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A quick rant...

post #1 of 9
4/13/06 at 10:09pm
Thread Starter 
I'm so fed up with Dell. I've bought several computers from them in the past six months. The last one was an m140 from the outlet that came to me with problems. After a talking to tech support, I found out that it still had the same problems it was originally returned for. Dell agreed to give me a full refund. So, I sent it back and waited. I got a refund, but not all of it. I called to find out what was going on, and they told me it would be taken care of and they would email me a $100 coupon for use on anything to make up for this. A week and a half went by and I got nothing... no more of my refund and no coupon. In the meantime, I emailed the cs rep since it didn't happen when she claimed it would, and she assured me that it would that day. Still nothing, I email again, and now I get no response.

So this evening I called to get things straight, and the cs guy comes back and says "how 'bout we give you a $50 coupon and the rest of your refund?". WTF? I said no, I want what was promised initially. I explained that this is no way to treat a customer, and that I'm really close to just cancelling my latest order. He says he'll put his manager on since he can't help me. And what happens? He just hangs up on me.

I've been pretty nice through all of this, I haven't been disrepectful to the folks on the phone or anything like that. And this is what seems to be the trend for me with Dell. Every little thing is like pulling teeth, and they never do what they say they will. The crap that they pull is almost the same as stealing from their customers as far as I'm concerned. So, order cancelled and I'm done. I finally learned my lesson. No more Dell.
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post #2 of 9
4/13/06 at 10:22pm
I'm sorry you had such a bad experience, and if I had experience such bad service I may do the same as you did. I haven't had a horrible experience with Dell yet, but normally bad customer service is a huge let down and will make me avoid a company forever. (Travelocity is one company I will NEVER deal with again). I hope you have good luck in your future laptop purchasing endeavors.
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post #3 of 9
4/13/06 at 11:33pm
o I have had the same problems with them. As soon as something wrong happens with the computer, and they say theyare going to call you the next day, will not happen. I am still waiting for a call that was promised to me on wednesday, and it is now thursday night. They are terrible with dealing with any issues, and that is why I will never buy a Dell again, just terrible customer service.......
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post #4 of 9
4/13/06 at 11:46pm
I know how you feel!! Dell does have quality merchandise and the cheapest prices, but Customer Support is bad as usually it is in the big companies. Im having a problem of getting my promotional financing from Dell, and I keep getting treated rude and disrespectfully. Ive been hanged up on 2 times, disrespected by a manager several times and etc. Well this makes me mad too, but this is the only place that gave me a Credit Account so I have to stick with it.
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post #5 of 9
4/14/06 at 3:19am
I hope you got the rest of your refund or at least threatened to take legal action. They won't learn thier lesson till some one actually pushes them. I'd go so far as to try and get ahold of micheal dell (not saying I would be able to, but I'd try )

edit: One more thing for people to know. WRITING A LETTER (and I mean hand writing not email :P) is a very effective way too get something done. Companies listen to people who take the time to hand write a letter and snail mail it! (same as your congressment to BTW, actually to a congressman a hand written letter is equal to 9000 voices. In most cases an email means nothing becuase it takes no time and can be mass produced )
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post #6 of 9
4/14/06 at 6:31am
On my i6000-D it will only recognize the AC adapter 20% of the time the rest of the 80% I’m fussing with it, I’ve called dell every day from the get go, even with my case numbers I’ve had they take me through a 3 hour trouble shooting session. Finally got someone that under stood it only works not even ½ the time, so he sent me to returns, the returns guy told me he could get me a 6000 with a 2.0Ghz, 1gb ram, and the rest same as my current machine. So I said cool, I’ll take it, so he sent me back to tech support (why I don’t know) from there this lady sent me to customer service, she stated she couldn’t do it, so then I got sent back to tech support then once again go put through the trouble shooting, by that point I’d been on the phone for 3 hours straight, started speaking to a manager he said I had to send back my laptop and they would replace it, with a 3 week turn around!!!!.....I’m a college student I cant be out of a laptop that long with Finals coming up, least to say I have to call them back tomorrow and fight with them once again.
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post #7 of 9
4/14/06 at 10:16am
Thread Starter 
It seems that if you buy through Small Business division, everything is better. Better yet, buy a Latitude. You pay more, but from what I understand its a much better experience. I'm just to the point that I refuse to give them any more of my money, so I won't find out about the difference between buying through the SB division and the Home division.

Regarding the rest of my refund, I was told that I'd have the credit on my account in 3 to 5 days. I'm not optimistic that it will actually happen.

I was really looking forward to getting a quality laptop, with a serial port...a D620. But now my search continues. Looks like I might have to do without the serial port, but I know where I'll likely go next to buy a laptop.
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post #8 of 9
4/15/06 at 3:08pm
Small Business is definetly a huge difference in the level of support and CSR but you still get Dell India doing a lot of the call center work. They do it with HP, Cingular Wireless, and others so its hard to turn to a single company for all the work. Im still sticking with Dell's because there dirt cheap not because its company loyalty or anything.
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post #9 of 9
4/16/06 at 9:54am
I've had bad experiences with Dell too, but some good ones as well. I have no loyalty to any company, but as long as I can continue to get Dells at 40% off, I'll be buying them.
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