Dell computer customer support

Dell computer customer support

Company location: Dell Inc.

One Dell Way

Round Rock, TX 78682 I would like to post a letter that I recently sent Dell to your Web site so others can see how impossibly bureaucratic and unhelpful this supposedly high-tech and consumer-friendly company is. Thank you! Hagar The letter I sent to Dell follows....

________________________________ To whom it may concern: I am writing in regards to my computer purchased from Dell several years ago. Since I have owned it, I have encountered frequent system problems which have required me to send my computer in for repair two times already. My computer is once again experiencing the same problem: overheating and shutting down suddenly without warning. Dell product support has told me this could be a software problem or a hardware problem. In the past, I was told this was a software problem and had Windows reinstalled during one attempt to fix this problem. Following your customer service protocol, I have tried to dial in to your service number. After being on hold for 30 minutes, I reached a service representative who informed me that I was "in the wrong queue" and needed to be transferred. I told him I did not want to remain on hold for another 30 minutes and asked to speak with his supervisor.

After being told that "we are experiencing technical difficulties in the call center" and that "there are no supervisors right now," he transferred me to another number where I heard another computerized menu. The phone then promptly hung up on me. Needless to say, this experience has been extremely frustrating, both over the last several years and in the last few days. At this point, I do not care if it's a software problem or a hardware problem, or if Dell has technical difficulties in its call center or not. I want a replacement computer that shares not a single component with my existing system. I will not tolerate my lemon of a computer to be shuffled back and forth from my home to Texas and back again, without ever providing a real fix. Please reply promptly in writing or via telephone to let me know the details of how you will replace my computer with a brand new system. I love Dell's image, I love your advertisements, and I love your prices, but the actual computer to date has been a disaster. I sincerely hope you see fit to rectify this problem at once. I am copying the local Better Business Bureau as well as posting the body of this letter to my3cents.com and complaints.com. I look forward to hearing back on this matter very soon. Hagar D

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