Dell complaints

[dburr]

Addressed To:
James Howicz
Dell Legal Director
James_Howicz@Dell.com
512-728-4948
AND
Lewis Rose
Dell Outside Counsel
lrose@kelleydrye.com
202-342-8821

Et al;
Dell still at risk, nothing has changed.
Thursday 4/9/09 3:45 PM PDT place a service call.
Follow all the required steps, online trouble-shooting, telephone trouble-shooting. Its determined the problem is the Motherboard.
We are told the part will be shipped to Qualixserv via overnight and we will be contacted by their dispatch department with an ETA on Friday 4/10/09.
1:00PM PDT 4/10/09 no contact from the service provider; we contact Qualixserv at 866-856-9899 as instructed by Dell the day before.
On hold for 20 minutes, the Qualixserv representative tells us that they have no record of the service call and can not help.
We contact Dell, we are run through several departments until we reach the correct department. We are told there is nothing they can do they already did what they were supposed to.
We ask for a supervisor, which we were told do not exist. We tell them we find that difficult to believe and unacceptable, that not connecting us to a supervisor may result in legal action.
We are put on hold again and 15 minutes later the representative, who would not identify himself, asks what the call is about. We explain that we need to talk to a supervisor and will explain at that time. He argues with us about the need for more information and the existence of the supervisor.
He places us on hold again and returns in about 10 minutes to inform us that supervisor (that previously did not exist) is too busy to talk. We explain that we will wait the supervisor unless he can find another supervisor.
We are placed on hold for 45 minutes; a lady answers the phone identifying herself as a supervisor. We ask that she identify herself which she does as Lyra #76683.
We explain the problem; she asked us what we expect her to do (solving the problem be a good start).
We ask that she contact Qualixserve. She confirms the part was shipped and received by the service company the morning of 4/10/09.
Qualixserve claims they are not the provider. She discovers the service company is Banctec.
She contacts Banctec and asks them to look up the service. They confirm they have the call and the parts but have no idea where the tech is or when he would arrive. We ask that Banctec check with their dispatchers, which they say that they can not do because they don’t have dispatchers (huh?).
Bantec says they will call the tech and leave a message to call me back, but we have to wait another hour.
We explain to Banctec waiting an hour to find out when and if the tech would arrive was unacceptable. We ask the Dell supervisor Lyra to intervene; which she does by explaining to us that we have to wait another hour. We insist she ask for a Banctec supervisor; Bantec tells her they don’t exist. She insists that they do, and they find a Bantec supervisor who tells us we have to wait an hour. We ask him the following; do you consider good service: making us wait all day to hear from your company, and then after not hearing from you we contact you only to be told to wait another hour. He said no, but there was nothing he could do.
Lyra said there is nothing she could do either.
At approximately 3:30 we get a call from the tech who tells us he can’t make it but would be out Monday, that he an hour away in San Bernardino and still has a call to make ahead of us.
We explain that Monday is unacceptable and ask that he contact his boss to figure out how to solve the problem.
At 3:45 he calls back to confirm that he would make it after all, that someone had “just canceled”.
At 4:00 he arrives, 30 minutes before he could have realistically been there if he was indeed an hour away in San Bernardino as he originally stated.
To our surprise he is from Qualixserv, the company that originally told us they have no record of the call, not Banctec.
4:30 the tech installs the new mother board only to find out that the Dell diagnosis is not correct that the problem is not the motherboard but seems to be the keyboard.
He asks to take the keyboard out of another laptop that we have to see if it is in fact the problem.
The tech calls in to the company, they instruct him to remove the hard drive first which stops error beep. They now think it is the hard drive. They are now ordering a new system board, new memory, a new hard drive, and a new keyboard.
They believe that they will have the parts Monday morning and can be out before noon.
It is now 5:30 PM PDT and we have had to pay overtime.
And the delay to Monday will force us to incur additional shipping costs.

I already have a claim form from the State of California Office of the Attorney General as a result of the agreement that Dell entered into with 33 States; from a prior claim stemming from this same negligent care.
I am positive that had we not contacted Dell and its service provider and insisted that we receive some level of customer care, that we never would have received the service call today, nor would we even had received the courtesy of a simple phone call.
I spent 2 and ½ hours of time that I can ill-afford today on something that should just happen. Something that we were promised, something that we paid for, and something that Dell as put in writing that it will not screw-up any more.
I am thinking that Dells “Assurance” is not worth the paper that it is written on, and I am struggling with why I should not contact our Dell Premier Representative to tell him that we will not longer be doing business with Dell. I have already shared this experience with the Attorney General’s Office.
Please feel free to share this with anyone at Dell you feel will actually care about this, though based on what I have read on the Internet and my own personal experience, I not sure anyone actually will.

[Rocke_T_Sinetist]

Now that's evidence.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'

[Tailmon]

Funny that is almost like my call years back to dhell. Nothing has changed.
_________________
Former employee of Dell and can say that they
definitely Suck!

[singeroi]

aaah.. good thing i found this forum.. i was suppose to get dell.. but there are horror stories everywhere on the net..
assurance vie banque

[incident_man]

See Dick call Dell.
See Dick buy a Dell.
See Dick's Dell die.
See Dick call Dell support.
See Dick yell and swear.
See Dick get absolutely nowhere.

Don't be a Dick; don't buy a Dell.
_________________
Oceania has always been at war with Eastasia.

[chocnuts]

i just had horrible experience with them, ibm is still a superior option or better yet get an apple.

commission de surendettement

[Rocke_T_Sinetist]

This will sound contrary, and well it should.

But if you knew absolutely nothing about computers and nonetheless built your own from Fry's or Newegg's parts, the computer you built would be more than twice as good as the best Dell.

Oh. And then you WOULD know about computers. Two things anyhow. One, the name of every part and where it goes. Two, that you can't do worse than Dell. OK, one and a half, since we all already know that last one.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'

[Starman97]

I'd second and third that.
Get yourself a book like 'building PC's for Dummies' or if you've got some money to spend (ie were going to buy and XPS or Alienware) check one of the Extreme PC building guides on the net.
Building the Perfect PC, Second Edition has good ratings on Amazon.

Tip: don't buy the most expensive, fastest of anything, pick something 1-2 steps down, you'll save about 1/2 of the cost and only lose about 5% system performance. The bleeding edge is expensive.

Other Tip: get a good power supply, name brand like Antec, PCpowerandcooling, ThermalTake, Coolermaster. Avoid the bling, LEDs, windows and fancy painted cases, a plain case means they spent the money on the parts inside. Buy by weight, the heavier supply is the better supply.
Buy by efficiency, means they put some effort into the design.

[Rocke_T_Sinetist]

Note: A power-factor corrected supply is the most elegant and advanced design.

Power factor correction is for large institutional users whose electric is billed by 'demand' rather than watthours like homes.

While individuals don't need to care about power factor correction, a supply using it will run cooler and longer.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'

[Dell Hole]