Nightmare with Dell's Product & Customer Service

Dell has no customer service. No one at Dell can access my payment
history byond 12 months. I've called many times, I've done the chat,
I've sent email. They just will not allow me to talk with anyone in
the USA who has real access to my account. I went up 5 levels in
customer service - requesting to talk with managers... Nobody can
help me. Something tells me the only way to get their attention is
with a letter from my attorney - which seems to eb the only option
into what has got to be the most obscene excuse for customer care to
ever be created. What a joke. This company will have ZERO repeat
buyers if any of them ever attempt to resolve an issue with their
account. HORRIBLE customer service! Yet another reason american
companies are on the downfall. Absolutely idiotic decision to save
money is costing the company billions and they just don't get it
becasue they are so FUCKING disconnected from the customer. FUCK YOU
Michael Dell. Your company has become an absolute failure.
You suck.
- Michael Phillips

I had always thought dells were excellent until I got a Dell
Dimension Desktop about 16 months. Had no trouble getting it
delivered to my rural address. I had it less then a week when the
monitor cable fryed. Tried calling customer service for 3 days
straight unable to actually get in to talk to anyone. Finally on 4th
day after being on hold for 6 hrs straight get a real person. Dont
speak english or understands it very well. Long story short it took
another 2 hours and 3 different people to get accross what had
happened. The lady told me to make sure cable was tightly screwed
in. It was .I also told her that the monitor had a pinkish tint if
the cable wasnt propped up. She told to to unprop cable ,monitor went
pic. was told to reboot system and undo then reconnect the cable. I
did While Im messing with her on phone doing what she tells me my
monitor goes dead. she asks are you sure. yes.. So she has to
get permission to ship me new monitor and the cable. This takes
another 2 hrs. ( you had to say the word then spell the word out
for them to understand what you needed) So I get my new monitor in
4 days-but wrong cable. so my pc is still useless. { Buy this time
Im really upset about whole mess,)So get to try to call Dell again to
get right part takes another 2 days. The computer was not
running/or waiting on parts the first month i had it. Was unable to
ship it back for refund because I didnt have a whole computer at end
of 30 days. needless to say i will never buy a Dell again. I have
named this pc my Dell from H_ll . Im not thrilled at all with this
computer. company or thier customer service If i ever come up with
enough funds its gone and I'll buy an Emachines. as I've always had
good performance out of them.
PLEASE THINK TWICE about buying a Dell. To me the Quality is not
there. I regret buying this piece of sh_t. !!!
( PS yes I know I have bad spelling & grammer)

Nightmare from Hell/Dell.
I had the same experince with customer service. Never ever again,
GUESS WHAT I still owe them and also my warrenty is still valid as I
write... Whats a person to do? I bought the 5100 insprion NO GOOD!

I agree. My Dell never did work right. After many many exhausting
hours on the phone with Dell, I gave up. Now, when my computer goes
blank and stutters (not the blue screen) - I just remember that I
should not buy a Dell again for myself or my company. A really
thought the warranty meant they would fix problems, not make you go
through hours of the same tech support routine time and time again
until the item is out of warranty and the owner has to move on to
other things (like running a business and spending time with family)
because of the huge drain on time!

Had the same experience with Dell. Had to be on the phone basically
all weekend with India before they would send a tech out to fix the
sound. I wanted to go postal, it was awful. Haven't had any more
problems with the computer but will definately do research when I want
a new one to find a company that offers local american service

about 5 years ago, my then husband and I decided to purchase a new
computer-both dell and Gateway were running similar specials at the
time. I called Dell, got put on hold for about 10 minutes, and then
decided that I'd call them back when I had more time. I called
Gateway, inquired about their special, etc., and the gentleman I spoke
with was very informative, and answered all of the questions I had-of
course he tried to sell it, but when I told him that I needed to talk
with the hubby, he offered to hold it at the quoted price for 90 days
(wow!). I called Dell, and this time was on hold for about 20 minutes
before someone could answer my questions-I asked the same questions
that I had asked Gateway, and the salesperson (as he informed me
that's all he was-not tech support) couldn't answer them (we're
talking size of processor, what software was included, modem speed,
just general stuff here). So he quoted me the advertised price, and
asked if I wanted it-I told him the same thing I told the Gateway guy,
and he asked what they offered me-well Dell was $100 more, no cd
burner, and get this-we'll give you free shipping, but you have to
place the order right now, and once you get your computer, you can
call technical support who will then answer all of your questions.
Well at that point, Dell totally lost me. And my Gateway is still up
and running-We have Dell here where I work, and are constantly having
problems with them. I begged for them to get me a Gateway when mine
crashed 2 years ago, but had to settle for the Dell-and I've lost my
desktop twice (totally deleted), and other things as well.
Oh, and the guy at Gateway spoke perfet English-with a slight accent,
however, Dell was definetely off shore (a reference to the time was
made).
Good luck, and maybe someone will take notice, but I wouldn't hold my
breath on it.

I just have to say this: I agree with the other posters, you don't
phone a hardware company over a software issue! I've never even heard
of anyone calling in tech support over a blue screen!

I've had some blue screens in the past. What do I do? Restart the
computer. If it really is a problem, first get some spyware
protection (might help?) and if it really is that bad, reformat!

So many people don't seem to realize a problem you see on your
computer monitor is rarely a hardware issue. You either need certain
drivers or you might have a virus. (or was just installed improperly)

"how did she know what kind of issue I was having as she didn't ask
enough questions to know if it was hardware or software? " it sounds
to me like she asked the right questions. Have you worked in tech
support before?

There is absolutely no reason Dell should have to pay for software
mistakes.

Carrie,

First of all, I agree with the rest that are saying "You bought a
Dell". Not that everyone knows that Dell quality has been going down
hill for years, as has their service. And I completely disagree with
having customer service based anywhere that the english becomes
trouble. In this case, you almost certainly were on the phone with a
person in India doing their very best to help you, but not given all
the tools to succeed. I would never purchase a Dell for myself,
because of their service. Their reduced quality just takes the cake.
Hard drives at our work regularly fail on desktops that are 1-2 years
old (some newer).

With all that said, it is extremely difficult to support computers
over the phone. The blue screen of death is usually a software issue,
or occassionaly a RAM issue. A failing harddrive would be down on the
list of things I would suspect. So, I can see why they would want to
charge you the $99. As for the Geek Squad, thats quite a price you
paid for their service. I am glad you got it fixed though. I would
ask around for a better place to go in the future than the Geek Squad,
as BB is expensive in general.
There are usually good local shops around. Just a thought...

I used to be a fan of Dell. I liked the quality, performance and
resale value (as I upgrade regularly) of Dell computers, especially
desktop PCs.

However they just aren't what they used to be. Sure on one hand, as
the prices go down, the quality will go down too. But Dell problems
seem to be popping up after the warranty is usually out - yet before
even today's cheaper-made computers should be failing.

I own 3 computers - 2 desktops and 1 laptop. One is a high-end Dell
desktop... and it does not work right now. I'll fix it myself when I
have the time. A friend just dropped off their Dell desktop to me last
night for me to fix (fairly recent desktop - hardware issue). I no
longer recommend Dells to friends either.

first and only problem...you bought a computer through QVC lol

'nuff said

The blue screen of death is a software issue that YOU created by use
of your computer, it is not a hardware issue.

Your computer's physical parts were warrantied, NOT the software that
you were using. Dell was completely right to charge you $99, they
were under no warranty to fix a software problem. They only are under
warranty to fix hardware issues.

I totally sympathize with your frustration with Dell. My future
father in law purchased one and has had several issues with it. But I
highly doubt that they will refund your money spent to repair it,
since they offered you their own tech support for less money. I
understand why you didn't take it, and I would probably have been
pretty p-o'ed myself, but I just don't see them reimbursing you for
this. Good luck though!