Dell Computers

I called about a problem I was having with my Dell Inspiron 530 Desktop Computer running Windows XP. They told me that the Operating system had become corrupted and would have to be reloaded and I would need to upgrade to Windows Vista. i upgraded to Vista window for Business. They sent me a disk and I loaded it after hours of backing up my files & Programs. I loaded the disk and immediately had problems. It would not authenicate my version using the code on the disk. I got to checking that it had loaded Vista Windows for Business & Home from the same disk! I called Dell two times to get this problem fixed. They told me all they could do was send me a new disk. I would have to backup all my files & Programs again & load the new disk. I am a Consultant for IBM. This outcome was most unsatisfactory in my experience. I am charged at a rate of $230.00 to my customers for my time. I can not work while trying to resolve this problem which took about seven hours of my time, plus the time I was on the phone with Dell. Dell was not willing to do anything to make up to me for my toubles. All I was looking for was a promise that they would put in procedures to see that this did not happen to any of their other customers. They would not make that commitment. To add insult injury, my support contract was good for 12 months or four instances. My calls to resolve this problem that was caused by Dell used up all my instances and they did not credit that back to me. At that point my Tech. Services Contract was worthless. Anther phone call from Dell Support was also worthless. I will ne buy another Dell Product or do business in any way with Dell Computers. They could care less about the satisfaction of their customers based on my experience - A Dissatisfied Customer

They sell it in english and service it in foreign languages. Once they get your money they could care less.

On Dec 11 I purchased two Dell laptop computers online as chrsitmas presents for my two children. The website said it took about five days to ship and so I was confident they would be received in time for Christmas. In fact, on of the laptops was received about a week later. On Dec 22, I received notification that the second laptop order (order number 569424736) had been shipped via Fedex 2-day shipping and would arrive Dec 24. On Dec 24, after waiting for the package all day, I called Fedex to find out if it would be delivered and they told me they did not have the package. They told me I would have to call Dell to find out where my package was because they didn't have it. I then called Dell customer service (800-915-3355) and talked to Sarah. I told her I called Fedex who told me they did not have the package. She said that Fedex did have the package and they could not do anything until the end of the scheduled delivery day (Dec 24), and if it had not been received, they would initiate action to find it. I asked her who was lying to me because she was telling me Fedex had it while Fedex was telling me they did not have it. She did finally say that she would forward the information to the logistics team for action and they had 48 hours to respond. I asked if someone would contact me when they discovered the status of my package, and they said "they might". I said "so that means they might, they might not?" She replied "yes." I asked to speak to a manager, and she told me I could not speak to her manager because he was on another line. She said I would have to call back and ask for a manager and I could then talk to one. I asked her if she could just transfer me to another manager and she said no, she could only transfer me to her manager who was not available. I then called back to talk to a manager. I talked to Ashish, who put me on hold for a manager, but I was eventually disconnected. I called back and talked to Nurek and asked for a manager. After waiting on hold for 15 minutes, I gave up because I had to leave. All in all I had been on the phone for over an hour. On Dec 25 I called Dell and talked to a manager, Chhaya. I told her I wanted someone to be able to tell me where my order was. She told me my problem had been reported to the logistics team and I would have to wait until Monday (Dec 29) before they could do anything else. I asked why it would take a week from the shipping date before they would do anything else when it was two-day shipping and she just said that was how it worked. I asked if someone could call me if they found out any information on the status of my shipment and she told me they could not call me because it was an inbound call center only. I asked "you mean you do not have any phones in your work area where you can call out?" She answered "that's correct." I told her I was not happy with my customer service experience and wanted to talk to her supervisor. She told me her supervisor did not take calls. I asked her who else I could talk to to complain about my customer service experience and she said "no one, I'm the only person you can talk to unless you want to call back and talk to another representative." I asked for her supervisor's phone number and she informed me that her supervisor does not have a phone. I told her that in my experience I had never seen a company who did not have someone to talk to about service complaints. I asked if there was any office that handled customer complaints and she told me no. Later that day (Dec 25) I initiated an online complaint with the Better Business Bureau in Austin, TX (Case # 90142179). The laptop was eventually delivered on Dec 27. On Jan 5 I received a call from Mr Kumar from at Dell. he said he was sorry about the delay in shipping and that he would take my input. I asked what he was going to do with my input and just he would take it. Dell sent a response on Jan 6 consisting of a form letter with someone else's name on it (a Mr Daley instead of my name). There response further stated "He called in to Dell to inquire about the status of the package and the information was not available to our agents due to FedEx being closed for the holiday. His system was delivered on 27 December by FedEx. Mr. Cade was anxious to receive his order but due to the holiday and the increased FedEx deliveries he was given the information that was available at the time and his system was delivered by FedEx as soon as practically possible under the circumstances." On Jan 7 I called FedEx and they informed me the laptop was NOT shipped via two-day busiess shipping, but via home delivery, which can take up to five days. The Dell website, and my order information, explicitly states "2 business day" shipping. I supplied this information back to Dell but they never addressed it. I was given a point of cantact at Dell who I tried to call but never answered. I finally left voice mail but never recieved a return call. This was, by far, the worst customer service experience I have ever had.

AS ALWAYS, THE EXPERIENCE WAS GREAT. DELL MAKES ORDERING ANYTHING FOR THE COMPUTER VERY EASY AND CONVENIENT. IF YOU HAVE ANY PROBLEMS, THEIR HELP DESK IS QUICK AND EASY TO USE.