Sales & Service
Feb 02 '03
The Bottom Line Dell desktops are basically reliable machines. But, if you ever need to replace a part or require technical support, you'll wish you had chosen a different manufacturer.
I am a Systems Administrator for a company headquartered in Chicago, with 10 offices around the country. At least 50% of the system is composed of Dell products. Here are a few of my experiences with Dell technical and sales support:
I ordered a replacement hard drive for one of my Dell's. The machine was needed in one of our offices by the end of January. So I placed the order on the 14th. of the month, received the order form and submitted it on-line according to the instructions. A week later, the drive had not arrived and after contacting Dell, was told that the order was on hold, pending the submittal of a faxed order with a signature. And so, I made a special trip into the office on Saturday to fax-in the order to make sure the drive arrived on time. I waited five business days and the drive still had not arrived. And so, I contacted Dell via email and they told me that the order had been canceled because the date on the original order had expired? and that a new order would have to be submitted. And so, it is now the end of the month, I will not be able to meet the need of the remote office, and I am resubmitting the order for the third time! And so, I wrote to Dell, saying that as "unF_believable as this comedy of errors was, that I hoped they would give this latest order some attention". Apparently, they took offense at the use of an expletive, which I felt was completely warranted, and then they actually called my office to complain! Apparently, unaware that I am in a leadership position and do not formally report to anyone. Needless to say, we will not be buying any Dells in the future and we will not be renewing any service agreements, which may as well be written on toilet paper. My private clients will not be buying any Dells in the future. And if I am asked by anyone (which I often am) about what computer to buy, the first thing I will tell them is, DON'T BUY A DELL!
On another occasion, I called about a bad power supply on one of the laptops. The machine would not boot. After a half-hour of navigating through the labyrinth of automated phone menu choices I finally got to a tech. We ran through a bunch of diagnostics and determined that the power supply was bad, imagine that!. And so, they were to send a replacement. After a week, the part did not arrive and so I called again. Another half-hour and I got to a tech. who said that for some reason the ticket had been closed. And that he would have to open a new ticket and run through the diagnostic process again. As it was, I was already a little hacked-off about their screw-up and then they wanted me to waste more of my time by running though the diagnostic process which had already been documented in the previous call. When I complained about this, they told me that if I refused, they would not help me. Nice!
 |
|
|
|
|
|
|
Epinions.com ID:
dellirious
|
|
Reviews written: 4
Trusted by: 0 members
|
|
|
© 1999-2009 Shopping.com, Inc.