My experience with Dell

If you have a local business help like some TV consumer reporter or at least the BBB, use it services. Its true after 60-days, or whatever the trail period, you need to act immediately within that period on any discontent, plus if you have problems earlier, act on the warrnty issues. Once, you feel slighted, document everything, calls, letters, enmails, etc. to have a paper trail. USe that as evidence on your behalf to correct the problem, if you really feel sour on the deal, *QUICKLY* act before any billing arrives, don't fall for delaying tactics. It seems too late for you, but register a complaint with your local DA or state office, here the paper trail comes in real handy. As for rebates, did you fill any forms, online or real? If not you really didn't get the rebate process started. Forward that info as required. You have rebate copies? forms, etc.? This all helps you in the long run and YES, you're not alone in such matters. Firmly, and politely contact Dell and start again to clear the problem, get names, contacts, etc. you make it an active issue by doing so. Again check for a local advocate or similar.

good luck -----Willy

how badly Dell has treated you! You might want to check into a class-action lawsuit. I know there's at least one lawsuit underway against Dell in California for shipping things that were different from what clients ordered. Maybe you can still get in on that.

We'd all be a lot better off if more people like you would tell their stories. Thanks again!

My Friend,
I just bought a Dell laptop, and one of the first things they sent me was a list of all my equipment options along with the price I paid, so I could make sure I was getting exactly what I wanted. My guess is you got a similar list but either trashed it, or chose to ignore it.

Your story is so long and convoluted, its tough to get through, but I suspect you are trying to get over on Dell.

I always order my Dells online, and have had no problems thus far. I think during purchase it's better to work with a machine than with a human. At least that way I don't have to decipher their Indian accents to try and figure out what price they just quoted me. But I would second the contactin of a consumer advocate, or the better business board.

I purchased a Dell for my brother last year on the telephone with his credit card and had it delivered to him out of state from me. Several days later he received an invoice acknowledgement with price through the mail.
The computer only took 5 days to deliver and also had an invoice.
Dell's return policy is easy to find at their site:
http://www1.us.dell.com/content/topics/segtopic.aspx/dells_sat_policy?c=us&cs=19&l=en&s=dhs
It also indicates the link on how to fill out the return request form:
http://support.dell.com/support/topics/global.aspx/support/dellcare/en/returns

Kinda hard understanding you not getting ahold of a human every day for 21 days. You could have sent a email, or the return request form within the 21 days. The invoices gives a "Order Number" to put on the 'Return Request' and they can then track who sold the computer.

I ordered a Dell by phone around 6 years ago. It came within 5 days with a invoice list including the total price + shipping charge at that time. The Video Card was the one I ordered, but was an 'OEM' version and did not have the feature that is on the 'Retail' versions you buy in the store. Dell had a 30 day return policy for any reason then and I called them the next day. They very nice (not offshore) and gave me a 'Return Number Authorization' and sent a truck out the next day to pick the PC & monitor up. A few days later my credit card received a credit and I was not charged anything, not even any to/from shipping. I then bought another computer from another company that could give me the video card I wanted.

My brother, and two other relatives who recently purchased a Dell, received what they ordered. So far they have not had a need to call Dell with any problems.

Boy, awful sorry to hear about your problem.

I also recently had a very negative experience with Dell. However, many seem to be satisfied, look at the co?s current sales. Dell does market a good product; the problems seem to occur if you have a question or problem. I have previously owned multiple Dell products and have recommended many to my clients. Unfortunately until Dell changes its business model of only outsourced customer and technical support, they have lost my business.

I would recommend the following:
1) Write a polite but firm letter to Dell corp. in TX explaining your problems. If possible include dates, times and names (at least the fake ones they provide). Also include your contact info. You can obtain address from dell.com, contact us. I sent a very polite letter explaining my ?nightmare? and received a call within a week or so from Dell corp. office in TX. He was not able to resolve my problem but he did offer to assist, provided some options (means to contact Dell in the USA) and did take my complaint.
2) File a complaint with the BBB via their web site.
3) Contact the State Attorney General?s office, not sure if this would be in your state or in TX, you may need to ask an attorney where to file
4) Join the class action lawsuit against Dell via the following link:
http://www.lerachlaw.com/lcsr-cgi-bin/mil?templ=featured/dell.html
5) I you do feel compelled to purchase a Dell, purchase a Business model, not a Home PC. All or part of the customer and technical support for Business models has been returned to the USA (for USA purchases).

I hope this helps and I do ?feel your pain?

Just because a call center is located in India, doesn't mean it has to be a disaster. There are also good, hardworking, honest people there who can speak standard English perfectly well. (I've heard of people attending English "accent therapy" classes in hopes of getting a telephone support job...so they definitely want the work.)

In my opinion, it's poor hiring practices and a lack of proper training, coupled with a knee-jerk reaction on the part of large corporations to always go with the "absolute lowest bid", that is responsible for India's customer-support problems.

(*One of my best friends is from Bangalore. His major at University was English Literature...and he's constantly correcting my grammar, vocabulary, and spelling!)

I am on my second Dell in five years. My first was a Dell T-500 and my latest, a Model 8300. I have always had great support and service from Dell and I havn't heard of anyone having problems with Dell in my area. I ordered my first Dell by phone and my second over the internet from Dell's website. It has never taken over 2 days to recieve the PC's by UPS. Both have worked out of the box.

I have had two problems with hardware. Lighting hit my modem and Dell replaced it in 2 days(no charge). I didn't receive all my CD's with my second PC and Dell had them here in 2 days.

I have been very pleased with Dell and will continue to buy from Dell again. I find it hard to believe that you had such problems.

Randy in Mobile, Alabama

Make that a happy, repeat Dell customer. I have bought two Dells for home use - an XPS-R in 1999 and an 8400 this year. I ordered the first over the phone and the second over the Net. I have also used Dells at work and been very happy with them.

The XPS-R arrived with a software package I had ordered installed, but without the CD. One phone call and it was there the next day. Everything worked - right out of the box - and it is still working. It came with Windows 98, I later upgraded to SE and I now run Linux and use it as a home file server. Over the last six years, I have talked with tech support a few times and e-mailed them once. My problems were handled quickly and professionally.

When I decided it was time for a new machine - late last year - I researched all of the major manufacturers, some of the smaller ones and considered building my own. Out of all of the manufacturers, only Dell allowed me to order my machine exactly (well almost) as I wanted it AND at the best price of the bunch.

The ?almost as I wanted it? almost put me off Dell - I?m glad now it didn?t. My one complaint is that Dell would not ship me a computer without either McAfee or Norton antivirus preinstalled - even after electing the ?no antivirus? option. Both of these programs are real pains to uninstall completely and tend to interfere with other a/v software. I went round and round with sales support and tech support prior to purchase with no luck. The machine came with McAfee installed and one of the first things I did was uninstall it and install my choice of a/v programs.

My 8400 arrived, exactly as ordered, in just a few days. My final cost was LOWER than what I?d ordered on the website - one of my optional component?s price was lower than quoted and Dell passed the savings along to me. Everything worked and is still working. I completed setting it up my way and I haven?t had a reason to call tech support.

I know that they occasionally build a lemon, and that some of their support and return policies may seem irrational to some people. I?m sympathetic when that happens and irritated when any supplier doesn?t go out of their way to make it right. However, unless something drastically changes, my next computer will be a Dell. I recommend Dell to all of my friends and family who ask.

I have bought Dell computers for many years for both personal and business use. I have never had an unresolved problem. Yes, I have had a harddrive go out after 30 days, but Dell responded immedately (within 24 hours) with a new harddrive. However, I can only remember this happening once and I buy many computers.

I have been a very satisfied customer of Dell for many years.

Dear Sir / Madam

I read your article on Dell with great interest!!
My experience was in no way as bad as yours. Although it does confirm that Dell's Customer Service is very bad. I purchased a Dell Dimention 8300. The PC was delivered with no mains lead for the Tower unit. After numerous phone calls and E - MAILS to Dell's Customer Service, I received assurances and promises that I would receive a mains lead within 5 working days. This never materialised. After six weeks I told them not to bother and purchased one from Comets. . This PC USES the Sata Hard Drive. Afer 3 days in use the HD packed up and had to be replaced!! This level of quality from a reputable manufacture does not inspire confidence in customers !!

Thanking you

Clive Randall

I think it's pretty clear that buying from Dell is a "crap shoot" (no pun intended), with some people being lucky and some unlucky. (Since Dell can't seem to get it right consistently.)

Here's what I'd suggest to anyone considering buying from Dell:

1) Order online. If you print everything out, you shouldn't have any "misunderstandings" to worry about. (This should prevent any "he said/she said" problems...a.k.a. "lying salesman/creative memory syndrome".)

2) If you have any problems with the unit within the "no quibble" return period (or if it's not exactly what you ordered), just return it. Tell them you don't like the color. Insist they take it back for a full refund. Delaying things until the return period has passed seems to be a common tactic with Dell, and "defective" usually means "defective". You can always order another unit later. (Tell them you wanted to check the color again--just to be fair.)

3) Check all charges carefully, and compare them to your computerized print-out. If anything isn't exactly as it should be, return the unit. (If you get a refund, it won't matter if they've overcharged you...right?)

4) Don't worry about any shipping costs involved in returning the unit. A turkey will cost you a lot more than you realize (no calculator for frustration), so don't delay or let anyone disuade you. Be smart, and you'll be happy!

When you get a Dell that isn't a turkey, it seems to be a fine computer for the price. So, with a little precaution, you should be able to make a deal that works for you.

While my experience with Dell has typically been very good and I also support 100+ Dell computers, you should not take things lying down.
First off, it is very importent that you have documentation on everything. When you start asking that they (or any company)to put in writting what the resolution will be, you will start seeing some action.
Second, contact your state attorney generals office or see if you have a consumer complaint office. [Look in the phone book under state gov.] They may be able to provide you with specific laws that may pertain to you (Lemon laws for example). You may have to send Dell a letter which of course you will cc: to the AGs' office. THAT should get some action.
Lastly, don't buy an other Dimension. I have seen some float through where I work and they have been problem machines. Get the Optiplex series.

Just found out today that my 3.5 floopy disc went too. Now all I need is for the cd-rom/rw drive to go and then every part of my system will be new!! Gotta LOVE this system. I got a back up hard drive today, so now at least my files are safe... But Dell couldn't even do this right. Paid for overnight shipping...they shipped it ground. Just one more strike. I might believe that people do have good Dell experiences if everytime I talked to a rep I didn't get the run around. In there defence they have made a few efforts to remedy the situation, but not even close to what they should have done, it only took me 40hrs or so to get them to do something, not bad when you've been jerked around everytime you deal with them!! Still will never buy another Dell, tell everyone I know not to buy a dell and tell everyone I tell to tell everyone they know! Dell is not honest!!!