Dell complaints

gkarris · Posted: Thu Mar 22, 2007 10:32 am Post subject: Great Job, Dell!

I thought I'd put in something POSITIVE in this forum - and I'm an Apple Computer Mac addict!

My company uses Dells, and we get the NBD Gold Support with each one. It is a large global company.

Dell and our assigned tech has done an excellent job with communications and getting the service techs out to us... and he's in the USA!

It probably does have something to do with the fact we are a large customer, and Dell is actually one of our larger customers...

Just something positive amidst all the negative. If you buy a Dell, you will need to spring extra for the better support...

MADMATAGAIN · Posted: Thu Mar 22, 2007 11:55 am Post subject:

Who comes out to service your stuff? Qualxserv, banctec, unisys?

Just curious.

I agree though. I have Apple customers that have been waiting a month for parts and their is nothing I can do about it. IBM customers wait at LEAST 2 to 3 days.

Dell is pretty much ALWAYS next business day.
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"Dell is still the best way to go at this point in time for most users and for sure most businesses"....Me.

Rocke_T_Sinetist · Posted: Thu Mar 22, 2007 1:11 pm Post subject:

Huge corporate suppliers of industrial equipment sometimes have parts backorders. Users of such equipment keep their own parts, just in case of this. Then availability and delivery time cease to be an issue.

It's not fair (or particularly productive) to bitch a company out for not supplying parts TODAY and then whining about how mission-critical your application is. If it's THAT critical, the customer needs to back HIMSELF up.

The pisser about Dell is that their field service CAN BE good, but only if you are an important-enough customer to them. Otherwise you get leftovers, scriptreaders, etc.

So if you are a Dell customer and NEED their support, yes pay the extra. Oh, and you better also buy at least 2000 systems. Individual customers get the runaround no matter how much extra they pay for support.
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Rocke T Sinetist
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gkarris · Posted: Thu Mar 22, 2007 1:26 pm Post subject:

ojchillinndc · Hates with a Vengance Joined: 11 Apr 2007 Posts: 51

Use to fix Dells for the military. The government's contractor always had an ass load of spare parts for the computers (Who can write a check bigger then the US government to Dell, umm NOBODY!) Thankfully, only one of my Dells needed a part and I didn't have to wait long. But those were the good ole days.

Also, I can't write a big enough check for Dell to come kiss my ass like they do the government. So it's India for me! (Umm, read my signature)
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I'm burning in the depths of DELL!!!!

buober · conscientious beginner Joined: 09 May 2007 Posts: 1

I have purchased Dell products for a number of years. The first is a Dimension 4300 I purchased in 2001. Now in 2007 the fan is a little noisy but it still runs nearly as well as it did out of the box. I think the hard drive is a little tired but I have had no serious problems with it. Also this system caught a virus that crashed the computer and I could do nothing to fix it. At 3:00 AM with the unit out of warranty a DELL tech walked me thru a hard drive format and partition and operating system upload. It took 3 hours of step by step instruction and it did not cost me a penny. (I can operatem but I cant fixem)

Also DELL is helping me right now with another problem that is far more troublesome (30days now and counting) and I assure you DELL is going far beyond the call of duty in this matter. This problem has caused me to lose money to lose time to lose sleep. To say the least it has been an extremely stressful situation. But I have found if you have patience and treat the customer care representatives with respect if you have a legitimate complaint they will do what is necessary to help you and fix the problem or mistake or what ever it is. Is it an inconvenience? Yes do you have to wait on the phone? Yes. But think about it. These people deal with other people’s problem on an emotional level all day long. If you are nice to them its like a breath of fresh air and you might be surprised. I have also found that the email correspondence works best. If you are looking for an immediate fix forget it. These people have to follow protocol to avoid fraud. Out of the hundred's of thousands of machines DELL has sold some are going to have issues. The unfortunate people who purchase these units will have to deal with customer support but it doesn’t have to be completely bad. Be patient be curious be consistent and you will get what is owed you.

I DO NOT WORK FOR DELL NOR AM I ANY KIND OF AFFILIATE I AM JUST A DELL CUSTOMER AND I WILL PURCHASE FROM DELL AGAIN

DOC_Is_Evil · Hates with a Vengance Joined: 20 Apr 2007 Posts: 76

I think Dell is nicer to the business customers because they are the ones that buy 2000+ computers at a time...And they also have more connections with other businesses and customers and can influence what they say to a far greater degree than a regular customer could.

ojchillinndc · Hates with a Vengance Joined: 11 Apr 2007 Posts: 51

Yeah, Dell will break it's neck for their business customers. If the US Military tells Dell, "We don't like our laptops being silver. We want them to be camo green with pink bunny ears on the top." Dell would be like, "No problem!!!" And the next day at the Pentagon a FedEx truck with 5000 laptops colored camo green with pink bunny ears would arrive.

But me, Joe Schmoe.

ME: Dell, you forgot to send me my bundle.
Dell: We did what sir?
ME: You forgot to send me my bundle.
Dell: I see. Now what did we do sir?
ME: You FORGOT to send me my bundle!
Dell: I see. I offer my apologize and I can help you with this problem. It is a great honor for me to help you today. Now what exactly is your problem sir?
ME: YOU FORGOT to send me my BUNDLE!!
Dell: I see sir. I offer the apologize for this inconvience. I will be happier then a pig in crap to help with this problem. Now to get started, I need you to tell me exactly what it is I can assist you with.
ME: YOU FORGOT TO SEND ME MY DAY-UMM BUNDLE!!!!
Dell: Sir, I can not help you with this. I offer the apologize. Please contact Tech Support to help you. Once again sorry for your inconvience. You are truly an appreciated and honored customer of Dell. Thank you for chosing Dell.
ME: Evil or Very Mad

Kissing your business customers butt is unfortunately the American way. The bigger the check you can sign, the more butt they'll kiss.
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I'm burning in the depths of DELL!!!!