutta.

Result: The manager also had a generally pleasant demeanor. He also tried a few different solutions. ** seemed much more well-informed, but his proposed solutions also came up short. In fact, at around 1:45 am he had me try a new solution that required a computer check that took about 45 minutes. He said that he would call back at this time even though I asked to remain on the line, he insisted that they call back (certainly to save money, a point that I will bring up later). Oddly, I was pleased that at around 2:30 he did call back.

The news was not good. He claimed that based on the error and the result to the diagnostic check, my computer was broken, my files were lost and he also said that he could have a hard drive sent out to me for me to replace on my own. After considerable complaint by me he tried one last check. Although this last check seemed simple (I forget what it was) he said that now he thought it was a software problem and that for a fee I could be helped by the software support department. I wondered at the time how he was now so confident and if he was just giving me the run around.

At my request ** said that he would send a hard drive to my home so that if software department failed to solve my problem I make my fix as quickly as possible (I can only assume the hard drive is on its way). Once again I was not happy, but being that this is a new computer and that there may have been a glimmer of hope in getting my work back I decided to accept the transfer and fee (and that the fee was guaranteed if they did not fix the problem it would be reimbursed). Third Interaction with a Dell CSR - Time: 3:15 am, Service Rep Name: **,
Service Rep Number: ** Service Rep Location: The Philippines.

Result: This was by far my shortest conversation, partially because by this time I had been on the phone for five hours and partially because I had come to accept the computer that held the files that I used to run my two business was shot. ** tried a few diagnostic fixes. None worked. I saw the same exact error message I had seen all night. She then said, definitively, that it was a hardware problem and that she could send me to the hardware department. I said no, that I had already worked with them for over four hours with no success.

She said that she was sorry and that if a rep did not call in four to five days to process my refund for the service contract ($250 by the way) I should call in. I was dumbfounded. Not only did I get the hardware department telling me it was definitely the software and the software department telling me it was the hardware, but I was left with an in-home service agreement that forces me to tinker with the guts of a laptop (I've never even seen the inside of a laptop) for a three-week old computer that was supposed to be 'a great reliable computer' and as a blow, I needed to call back to ensure my refund was done appropriately.

To say the least I was angry, disenchanted with Dell, and completely regretting I did not buy a different product. The Kicker - Time 9:00 am, Service Rep Name: **, Service Rep Number: My Social Security Number
Service Rep Location: Southern California and the Internet Result: I had little hope left and I was still reeling that my computer was busted and that I was without a computer for three days, not counting the time it would take to get recover old files from my old computer, set up my programs, business network... I decided for as little hope as there seemed to be I would check the Internet myself for a solution. I went to a library with my laptop in hand.

Doing a general google search on the term 'c:\windows\system32\config\system' (the error message I had seen so often the night before) I found many, many hits. I opened up a few recommended solutions. Within the first two pages I found a solution that, while somewhat complex, worked. My computer booted up and I was able to quickly save all of my files on disk. I swear on all that is good, what three Dell service technicians could not fix in five hours and they claimed was a problem that would certainly result in the loss of my files I was able to find a solution that at least for the time being got me back to my files.

I have no idea if my computer is fully functional. As I said, I have fairly basic computer skills. So far I have not seen any glitches, yet I feel very suspicious that the underlying problem that caused this error in the first place is still lurking. Who knows when this time bomb will go off again. When it or something else does go wrong, and I feel safe in saying it probably will one day, I have little to no confidence it will be recoverable and I will lose precious work. In the end I feel cheated. My In-Home service warranty for which I paid extra money requires me to do the service myself (as opposed to the promised service technician).

My great all-around computer that could play PC games as well as support my two home businesses is not strong enough to play one of the most popular games on the market nor make it to its one month-old birthday without a significant error. I have a ticking time bomb of a platform and I have no idea when it will go off again.
When I called the service department I felt that everyone had only a partial interest in solving the problem.

Although everyone was kind and personable, none seemed terribly knowledgeable. This assumption is somewhat supported by the fact that I eventually found the solutions off the web on page one of the google search using the exact language of the error. Allowing myself a moment of informed speculation (I managed analysis for Capital One'€™s operations including call centers).

I sense Dell knew it would be less expensive for them to send me a part and make me responsible for fixing this problem than work with me to really find a solution and bear the phone/CSR costs (even though doing so would result in me losing my data and use of my computer for many days). And although small, my backspace button squeaks. Petty until you need to write a complaint letter on planet feedback and hit it a few hundred times.
So my final word to Dell. I am a highly educated (MBA from Berkeley) 33-year old male.

I don't know the exact number, but if I had to wager a guess I would say that I will make dozens of computer purchases in my life, whether they be for personal use, family use or for by businesses. I have many friends who will be told this experience and I will continue to tell as many people as possible until I feel the experience has been remedied. I granted you an opportunity to show me the quality of your product, to make me a loyal Dell customer. So far you have fallen well short. However, you still have the opportunity make right, but at this point in time you need to do go above and beyond a simple fix to restore the faith I once had in your company. Regards.

HYATTSVILLE, MARYLAND -- Dell Computers officially has the worst customer service I have ever experienced! And the irony is the biggest reason I chose to purchase a Dell computer was because of their reputation for having outstanding customer service. In January of last year I purchased a Dell Dimension 8400 valued at over $3,000. I only paid about $2,300 after rebates. I was initially happy with the system. Then after a while problems started to happen. I called Dell for numerous problems that I won't go into detail about on here because it will stray from this topic.

I called Dell MANY, MANY times since I've gotten the system. I am far from a racist but something is very fishy with Dell. They seem to hire nothing but foreigner who barely speak a lick of English and haven't the slightest clue what they are talking about. Their words are so scripted that it would be plainly obvious to even the most challenged person that they are simply divulging answers from a manual sitting in front of them.

Every time I call Dell about a problem (that I spell out in detail by the way) I am always given a resolution to a completely different problem. Earlier this week I contacted Dell online and told them that my computer was malfunctioning in some area that it caused my Verizon DSL to constantly and uncommandedly force me to completely close-out of the program.

This always happens with my photo editing programs as well. Imagine my disdain when after already wasting well over 20-minutes with this person, the cust. svc. rep. provided me with a link to some sort of 3rd rate anti-virus free trial software! I asked "what the ** did that have to do with my issue at hand?" I have Norton Anti-Virus, the #1 anti-virus program on the market. Why was she giving me a link to this when I was telling her my computer had some sort of software glitch?

The last 10 times that I have contact Dell I have ended the chat session without a resolution, except for when I had to call them to get my $50 rebate for renewing my Tech Support warranty because Dell claimed they never got the rebate submittal! I demanded that they pay me my $50 which they did and they also gave me a $30 courtesy credit.

Other than that, Dell's customer service is non-existent. I have given up completely on trying to contact Dell via telephone. Other than the fact that you have to go through a million different menu options just to get routed to the right people (which is nearly impossible because the phone system is NOT user-friendly), its taken me over an hour on many occasions just to troubleshoot with a tech only to have my situation unresolved.

When I chat online or on the phone, after going through all the B.S. just to talk to someone, I always end up having to be redirected to another Dell division because Dell claims that since I own a Media Center PC, I can only talk to special Media Center technicians.

Every time I have an issue or conflict with my computer, after spending over $300 in warranties over the last year and three months, Dell always tells me I have a software problem and transfer me to some service that I have to PAY FOR to so much as even get advice on the issue. So let me get this straight Dell. I already paid $300+ for this warranty that's supposed to cover most issues that may arise, and now you expect me to pay up to $100 a call in additional money for tech support that should be included? Never again, never again.

My advice, contact the Better Business Bureau. Its the only way to get through to Dell. I contacted the BBB twice. I am actually dealing with Dell's corporate division now after a complaint I had to file a few weeks ago because I wasn't getting anywhere via phone or online chat. If you contact the BBB, there is a good chance you'll actually be able to talk to an English-speaking American who knows what they are talking about and is knowledgeable and isn't reading bogus solutions to you from a standardized manual. I will never buy another Dell product again!

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 sticks were defective, that AOL Online 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 tried 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 talking 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 because 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 **, told me he read email every 15 minutes and told me to use a particular phrase (** 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 ** 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 sclerosis, 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.

OLD HICKORY, TENNESSEE -- I ordered an Inspiron 6000 back in late July 2005. As part of my order, I upgraded the screen on the laptop to a 15.4 inch WXGA LCD Panel (this is supposedly a clearer screen for laptop on screen presentations). Unfortunately, within a few weeks, I began a very long, long meandering journey through the torrential HELL that Dell calls "Tech Support" based in India, Malysia, and other countries where the nationals speak broken English and adopt American names.

My ride began with a different problem than the ones commented about on this blog. However, during that very first conversation, I asked why my "upgraded" screen was "pixilated" -- the words and many graphics/photos appeared distorted and unreadable. When I mentioned this to the rep, I was told, "Well, that's just how that screen is." Unfortunately, 8 1/2 months later, it is STILL NOT repaired. From that initial phone call, reps have argued with me, refused to give me information, refused to pass me on to their supervisors, etc. It was all I could do to stay on hold for the hours and hours that I have had to wait for someone - anyone - to answer my calls.

To make this very LONG story brief, I continued to call about the screen. One rep took me through a troubleshooting process, and found no problems there. He transferred me to software support where I was expected to pay several hundred dollars for the help they provided. I was NOT about to pay for tech support for something that was internal. I called back again, waited more and more, hung up, called back again, waited longer - the process was repeated over and over again.

I finally got another rep who took me through the exact same troubleshooting procedure that I'd already gone through. He did finally admit that I needed to have something changed out. They sent someone within 48 hours, but the "repair" never changed the screen at all. I called back, and the rep wanted to go through the same troubleshooting exercise again. I refused. I called back again - same thing.

Finally, after waiting on hold over and over again, I refused to call back. I decided now that I'd send the computer back and just demand either a replacement OR a refund. The lid is now loose, the CD drive doesn't always open, the finish is coming off of the keys; when I "chat" online, the pop-up blocker warning appears (even when the pop-up blocker is OFF), etc., etc. More and more of the same.

I really wanted a Latitude, but was told by the initial rep I talked with that I could not get one because they were built for networking systems. I loved my Latitude at my last job, and had nothing but positive experiences with it. But, because I wanted it for "individual" use, they pushed me to buy an Inspiron 6000.

The service was and still is, crummy. The wait times are sheer torture. The reps cannot speak English very well, and they refuse to answer the questions they are asked. I finally met an employee here in town that is a manager in this area. But even he could not get me to an English-speaking rep. He says I have to call them back to get another service call, then MAYBE something else could be done IF the service techs they sent out were unable to repair the problems. He is NOW telling me it's a possible VIRUS or keyboard problem. Whatever it is, I need the computer repaired.

I am at the point where I plan on packing up the Inspiron, sending it back, and HOPING that they will respond positively. I spent over $1600 on this computer and feel very cheated by this system and the poor service that Dell supplies. After numerous contacts with Dell, I WOULD NOT EVER BUY THING from them. It is totally AWFUL. My next purchase will be a Sony VAIO computer - with AMERICAN tech support based in Florida.

KALAMAZOO, MICHIGAN -- Dell sold me a defective computer with multiple problems. They keep claiming they will make it right, but then they somehow forget to. Summer 2005 - I called Dell technical support, the phone for which is very hard to find (it's not even listed on their website under “support”) about an issue on July 12th, 2005. First off, the automated system asked me a question that required a verbal “yes” or “no” response. I said “no” clearly. The phone system said again for me to say “yes” or “no.” The third time it asked, I yelled “no.” It said it couldn't hear me and that it would transfer me to a representative.

I was on hold for about 45 minutes. The whole time I was waiting on hold, a recording said “this is for Dimension desktop support only...” Sure enough, when a representative came on the line, he told me I would have to speak with laptop support and that he would transfer me. The next representative picked up within a minute or two. He asked me if my issue was a wireless card issue. I replied that the issue was a CD-ROM issue. So, again I was transferred. Again, the recording said I was holding for Dimension support only. I waited on hold for another period.

Then, finally, a representative said, “Thank for your calling Dell. This is **.” Then, he hung up or the line was disconnected at Dell's end. Next, I went onto Dell's chat function on their website to type to a support agent. However, it said I am not a home user and, therefore, cannot access chat. I most certainly am a home user! My complaint of this is documented with eTrack # **. Next, I called Dell again and provided my Express ID from the computer (so they know it is a laptop!). A representative came on and said that she would have to transfer me to Inspiron technical support.

As I'm on hold, again, I hear the message that I am holding for Dimension support only. Sure enough, when a representative came on, he told me he'd transfer me to the laptop department. What does it take to speak with an Inspiron laptop representative? Fall 2005 - I was receiving memory error messages constantly on my computer. I couldn't even use my scanner because of this issue. Dell sent me out new memory modules, but that didn't fix the problem. Finally, I mailed my computer to Dell and was without my computer for a while. They told me the motherboard was defective and that they would replace it. They did so and then sent it back to me.

Winter 2005/2006 - Ever since the new motherboard was put in, the power cord slips out very easily. Dell technical support mailed me out another motherboard to replace it yet again on 2-2-06. I told them to only mail it out if it was something I could replace myself and if instructions were included. Before trying to install the new motherboard, I tested it by plugging the power cord into it. It was a snug fit. So, I proceeded to take the screws out of the back of the computer so I could install the new motherboard. However, there is one screw that will not come out. Furthermore, there was a CD included with no instructions as to what I'm supposed to do with it.

No instructions were included with installing the motherboard even though Dell agreed to send them with the motherboard. I contacted **, Dell's Executive Services Technician. His rude response was, “I sadly must inform you that your case has been closed, I will not be working on your issue(s) at this time.” When I replied to just have him fax me the receipt for my computer, all he said was, “You will need to go through proper channels. Please call customer service.” I brought ** response to me to the attention of Dell executives.

Lynn Antipas Tyson, Dell's Vice President Investor Relations and Global Corporate Communications, responded to me saying, “Your inquiry was not handled correctly or respectfully [by **]. The customer care team will be contacting you today. Please let me know if things are not resolved to your satisfaction.” Soon after I received Lynn's response, I received a phone call from **, a Dell Executive Support representative. She said my only option is to mail the computer back.

I replied that I had already done that regarding a motherboard issue previously and that I felt Dell should send someone out so I wouldn't have to be without my computer yet again for the same issue. This problem is a result to something Dell did — Dell replaced the motherboard that had a memory problem with a motherboard that doesn't fit the power cord properly. Why should I have to mail it back when it's Dell's fault? **, still not taking responsibility for Dell's mistake with this motherboard problem, said the only thing that could be done is to have me mail the computer back for repair.

** had the audacity to suggest that I could upgrade my warranty so they could send someone out! I shouldn't have to pay more… I should be receiving a major discount! I told her I wanted to file a complaint then about this issue, but she refused to accept the complaint. Later in the day, ** called me again and agreed to just send me another unit. She said Dell will be sending me a refurbished unit (even though I paid for a new unit). She said my warranty called for a refurbished unit. Again, this is Dell's problem…not mine. So, it should not be a refurbished unit.

On 2-4-06, Dell told me via e-mail that they would e-mail me a copy of my sales receipt within two days as I had requested. It never arrived. On 2-3-06, **, an executive support representative, told me Dell would just send out another computer to do a system exchange. I e-mailed ** on 2-13-06 to get tracking information, but she never replied.On 2-7-06, ** sent me an e-mail to resolve the issue once and for all. She told me to call her. I called her NUMEROUS times a day for the next four days, but she never answered the phone. So, I e-mailed her on 2-13-06, but received no response.

On 2-15-06, ** agreed to send out a new computer instead of a refurbished one as ** had stated. ** told me they would send me a new computer with each component being the same or better than what was in my previous system. However, on my original computer, I paid extra for a faster hard drive (7200 rpm). The new computer arrived with a slower hard drive (5400 rpm).

On 2/21/06, ** e-mailed me saying: “Please do not refuse delivery. I am happy to talk to you about the order, but I have checked with my tech and he assured me that unless you are sitting at your computer with and stop watch, you will not see the difference. Again, I am happy to talk to you over the phone because I think you are going to be very happy with the computer we sent. If not, the process will start over with a new system order and I cannot promise the current upgrades that we sent in this system.”

This response is unacceptable. Dell did not hold up their end of the bargain and then threatened to take away a couple of the small upgrades they did on the new system. On 2-22-06, ** said they would have the correct hard drive sent out with overnight delivery on the 22nd or 23rd. This did not happen.

NORCROSS, GEORGIA -- I realize that there is an extremely small chance of a letter ever reaching your desk, and I guess that is the reason I have never written a letter of 'issue' or 'complaint' to a company. I have little faith that it will ever make a difference.

However, I am so extremely disappointed at the moment, and I feel I must do 'something' for my own peace of mind. I am a single mom raising 2 kids, alone. I have 4 desktop computers ("hand me downs" from friends). I have been able to fix almost every single problem that has ever occurred with all my desktops. I have replaced fans... installed hardware... set up a complete wireless networking system etc. (I understand this may not be impressive to you, but I have had no computer classes or nor have I ever been taught anything.)

Six months ago I made the decision to purchase a laptop. I was looking for small... convenient and inexpensive. This would just be a luxury for me to check email and have a few files on hand for when I go somewhere. I did a lot of research... and talked to several friends. My brother has 2 HP's and loves them but he started having problems with one of them. (It was TWO years old.) I wanted a more 'reliable' laptop. LONG story short I decided on DELL.

I purchased the Dell 1000 (service tag # 8MFXZ51) on Feb. 19. It has been less than six months and a few days ago I started having problems with the power cord. The connection became 'loose'... I would jiggle the adapter/prong and it would be OK.

Last night, it completely turned off and the 'jiggle' would not work anymore. I purchased a new power cord... and it did not work. I spent all morning on the phone with technical support and on the computer (MY HP) trying to figure out what to do. I find out that my warranty ran out after 3 months... I was told that the 'mother board' needs to be replaced and that it would cost $349.00. I am in total and complete shock. There is NO WAY (even IF I HAD the money) that I would invest that much more money in a computer that I do not believe in.

I have not even had the laptop for 6 months. I was using the laptop to create scrapbooks for my son's baseball team. I had scanned over 300 pictures that the parents had got together for me... and I was supposed to have everything ready by Thursday. Needless to say, I never expected this situation to happen, and I am not ONLY out of a computer but I have lost 3 weeks of work and will not be able to have the scrapbooks in time for our party.

The saddest part of this whole situation is... I DO NOT THINK IT IS THE MOTHER BOARD. The back connection is loose. It is the CONNECTION that will not let the power get to the computer and CHARGE the battery!!! I tried to explain this to the DELL technicians... and they proceeded to tell me that. They were 'not authorized' to tell me it is the 'connection' and that they can give me a deal of $299.00 to repair the MOTHERBOARD.

I just do NOT understand this. I have been reading all the comments on the Dell website community boards and it appears that this is a HUGE problem and I am not the only person to ever complain. I know that my situation is no less/more important than anyone else, but I can't remember... EVER being this disappointed in a product that I have purchased. And for the service/help I have received. I will never EVER purchase another Dell and although, I have never been a 'trouble maker' or CRUSADER. I will be sure that anyone ever needing a computer, and asking my advice... will NOT be advised to buy a DELL.

FLORIDA -- If this wasn't happening firsthand to me I wouldn't believe it... June 16, 2000 we moved from Michigan to Florida. For over two years I have been trying to get the address changed in the Dell Financial computers. I personally have had to put reminders in outlook to call Dell for our invoices for over two years. On Nov 3 - I started off calling Dell Customer Service, I spoke with ** to ask for an invoice for a computer we recently purchased on their "60 Days Same As Cash" offer. ** informed me that he is Dell Customer Service, not Dell Financial. The two are totally different companies.

I informed him that for over 2 1/2 years I have been asking that our billing address get changed in the Dell computers because we aren't getting our invoices and I'm having to call and ask for them. ** transferred my call to Dell Financial and stayed on the line to assist if needed. We were connected to a Dell Financial Employee named **, employee #**, who couldn't figure out why our invoices were being sent to Michigan. She transferred the call to her supervisor, ** employee #**, who tells me our account is up-to-date and sends me an invoice dated October 2, 2004 for computer ** (it had been sent to Michigan - AGAIN)!

I (with Dell Customer Service representative ** still on the line) continue to try to find the magical person at Dell or Dell Financial who could finally change our address once and for all to Florida. While doing this (it took all day November 3) it comes to our attention that contract ** was not paid (invoice was sent to Michigan and I missed calling for the invoice). Dell Financial tells me that because we missed the 60 days, interest, finance charges and other assorted charges totaling $221.39 will be added to the bill.

I felt I had gone well beyond what would be expected from a customer in trying to get my address changed and my bills paid on time, I asked the charges be waived. Throughout the day we (** and myself) were passed between Corporate and Financial. We spoke with ** and **. At one point throughout the maze of people we spoke with, we were told that the first two employees, ** and ** didn't work for Dell Financial at all. When **, Dell Customer Service, asked if those people could have had access to our financial information we were told only Dell Financial employees had access to that information.

Since they were the people who sent us the invoices that morning, our point was made. Late in the afternoon we were told by ** that the invoice for ** and ** had been sent to the Florida address. When I disagreed with her she didn't change her answer until I stated I had a fax from Dell that morning with the Michigan address on it. By the end of the day it was resolved that Dell Financial would waive $200 of fees and Dell Corporate (**) agreed to paid $199 for all the grief Dell Financial put me through.

I stated I had put a check for $5,248.97 (to pay both computers in full) in the mail during lunch and then was told that the remit to address on the invoices faxed that morning was incorrect and I would need to call to confirm that the money was applied. November 3 - sent two emails to Dell financials' website and did not get a response. RE: Case ID: ** Invoice (Late/Not Received) - Acct: ** #AutoReply# **; RE: Case ID: ** Other - Acct: ** #AutoReply# **. November 18 - ** states check hasn't arrived yet. She suggested I call in my bank which verified the check has not been cashed.

I called Dell back - ** advised me not to stop payment, 15 days was not enough time to clear. She advised waiting until December 1 and call back Dell at that time if check hadn't cleared. ** confirmed that check still hadn't cleared and increased payoff date to an additional 20 days. ** advised me not to stop payment on check and to wait, the check would be posted the date Dell received it. November 23 - check cleared our bank. December 14 - I was told by ** that the check was received and that ** and ** have been paid.

I was also told that because of Dell Corporate contribution that an overpayment was due us in the amount of $83.41. All this was confirmed by **'s supervisor, **. December 22 - we received another invoice for **. ** said not to pay the invoice as our account was paid. January 3 - we received a call from ** informing us of a balance due of $8.05. I explained all the above and she said we would have a callback in two days.

January 4 - ** called wanting payment of $8.05. I explained everything to date. She once again confirmed the payment of $5,248.97, our check number ** and confirmed the $83.41 due us. She was sending a dispute sheet in for the $8.05 and said I shouldn't be bother by Dell over this any more.

January 6 - ** and then ** called. Once again I explained all to them. They confirmed that ** and ** paperwork was completed. ** said paperwork would take 30-45 days. I asked 45 days from when the paperwork was filed or from today - he couldn't give me an answer. January 10 - ** from Dell called (800) 667-9887 but did not leave an extension to be reached at.

January 11 - I called the above number, left a phone message and have not heard back. January 11 - I also received invoice ** in the amount of $81.38 for account **. January 11 - Called 1-800-667-9887 asked for **. Was given **. ** transferred me to his supervisor, **. ** states that our check for $5,248.97 was never received. I told him the check was received and cleared our bank on November 23 and this was confirmed by numerous Dell Financial Employees except him. He replied that "unless he sees it, he doesn't believe it".

I asked him for the phone number of Dell's Legal Department, that I'm through dealing with this. ** gave me the phone number of 877 577-3355 - NOT LEGAL'S NUMBER, Dell Financial's Customer Service number. ** answered. She would not give me legals' email. Advised me to go to the website. I advised her that on two previous occasions I went to the website and did not get a response. She said she's just a call center and all she could do was give me corporate address in Texas. On the upside, she did see that we paid $5,248.97 back in November.

Update: January 11 - 4:12 PM - ** called (note: she called on January 4) looking for payment. She transferred me to her supervisor ** who now says we owe $164. She says it's for account 5**. When I inform her it's not my account she puts me on hold again. When she comes back on the phone, ** states it's a "computer glitch" and that the above account isn't mine.

I am being harassed by Dell Financial. Even though this is a small business account, my personal credit is being affected by this matter. See http://www.my3cents.com/search.cgi?criteria=Dell, it appears that I am not the only person who is getting excess charges by Dell Financial because of an old address.

I cannot explain how aggravated, outraged and how sick to my stomach I am over the experiences I have had with Dell. I first purchased a computer on 8/27/04, this past summer. Around 10/26, my Dell Support Alert (which comes with the system) popped up a message to download Service Pack 2. Being a message alert from Dell, I did what I was told.

Well, that just screwed up the entire computer... I could no longer access my start up task bar, the internet, any of my pictures, nothing... not a thing! So, the phone calls started, the first call was on the 26th of October and I spent over 4 1/2 hours on the phone with Technical Support. I have a 9 month old baby, I had to spend this time on the phone past 8 pm, so I was up very late. They told me that I needed to have my operating system re-installed and that someone would call me back with the resolution. He also told me that there had been other customers with the same problem all related to downloading the Service Pack 2.

I waited, and waited for someone to call me back until two days after. I called back. After again explaining the situation to customer service, they transferred me back to Technical support. They tried to remove the Service Pack 2 from my system. That did not fix the problem. They tried to tell me that I should have never downloaded the Service Pack 2 and this is a Microsoft issue and that I need to contact them.

When I told them that I was asked to download the Service Pack 2 from the Dell Support Alerts that pop up on my screen every day, you will never believe what they told me... they said that it is possible that I downloaded something from the internet and someone was posing as Dell. He told me that Dell does not send out support alerts!!! I couldn't believe it. If that is not bad enough, he told me that I should have shut off the alerts so I didn't get them because they were not important. So, then why is that option installed on my computer?

As a new buyer, how was I supposed to know. And how can they not take responsibility for something that has their name on it? And to tell me that it does not exist... I am so outraged! Then nearly every other day, and I once waited a week to call back because I was so boiling mad, I would spend hours and hours trying to reinstall the operating system, they sent me new disks to reinstall my operating system, tried a system restore and so on... nothing worked.

I went on to tell them that I wanted my money back (just the amount I paid toward financing the PC). The response was, "You must pay to ship the PC back to us and pay 15 percent of the cost of the PC for a restocking fee." After argument, I decided to try to have them fix the computer again. Nothing worked and I had already spent a few weeks or so just talking with technical support for hours, I mean hours at a time. Finally, I called customer service again and told them that I was planning on making a complaint to the Attorney General, and taking them to court.

The man told me then that he would have replacement computer sent to me, this was on 11/18/04. He told me that I can expect my system in 3-5 business days... This was a Thursday, meaning the following Wednesday 11/24, I should have my computer. I waited until Monday November 29th, and still no PC. So, I called customer service again. They told me that the computer was sent and shipped on 11/18 and they gave me DHL's phone number and the tracking number of the package.

I called DHL, the tracking number they gave me was for the CD's they sent me a on 11/12/04 to have my operating system reinstalled. That same day I called customer service back and they tell me that the computer was never ordered and he wanted to know who I talked to. I told him the first name of the representative I talked to and again, I told them of the situation which I had to do every single time I called, I mean all 100 times I called. I told the story from the beginning, they asked me for the information, they couldn't look it up?

Finally, I was told that the computer was ordered again and I would receive it within 3-5 business days again. So, ordered on 11/29, should be received by Monday December 6th. So, by Tuesday December 7th, I was looking for the PC. I called customer service again. They told me that the system will ship on or before December 14th. Finally, I received the computer two days later on the 9th.

So, this process goes on from 10/26/04 until I received a replacement system on 12/9/04. Now, I try to burn pictures and CD's because I have that capability, and I can't. The program does not recognize the disk in the drive, it keeps telling me to insert a writable disk in the drive. So I received the replacement computer nearly a month and a half later and after hours and hours and days and days spent on the phone. Four days later, I still am not able to do what I purchased this PC for! I am so frustrated.

I called Dell again today 12/13/04. I spent over 57 minutes checking the drives, and reinstalling software to burn pictures and music. Once that did not work, the technical support representative told me that I needed to have my Operating System Reinstalled. I almost went through the roof. Since I did not get off the phone with him until quater to midnight, I have to wait till tomorrow to call Customer Service. I just want my money back and I want you to take this computer back. I called Customer Service the next day. I was very angry and unhappy.

The representative told me that I should box up all the computers and have them ready for pick up on the following day. He also stated that I would not be charged for the shipping or for the restocking of the PC's. He wanted my digital camera that was a free gift, I told him that it is now mine for all the aggravation you people have put me through, it was free and given to me for purchasing your computer, I don't think that you deserve it back for all the trouble, time and aggravation you have put me through.

He said I would get a full refund, I could keep the camera, and the computers would be picked up the following day. Of course, more broken promises from Dell. No one came... I still have these computers. I cannot call again, I cannot begin to tell you how angry I am and how excited I am to finally think this is resolved once again, and then, broken promises from Dell again.