Dell complaints

[DellCanBiteMe]

Im am so glad I found this site! I have been a long time Dell customer (over 10 years now), both in personal and professional status. I was probably one of the biggest Dell supporters you would find until this past few years.

I just want to say that I currently have 8 dell systems at my home and have purchased and been directly responsible for purchasing over 10,000 Dell systems for my profession over the years. I am an engineer with a graduate degree in Computer forensics and network security so nothing I post here is speculation or hear-say.....

In 2005 I bought my wife Dell's top end XPS Gen II laptop to support her gaming and development work for on online RPG we play. We bought the system brand new from a re-seller, got the system and everything was fine. 5 Months later the video card died. We called Dell and the fun started. The first thing I noticed was that Dell now moved its once wonderful cutomer support , overseas like many other companies. The folks on the phone were nice enough but I could tell from the start that I would be getting no where. First thing wrong was the system needed to be transferred from the re-seller to my wife in Dell's system. Instead of helping us they pointed us to a web page. We located the web page and registered the system. To make a long story short, we did this over 10 times because the 3@$!%$#%#@ system never took our information. Two weeks later and multiple phone calls, we finally had the system registered. Once registered we were promptly told that because the XPS is a special laptop we needed to call another office that was only open after midnight our time during the week. Many many more calls ensued and after almost a month we were told that Dell had no support for those video cards, so sorry thanks for calling.....

I ended up finding a used card on Ebay for almost $500 and installed it myself.

In 2007 I decided to buy my wife another top of the line XPS 1710, fully loaded. This time I purchased the 3 year extended warranty and figured we would be fully covered. Two weeks ago, the video card dies. My wife calls and right off the bat we were told that it would be a month before someone could come out to fix it. No where in my paperwork did it ever say that we did not have a RMA type warranty. They explained to us that the extended warranties were in home only. Over these last two weeks we have called at least 12 times and spent almost 12 hours now on the phone with Dell. To this date we dont know when or who will be coming out to the house to fix the machine. In frustration I have now replaced her XPS with a clone machine that I built. It was 1/3 the price and runs circles around her Dell. While on the internet I found an article about the New York States Attorney and how Dell was found guilty of fruad for the lack of customer support and purposely not helping folks in a timely manner. I am now seeking to contact the NY States Attorney and see how I can file a case here in Maryland, Im sure there are plenty of people in my state in the same boat.

So....bottom line is Dell has lost a long time customer and the potential for thousands of future orders from me alone. I will do everything in my power to assure that my friends and family know the truth and I will persuade my business partners to no longer by this crap from Dell.....

[Commendatore]

I've been a Dell customer since 1999. It's strange. Back then, their customer service and technical support was first class.

Now it sucks donkey dong. What the hell happened? What kind of progress is that?

[FallenAngel]

When a company starts catering to the few (shareholders) and not the many (consumers), then it's usually a herald of demise.

The many will suffer long term so the few can benefit short term.

[DellCanBiteMe]

That is exactly what happened. As a Senior Program Manager for my company I can tell you its all about the bottom line and profit for share holders. Never said I agree with that but it makes smart people make poor decisions. The only reason I have been a dell customer so long was the great customer service and support. They have lost a good customer over this..