Another Dell Nightmare...and How I got Their Attention

This is my second Dell Computer and I am sorry to see how tha company has deteriorated in the five years since my first purchase. I have the same horrible experience that others have had. On receiving a defective computer, I tried to have it fixed. Essentially, they refused to honor the warranty. I was told to take it apart and rebuild it myself or find someone who could. (I am sure this would have voided the warranty.) They seemed to be stalling until the return time of 21 days had passed. I have a list of e-mails and chat records and phone calls that is unbelievable. Just the e-mail covers a screen.

I finally decided that I was tired of being treated disrespectfully by patronizing Indians who thought they were speaking English, but weren't. (So much for the brilliance of their language coaching.)

So, I started proceedings to return the computer. I ordered it on May 31, 2006, received it on June 2, 2006, found out it was defective on June 4, 2006 and got fed up on June 7, 2006. I notified Dell Financial Services that I would not be paying for a defective computer. I called to find out how to return the computer, at their expense and got a promise of a new tower. I was told this exchange would be confirmed by e-mail. It wasn't.

I sent an e-mail to find out how to return the computer. (You would not believe the idiotic response I got to that one.)

I called, again, to find out how to return the computer and was told the exchange was set up and I would have my new tower within 5 - 7 business days (down from the 7-10 business days of the first promise.)

Today, June 8, I got a Fed-Ex delivery of a new tower before noon. It even appears to work. It did not, however, contain the promised shipping label to return the defective computer. Another e-mail (the subject is now **ACS REC WEB ESCALATION**TNT) and this time the response was on point. Pick up was arranged for tomorrow. We'll see.

I don't know what happened. Maybe someone finally noticed the flurry of activity on my account and realized the implications of some of the instructions I was given. (Dell is responsible for more than just poor customer service.) Also, someone may have realized that I fully intended that they would be flooded with e-mails, chats, and telephone calls; enough so they would not make a profit on this transaction.

For good measure, yesterday I sent a complaint letter to both the CEO and Chairman of the Board of Dell, in Round Rock, TX. There hasn't been enough time for a response, but they pay people to keep people like me away from them, so it should be interesting.

Don't buy Dell unless you want to spend much too long trying to get it to work or you have a lot of time on your hands and want to investigate other cultures.

Comment On This

...i thought that i was alone in this dellhell...

i have a 2yr. old dell e310; i bought the whole pkg. the first time the printer bust was 6mos. after the purchase---it took 4-5 wks. to get a replacement....now, after 8 mos.

this piece of @#%%&!! is busted!!! i am too through---plz

tell me what i need to do to get something outta this ...

oh yes...i just purchased a cartridge/ un-opened and new;what to do to get them to take back their own ink!!!!

i don't usually respond to stuff; dell's business practices are so-oo-o awful, i am committed to make time, to let everyone within hearing distance not to spend one iota of

their time, considering a dell product---of any type!!!