Dell Computers

What a nightmare!!! I wanted to buy a laptop and their website would not allow me to register or get any discount coupons they promoted. What a poor consumer experience. Then, I call their business, it goes to India, and then I get bounced from one department to the other and wait. What a pain in the A@#$%$%. I go to Best Buy and have great service, can see the product, my salesman was very helpful and I have a great consumer experience. I will never go back to Dell. No wonder they are losing market share.

I bought an Alienware gaming laptop from Dell back in 2009. I had a 5 year warranty, and at the time it was one of the best computers money could buy at $ 5000. After two weeks, the computer dropped in processing power by about 25%. Over the course of the next year, it took 12 attempts to fix it for Dell to just give me a new computer.
In early 2014, I had a scratch form on the screen. I sent it in to have it repaired, and over the next 6 months they managed to either break a part, ship the wrong part, or simply send the computer back without changes something like a dozen times. Eventually, I called them with two weeks left on the warranty and asked for a new computer. To their credit, they honored the warranty and sent me a new computer, but it was not worth the headache.

I am pasting two posts that I have placed on Dell’s ‘USA Customer Care Board’ forum and wish to have it seen just for getting my two cents in/​out:
Post #1 —
Posted by frmattei on 22 Jan 2015 6:06 PM moderate
I had responded to a new laptop purchase for use in my DJ profession and lured by way of all kinds of price incentives. I was pacified with a free tablet, only to watch the delivery date pushed back on the true item of interest. So now I’ve approached the delivery date 01÷22÷15 and find that there was no change. I called in and was told after first two initial round robins that the order was cancelled due to a part that was discontinued. You keep me hanging by a thread awaiting an update online, to no avail. No one informs me of the cancellation and here I am funneling through your call centers. I am transferred to another team now to try and modify the order (ARE YOU KIDDING ME?!?). I am given an external blueray drive and the internal drive is altered as well. The delivery date is pushed back even further into February…
You swindle me into signing up for a credit line to assist in the purchase of ‘THIS GREAT DEAL’, only to be told oh we don’t have the parts. What the heck is this all about? I’m on hold as I write this. in order to arrange the return of the free tablet (REALLY?) I was a Dell customer since 1995, I’ve recommended this company forever, and was once proud to certify myself as a technician to honor a contract I worked on. THIS CHANGES TODAY. I’ve had plenty of ups and downs, however, you treat a loyal customer like this and have no decency; only to appease your ‘Bait and Switch’ just to get a buck.
I hope that once this is all over I can get this all reversed and you can keep the credit line, as it was only needed for my true intent of owning a laptop that was falsely advertised. I look forward to publishing these very words elsewhere so that people learn of this behavior and treatment from Dell.
You guys just let me down. I was proud of the purchase and I can’t even think of what else to say without remaining civil. I am just getting answered from being on hold for about 20 minutes, and this guy hasn’t a clue what I’m on his line for. It never ceases to amaze the blind transferring between these departments. I just went through three of them. He even wants to offer me $ 30 dollars discount to keep the tablet (WHAT?) Not even noticing that I’m F@#$%$ upset of this whole experience. Now I am being transferred to DFS (Dell Financial Services) because there was an incentive that was offered during this Holiday promotion to sign up and blah blah blah. I really tried (and successfully) holding my tongue. I was able to have her close the account, however, having to correct her in some insulting statements made on her part; MAN! Anyway, I hope I can get this out to people that should be made aware of… You guys have been a real ‘BUZZ KILL’.
I hope I can find a new product I can live with. The journey begins. Later Much Dell.
Frankie M.
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Post # 2 —
Posted by frmattei on 23 Jan 2015 3:07 PM moderate
Sadly, Dell doesn’t take the time to look into their customers and the frustrations. I was serious about leaving Dell for good. I own three units at home right now and will never again buy from you guys.
As soon as I was done posting my frustrations I went and bought myself my gift:
Begin Quote:
Thank you, your order has been placed.
An email confirmation has been sent to you. New! Sign up for delivery updates by text for this and future orders.
Order Number: XXX-​XXXXXXX-​XXXXXXX
ASUS ROG G750JZ-​XS72 17.3-inch Gaming Laptop, GeForce GTX 880M Graphics will be shipped to Frankie Mattei by
.
End Quote
I paid good money for it and look forward to it. Yeah, letting out some steam like anyone else would, however, you guys should be ashamed. I’ve read some of the other posts and you guys have really sunk low.

I placed an order for a desktop a week ago. I never received an email confirming the order, nor was it ever shipped. I let it go because I was being patient, but after a week I called in to find out where it was. I was told that my order was on verification hold, and to call the verification department to do something or other. I tried that and was on hold for nearly an hour despite the so-​called 10 minute wait time, and gave up for the next day.
Today I managed to get to customer support, who couldn’t even find my purchase ID (I have an email) and redirected me to customer care, where I spoke with Jessica Everhart. She told me that the computer I ordered didn’t even exist (I saw it on the website, I ordered it, how can it not exist?) and that she could order me a more expensive one instead. I asked for some sort of expediting, or at least to match my original purchase price to honor the sale that I purchased it under, and she said she couldn’t do that and sent me back to customer support because they handled that.
When I was finally connected to customer support, someone named Vishnu, he said that it was against Dell policy to honor promotions after the promotion had ended — despite me trying to order it during the promotion and again, having an email with a purchase ID that is IN THE SYSTEM. He had absolutely no idea about what computer I wanted or was even trying to order, and generally was unhelpful. He then tried to send me back to customer care, at which point I gave up and hung up.
This is an absolute cluster, and I’m completely pissed off. I ordered this machine expecting to have it within a few days. Instead I’m a week in and I don’t even have an order because of Dell’s mistakes. I’m not even sure I want the computer from Dell anymore, but this is a mistake that needs to be brought to their attention.

I have a brand-​new Dell Computer that I’ve turned on exactly once.
When I purchased the computer, I asked that Dell install a security that worked, and install the program properly so that all the options and switched are properly set — as I’m not very savvy when it comes to personal computers.
When I received the computer, there appeared one line of charges for «purchase and installation» of the security software. After the computer was set up, I turned it on: The first screen shows the command to insert the PIN needed to unlock the security software. There is a caveat just below that that states that the PIN would be sent to me via e-​mail for use once the computer was received.
Only two problems:
1. The email was never received: I didn’t have a computer to use to get my email.
2. The national headquarters’ technical support knows nothing of the security software that I purchased, according to them. For over a year, they did not believe me when I told them that I purchased the software from Dell, and that it was installed on the computer before I ever received the unit — despite the receipt which shows the purchase and installation of the software. Technical Support insists that this is something I installed. Once the warranty expired on the computer, I had the joy of paying for technical support for a problem they are unwilling to solve, but love charging me for — $ 1250 thus far. And for what?
Dell Computer: the best argument for buying Apple products.

WORST customer service ever! They care 0% about their customers… Their policies are terrible and they will do whatever they can to rip off the customer! Avoid Dell like the plague! They treat people horribly and their computers are lemons! I have had 6 hard drives, 2 screens, 3 mother boards, and 3 cd drives in my laptop and they STILL refuse to send a replacement unit… TOTAL GARBAGE.

I increased my warranty coverage to provide onsite tech support since it was clear that sending it to the depot was too time consuming and inefficient. .. now tech support has been to my house 4x in the past month.
They replaced a screen with a vertical white line down it with another screen that (within 100 hours) had a vertical white line in the same spot. I would chalk this up to a defective batch from their vendor, but DELL has a reputation for using parts that they KNOW are defective. Since binding arbitration is in their sales contract, they don’t care if you DO have to spend hours on the phone trying to get tech support.
I’ll hang on to this laptop and will probably have several more visits from tech support before the warranty expires. I’m already dreaming of the day I can ditch this product and company.

Well… still waiting Dell. Waiting for your follow-​up on the lousy printer/​software package you sold me. Yeah, the 8-​month old product with your phony hardware service package that does nothing for a bogus printer with your name on it that doesn’t work with the software it came with. I am tired of your lies and your hard sells and your moron used car salesmen who handle the service calls, get a clue Dell, you are dated and clearly have no idea about customer service or customer relations. No problem, I will make sure the 15 000 employees where I work know your track record