Technical Support Nightmare. Read this before buying from Dell.
Feb 27 '02 (Updated May 02 '02)
The Bottom Line The worst technical support and customer service anywhere. My advice is to spend your money elsewhere. I will.
Update: May 2, 2002. Yesterday's USA Today reported that "more than 4,740 customers complained about Dell on consumer Web site Planet Feedback from October to March. That's up 40% from the previous six months." The same article quoted Rick Chase and identified him as "a Dell customer-service vice president." I guess they have more than one. I copied my Epinions.com review and sent it to Dell through Planet Feedback. There was no response. Now that I have the name of a Dell "customer service VP", I plan on writing to him at Dell's headquarters in Austin, TX. Anyone care to join me?
Update: April 3, 2002: I sent this review twice to Dell through Planet Feedback (a very useful website, by the way). There was no answer. So much for Dell's commitment to CUSTOMER service. What follows is my original review.
If only one person reads this review, I'll be happy. Of course, I hope more people will read this. When dealing with Dell, I have experienced absolutely the WORST Technical Support/Customer Service in the history of the world, bar none. They might make decent computers, but watch out if you have a problem. My advice is to shop elsewhere. I can't imagine a company treating its customers more poorly. I have spent hours on the phone, calling the numbers of the paperwork Dell sent me today when they returned my computer that was in for repairs. At least four times, the Dell rep told me I would have to call a different number. One rep told me that he would transfer me to the right dept. and I would not have to wait on hold. The next thing I know, I hear Dell's main voicemail and I am starting over from scratch. Each call involves 30-40 minutes on hold.
Last week, I called Dell's technical support for help with my Inspiron laptop, which wasn't working at all. Since the computer was just under a year old, there was no question that is was still covered by the warranty. I called the technical support number that was in the manual that came with my computer. After waiting on hold for 35 minutes, I reached a live person who told me I would have to call a different number and start over.
When I finally reached someone else, we spent a long time on the phone trying to get my computer working. The technical support person suspected the hard drive was defective and eventually decided that I would have to send the laptop in for repairs. It was shipped on Friday, Feb. 22nd and reached me today, Wed., Feb. 27th. Then the NIGHTMARE began.
Returned with the computer were two pieces of paper from Dell, each with a phone number. One said "If you have any questions about the way your computer was serviced, please contact Dell Technical Support at 800-247-9252." When I called that number, and waited on hold, I was told that I had to call a different number and start over. The other paper returned with my computer said something about my having to PURCHASE a new hard drive and gave a number to call for that. Since the computer was under warranty, I didn't understand what that meant, so I called. Guess what? Again I was told that I had called the wrong number and I would have to call another number and start over again. Remember that both of the numbers I called were on forms Dell sent me and reached me today. Are they nuts?
Finally, I spoke with someone who was able to answer my questions, but only after putting me on hold. He claimed that my hard drive needed to be replaced, but that the technical support people didn't do that when they service my computer. When I asked why, he said they probably didn't have any in stock. Does this make sense?
Now Dell is supposed to be shipping me a hard drive, which I then have to install. I'll believe it when I see it. And that came only after spending two hours on the phone, most of it on hold.
What struck me most was that none of the many people I spoke with at Dell seemed to care about this. I tried to explain what I had been through with the hopes that something would be done to prevent it from happening again. No such luck. So, if you want my advice, take your business elsewhere. It's not worth the aggravation of having to deal with Dell--a company that regularly promotes its outstanding customer service. I am sending a copy of this review to Dell through Planet Feedback. Let's see if I hear from anyone at Dell. I'm not holding my breath.
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Epinions.com ID:
ralphgot
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Reviews written: 13
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