Dell Computer Corporation Complaint - Poor hardware, weak service
NORTH DAKOTA -- Should of known as soon as I opened the box and started taking out EVERY piece of hardware labeled "Made in China". Sure enough, the keyboard had some keystroke issues, specifically, the arrow keys, the space bar, and some of the number keys on the number pad would run off a long string of zeros as soon as they were hit. This was more than annoying. It made it impossible to type my passwords, because I could not see the keystrokes that were being entered.
I called Dell support, and was not surprised to find that, while Dell has exported all the hardware manufacturing jobs out of this country to China, they have moved all the tech support jobs out of the US to India.
I was asked by the tech support person to tell here a product serial number that was supposed to be written on the outside of the box. The problem with that was that there were around half a dozen numbers written on the outside of the box, and none of them was identified as the "product serial number". After some small confusion (due in part to the language barrier), during which I rattled off every number I could find on the box, and being told that none of them were correct, the tech person (who did seem genuinely eager to help) managed to help me reformat and restart my computer (minus any password to protect my personal login). All of this was actually before I found that the keyboard was part of the problem.
Now, here is where it gets even better! I called the closest Walmart (where I bought the computer) and explained the problem with the keyboard, and was told that I couldn't just bring in the keyboard for replacement, but would have to rebox the ENTIRE product and bring it back. The closest Walmart, BTW, is 70 miles from where I live. (The recent SHODDINESS of Walmart service I will save for another review.)
You would think that both Dell and Walmart would want to make the customer support as simple and easy for the customer as possible, and allow replacement of individual non-conforming components at the point of purchase.
I just went to a DIFFERENT discount mega store and bought a compatible keyboard (NOT A DELL). I still have the old one, if any of you folks at either Dell or Walmart would like me to send it to you so you can place it in a place where the sun doesn't shine!
I definitely will shop elsewhere than Walmart, and look at anything other than a Dell, the next time I am looking for a computer.