Wow...Dell....

[Asher]

So, a while ago (a month or so? maybe more) I posted about how my dad's 3-month old $3000 Dell XPS fried itself randomly. It took a month for the replacement computer to arrive -- my dad had purchased the extra next-day business service which they couldn't honour due to "parts shortages".

During the month(!) without a computer, he replaced the surge protector with a brand new, high quality one -- unsure if the older one caused the problem.

He got the new computer earlier this week...the very next day while making a spreadsheet in Excel...POP and everything dies. The computer fried itself, again.

He called Dell, furious. They told him they'd send a tech out with replacement parts to the house by Friday. Today came and went, no guy...he called Dell, and apparently the replacement parts are on back order and they don't know when it'll come in.

At this point my dad contacted me to vent. He's actually putting up with this ****. He's too much of a pushover...so I got all the info from him and started calling around on his behalf.

I called the "white glove XPS" support line, which is based in Texas instead of India (it's really no improvement). Reiterated the ridiculous situation to the Texan on the end, he said he couldn't do anything. I told him to transfer me to someone who can. He transferred to his supervisor, I reiterated the story again.

Again, they refused to budge. No compensation of any sort.

I asked to speak to his supervisor but I was told he was unavailable. At this point I'm pissed off.

I simply tell him that we were done dealing with Dell, we were contacting Visa and utilizing our purchase protection to obtain a refund and Dell should expect to hear from Visa soon regarding a complete refund. I also told them if they wanted their computer back, they could pick it up Monday morning. I also discussed how I would detail this story online as a warning to others of Dell's lack of service and quality.

Suddenly, the guy's supervisor is now available!

He first offered building a new XPS for us from scratch. Told him no, full refund is the only thing I'd accept...they relented.

Here we are, 4 months after purchase, and we obtained a full refund. But god damnit, what the hell is wrong with Dell?

[Jon Miller]

The university gets Dells often, and they dont' seem to have a problem.

JM

[Dinner]

No problems here though the Dell workstations they're using at my old work were terribly slow. I chalk that up to the owner being to cheap to buy decent workstations.

[asleepathewheel]

I've had 2 dell desktops and 2 dell laptops at home and use a couple at work and have never had that amount of problems, either with the machine or with tech support. When something goes wrong with the laptop, they're usually here the next day or so to fix it.

[Dinner]

I'm typing on a dell right now. It's lasted my three years without any problems.

[MRT144]

the customer service is the story not the quality of computers

[Q Classic]

Dell laptops are ****e.

[Rufus T. Firefly]

Originally posted by Q Cubed
Dell laptops are ****e.

I'm typing on a 6-year-old Dell laptop right now. For 4 years it served as the only computer in a house with three heavy users. I've had to replace the keyboard once, and its battery finally gave up the ghost last year, but that's it. It's been an incredible workhorse.

Our two Dell desktops have both been completely trouble-free for the two years we've owned them.

But, yeah, that's some crappy customer service.

[ajbera]

All the Dells I've dealt with have been fine. Sometimes shit happens, but you're well within your rights to get pissed off, demand remuneration, and swear never to deal with them again.

[Wycoff]

My family has had problems with Dell as well. Not to this extent, but enough to make me swear off Dell products.

[Lord Avalon]

Dogbert customer service.

[Aabraxan]

I've had a Dell for about 3 years. It's the main computer in our house. Knock on wood, no problems yet. But I can sure understand getting fed up with customer service of that low quality. I'd be tempted to send them a bill for the lost hours they cost me, in a case like that.

[Verto]

You get bad instances of customer service with any company, no matter how good their track record.

I'm not sure about the repeated com problems, though. Your dad must have pissed off the gods.

[Kuciwalker]

We've had Dells for, oh, seven or eight years now? Only problem we ever had was a bad video card.

[Jaguar]

I think random luck can play a huge role in what companies people end up liking. When travelling on United Airlines, my plane has been cancelled, broken, delayed, or something of the sort for six consecutive trips. When travelling on American Airlines, I have never had a plane delayed.

I think American probably is a slightly superior airline, but not nearly to the extent that my personal experience would have me believe.