Dell Computers

Below is a letter that I have written to Michael Dell

AND the Board of Directors of Dell Computers. I do not

expect any of them to actually read them but I'm

hoping SOMEBODY will.

Since writing this letter, I happened to, by chance,

get someone in customer service willing to listen to

me and got an authorization to return my 5 week old

computer with a full refund. I will wait and see if my

account will actually be credited the first time

without me having to "fight" for it. The following is

actually TRUE and I advise ANYONE to NEVER purchase

ANYTHING from Dell Computers.

Dear Mr. Dell-

I am writing to you to describe the absolutely

horrible experiences that I have had with your

company.

Mr.Dell, I am completely furious with your company.

At this point of writing this letter, I have spent

over 12 DOCUMENTED hours of my OWN time speaking with

your technical support department and installing

operating systems, hard drives and drivers and I STILL

do not have a computer that is working. I am also

curious as to WHY, for a 5 week old, $1200 computer, I

am getting “refurbished” parts to replace my new parts

AND that my hard drive has had to be replaced 4 times

now.

Unfortunately Mr. Dell, the following is true:

1. I received my Dell Inspirion Notebook on June 27,

2006. On July 24, 2006 my notebook’s hard drive

crashed. I was on the phone with your technical

support for over 2 hours before it was diagnosed as a

“corrupt” hard drive. I was told that a NEW hard drive

would be sent to me the next day. As promised, the

hard drive arrived, fully installed with software,

however “refurbished.”

2. My computer worked perfectly until August 3, 2006

when the hard drive crashed again. I was on the phone

with your technical support, once again, for almost 2

hours. The technician told me that the next day, a

technician would be dispatched to my home to install a

new hard drive again and a new motherboard.

3. On August 4th, I did not receive a call from a

technician which prompted me to call Dell again to

inquire as to why a technician was not calling me. I

had called your “Customer Care” line. They told me

that this was not the correct area to call and that I

would need to speak again to technical support, who,

by the way is located in India (as you know) and I

find very difficult to understand.

4. I was then connected to the wrong technical

support after being on hold for 20 minutes and he

connected me to the correct technical support after

being on hold another 15 minutes. At this time, I was

told that there was NO RECORD of my conversation the

day before and that there was not a technician

dispatched to my home.

5. After another 2 HOURS on the phone, it was

diagnosed that I needed another hard drive and that

the motherboard seemed fine. I was then connected to

one of your supervisors, SAM, who assured me (as they

ALL did) that he will take personal responsibility for

my computer and he went as far as giving me his

personal voice mail number.

6. As promised, I received my 3rd hard drive, a

refurbished one, (2nd replacement) the next day only

to find that it was ALSO not working. I had to once

again call your technical support but this time, I

called Sam, the supervisor on his “direct line” and

never received a call back from him.

7. I called again to technical support on August 4th,

and after about 2 hours, was told that I, indeed,

needed a new motherboard and another new hard drive. I

was told that Monday or Tuesday, a technician will be

out to my home to fix my computer.

8. On August 7th, Joey, from technical support called

me in reference to an email I had sent him a week

earlier, asking for assistance. He said he just

received the email today and I asked him to look at

the date I had sent it. He acknowledged that it had

been sent a week ago. He said he feels that this case

is getting “out of control” and that he will be

sending it to the “escalation department” where

someone will contact me within 24-48 hours.

9. On August 7th, Monday, the technician installed my

new motherboard and another refurbished hard drive. He

advised me that the hard drive was NOT preinstalled

with the necessary software and drivers for my

computer to operate. I am a social worker by trade,

not a computer technician and I am perplexed as to WHY

I would be sent an empty hard drive. The technician

said he is not allowed to install software and that I

would have to call technical support ONCE AGAIN to get

assistance.

10. I was on the phone for 1 hour and 23 minutes when

this technician said he could no longer help me and

that he would have to transfer me to the “wireless”

department.

11. I was on hold for 25 minutes before that

department answered. At that time, he told me that I

would have to reinstall my router, etc etc. At this

point, between working with the technician that came

to my home, installing the operating system and

attempting to install my drivers, I was now at 4 hours

and 10 minutes working on this computer tonight.

I am asking for a FULL REFUND for my computer and I

will GLADLY send this useless piece of machinery back

to you upon receipt of a prepaid packaging and

authorization from Dell computers. I also, will be

sending my son’s notebook back to you (it’s 2 weeks

old) and I also expect a full refund for that system

as well.

I will not let this situation go, Mr. Dell until I get

the full resolution that I am asking for.

Thank you for your time.

__________________________________________________

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