Dell Computer Corporation Complaint - Customer Service/Support: Why even pretend?
First off- I am posting this expression of frustration here because Dell does not care enough to provide any access point for feedback that I could find( after searching for an hour) with the exception of feedback on their website.
I purchased this high end Intel i7 based model 8100 desktop a week ago to replace a Sony Viao desktop that had been serving me very well and with out any problems for 8 years.
The hardware is all that it is advertised to be. A good piece of assembly.
However, Yesterday for some reason all of the Application Icons went blank and became dysfunctional. This rendered my new screaming piece of hardware almost useless. I knew it was a software issue. After re-installing Windows 7, running Norton scans three times in an effort to detect if a virus was the cause, re-installing MS office and surfing the Microsoft Windows 7 support website and blogs for answers to my problem, the Microsoft website stated that Dell provided support for its products. Consult them was the suggestion. So I did! By phone.
After providing permission for remote access to my pc, the first guy concluded that he did not have the training to deal with the problem that I was encountering. He would need to transfer me to the software area.
After providing permission to guy #2 for remote access to my computer he looked around for about 45 seconds and concluded that it was not Dell's problem. Since my Norton registry indicated that there were two threats that were recently detected and remedied that there was obviously a major problem due to a "wireless virus." (BTW: the two threats that were detected and remedied occurred as the result of Dell's remote access attempt. Norton did its job. I authorized Norton to allow the access.)
This second guy did not even look at or acknowledge my dysfunctional logo issue. The fact that some how link files had lost track of their respective executable files was consequential to the "virus". That was the only explanation. He stated that obviously I had caused this by using the Internet and using the wireless capability of the computer. Dell would not accept any responsibility for such a situation. Dell would not assist me ( without a charge) to get the computer that I had bought just seven days ago back up and running. He could "remedy my virus problem and thus fix all other problems" on my PC but it would cost me. Forget the obvious fact that neither this guy nor the first had a clue as to what they were doing. It was obvious that they were operating from some sort of scripted knowledge base which led to to the ultimate and desired conclusion that Dell would not claim any responsibility or at least compassion for their product or my predicament.
At about this point my blood pressure began to rise. To make a rather long and painful story I finally hung up in disgust.
I returned to the MS windows 7 support website and after a dew more searches was pointed to a inexpensive third party register cleaner utility. I bought it for less than 10% of the cost that the incompetent Dell guy attempted to scam me out of. It installed and remedied my icon problem in about 3 minutes.
After 5 hours of frustration my software issue on my Dell computer was finally remedied. No thanks to Dell.
I fact, I am totally convinced that Dell's lack of interest in their customer will prevent me from ever buying or recommending a Dell to anyone.
I have direct influence and approval authority for all desktop purchases in my company.
Dear Dell...pick up a copy of the "Cluetrain Manifesto". The consumer world is out here talking to one another.