Rant - Why Dell can go to hell
Filed under: Ripoffs and Scams
Just over a year ago, my workhorse Toshiba laptop finally bit the dust and I made the ill-fated decision to order a Dell Inspirion 1520. Over the next year, I experienced dozens of blue-screen deaths, but managed to minimize them by denying myself the use of some software I had been accustomed to, such as Firefox. Then, last week, for no reason, my Dell decided it would no longer recognize the AC adapter as an authentic Dell product, and therefore reduced the processor speed dramatically and refused to recharge the battery.You may ask how and why Dell chose to police the AC adapter used to power its PCs? The how is a small wire in the hollow of the adapter plug that sends a identifying signal to the motherboard. The why is profit; a genuine Dell recharger runs $70, while an identical aftermarket charger (except for the tattletale circuit) is a third that.
So I break down and spring for a new Dell charger, only to find that it, too, is not recognized by my Dell laptop. Then the "product support" fun begins.
First, like the good computer consumer, I search the Dell support articles, which, of course, are of no help. When I search the Dell Forum though, the customer-to-customer chat site, I discover hundreds of other users have experienced the same problem, and the general solution seems to be a motherboard replacement. $$$$. Of course, the easy solution would be for Dell to rewrite the operating software to delete the authenticity barrier.I call Dell, attempting to ask what I consider a very simple question: is there a software tweak that will fix this issue? However, I end up in Dell Hell, populated by customer service reps with accents I have trouble deciphering, but unanimous in their dedication to prying a year's worth of extended warranty out of my pocket. As I work my way through the maze of reps, each professing to handle an aspect of the business but all focused on selling me a contract, I quickly realize that I've become dead to Dell one second after my warranty expired.
The reps don't even listen to my question, but, like wind-up dolls, resume their warranty pitch whenever I pause. Finally, after talking to half the population of Hyderabad, I'm hooked up with Dell's pay-as-you-go tech support. While on hold, I'm pitched on Dell's new, upgraded support which promises to hook me up with a North American that is highly trained in Dell support- for an additional charge. How absurd is that?
The pay-as-you-go rep tells me that it will cost $49 plus tax for me to consult Dell's Inspirion expert. I question why I would pay so much to be told that I need a new motherboard, but she convinces me that the problem could stem from other, less expensive, reasons, so I bite the bullet and pay the $49. The tech person I'm then forwarded to takes all of two minutes to diagnose.... ah, you knew this was coming. A trashed motherboard. He doesn't, however, know how much it would cost to replace, so I'm forwarded to yet another department, where I cool my heels on line for half an hour before I learn that it will cost me $350 to repair.
Perhaps all computer companies are this lame, but I fail to see how. Incompetence and customer disservice of this magnitude is surely world-class.
Reader Comments (Page 1 of 2)
1-21-2009 @ 12:23PM
Linda said...
Dell's customer service is the pitts!!!! I've never spoken to such rude people in customer service in my life. First of all, you can't understand a word they are saying. It is quite frustrating. It's terrible when you live in America, call a company based in America for service, and speak to someone thousands of miles away on another continent. Meanwhile there are millions of Americans out of work now. I hope our new President can do something about that.
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1-21-2009 @ 2:01PM
Gary E. Sattler said...
Tom, the saddest part about this story is knowing that right at this very moment, hundreds or perhaps thousands of consumers are dealing with similar problems.
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1-21-2009 @ 12:41PM
Terry Jourdain said...
Man, I have a horror story about Dell myself.Brand new laptop in 03..Same issues, first the charger would not work,they replaced it no problem.. then the whole unit would not turn on.I return it and they tell me that I either...and i QUOTE "either spillage or was dropped".....I asked the poor guy in India or wherever they are..."do you realize what you just said? its a total contradiction..." I had to contact my local news channel to help me out. With Dell not wanting to risk the humiliation of Western New Yorkers, they quickly offered me a replacement laptop that was even better than the one I had before. Then out of nowhere maybe a month later I get a post card saying that the type of laptop I had needed to be returned it had flaws.....Hmm NO CRAP!!!. I vowed never to buy Dell again. But the funny thing is...I'm typing this on an ANCIENT Inspiron 2500 that was obviously built well......Its my travel laptop as i'm on a trip to Chicago. Dell is DEAD to me....
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1-21-2009 @ 1:14PM
George said...
I too, have a horror story about the "blue death" on only a Dell computer. I could get no answers from Dell and I now have a Sony which this problem has never occurred in the years I've had it. Dell can go to hell!!
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2-12-2009 @ 2:55PM
AC DC said...
Hint - write a letter to Michael Dell himself c/o corporate offices in Round Rock TX - No Joke. This will be routed to someone American who actually understands CUSTOMER SERVICE and is not programmed liKE a robot to spit out indistinguishable denials. YOu will hear from Dell CORPORATE AND LIKELY REACH A REASONABLE RESOLUTION.
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1-21-2009 @ 2:12PM
oneryjr2 said...
I too have a new Dell desk top PC. Hate it. Hate Vista! and this will be my last Dell product. Oh give me HP anytime!!!
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4-18-2009 @ 3:15PM
Alan said...
I feel your pain here..BUT I can say that HP is equally bad in customer service. Same story! Computers are just a PAIN! LOL
1-21-2009 @ 2:17PM
PHIL said...
Thanks for the info. Looking for a laptop...guess No Dell for this Dude..how are hp's?
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1-21-2009 @ 2:38PM
DennisK said...
Dell is great compared to Gateway. I replaced an old Dell with a Gateway laptop in Dec. 2006. By the August of 2008 the laptop wouldn't even turn on. I checked with Gateway and was told the laptop only had a one year warranty. I took the laptop in to a local computer shop. I was told the computer needed a new motherboard. After several weeks I was told there is a problem because they couldn't locate a replacement motherboard. Apparently, Gateway builds their computers so that you have to use genuine Gateway parts. I contacted Gateway and after several phone calls, because you mysteriously get disconnected after about 20 minutes every time, I was told by Gateway that there is nothing they could do since my laptop is out of warranty. The manager went on to tell me that Gateway now only builds computers, Gateway no longer sells or services Gateway computers. I was given contact information for the 2 vendors that sell genuine Gateway parts. The first only handles parts for desktops, and I had a laptop. The second, and Gateway's only supplier of parts for laptops, told me basically that they were already geared up for Christmas sales and would not even take orders on parts until after the first of the year. Then was in early Sept. So I had to leave my year and a half old laptop in the shop for another four months (it had already been in the shop for over 2 months) before the part could even be ordered. This was all on of of Gateway's better (definitely not the cheapest) laptops that I paid extra for because of Gateway's advertised quality, service and dependability.
1-21-2009 @ 3:17PM
Ja Jones said...
I have three HP/Compaq desktops and an HP/Compaq laptop. They're reliable and easy to fix/upgrade yourself and the customer service isn't terrible. The price isn't half bad for what you get either, my laptop (Presario M2000) was a solid $1200 3-4 years ago though, including a screen warranty (which I highly recommend on any laptop) isn't a gaming or high performance laptop but it's still my reliable workhorse computer (with some upgrades) despite the newer desktops I have. I personally would recommend HP/Compaq over Dell any day.
1-21-2009 @ 2:44PM
Connie said...
Will someone out there please help me resolve a matter with Dell because Dell refuses to. I ordered a television set from Dell, then immediately cancelled. However, Dell refuses to remove a $315.00 extended warranty charge which I purchased at the same time that I ordered the television. I have made at least 20 calls to Dell Customer Service to remove this charge. The telephone customer service reps keep switching me from one department to another or just simply hang up on me and the charge keeps appearing on my monthly statement.. I suppose my next step is to call some Consumer Protection agency. I will never, ever buy another product from Dell. Those Customer Service reps are rude and highly incompetent.
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1-21-2009 @ 3:27PM
Beth Schoedl said...
Contact your Attorney General -- or better yet, local news station. Dell has complaints filed against it by 46 states. If you are in NY, you're in great shape. It's the only state to actually file suit against Dell. I've had my own ongoing Dell hell since late November...the typical Dell "blue death" (100% dead) in on only 9 months. After sending a tech 3 times, it was finally fixed, but still crashes constantly. I've been pushing for a replacement computer. Their idiotic response: We will offer you a refurbished machine. This is undoubtedly the worst company I have ever dealt with and will NEVER buy another Dell product as long as I live.
1-21-2009 @ 2:53PM
Dee said...
I worked for Dell sales for a few years and I know the only real tricks to dealing with Dell customer service, and financial problems. If you got a Dell Preferred account you would need to call Dell Financial Services and dispute the charge. Don't call customer service, that's not their thing. If it's a charge on your credit card, you would have to go to them as an undisputed charge and then Dell couldn't dispute it with you. You also need to m\ake sure you're not being charged a restocking fee. How long did you wait before you cancelled? Dell is pretty quick about getting things to ship.
1-21-2009 @ 3:02PM
Syl said...
If you do not get a refund file a compliant with your state's attorney general's office and the Federal Trade Commission.
1-21-2009 @ 3:35PM
Kim said...
Connie - your best chance for a refund/cancellation is to go through your credit card company - they have the ability to fight it out with Dell !
1-21-2009 @ 3:23PM
Don R said...
If you put it on one of your credit cards call them.If it's a DEll cc you will have to do what I've done. File a Federal law suit for fraud. There's an on going New York State federal lawsuit against Dell.
1-21-2009 @ 2:48PM
CR said...
I had a Dell Inspiron 1150 laptop and will never get a Dell again. I had similar problems as others which started happening just after the warranty ended. Someone actually told me they were "designed" to fail (maybe a little hard to believe) and that this particular model had charging issues, which is what I experienced after a short period of time.
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1-21-2009 @ 3:16PM
Lisa said...
While I have to admit that I have had my share of problems with Dell, I have to give credit where credit is due. I recently started having serious start-up problems with my Inspiron 1501 and ended up having to extend my warranty and send the laptop in for repair. I reported the problem on the 12th of January and the next day I received a box via Fedex to ship the laptop to the CS service center. The laptop came back this afternoon and works just fine. Did I like having to extend my warranty? No, but I'm glad I did. Do I like speaking with customer service reps in a foreign country or having to pay extra money if I want to speak to a North American rep (thats just wrong on sooo many levels) no, which is why I use the live online chat with customer service feature whenever I can.
I'm sorry to hear about all of the problems so many folks are having with Dell (goodness knows I've had my share) but there are some good things about Dell. I guess you have to learn to take the bitter with the sweet.
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1-21-2009 @ 2:56PM
Dee said...
Unfortunately, the less expensive notebooks and desktops are meant to be "disposable" so that when it does fall apart you "learn your lesson"
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1-21-2009 @ 3:03PM
Irv said...
I, too, have had my share of absurdities with Dell. After eight long and tedious calls to their tech support in God knows where, they fail to correct the problem which, it turns out was initially caused by a defective new part which they shipped me. They finally inform me that the problem is a software one. They, however, do not even attempt to solve software problems (their own software). Instead you must pay a separate fee to get any software assistance and there is, of course, no way to know whether their assistance will really help. The crass indifference to customers, except for their fanatical desire to sell you an extension of their 'service' is amazing. I was fool enough to buy the extension. They fail, however, to let you know that the warranty is for hardware only. Also, that except in very special circumstances, you are expected to install the hardware yourself if it has to be replaced. I shall never even consider buying any Dell product again.
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