I am in Dell Hell too after buying a nice Inspiron 1521 for my daughter in August ’07. As of today, it won’t turn on after freezing up and basically will not work. I boutht eight (8) service & warranty coverages but Dell claims my issue is software and I did not buy coverage for that. Bull. Two hardware coverages are specified as such, the remaining 6 do not specify, therefore software is covered by exclusion but Indians don’t understand that kind of reasoning. Everything on my P.O. and Packing Slip are all clear and in black & white but Dell Indians keep wanting to add words to the coverage as written.
This company is a mess, their “customer careless” doesn’t care or help and there is no way to get this computer to work again without help I paid for and can’t get from them. They actually insisted on selling me a $300 for “software coverage”. Now that’s pathetic and I cannot understand how we can be so stupid as to make this company so successful.
Don’t do it. Buy a Mac where they know how to service what they sell. The rest of the PCs are all junk without support. It’s called “OEM” software, and just gives Mike Dell another income stream on the backs of otherwise reliable software.
I hate Dell and will never, never do it again.
Tony
As I posted recently, I am looking for a new high-end business computer and Dell is simply not in my consideration set. Jeff Jarvis’ long-running problems, problems many friends with corporate Dell’s have and your problem all contribute to the perception that Dell is not a competent partner for today’s discerning PC buyer.
What a contrast Dell’s customer disservice with you and so many others makes to the nice, cuddly image that Dell is currently trying to portray through its Ideastorm customer co-creation programme. If only the energy Dell has spent trying to reinvent itself as a listening company had been invested in fixing Dell’s long-standing and apparently continuing customer disservice problems instead.
Good luck with your own Dell Hell. If you don’t have any luck dealing with Dell’s customer disservice representatives, I suggest you post your problem as a carefully choreographed video featuring your tearful daughter berating those nasty bullies from Dell on YouTube. It worked for Patrick Askins after he had no luck dealing with British Telecom’s serial customer disservice.
Further reading:
Dell IdeaStorm
http://www.dellideastorm.com/
This is London on Patrick Askins YouTube Video
http://www.thisislondon.co.uk/news/article-23422369-details/Furious+BT+customer+posted+film+on+YouTube+after+six-month+battle+to+settle+bill/article.do
Patrick Askins YouTube Video
http://www.youtube.com/watch?v=2O3_NNlUqNE
Graham Hill
Independent CRM Consultant
Interim CRM Manager