Dell Computer

Dell Computer

August 14, 2005

August 1st 2005 my wifes Mom bought a Dell 3000 home computer. She bought it Through QVC, and while I always joked about QVC it turns out that they stood behind Dells product better than Dell.

I set this computer up on 8/13/05. I followed the directions to a "T". I am also back in school to become a Microsoft Certified Service Engineer, and realize all computer are pretty much the same. A box with a name on it, filled with everyone else's parts, drives, mother boards, memory, etc. Anyway I get everything put together. Start it up, and go through the new computer registration process. All is fine. It was a fast, great looking computer. 1 gb of ram, a 19 crt, nice machine. I start putting in software for a digital camera, printer all is going good. I tried to put in software for a print program, and it would keep stopping saying run script error. So I restarted the machine . Same problem. I tried several more restarts, same problem, only now it was saying that the computer was either running in safe mode, or the windows exec installer was installed incorrectly by the manufacturer. The computer was not in safe mode, so I decided to call Dell.

I called The Dell Tech help number. After 30 minutes a gentleman came on and asked too help me. I explained the situation. He said to start the machine in safe mode, shut down, then re-start in normal mode. Same problem. He said sorry he could do no more, that I had to talk to software tech help, and they would charge. I told him the computer was brand new why would they charge. He said it was the company policy. I told him that their was even an extended, seperate warranty, even though he compuetr was only out of the box 2 hours. He said sorry, Dell warranties only aplly to hardware, their is no warranty on software, and I would have to pay. I told him we just did pay $1400 for the machine, it was brand new, and I wanted what we paid for. He said sorry that's our company policy, and asked if could do anything else, I said yes, get me someone who can fix this, and I am not paying. He transferred me to another gentleman, so I was on hold another 15 minutes. This guy was puzzled why I was transferred too him, and told me the same story. I asked to speak to his supervisor. A lady named Brandy came on. I explained to her what was happening. She also said sorry, if you need help, you have to pay, even though the computer is brand new, we have no warranty on software problems. I drew a comparison to if I had bought a new car, drove off the lot and the engine fell out. Would the dealer warranty it, or say our warranty doesn't cover engines. She said she would transfer me to a hardware engineer, unless I was willing to pay for software help. I got transferred to the hardware engineer, who said he could only work on laptops, and I needed too pay for software help. He said he would transfer me which he did to indefinite hold. I put the phone on speaker, and finnaly hung up 2 1/2 hours later when no one answered.

I packed up the computer in the original boxes, called QVC to file a complaint , and am sending them back tomorrow. I will go to Best Buy and buy an HP, and be backed by two reputable companies, HP, and Best Buy.

I work for a worldwide Hotel Company, based out of White Plains New York, tha also has a corporate contract with Dell. This will make a great story for them next week. I am also a 30 year Hotel veteran, that does training of employees, and Dell has given me the single best , How not to treat a customer story, that will be great for years to come. Kind of the polar opposite of Nordstroms story of the snow tire exchange, that made them famous.

Anyway, I have been rambling and have to go. I don't know if you really do anything with these complaints, but if you do here is the info:

I called Dell on August 13th, at about 7:30 p.m. ct. Number called was 800 624-9896. Case number was 109050944. Supervisor was Brandy.

Thanks.

Bob Click this link to e-mail the message author: Email User