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June 02, 2006

Dell Hell

Twice, Paul over at Wizbang has written about the poor customer service that he has received from Dell Computers (Post #1, Post #2). As it turns out, Paul isn’t the only person to have horror stories about Dell customer service. Rip-Off Report.Com has posted numerous complaints from Dell residential customers. A common grievance is that Dell outsourced its customer service to India. Upon reading the complaints, one would conclude that Dell outsourced its customer service to Hell.

Occasionally, someone reporting to work for Dell Computers or Dell Financial Services will offer a rebuttal to a particular complaint. One alleged Dell employee named Stacia responded to a complaint letter by writing, “The fact that you wrote a threatening letter to Dell just reinforces my feelings that most Dell customers are ungrateful and only see the negative.”

Now, what would give Stacia the feeling that most Dell customers are ungrateful? Gee, could it be the numerous complaints about Dell’s treatment of residential customers?

Oh, the complaint that Stacia was responding to wasn’t written by your garden-variety PC user. Instead, it was written by a PC business insider who started his complaint letter by saying something positive about Dell.

Plus, Rip-Off Report.Com has posted letters from people who used to work in Dell customer service centers. These ex-employees have their own horror stories about Dell’s customer service.

Meanwhile, in my own little corner of the world, I spoke to a computer technician about Dell while he repaired my computer’s hard drive. He confirmed for me that Dell’s residential customers have been receiving poor customer service.

Plus, he complained about how difficult it is to obtain new parts for Dell computers. Dell, it seems, relies heavily on proprietary computer parts. Thus, non-Dell computer techs cannot easily obtain the proper parts for Dell computers. Thankfully, I have a Gateway computer which uses non-proprietary parts, and the tech had an easy time obtaining the necessary replacement parts.

Since I have never owned a Dell computer, I have no first-hand knowledge about Dell’s customer service. However, knowing that complaints about Dell continue to pile up, I would be reluctant to make a purchase from Dell no matter how good an offer from Dell may sound.

In short, when it comes to buying a Dell computer:

Caveat emptor.

Let the buyer beware.

Posted by Dodo David at June 2, 2006 09:05 PM

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Comments

Geez Louise. On top of everything else, my Dell computer recently crashed. It is four years old and it worked well up until the last few months.

My life keeps getting more "interesting" (I am a fellow depressed soul).

If I can achieve some sort of meaningful employment soon, I will look at some other computer brands, if my Dell cannot be salvaged. The worst part is the hundreds of photos and hours of class notes, Power Point, and other things that languish in the hard drive.

Need your prayers.

Posted by: joe-6-pack at June 3, 2006 09:55 AM

I used to build my own computers but Dell makes cheap disposable computers. Like every other mass producer out there they use cheap proprietary parts (It isn't just Dell)

Dell sells computers for about the price of a license key and a monitor. (They usually include a monitor) You can not get all the parts and licenses for a computer and build it for any where near the price Dell sells them for. It is a cheap computer.

I think Dell makes most of its money by from the extended service agreement and all the junk they put on the computer. The useless crap like AOL and the movie rental deals and whatever the software and signups they have.
When suckers sign up for that crap, Dell gets a little commission. (I have no proof, it just seems that way)

Like I said if you get any of these mass produced computers they are cheap and disposable.
The best thing to do is get the lower end computer for $400 and use it, it is PLENTY fast enough to get your email and surf the net. Next year if you think you need a faster computer get next years $400 low end computer. If you want you could get the high end $1500+ machine, it will be the low end $400 machine next year. The way I did it saves you $700 and now you have a machine for you and one for the kids.

Posted by: DoubleU at June 3, 2006 10:01 AM

Joe-6-pack,
The data is still there, getting it is a different story. BACK UP OFTEN. People have been ignoring that simple phrase for years and then get pissed at everyone else because they did.
I recommend Norton's Ghost or something called "True Image" Make an exact copy of the drive, if the drive fails you reformat the hard drive or get a new drive and then install the copy, everything is back to the way it was before.

BACK UP OFTEN!

Posted by: DoubleU at June 3, 2006 10:08 AM

Thanks for the advice.

I did burn some of the stuff onto CDs from time-to-time, so there are copies. Not all is lost.

Posted by: joe-6-pack at June 5, 2006 05:00 PM

Please check out the following link for my horror stories with Dell. Altho I've heard many bad stories from others, I still believe one is one of the worst since I've made it to their "Resolution Expert Center". I was told by its rep that only less than 1% of Dell's customers get to this special Center.

http://capricgal.blogspot.com/2006/06/dell-hell-detailed-version.html

Posted by: Maggie at June 5, 2006 10:50 PM

I have had nothing but trouble with my Dell computer from day 1. To make a long story short, just do the following and you will have experienced some of my pain -> Take all the horror stories, headaches, and hair-pulling frustration from trying to deal with that idiotic Tech Support centre over in India, take all the 1-800 #'s of Dell, mix it with every stupid Dept. that exists, and all points in between from conception of a Dell computer from thought to delivery(if you finnaly get delivery), put them all together add a drop of influence from satan himself, swallow some broken glass have someone drag you behind a car over nails and needles, pull off your own flesh - and you might, just might come close to everything I've come to experience and now expect from Dell. Yeah I do seem a little bitter don't I?

Posted by: Daryle at June 6, 2006 12:33 AM

You're lucky to have gotten as far as you have. My troubles began when I placed my order. I've written about it and the story is still unfolding.

Posted by: Jocelyn S. at June 26, 2006 01:40 PM

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