Computer Hardware - Dell Computers 8 breakdowns in 12 months

Complaints.com received the following e-message on March 13, 2001:

From: Email User

RE: Dell Computer - Bad Quality and Poor Service

Poor quality and bad service of Dell Computers Here is a letter addressed to Mr. Perry A. Noakes, Dell's Vice President

Customer loyalty, which explains my problems in a rather constrained way. (I

am totally disgusted!). The letter was mailed by certified mail on February

16and received by Dell on February 20. As of this date NO RESPONSE. A copy of

the letter was mailed on March 12 to Mr. Michael Dell, Chairman & CEO, also

by certified mail.

Mr. Perry A. Noakes,

Vice President Customer Loyalty

Dell Computer Corporation

1 Dell Way

Round Rock, TX 78682 Reference: Customer #9340585, Service Tag #BTG5A, Service Code: 198-497-26

Subject: Service and Quality Problems Dear Mr. Noakes: Having exhausted any attempts to get satisfaction from your company's service

department, I like to call your attention to the many problems I encountered

with my new Dell computer. Quality:

About 8 breakdowns during the 12 months I have had the system. Hard disk

failure after about 6 months and a second hard disk failure about 2 weeks

ago. I did receive replacement hard disks but got little other assistance. In

the end I had to take the computer to a repair shop at my expense despite the

warrantee. A technician commented that the computer appears to be a "lemon". Service:

Difficulties getting service by telephone, often having to wait more than an

hour to get anyone to answer the call and often getting the run-around. The

last time when my disk broke for the second time, I had to wait for 2 hours

and 5 minutes before someone talked to me. The service department is

evidently understaffed. When totally frustrated, I asked to speak to an

individual with authority but got no cooperation, which is the reason why I

contact you. Corrective Action:

I am retired and using the computer to earn supplemental retirement income by

writing articles and a book. I need a reliable computer. I selected Dell

because of its reputation for quality and service. Perhaps my situation is an

isolated case. But a reputable customer oriented company should be willing to

compensate me for the losses I suffered, i.e., I would like my computer

replaced with a new one and be reimbursed for my $300 out-of-pocket expenses.

I also think it would be fair to receive reasonable compensation for the

large number of hours I wasted trouble-shooting and the extensive data losses

I suffered due to the computer failures. I purchased the basic computer for

$2,000. I look forward to hearing from you within about a week Very truly yours,

Pieter R. Wiederhold

Plymouth, MA Email User

Comment On This

This summer of 2007 Dell replaced a 17" monitor that was purchased with my Dell unit under in home warrantee.

The monitor was squealing, flickering and whining. The new "refurbished" monitor I was told by many of the Dell Technicians would be just as good if not better than the previous monitor. This new "refurbished" monitor was put on my computer in July. We went on vacation and I got back to use it for just 3 weeks. It shuts down after 10 minutes from getting warmed up.

I called Dell and at this point I asked for a similar size flat screen panel. They said the Technician said the flat screen would not run on my unit, and I have to go with another clunker monitor. (This will be #3). Then the customer service rep offered me a $100.00 coupon to put towards the purchase of a new flat screen monitor. Why this you ask? They are not remembering what was said. I am very, very upset with Dell and at this point they should have just given me a flat screen monitor and I would have been satisfied. Now it's going to brew and brew and consumers should know about how bad the service really is!