Has Dell Gotten Worse?
Written: Feb 12 '03 (Updated Feb 12 '03)
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I recently purchased a Dimension 4500 Series computer from Dell, having retired a Dimension V400c that I had owned for four years and was very happy with. My first experience with Dell went without incident, so I figured that I would again give them a try.
Wrong choice.
First of all, I did not receive my computer until more than three weeks after ordering (so much for Just In Time manufacturing!). When it did arrive, the computer worked fine but the flat panel monitor that I ordered with it did not contain the appropriate cables for hook-up.
I called customer service, told them I was missing the cables, and was initially told "they're not included". When I mentioned that the manual showed them to be included in the box, the customer service rep told me "I'll need to fax that page and we'll see if we can send them to you IF THAT'S TRUE". Still staying calm, I asked if they could take a look at a manual there and see what I'm talking about -- the response was "we can't do that". When I asked why, the answer was "we just can't".
Frustration!
I faxed the page, and *ten* days later I received a response that I would receive a whole new monitor and to send the entire package back with the initial monitor. AGAIN, no cables!
I called again, then was told to go to a computer store to purchase the cables myself, send the receipt, and I would be reimbursed. Unfortunately, with this type of monitor, one end of one of the necessary cables was apparently very rare and three computer stores in Boston told me I wouldn't be able to find it anywhere.
MORE frustration!
I called back, and *four* days later was told that I could choose a replacement as soon as I ship back the second monitor (you realize now that I had been without a monitor and, therefore, a computer for three weeks). Once I got authorization, I chose another flat-panel display and was told that I would receive it in 7-10 business days.
10 business days later, and STILL no monitor.
I called Dell again, and was told that they were out of stock for that monitor and would credit my account for the cost of the original display.
Never, NEVER will I use Dell again ... I have a Hewlett Packard laptop now that I use more than my desktop, and its performance has been far above my Dell.
Again, avoid Dell ... visit your local Circuit City or Best Buy, look for outstanding computers there, and leave with the satisfaction knowing that if you have problems such as mine, they will be readily taken care of.
Recommended:
No
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About the Author
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Trusted by: 28 members
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