Saturday, April 12, 2008

I HATE DELL!!!

So, here's the deal... don't buy Dell. Period. I don't think it would be healthy for me to spout off to my faithful readers exactly why I hate Dell... at least not tonight because I have my angry eyes on and I know I have some younger blog readers.

So, what I'm proposing is that I back everything up on my computer frequently, wait for it to break again (which shouldn't be long given it's track-record), then make some hilarious video destroying the stupid thing that I can post on YouTube for the whole world to see.

So, what I'd like from you is some input on how to destroy a computer in a really funny manner--like throwing it off a tall building, running over it with my van, boiling it in a big pot. etc...

This $600+ investment on my part has been nothing but a waste of my time, money and energy and out of principle I REFUSE to put more money into this lemon that Dell refuses to stand behind. They want me to pay $100 for another year's worth of a warranty, and I'm not sure my computer is worth it. That $100 will be better spent saving up for my next NON-DELL computer. Okay, that's enough of my ranting, but I'll leave you with a copy of something that I posted on Dell's forum... which only minutely begins to explain the problems I've had with Dell.

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My warranty runs out today, and I do not believe I should have to pay an additional $100 for an extended warranty. I say this because I have spent upwards of 20 hours on the phone with technical support over the past year and I continue to have problem after problem with my computer. I have a LEMON. We own 2 other Dell's and I've been happy with those, but I've been given the runaround with this one and I'm so frustrated!

I spoke with 3 customer support representatives in the past 24 hours, asking for an extended warranty at no cost, or a fix to my problems. I hung up on one after a fruitless conversation where he kept talking in circles refusing to help me.

The second HUNG UP ON ME, after I requested 10 times to speak to his manager, only to be told his manager was too busy to speak with me and wouldn't be able to help me anyway. I continued to ask him who could help me then, and he finally hung up on me!

I called back a third time and a lady again told me that there was NO ONE IN CUSTOMER SUPPORT WHO COULD HELP, but that I could speak to someone in the extended warranty department who may be able to. I asked her to confirm that they were still open because I knew customer support was closing soon. She confirmed that they were open and she transferred me over only to receive a recording that they were closed!

Now customer support is closed too and I tried to see if I could extend my warranty online only to be told that they can't help me because MY WARRANTY IS EXPIRED.

Is there anyone at Dell who actually has the authority to make customers happy? If so, how on earth do you get a hold of them, and how many more fruitless hours am I going to have to spend on the phone in order to get someone who can actually help me? Or does Dell actually refuse to stand behind their products and care less about customer retention and satisfaction? Am I fighting a losing battle?

Please help,
Robyn

8 comments:

Carmin said...

Sooooo it sounds like you are in computer dell, which when you think about it would make a great video to post. Rob could play the dellvil Ok Ok you get the idea

Love you guys

Carmin

beachbirdie said...

Hey Robyn...

I am sorry you are having a hard time with Dell. Sadly, this is the way most companies will behave. Most large companies are simply not customer-service oriented, they don't care if they lose a customer because it's not likely to hurt them in the long run. Customer service call center reps ARE TRAINED TO BLOW OFF CUSTOMERS! They are rewarded for not costing the company money.

The way to get action is to write a PAPER letter. Dig deep through the website of Dell...not the customer/sales site, but the BUSINESS site. Find out who the board of directors are, write to the VP of Customer Service. Explain your problem, state what you have wanted done. Let them know you have been a happy Dell customer for a long time. That sort of thing. I generally get much better results using this approach.

I have blown off General Electric for the same reasons. I bought a refrigerator that gave me nothing but trouble, it got too warm during the "auto-defrost" and got too warm in hot weather. Insufficient compressor. They refused to fix it, continually told me after many service calls that there was nothing wrong with it. Yet my food was spoiling in less than a week.

When my husband was working for GE, he ran into an engineer who actually was part of refrigerator design, he confirmed that GE KNEW about their compressor problems.

Well, this is a long story, but after they way they treated him as an employee and the way they treated me as a customer, they lost me forever. I will sit in the dark before I will put a GE bulb even in my nightlight. When looking at appliances that may be store-branded (like Sears Kenmore) I always ask which mainline company builds them...if it's GE, I tell the salesperson "no thanks" and tell them why.

Anyway, I hope this is helpful.

Suzy said...

I'm with you on this one. I will never ever buy a Dell again! Their customer service is horrible, not to mention hard to understand.

SaraJane said...

Hit them in the gut where it counts. Write a manager or head of Dell and tell them your frustrations, document what you have done to fix the problem. Now the best part. Tell them how if they can not fix this problem you will have no choice but to not work with them again nor will you refer them to anyone else...in fact you will discourage others from using them based on your experience. Companies know that 1 unahappy customer will tell 20+ friends which is very detrimental. Often however, it just takes getting to the right higher up. In short get on and immediately ask for a manger. Don't talk to the underlings anymore because they are not in a position to fix it!

Ok there is my advice for the day! That will be $20...just kidding.

SaraJane said...

P.S. always go a mac...:-) Especially with your photo programs.

Robyn said...

Ah, Sara Jane, I already tried all that. Except for the writing to the manager part. It's getting to the right higher up which seems to be a problem!

Robyn said...

Ah, Sara Jane, I already tried all that. Except for the writing to the manager part. It's getting to the right higher up which seems to be a problem!

ChrisBatDell said...

Hello Robyn:

My name is Chris and I'm a Community Ambassador for Dell computers.

I'm sorry to hear you have been having problems with your laptop. If you would like some assistance with getting this resolved, please email me directly at Christopher_Byrd (at) Dell dot com.

Regards,
Chris Byrd
Digital Life Liaison