DELL Computers

DELL Computers APPALLING SERVICE.

DO NOT BUY FROM DELL

DETAILS BELOW:

To detail my complaint I will include the letter of complaint I sent to Dell, followed by their e-mail response, followed by my e-mail response to that. You can see for yourself that the service they have provided me with is extremely bad and that I have a legitimate complaint and you can see their total lack of interest in my complaint.

06/02/06

Order Number: *********

Dear sir/madam,

I recently purchased a desktop computer system from you and am writing in complaint of the appalling service that I have received. I bought my system from Dell because I had heard that their customer service was second to none and this is a very important factor for me when choosing a company to purchase a major item. Therefore when I required the use of your after sale technical support I was surprised at the abysmal service I received and felt let down after choosing your company based on the belief that your customer service was exceptional only to find that it was anything but.

I purchased the system in late December and it was delivered to me in early January. I started to set up my system and spent most of a weekend loading all my programmes and files. Once this was almost complete I noticed that some of the display settings would change after I restarted the system. Specifically, I changed the display settings to the windows classic style but when I rebooted the system it would change to windows XP style. It should not do this, it should retain the settings that I programmed in and so I phoned the support line for help. Whilst on the phone we tried running through a number of things in an attempt to resolve the issue but nothing seemed to help. I was on the phone for over an hour, including the time I spent on hold, but the technical advisor could not solve the issue. She asked if she could phone me back the next day to give her time to investigate into the problem and try to find a solution. I agreed to this and waited for her call the next day. The following day she phoned me back and we tried a few more things but again the problem remained. She asked if I could give her a few more days to carry out further research, she mentioned that she would speak with the hardware technicians and call me back once again.

On the following Saturday I had not heard back from her yet and so I phoned once again to see if there was any progress on the matter. This time I was connected to a gentleman and I explained the problem I was having and what had been done so far. He then ran through a few things with me again in an attempt to fix the problem but still the problem persisted. He said that the next thing to try was to reinstall windows and that he would have to transfer me to a different department where they would sort out sending me a new copy of windows. He said however, there would be a charge for this. Straight away I said that I would not pay a penny for anything that was required to fix the problem as the computer had come to me in this state and therefore it was to be fixed with no extra cost to me. He could not see my point and said that there would be a charge. I asked to speak to his manager and he put me through. After explaining the problem to the manager he agreed to send me the copy of windows free of charge. I don’t know why they were trying to charge me for this, it was clearly a fault that the computer had arrived with and I felt like they were trying to extort extra money out of me.

Then I encountered problems trying to receive and set up this new copy of windows.

Firstly, the package had to be signed for when it was delivered but they could only deliver it between 9am & 5pm Monday – Friday. I explained that I was out at work during these times and it would therefore be impossible for it to be delivered to me if a signature was required. They were unable to sort out a suitable alternative time for delivery when I would be at home and able to sign for it. Eventually we decided that it would be delivered to my wife’s work on the Tuesday. The second problem I encountered was that the technician had to phone me to talk me through reinstalling the software. He said that he could only phone Monday – Friday 8am – 6pm. Again, this is no good to me as I am out at work during these times. I said that the call centre was open until 8pm because I had phoned the previous week at approximately 7pm and been told that they were open until 8pm. I was on the phone until 8pm the previous week and this was when the lady said she would further investigate and call me back obviously because they were closing. However, he insisted that they closed at 6pm. Therefore we agreed that he would phone me at 5.30pm on the Wednesday once I had the disc in my possession. I explained that this would cause me to have to leave work early and rush home for his phone call but he said that was the best he could do. I was unhappy with this and asked to complain. He said that he was only a technical manager and to complain I needed to speak to the customer care department. I asked top be put through to them but he said they were not in, I’d have to phone back Monday-Friday 8am – 5pm. Again this was no use to me, I was going round in circles. It seems to me that your support phone lines are open at a very inconvenient time to the majority of your customers who are out at work all day. I said there was no way I can phone during these times because I am at work all day. I do not work in an office and therefore have no access to a phone at work for making such calls. To use my mobile phone would cost too much phoning a national rate number. That aside, I do not have a long enough break during the day to make such a call, especially if I wait on hold for an extended amount of time, which I normally would when phoning. I explained this problem to him and he said he would get someone from the customer services department to phone me Monday or Tuesday night about 6pm. I said that would be perfect and thanked him for his help. He also said that the technician would phone me on Wednesday night to assist me installing my new copy of windows.

I arranged with my boss on Monday, Tuesday, and Wednesday to leave work early and rushed home on these nights as I was due a phone call from customer services and the technician. Monday came, then Tuesday night but they never called. I received the discs on Tuesday and awaited the technicians’ call on Wednesday. He never called on the Wednesday night either. Once I realised he was not going to call, round about 5.50, I tried phoning myself but by the time I got through I was told that the lines were almost closed and that I would have to call back the following day. I was very annoyed by this point. I had been promised two calls and had not received either of them.

The following night I had to phone again to ask for assistance in installing my new copy of windows. The man I spoke to that night started running through things that I had already tried. I explained that I had tried all these things and that all I wanted was for him to talk me through installing the new copy of windows. This he did not do and instead kept telling me to try other things. I followed his instructions for a while but it became clear that we were just trying the things that I had tried previously that did not work. I again explained that all I wanted him to do was talk me through installing my new copy of windows but he still said to wait while we tried some other things. I let him continue but again it was clear that we were covering old ground. By this point I had been on the phone for almost an hour and a half. He eventually grasped what I had been telling him all along that I just wanted to re install windows but he said it was too late now as it would take too long and the lines would be closing soon, and he asked if I could ring back the next day. Once again I was very annoyed. Also, this night the phone lines were open until 8pm. The opening of the technical support seemed to be very random, some nights open until 8pm whereas other nights closing at 6pm. Ever time I asked a technician what the correct times were I always received a different answer. This obviously made matters confusing as well as inconvenient.

Therefore I phoned back the following day and spoke to yet another technician who explained that re installing windows would only give the same effect as the system restore that we had already tried. He instead talked me through running a diagnostic check. This I did and it took only 15 minutes and told us straight away that there was a fault with the hard drive. The system was picked up; the hard drive replaced, redelivered and now works fine.

This matter could have been resolved straight away if I was told to run the quick and simple diagnostic check the first time I phoned. This would have saved me hours on the phone to your national rate number and eliminated the problems I encountered that I have already mentioned.

To summarise, I am dissatisfied with the incompetent technical advisors that I dealt with, the bad and unclear opening times of the support telephone lines, the bad choice of delivery times, the fact that I was not phoned when I was told that I would be, and the fact that the problem could have been solved the first time I phoned within 15 minutes had the diagnostic check been carried out.

I am sure you will agree that the service I have received is substandard. As things stand I will not use Dell again for future purchases nor will I recommend Dell to friends or colleagues. I request that by way of an apology for the unnecessary annoyance and inconvenience that I have been caused, I am refunded some amount of the original cost of my system. Originally I was very pleased with the deal I received, I had a good system for a good price. However after the problems I have encountered, I feel that I have paid too much for the system. If you can offer me some of my money back to make up for the problems and inconvenience I have endured, I will consider this an end to the matter and consider using your company again in the future.

Yours faithfully,

Mr.**********

Dear Mr.**********

I am writing in response to your letter regarding your Dell systems under Order *********.

Firstly, we would like to thank you for taking the time to make us aware of your experience. We are constantly looking for ways to improve our standards of service and support, and any feedback we receive which helps us achieve this is most welcome.

We regret the difficulties you have experienced in this matter and we appreciate the co-operation you have extended in allowing Dell to resolve this matter.

After fully investigating the issues you have encountered, Dell has come to the following conclusion. In response to your claim for compensation, Dell regrets that it will not be able to offer the same as per the Terms and Conditions of Sale and Service. We ensure our systems conform to industry standards and any failure with the hardware will be resolved within a reasonable time in accordance with the warranty agreement.

To quote relevant clauses:

7. Warranty

Unless otherwise stated, Dell guarantees to you that Dell-branded Products will be free from defects for 12 months from delivery and spare parts for 90 days from installation or delivery date, whichever is the earlier. Should Product be defective within this period, Dell will repair or replace Product within a reasonable time. All reasonable care and endeavour shall be used to resolve problems within a realistic period in the circumstances. Dell manufactures and repairs using components, which are new or equivalent to new in accordance with industry standards and practice. Notebook batteries are delivered with one-year warranty (not upgradeable). Dell warranty is given in place of all implied warranties and that such implied warranties are excluded to the fullest permitted extent. Dell may revise its limited warranties from time to time but any such change will not affect products ordered by you prior to the date of such change.

Dell does not give a warranty guarantee protection for:

o damage caused by incorrect installation, use, modifications or repair by any unauthorised 3rd party or yourself;

o damage caused by any party (except Dell) or other external force;

o fitness for any particular purpose;

o 3rd Party Products, Software and IM specified by you. You will receive the warranty or licence for these products directly from their manufacturer or licensor;

o any instruction given by you and correctly performed by Dell.

You must provide Dell with all reasonable courtesy, information, cooperation, facilities and access to enable Dell to perform duties, failing which Dell shall not be obliged to perform any Service or assistance.

You are responsible for the removal of non Dell-supplied products during Service, the back up and confidentiality of all data in Product and all of your legal and regulatory requirements.

Please note that your calls to Dell may be monitored for training purposes.

17. Your obligations as a Customer

You are responsible for:

o your own choice of Product and its suitability for purpose;

o your telephone & postal charges in contacting Dell, if any;

o any CFI specifications & instructions given by you;

o all IM, its performance, licences, authorisations and any unused IM.

You must provide Dell with all reasonable courtesy, information, cooperation, facilities and access to enable Dell to perform duties, failing which Dell shall not be obliged to perform any Service or assistance. You are responsible for the removal of non Dell-supplied products during Service, the back up and confidentiality of all data in Product and all of your legal and regulatory requirements.

Please note that your calls to Dell may be monitored for training purposes.

I sincerely hope that your experience has not disillusioned you. Please be assured that we at Dell are totally committed to providing a service of the highest quality matched with our standards of award winning customer satisfaction.

Yours sincerely,

Neelam Bora.

Customer Relations,

UKIRE, Dell.

Dear sir/madam,

I have just received the telephone message and e-mail from you in regard to my letter telling of the problems I experienced with your company. I see that you have quoted me a load of legal rights/terms & conditions etc. and it is obvious that you are looking at the problem from a black and white perspective and are not interested in the particular details relating to this matter, which quite obviously show of the abysmal service you provided me with. You seem adamant that you will not compensate me for the appalling service you provided me with, I know that you have no legal obligation to do so, but I also know that your customer care department (if you can call it that) has the discretion to compensate customers who have been treated in a disgraceful way such as I have.

Are you the Managing Director of Dell? My letter was addressed to the Managing Director so I therefore want to ensure that he/she has read my letter. If you are, then I must say that your customer service is absolutely abysmal and your apparent lack of interest in resolving the issue surprises me, sometimes an apology is just not enough. If you are not then please forward my original letter to the Managing Director as it was originally addressed for a second opinion.

If I am not compensated to some degree for the appalling service that I received I will make sure that I persuade all friends and colleagues not to use your company by telling them of the problems I have experienced and the fact that you are not interested in compensating me for the annoyance and inconvenience. When I look to buy a Laptop later this year I will most certainly not use your company. I will leave reviews on internet websites such as which?, telling of your abysmal service and reluctance to resolve the issues.

I hope that you can make the sensible choice to compensate me, which will be beneficial to you in the long run.

Yours Faithfully,

Mr.************

This E-mail was followed by a brief message on my answer phone stating that Dell would not compensate me as already stated in their previous e-mail.

ABYSMAL COMPANY..................ALL TALK AND NO ACTION WHEN THEY MENTION THEIR AWARD WINNING SERVICE, DON'T KNOW HOW THEY ACHIEVED SUCH AN AWARD AFTER EXPERIENCING THEIR SERVICE FOR MYSELF.........................STEER CLEAR OF THEM