Dell Dimension 8200 - shipped with DVD+RW / CD+RW drive is compatible with very few media - known problem with video editing capability - waiting for return authorization

Complaints.com received the following consumer message on October 5, 2002:

From:

RE: Dell Dimension 8200 - shipped with DVD+RW / CD+RW drive is compatible with very few media - known problem with video editing capability - waiting for return authorization

October 7, 2002 Mr. Michael Dell

Dell Computer Corporation

One Dell Way

Round Rock, TX 78682 After much research I decided that my next Desktop computer would be a Dell Dimension 8200. I do not consider myself an expert on computers but nor am I beginner with 12 years experience. About Mid August I went online to check specifications. I then called the sales toll free number (1-800-624-9897) and ordered my new Dell 8200 after a lengthy discussion with your sales personnel. I had stated that I wanted my new computer configured with a good digital video editing system. Dell’s sales representative recommended the Premium package. I asked what program (software) it was and simply was told it was a top of the line Dell System. I placed my order and was told it would arrive at my address on August 27, 2002. I believe it arrived on August 28 which was within the window expected. I was unable to set it up for operation for several days. Once up and running I attempted to produce a Music CD. Much to my surprise the installed CD software would not function. I called Dell Support and was told to uninstall the software and re-install it. That evening I did that, but still no success. After several attempts I called Dell support again and talked to a different person. He had other ideas of changing media. I did this but still the produced copies were only readable on the installed drive but would not play on any other device without much distortion/noise.

I called Dell support again and was told to call the manufacture of the software. I did this and the Support person at Roxio told me that they did not provide support for Dell as this was bundled software and I had to use Dell’s support department. They told me that they would help for $29.95 per call session. I chose not to spend $29.95 on software that was of less quality than I could download for free. A week had passed and I found time to try several other media manufactures discs.

I did finally find one that would work, Memorex. It took me over a week and several hours of experimenting on my own to discover that the supplied DVD+RW / CD+RW drive was compatible with very few media, perhaps only Memorex. This is something that Dell should have been able to tell me. I had made 6 or more calls, wasting several hours of my life, sent several e-mails to Support and Customer Service but only got “Sorry’s”. None of your support technicians which I talked to had used the supplied Software and lacked meaningful knowledge of a fix.. So, Dell’s advertised Flagship Desktop, is very difficult to get up and running on even the simplest of tasks. About 2 weeks later I finally found time to take a look at the video editing capabilities of this new Dell. I was surprised to find that the installed Software, the so called Premium Video Program, was an old version of MGI VideoWave 4 which is no longer in production. It is far from state of the art home video editing software I was told it was by your sales person. This software was available for $69 when in production. It is a low end product and no longer available yet Dell sold it to me as a top end product for $297.

That my friend is a rip-off. Now to aggravate the situation, when I tried to use the software it would not run in my new Dell 8200. With each click of the mouse on a program icon that was opened it would freeze Windows XP Home edition solid and crash. Again I was on the Phone to Dell and again I got the ROYAL RUNAROUND. Tech support people were unfamiliar with the software and could offer no solution. On one day, September 30, 2002, I actually spent over 7 hours on the phone, most of which was on hold, and talked to 10 different people. Each had a different story but none had a solution. I eventually, after a 37 minute hold, was transferred to a number where Julie answered the phone. Julie, identified only as a Customer Priority Service representative, she refused to give me her badge number, office location except that it was in Texas or any other identifying information. She put me on hold for 17 minutes and returned to say that “there is a known problem with the compatibility of the video editing

equipment in my new computer.

She told me that she had ordered a replacement USB product to be sent to me and that it would arrive at my home on Thursday, October 2, 2002. She said it was a replacement for the Dazzle interface and would solve the problem. She then said she was transferring me to a second level, upper level technical support person that would instruct me on what to do. I was put on hold again and waited 32 minutes until a person named Liz answered the phone.

I asked Liz if she was an upper lever support tech and she said no, she was only a person to answer the phone and did not know who Julie was nor who I was supposed to talk to. She worked for Customer Service in Dallas and had no tech experience. Liz transferred me to her supervisor, a man named Jess, badge number 339642 of what he called the Triage Unit. Jess checked on my complaints and also checked to see what exactly was being shipped to me by Julie. He returned and told me that there was no record of anything being shipped. I asked him if Julie had lied to me and just passed me off. He pretty much confirmed it when he found nothing shipped to replace my defective computer component. To this date, the replacement part, promised by Julie, has not been received by this unhappy Dell customer. Well, to put it bluntly, I was pissed and hung up. I called back but as usual, was put on hold. After about 20 minutes I gave up on support and called in to the sales department Number which is the only place one can talk to a real person without getting a run-around. Seems like Dell is very well equipped to sale a computer but totally unable to provide meaningful support with problems. I talked to Anthony, he passed me to Michael, Michael passed me to the Customer Service at extension 67283 and there I asked for escalation. After a long hold the phone was answered by Sarah Coradini. Mrs. Coradini was a nice lady, courteous and trying to help . I told her that I was fed up with Dell and wanted to return my New Computer.

This is something I had even asked for in my numerous e-mails to Customer Service which were not responded to. Finally after several options Ms. Sarah Coradini gave me a return authorization number and stated that Dell would cover the shipping by sending me Airborne Express pre-paid stickers. She stated that all I would have to do was stick these on the box , call Airborne and they would pick up the Computer and return it for full refund.

The Return shipping authorization was promised to be in my hands on October 2, 2002. It has not arrived as of October 7, 2002. I am wondering if I have been lied to again by Dell. Dell charged my account the for the full amount of my computer purchase on the day it shipped. Why can’t Dell be as prompt at solving what are probably easy tech problems as they are about spending my money. Dell owes me an apology and $2037.35. I will never purchase another Dell Product. John E. Jenson

Customer No. 000023622190

Order No. 904263481

Service Tag No. 749BA53 CC To: State of Hawaii Better Business Bureau

Central Texas Better Business Bureau

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