I never thought I'd say this, but...

Posted on

Member Since: Apr 26, 2002

...screw Dell.

Now, I've been an avid supporter of Dell's products for 5 years or so, but this just makes me so mad.

On friday, the HD on my MP3 player went bad. After 1 AND 1/2 HOURS on hold, durring which I was asked to enter my service tag number a total of 6 times, I finally got to speak with someone, who asked me for my service tag number AGAIN. After half an hour of performing the same tests over and over again, she determined my HD was bad. She said they'd send me a new one free of charge.

Today, it arrives. Not only is it a 15 gig (my old one was a 20), but it uses updated drivers which they apparently didn't feel the need to send with it. The tech support on their website is being no help, and I'm about to just ask for my money back and buy an iPod.

Sorry... I just needed to rant.

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Since: Dec 15, 2004

Mar 28, 2005 11:09 am

Tech support for the larger companies is usually worthless. I am going through some difficulty myself with a company in regards to a newly purchased motherboard. I hope Dell doesnt drag it out for 1 month like newegg has done to me. Best of luck.

Since: Apr 03, 2002

Mar 28, 2005 11:20 am

Yeah, nobody knows the meaning of customer support any more...well, except dB Masters Multimedia and Har-Bal. :-)

Lost for words with all to say.
Since: Sep 12, 2003

Mar 28, 2005 11:57 am

Dell service is either hit or miss for me. You tell them you have runned the test already because you know they will ask for you too, and yet they still want you to do so on the phone AGAIN. About your HD, I would raise hell on that one. Ask them why on earth where you sent a lesser HD then what you had and why they didn't include the drivers for it. Raise enough hell, they might give you something even better.

On a side note, iPod rules......:)

Since: Apr 26, 2002

Mar 28, 2005 12:00 pm

Well, long story short, I now have a 20 gig HD on the way, and they gave me the links to download the updated software.

Funny thing, as I was working with them my internet became painfully slow, so I got off the phone with them and called Comcast. I got to speak with someone (right away!) who didn't have an impossible to understand accent and he fixed my problem in under 30 seconds.

So Comcast just scored 10 points, and Dell... eh, I guess I'll give them 4 points because they DID make things right, even if it was a pain in the ***.

Dub head
Since: May 03, 2004

Mar 28, 2005 12:09 pm

Dell is horrible. I have a brand new 8100 and it runs great. However, thier service is god awful. They have lost my payments, several times. Charged me late fees when they lost my payments. I have had to send them my bank statements just to prove that I sent my payments ontime and it was cleared. I've seriously spent a total of 10 hours+ on the phone with thier robots of customer service representives who know nothing but what they read from a sheet of paper. Thier management is just as dumb and never any more help. Good computers... but very, very poor service.


Mar 28, 2005 12:37 pm

im currently thinking of getting a Dell puter, i dont really care about customer service, cause it all sux, vut it seems they have the cheapest prices, or do they? ne1? is there a better alternative? and no i dont want to put the computer together myself from parts from various vendors.

Hold 'Em Czar
Since: Dec 30, 2004

Mar 28, 2005 01:02 pm

i'm totally happy with mine....i've put a few together and to me, it's just not worth it...i like starting off with a near top of the line...then slowly overtime upgrading individual componants one at a time, and by the time you're done with it, it's a whole new computer. i bought a PII 400mhz, back in '99 and it lasted to late 2004! infact it's old harddrive (not original but the upgraded one) is my audio drive now.

Lost for words with all to say.
Since: Sep 12, 2003

Mar 28, 2005 01:56 pm

I have a PII 266mhz I bought in 97' and it still goes!!! Course, I have replaced the HD and added memory. I gave it to my parents and it does great for surfing the internet.

Ignorance Is Strength
Since: Nov 10, 2002

Mar 28, 2005 02:29 pm

Buy a Mac.

Since: Jan 18, 2003

Mar 28, 2005 03:15 pm

i like my dell computer. as for the customer service, i have learned, very slowly and painfully, that sometimes you just have to yell. sometimes thats the only thing that has any effect.

after hurricane charley last summer, the cable company came out to fill a pre-scheduled maintenence or something on our line. the cable had been working fine. but the guy came, broke it, and left. i called up and said 'we had service, your man came out and broke our digital lives. he like cut the line or something, so get back here pronto: you owe us.'

they said 'due to the hurricane it could be up to 2 months until we can send a man. got a ton of work orders right now. sorry, sir, but we cant bump you to the top.'

'but YOU did this. i had no hand in ordering any intervention of any kind. your non-english-speaking man simply came out here unbidden, slowly smoked a cigarette, sliced the line with a shovel and then drove away. what the hell kind of company are you?'

besides the general unfairness of the episode, this house utilizes a cable modem, so i had to do something. i waded through 4 levels of managers and got someone to help out on the phone so we could gang up, and then just steadily raised hell. they sent someone 3 days later.

lesson: call back and immediately start asking for 'your manager' and be insistent about it. really, really insistent. believe you are in control and that you wont take no for an answer. be prepared to be on hold, though.

Since: Apr 26, 2002

Mar 28, 2005 03:15 pm

"Good computers... but very, very poor service."

I concur completely.

Czar of Midi
Since: Apr 04, 2002

Mar 28, 2005 06:48 pm

My solution to this scary Dell thing.

Build one yourself. It is much easier, most of the time anyway. And you generally get a better PC for the money. And your not tied into their specific upgrades when you need them.

Eat Spam before it eats YOU!!!
Since: May 11, 2002

Mar 31, 2005 09:14 am

Just ask to speak with "level 4" j/k ...thats the inventor right? :)

I have a Compaq Pentium 200, 24MB RAM, 2Gig HD...thats been stripped of pretty mich everything else... (bought in 96) running as my Linux webserver.

Since: Apr 03, 2002

Mar 31, 2005 09:58 am

I dunno, I think my days of building anything except my DAW are over. My next family PC will be a Dell or an HP...I am tired of building, fixing and supporting all my home machines...it's a pain. For a DAW it's worth it and almost necessary for the best machine, but for typical home use, I have grown weary of the work.

Dell is great support if you are a company with corporate contracts...individual I have never heard anyone speak bad about it really...

Since: Feb 07, 2005

Mar 31, 2005 01:26 pm

We use Dell exclusively for our servers at work. We have about 12 of them now. Their corporate service is awesome. Anytime we needed them (very seldom as their servers are very reliable) they have shown up on site within hours. However we do pay extra for this service.

I don't own a Dell personally, and thankfully I haven't had to go through the pain that some of you have.

Lost for words with all to say.
Since: Sep 12, 2003

Mar 31, 2005 02:24 pm

At my old job, we had the 24 hour turn over thing. Very cool to have but even that was pricey. Hate to see what their 3-6 hour thing cost.

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