Dell Computers

I work for a relatively small business in the Dallas/Ft. Worth area. Recently, because of expansion, we needed another computer. We chose Dell. When the PC arrived, we immediately set about installing it and getting everything up and running. Immediately after powering on the PC, we knew something wasn't right. So, I then spent a combined total of 4 hours over a period of 3 days trying to troubleshoot the problem with Dell's customer support. In short, I was transferred more than 27 times to different departments. I was also referred to a support line that I actually had to pay to use. After complaining that I should not have to pay, because the problem originated on their end, I was granted this service free of charge. The end, however, was not in sight. Next, I was again assigned to a different CSR and they actually proceeded to have me try and take apart the computer to access the circuit board and manipulate some of the variables on the circuit board. Again, I protested and finally convinced them to let me start the return process. After realizing that I would have to pay for the returning of the item, I had to again voice my concern and again was granted the service for free. As a short aside, I use Zappos.com to buy my shoes. What keeps me coming back is that if I need to return something, I can return it by simply printing off a pre paid return slip from their site, drop it in the mail and that's it. Oh, and they usually credit my account before receiving the item in return. Now, I realize that a PC is a far cry from a pair of $100 shoes. But instead of focusing on the product, why not focus on the customer? Why doesn't Dell offer to print out a pre paid return slip from their site? Why do I have to figure out how the PC should be re packaged to send back? Why is there no on-line instruction sheet for the return process? All in all, I am very unhappy. The actual people that I spoke with on Dell's end were fine. They were polite and did everything by the book. The problem, I believe, is the book. The twisted maze that I had to navigate just to return an item was ridiculous. I consider myself someone who does not complain just for the "free lunch." In fact, I despise serial complainers. But when something goes wrong on this scale, someone needs to know about it.