Dell Computer Complaint

Dell Computer Complaint

October 17, 2005

Author, Roger TO WHOM IT MAY CONCERN: Over the past two years I have purchased six Dell Computers, including four additional units for several of my writers. For the first year I was under the impression that Dell Computers were reliable units, and that their customer service was above average. However, in the last year, for some reason this has all changed. On October 4, 2005 I purchased a DVD recorder unit (608429272) (Computer-Dimension 4550) in order to transfer several stories from film to DVD. I am working on this project in conjunction with Actor, Edward Asner, and Lifetime Television. Dell told me this was the exact unit necessary for the job, that it would do everything I wanted on my project, and there would be absolutely nothing more to purchase. I specifically asked if I would have any problems installing the unit. The answer was, “no.” I received the DVD unit and installed it according to the directions sent in the package. The DVD unit immediately corrupted my computer causing me to lose over $20,000 dollars worth of edited stories. I telephoned Dell and asked for their assistance. After 30 hours of working and arguing with Dell, they could not correct the problem. Dell ‘Customer Care,’ (what a joke) said the issue could possibly be a “software” problem. And, that there would be an additional hourly charge to locate and solve the computer problem. I refused and was told there was nothing more they could do. I made it very clear to Dell that it was their problem, as I had purchased the unit from them and they held the warranty. It did not appear to make any difference to them, even though the problem was created by Dell, themselves! I argued, and fought with Dell technicians for two days and nights. I then contacted Sonic trying to see if they could locate the problem. They could not remedy the issue. I then went back to Dell Technical Support and talked one of the fellows into removing everything in my computer and reinstalling “Windows XP.” The problem still did not correct itself! Again I was told there was nothing more they could do. As I continued to call back, the Dell Representatives would hang up on me. It became impossible to reach anyone in authority. Their management system appears to work by running the customer around in circles hour after hour, until they become so frustrated they finally give up! On my own, I located a fellow who finally managed to work out enough of the problem for me to start the computer and get on-line. However, my e-mail system was still corrupted. I then telephoned Dell and asked why I did not get a booklet telling how to use the unit that I purchased ‘from them.’ I was told that I could get this information, on-line, for a fee of $79.00. I became enraged at such a message. I then asked if I could purchase a printed booklet to learn how to use the DVD Burner Unit that I purchased ‘from them.’ I was told that the actual booklet would cost me $232.00. This representative then told me that Dell had sold me a DVD Burner Unit that would not work in my 4550 computer. And, that is why the system became corrupted. I called, pleaded, and begged Dell to try and straighten out this mess. They did nothing to try and remedy the problem at hand. I advised the managers and supervisors that I would place this notice on my web site of 5,000,000 readers -- if this problem is not solved within 48 hours. I then telephoned Dell Corporate in Round Rock, Texas and talked with a Mr. Stevenson. He told me to contact “customer service” and talk only with a manager. I was instructed to explain the situation to him/her and guaranteed the problem would be solved to my satisfaction, within the 48 hour time limit. I telephoned and explained the problem to Mr. Ari Sinhe. He told me he would contact the necessary people and the problem would be solved, as per Mr. Stevenson’s wishes. Of course, as usual when dealing with Dell, nothing was done. I did receive the following: “Dear Mr. Kiser, Thank you for contacting Dell Hardware Warranty Support. I understand that you want to know how to burn DVDs. I apologize for the inconvenience caused. To learn how to burn DVDs please contact our Helpdesk. Dell's Limited Warranty provides support to ensure the functionality of your Dell hardware. This does not include software usage, "how-to" support or support on non-Dell hardware. In order to assist you in a resolution, I can refer you to the Dell HelpDesk. The HelpDesk is a Dell fee-based service that provides assistance in software usage and can answer questions about non-Dell branded hardware. The HelpDesk can be reached by calling 866 497 2661. This service is available 7 days a week, 24 hours a day, and 365 days a year. The HelpDesk offers several plans, and I am sure that one of them will meet your technology needs. You may alternatively refer to some resources that are typically available at no charge. These include factory-installed tutorials, software help files, on-line support http://support.dell.com and support from 3rd party vendors. If you contact the HelpDesk, be sure to have you case number available for the HelpDesk technician. Please write back to me if you have any other questions or concerns. The case number for this interaction is 113837373. The case has been documented and the contents of this case are available to all Dell support representatives. If you need additional assistance with this issue and you utilize our phone or chat support channels, please provide them with this case number. For additional assistance via e-mail, simply reply to this e-mail. Thank you for choosing Dell. Respectfully,

Aditya

Dell Hardware Warranty Support” It appears that Dell does not understand the problem. The reason they cannot grasp the problem is because the people they have working for them do not understand English. They might understand the English language, but they do not understand the meaning behind the words. They do not understand the ‘real purpose’ or real meaning of the sentence being relayed to them. The final kick in the head is this: After all this aggravation, the unit did not even do for me what Windows Microsoft Video was able to do in the first place! Also, it cannot change WMV files to a DVD format as I as told by the Dell Support Representative. I can honestly say that I have never dealt with a company who cares less about customer satisfaction after the original sale, than does the Dell Corporation. If I were you I would think twice before ever buying their computers, products or software. Roger Brunswick, GA 31525 Click this link to e-mail the message author: Email User

Comment On This

I bought a Dell XP in February for $1,200. With-in a week of installation my screen kept showing "dumping physical memory" I called Dell support. After waiting through many menus and more time "fixing" the problem, I was assured that wouldn't happen any more. I'm sure this is no surprise to you but the next time I started the computer I got the same message. Next I started getting messages that my computer is infected with malicious spy-ware and a Trojan. When buying it I was told the Trend Micro PC-cillin is "state of the art" technology -very secure. They serve when you buy, not when you want service! Now they say I should buy some anti-spy-ware software for $250.

Other information I got from them was- No they don't have ink cartridges you can refill. No they are not members of BBB. No you can't set the computer to lock out unsecured sites. And I'm here to let you know- No they don't have service!!! I've heard their "I understand mam, I apologise and I'm sorry mam's" many times for days. DELL is a sorry company.

Would we be better off working in India for a smaller wage than paying big money and time for these headaches?