And they want to ballyhoo about how supposedly, dell factory techies are on/in these dell forums......hah!
Dell admit fault?????
Surely you jest!!!
Good Luck.......you'll need boatloads of it.
Suggestion: spend a half-hour or so hanging around the laptops at best buy a coupla' times a week and tell potential dell purchasers about your experience......I've been at it for a coupla' weeks and while it hasn't fixed my frustratiron 1545 it has been a bit satisfying converting them to toshiba or HP.
Greetings,
I'm here to share my experience with Dell customer support (or more appropriately lack thereof). I ordered a Studio XPS 16 laptop from the Dell Outlet website. I am completely frustrated at this point. The machine arrived in non-working order. A service tech spent 4 hours in my home and left the machine worse than when he started ( and this after I'd spent several hours on the phone with tech support). I also spent a number of hours with customer care reps over policy issues and over an hour in a chat session with tech support. I ordered my machine on 4/14, my credit card was billed on 4/15, and the replacement was ordered on 4/23. They told me the replacement would take 7 business days to arrive, but I still don't have a working laptop on 5/13. In a chat session last week, I was promised by tech support that they would "own it"; they said they would expedite the order and call me with an update on 4/9 (didn't happen). A customer care rep who gave me his email address has not responded to three emails that have been sent over the past couple of weeks. Not returning emails or making phone calls as promised is completely unacceptable customer service. My wife called Dell support as well and tried to talk with a supervisor to discuss her displeasure with our experience...and she was eventually hung up on. When we're not being hung up on, we're getting scripted messages and eventually being told what-we-want-to-hear just to get us off the phone. Then there's no way to get in contact with anyone you've worked with previously and anyone's supervisor. The rep ids you are given in chat sessions, etc., don't seem to mean anything to anyone. We read online that what we are experiencing is all too common--apparently there are a great many customers who have very similar poor experiences related to Dell online orders. Very frustrating.
Again, just wanted to share for those who are considering ordering from Dell online/outlet. Also, if there are any Dell reps monitoring this site, I'd greatly appreciate any help or suggestions you can offer.
Thanks.

Chowhound
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