Dell makes great macghines, but even with the best machines, they are not perfect and can break.

And Dell used to have a great warranty, until they outsourced to India. The language barrier is the one of the worst issues, the other is that the technical support persons can’t even promgram a VCR let alone understand how to fix a machine.

One call, they wanted me to take off my router, turn off my software fire wall, and then my antivirus protection -BEFORE- they would proceed to help me.

I explained to the technical supprt woman that I am on broadband, and by turning off all forms of protection wouls also open my computer open to attacks and such.

But she insisted that if I id not do this they would not be able to help and would end the call.

Some advice; Never tell Dell tech support you are behind a hardware firewall.

Dude, get a Dell, and pray you never need tech support!

Dell? Are you reading? See, for me the problem isn’t the tech support, my company at least paid for the Premier support. Which means I get through to a person in just a couple of presses, and they 90% of the time speak American-English(an FYI, English is the most commonly spoken language in India, it’s just not spoken like you’re used to hearing it).

No, for me the problem isn’t the support, it’s HOW OFTEN I NEED TO CALL! We administer about 800 servers. About half are HPs the other half Dell. I typically have to call in about 3-4X month on the Dells, and once every six months on the HPs. Crappity, crap crap crap. We’ve stopped buying them.

My comment is I am thrilled that Dell is doing poorly in the market. When we purchased a computer from them we were treated so poorly that I told them I was going to send the whole computer back and they laughed and said they would not give us any money back as we were past the 21 days that we didn’t know about in the first place and I told them that we would never buy a Dell product again and he arrogantly said “Oh yes you will” – It was the worst experience with a company I have ever had.

Apparently the correct term is “power adapter” not “power supply” when speaking of laptops. Here’s a link to Dell’s site describing the recall:

https://www.delladapterprogram.com/Main.aspx

I quit buying dell products 6 years ago when I recieved a replacement for a laptop harddrive that was shipped crushed, in a crushproof box…….. the box was fine, but the drive was crushed. And then Dell proceeded to route me through the barrier of bullsh!t to keep me from actually resolving the problem. I never got the harddrive replaced and never bought another dell.

Go HP……….

After buying half a dozen laptops, 2 desktops, 1 PDA, 2 i-pods, 2 printers and many more accessories, my experience with dell is that they are not same the company that value customer satisfaction anymore. I have no complain with the quality of product they supplied for the price I paid. But the number of hours I spent on phone for lost shipment, and the money I have to pay for return shipment was ridiculous. And I knew from then that this company is going down. It is going to be very hard for them to win back customers trust again

I bought my last Dell a couple of years ago. You can’t get service, and when you talk to tech service, you can’t understand them. Bring back customer service, bring it to the states where they speak English…

My company has now switched to HP workstations due to crappy dell support. About 700 workstations her center and we have 15 centers. dell do the math.

DELL SUCKS!!!!!! Period! no other ‘splanin it. they just suck. they need a better product, better performance and a better cpu .. *cough* amd *cough*

I have worked for 2 seperate companies that are Dell shops and have not had any of these issues. I beleive it i due to the fact they are both 1000+ computer environments. If you are a tech working for a dell shop then sign up for their warranty parts direct program and never have to speak to tech support again! Just sign in on their site and enter the service code and pick the parts you want. I am surprised more places don’t have this as its only a couple hundred a year per tech.

Dell has really lost sight of what they are doing to many communities of people with computer problems. It is like they are the Mc Donalds, producing computers like a mad man, and selling them really cheap! Most of their parts don’t last that long, and getting over the phone support is next to impossible. I switched from PC to Apple!! and its been the greatest decision ever!!! The new intel chips let you install XP. Support from Apple wether in person, over the phone, or on the net is really simple. Turn around time for servicing units is around 5 days. Get an Apple!! Its worth paying a little more!

I support over 150 users all Dells and I have no problems. Every once in awhile Ill get a bad sales rep, but I just ask for another one.

A few years ago all my tech calls went to India and that sucked, but the last few years have been great.

I use Gold tech support and purchase from Medium sized business division.

after only a few months the dell pc went down. two hours and forty-five minutes with a nice young woman in Philippines who coouldn’t speak English well. “Recede the power” took 15 minutes to understand that she meant for me to unplug it. No help. Service guy came tw days later. Order a part. Came back the next day. Wrong part. Ordered another. Came back the next day and it worked. But it was down a week and I wasted many of my own hours trying to deal with Dell. That was after I bought it and tried to get them back within 6 hours to change my order. All I could get was “leave your number,” which I did three times and no one ever called back. I’ll never oiwn anything else called a Dell.

yes Dell has major issues with both home and business support quality. Way too many times we will hang up when we determine the site to which we have been connected for critical server issues. Most cases it pays off to suffer an extra hour of “down time” to wait for more “regional” support to become available.

But I have to also say, just try getting an HP box repaired for non-business needs. that is even worse.

off shoring is not the answer. hopefully they are starting to understand it. all of them.

as a side note, it isn’t always a dell or hp or whatever issue, perhaps it is always the fact that we get exactly what our employers think we deserve (or they are willing to pay for).

The service wouldn’t be nearly so big of an issue if the quality of Dell’s computers wasn’t so pathetic.

My school re-sells Dell laptops to all of the unsuspecting new students. Dell must give the school a kickback, because the school bullies ignorant people into buying from them by claiming “all laptops break, so you’ll need our support, and we only support the computers we sell.”

With daily use my HP has had zero problems. Probably half of the people with “top of the line” Dell Latitudes has had a problem relating directly to poor design. More broken power cords than you can count. Keys literally fall off of the Dell keyboards regularly, and the lettering on the keyboards was rubbed off of most people’s keys by the end of the first semester. Most cases are now discolored by palm prints.

The other dells I’ve seen bad hard disks, fans that failed in under a year, and bad motherboards.

There’s no way saving a few bucks over and HP/IBM/or anyone else is worth the aggravation. What surprises me about the article is that it’s taken this long for Dell’s sales to drop.

I know I’m gonna get flamed for this…. here goes.

I’m the systems administrator for a medical facility, and we use dell. We have dell business gold support on all our machines, and the support couldn’t be better.

I call and put in my ESC, and almost immediately I get someone on the line. Someone from Idaho who speaks ENGLISH. They don’t argue with me. I say I’m a technician and my ram is bad. Or this motherboard is bad, and I have one in 4 hours. I’m super pleased with it. Never had any troubles.

HOWEVER, I do realize that we pay a good amount to Dell for such support, so I will agree that it sucks to have to pay out the ass for good service.

I’ve never owned a Dell for personal use, so I can’t say much about their support on that end, but from the comments here i’d say maybe not so good.

So yeah, I’m definately not making any excuses for Dell. Its bad business to have to pay a rediculous premium for good support… but I did want to say that it DOES exist in some form.

Toodles.

The point everyone misses is this: Dell like Compaq, like Gateway, are PROPRIETARY MACHINES!!!

I am a Corporate Sales Director for a computer parts wholesaler in Florida, and I dont even try to play the “price point” game with Dell. What I can build for my customers is volumes better in quality than any Dell or HP(my customers being resellers,technicians,etc).Its comparing apples to oranges, really. Ocasionally I get an end user looking for a $399 POS, Dell is where I will send them, not that I dont want the business; they usually end up being a support nightmare anyway.

Dell simply put is a mass producer — looking at the bottom dollar….Apple is interested in lifesytle, is interested in people. Get a Mac.

I had an Internet connection problem. After 24 hours on the phone with Verizon, my ISP and Dell pointing fingers at each other, a Dell “techie” insisted I had to reload my operating system to fix the problem. I did, wiping out valuable data, not all of which I was able to back up. Guess what? It didn’t help.

Finally a relatively bright guy from my ISP suggested I try a new network card. I bought one and when I went to put it in, the instructions said to be sure and secure it to the frame with the screw so the board wouldn’t wobble. When I opened the machine, I discovered that Dell had shipped the machine with screw holes, but no screws, and so the board was loose. I am switching to Apple.

Automated voice calls are terrible. So far I’ve been called about four different numbers and I get the same woman’s automated voice. Can I please talk to a real person! Someone who speaks and understands english…CLEARLY! How can they stay afloat is beyond me. I only need to talk to someone about an account…and NO I DONT have the freaking account number Ms. Automated voice! ARGGGHH!!!! Come on Dell… put a REAL freakin’ person on the line again Someone who speaks and understands english…CLEARLY!

Have you ever tried to have an intelligent conversation with someone who has a hard time understanding ENGLISH as a language? If I live in the USA, earn US dollars, purchase equipment to help employ US citizens, why is it necessary to utilize persons from another country for “customer service” that is really terrible? Maybe it’s time to stop purchasing Dell computers!
Have a great day,
Joe

Take a look at history, Dell sure did not. Wells Fargo tried to use offshore support for customer service. Those jobs are back here. Why? Same thing everyone is talkimg about. Service sucked. Look what happened to WAMU. They are going down the shitter with customer satisfaction. Why? Data Security is now handled by WiPro. WiPro??? Yes, so everyones Social security numbers, dates of birth, maiden/married name are now in full view of people who do not even live here. I worked in data security for WAMU and had to train the friggin retard with a “Doctorate” from India how to do my job. They F’d it all up. They knew EVERYTHING (Yeah Right) in five minutes. SO, whom ever is getting their panties in a wad about Americans bashing shitty service from Indians, go change your panties. It has only just begun.
It’s all about saving a buck for corporate business, because Indians supporting Americans is a Damned Joke. There are always exceptions to the rule, but, 99% of India based support SUCKS. I have flushed better things down the toilet. Piss Off.

I bought an Insirion 2200 about 3 years ago.That was my first mistake. Since then I have had many problems with it-too many to type out. I have a problem now, but I am not going to call India about it. I am through dealing with those people and Dell. If Mr. Dell can’t provide his customers Tech Support here in the USA, then he doesn’t need me. The only thing I have to say is go to Hell Dell.

I will not even call Customer Service any longer, way too frustrating. Evidentally if you call and complain you also get flagged and sent to a supervisior, only to be hung up on. I am doing my part by warning everyone I can go stay away from Dell. My wife just bought a new IBM from CDW, computer was faulty but she did get excellent CS and a replacement in 2 days….noi questions and no hassles!

Ordered a memory upgrade as advised by Dell’s techical service. Wrong module sent. Only found out after trying to install it. Four calls and lots of buttons later, Customer services claims that only the person (in India of course) who dealt the the original order can handle a refund. Naturally, he is unavailable and I am agains switched to someone else who says he is powerless but “will email the right person for me.” I’m still waiting, meanwhile I have bought the correct modules from a friendly company in Scotland with very helpful staff.

WAKE ME UP, PLEASE.. I ordered a Dell laptop with 64-bit Vista at their urging. Of course, it is incompatible with lots of the software I already have. they told me first they would send me a disk to install 32 bit Vista, then after three more calls to Tech, the said it would have to be returned. So I sent it back and was told 30 days wait for a credit to my account and could not order another before it was credited. then got their bill and had to make a payment ..! called and was told would NOW be 15 days for credit. finally, I called again and was told they credited ONE DAY after they got it. NOBODY THERE KNOWS WHAT’S GOING ON. AVOID LIKE THE PLAGUE

I don’t think Dell actually gets it. I had a large server order and there were going to be more but after this incident, I doubt there will be more business for Dell from me. I have sent them a letter with a cc: to Michael Dell and I received a response from a secretary somewhere telling me that they do the best they can and sometimes things are delayed. Never once has anybody taken responsibility for this whole fiasco.

here is my email ..

Hello,

I am not sure if anybody at Dell actually gives a crap about the customer seeing that it is such a big company and sales are great, One lost customer I am sure is not a big deal. However I thought I might write to you and if there is somebody that care’s maybe they can take a look at what happened so that history is not repeated.

One of my clients is the ************ Institute of Technology’s faculty department. Their workstations and server are on lease and the lease is ending at the end of this month.

I explained to the Customer Service Rep that I purchased this Dell Server and had asked several time regarding delivery times in order that I may facilitate the installation of this server in a timely manner. I was told that the server would be here for me no later then June 2nd. Accordingly I allocated two technicians, one local and one I had to fly in from out of town to get this server setup. I had allocated 2 days for them to install, test and turn up this server. I also explained that I had no openings for the next couple of months and that if the server does not show up, I would have to farm of the job to another company and there was a potential of a loosing a client. One client in the grand scheme of things might not be important to you but it is very important to me.

After placing the order I called several times, each time being put on hold forever and being transferred back and forth having to re-tell my story many times over only to be told finally that the server will be there basically when it will be there and there was nothing more anybody could do to get it here any faster. I spent many hours on the phone speaking to various customer service reps., explaining and pleading my case but again it was “there is nothing we can do, it will leave here once it is done and get there soon”.

Finally I saw an email that it was shipped and I called to see how it was shipped which the customer service agent would not disclose after repeatedly asking him, and all he would say is once it gets to the border it will be delivered the next day, Finally tired of not getting anywhere and being spoken too like I was his child, I asked to speak to the manager who informed me that it was shipped ground.

As I sit here today writing this email, my technicians are gone and I had to pay them 2 days wages plus expenses from one of them and I have no open times in the schedule to get this server installed. I fail to see the logic or the reason of this whole situation and I am left with many questions..

Never again. Dell’s customer service is a complete nightmare. For the past year I have been trying to get a problem resolved. No one at Dell is capable of helping fix what I think is a simple problem. I even offered to ship the PC. Their command of the English Language is marginal at best. How such a great company as fallen so much is beyond me.

I signed a PO Work Order at work for $31,000 in new HP equipment. Didn’t even consider Dell. I will not recommend Dell to associates or friends their just that bad

I am a real estate agent and my laptop and cell phone are my life. I recently asked dell where I could take my pc to have it fixed and then pick it up when it is ready. They spun me around for 3 hours trying to trouble shoot the problem and never did tell me where to take it. I finally had to call a local pc repair shop to get it fixed.

After trying unsuccessfully to buy a Dell netbook today and dealing with someone in India who barely spoke English and was not familiar with the Dell website offers, I decided to dump all my stock in Dell. Clearly this company’s management is intent on committing corporate suicide.

hi guys this is uma,i eat lot of dosa and dosa and i become a a dell technician

I have been a devote Dell customer in the past but I don’t think I woul;d ever purchase another Dell product after this last fiasco.
Waiting a month for a laptop, customer service people that can not speak english well enough to be of any help, hang up and disconnects. No response from Dell.
They just say if you are not happy then cancel your order.

I am another Dell customer who has been distressed over Dell’s unprofessional service. First they are still keeping a hold on my Bank Account until February on an order for a 1.5TB drive that they screwed up and lost all record of. I have the Dell Purchase ID which is all they ever gave to me besides a headache. I spoke to customer service and was transferred ~9 times and no one could help me with this. Now I need to close the bank account and I cannot because Dell is keeping this hold on my account even though I requested it to be canceled. They leave me no way to contact them online about this because they never gave me an Order Number which is needed to submitted anything online. The people who answer their phones at customer service are clueless. Now I have been a Dell customer for over 10 yrs. and have at least 10 Dell computers at my Small Business among other Dell products and never have I been so inconvenienced and alienated by a company.

I will go out of my way not to purchase from Dell now even when they are having their deals because of the chance they might screw it up again. So I went to a big competitor of theirs and I found the same hard drive for less and it came in 2 days to my doorstep with no hassles. The order processing and shipping at said competitor was flawless. Dell has lost another lifetime customer and I will be recommending to all of my business contacts and family to steer clear of such an unprofessional company.

Former Dell Customer

I have been on hold with a hard drive issue for 2 hrs. They transfer my call, ask the same questions again, drop my call, I call back, they ask me the same questions again, drop my call. Yesterday they took my $49 for the service call, couldn’t fix my problem and then called me back today to place me on eternal hold. I will never buy a Dell again!!

Have only purchased Dell PCs for past 12 years. Due to broken language, and script service from over seas. I will purchase Toshiba this time. Hate doing it, but I can’t take it any longer.

My one year old Dell laptop is out of warranty and my service contract that I had to pay $250 for in order to talk to them six times is used up. The service was good while it lasted, but now they will not renew the contract unless I renew the warranty. That will most likely cost me at least $500 and I am really steamed at this policy of theirs.

I will look for someone else to solve what I think is a simple sound problem and I will no longer purchase Dell products.

I bought a dell laptop 2 weeks before. I booked the laptop in Croma showroom Sony world signal Bangalore. The girl took 44,700 from me and gave receipt for the same in Croma. But after I got the Laptop I saw It is Rs 43,000.I asked explanation to that girl(ANU sales executive, Dell Exclusive store Domulur).She was lying and telling some stories. I informed to the manager. He was talking in Unethical way saying I WONOT BOTHER ABOUT CUSTOMER SATISFACTION. I said to manager”I spent so much of money by making call and travelling”. He said “I will give some Rs 100 for that”. DELL MANAGER TREATED ME AS A BEGGER.

SO DONOT BELIEVE DELL. THEY MADE ME AS A MAD.
EVEN THOUGH I HAVE ALL EVIDENCE WITH ME NO BODY IN DELL READY TO LISTEN AND ACCEPT IT.ALL IN DOMALUR DELL SHOWROOM HAS SHARE IN THAT I GUESS.THEY ARE DOING THIS THING FOR SO MANY YEARS.So that they were are not listening me eventhough i showed the proof. nearly two weeks I was not sleeping because of this.I BECOME A JOCKER IN FRONT OF MY FRIENDS AND FAMILY.ALL ARE LAUGHING AT ME SAYING “NO IDIOT CAN BUY THIS LAPTOP FOR THIS RATE”.SO PLEASE AWARE OF THEM. ESPECIALLY DONOT BUY DELL LAPTOP IN CROMA SHOWROOM AND DELL EXCLUSIVE STORE DOMULUR.

I donot have enough money and time to proceed it.They are not ready to proceed it. So I left it.

Suggest you friends not to buy Dell laptop anywhere especially in Croma Showroom near Sony world signal.
If you buy I am sure they wonot help you if you get any problem.

According to me there is no different between theif and that Dell Girl(ANU).

THE GREAT LADY WHO CHEATED ME IS “ANU”.
THE GREAT MANAGER WOH TALKS IN UNETHICAL WAY IS “ABHISHEK”.manager of Dell exclusive store Domalur

You obviously work for Dell somewhere- because that is not what happens! It is 2013 and Dell still has the same Horrible customer service- doesn’t matter if you are a longtime customer- or by the best of the best from Dell- their customer service is the worst ever that I’ve experienced!

It’s a good thing they’ve noticed. But, There has to be a time when they decide to fix the Dell customer service process.. I’m convinced that they could fix any problem, including mine, but I’m not getting the help that I need. I don’t understand why Dell won’t simply augment their system within their customer care department. Why do they wait until people like you and me are blogging about terrible customer service issues? It seems as though they are trying to avoid helping their customers, and then if there is no social media damage, then they are able to write off or forget about their upset customers. I think if they really cared about customers, or about loyalty towards their brand and having a good name, they would train their reps to listen, and not be so stone cold and inflexible regarding somewhat gray issues. “Gray issues” are often the problem that customers face with Dell. My current experience tells me that Dell Sucks. Inspiron sucks. Specifically, the Inspiron 3737 sucks. In January of 2013, my brother and mother went in to buy me a new laptop. Someone had broken into our house and stolen our previous 2 laptops, and our flat-screen TV. So, for Christmas, they bought this new laptop for me… although I did not receive it until late January, as it was in the mail. The laptop was up and running quickly, and we all loved it. Nice wide keyboard, big screen, fast. Loved it. During the summer of 2013, the laptop started acting a bit funny. At first we did not know what it was. The cursor was hi-lighting things, and not allowing the clicker to work properly. This happened occasionally – once or twice per day for a couple of months. It began getting worse. By late October, we figured the problem out. It was the left “mouse” or clicker button below the touch-pad, which was sometimes sticking. Somehow my son figured it out, as he’s fairly savvy with computers. So, I called my brother first, and told him of the problem. Right away, (in early November) he contacted Dell, and told them of the problem. Whomever he spoke to at Dell (which may have been the “wrong department”), they told him that he would need a purchase order number, since he had bought the Inspiron 3737 online. It took him several weeks to find the number, but found it eventually. As we continued to wait for the “purchase order number” from my brother, it became eventually obvious that the button had completely failed. I received the purchase order number from him during Christmas break, since that is when I was in contact with my brother. I called Dell to follow up, and was passed around, and the call was disconnected. Very frustrating. Dell Sucks. No matter, this was an ongoing issue, so I wasn’t worried. Then, I called back after New Years on the 10th (so I was told by Dell Support). They told me that first they needed a number on the bottom of the laptop. I was out of the house, but I had brought the laptop with me for the phone call. (I was on the phone for a long time, and had to go to a doctor’s appointment). Dell Sucks! They told me that my warranty was one week expired. I told them the story, and let them know that this was our 3rd time calling, and second time getting through. So they put me on hold. Dell is so bad. I was on hold for just under an hour and twenty minutes! When I finally reached a person, they apologized and told me that there system was down, and it would be a couple of hours before their system would be up again. He said I’d need to call back some other day. Nice guy, but it really sucked Dell. I wasn’t worried though, since we’d started this process in early November. So, I called a 4th time, which was today – Jan 15, 2015, before noon. They asked for the same code on the bottom of the computer, and I told them the whole story. They said they would forward me to a different person, and escalate my issue. Instead, my call was routed right back to the same department! So, I re-told my story, and they again requested the number on the bottom of the computer. They told me that they would escalate the problem again. Dell Sucks, because it happened AGAIN! I was re-routed to the same department AGAIN! Do not buy Dell if you’re interested in getting any help with a faulty computer! I told my story for the 3rd time. This time with the number on the bottom of the computer all ready to go, as well as the purchase order number which we were told to find. This guy was probably from India or Pakistan, due to his obvious accent. I had a really hard time understanding him. His demeanor was actually great though. Nice guy. But, he seemed to totally ignore my entire story and told me that I would be charged money since my warranty had just expired!!! I explained to him that it expired AFTER we first began calling them and explaining to them that the laptop was totally lame, and not working properly. Dell’s computer is faulty. He just repeated himself, and mentioned that there was no record of my brother calling him, that my brother failed to give them all of the information regarding the laptop. I asked him if there were departments that might not know about the special number on the bottom of the laptop (like me…we didn’t know.) He said yes, but it was my brother’s responsibility to give Dell this specific number. Ridiculous! Dell did not request that number when he called. My brother was given wrong information BY DELL about what number he will need in order for the laptop to be fixed. Then, I’m told by this (relatively nice) guy that we don’t need that number at all! Then Dell blames us for the misinformation that came from them! So, after going back and forth with the guy, and telling him that I do not want to go back and forth, but to have Dell’s mistake fixed, I asked him if we could please escalate this problem, since he COULD NOT HELP ME. Dell sucks so much. Dell’s customer service is terrible. The guy wasn’t terrible, but if that is the way that they work… to GIVE MISINFORMATION UNTIL THE WARRANTY EXPIRES, SO THEY DON’T HAVE TO FIX ANYTHING? Inspiron’s customer service design is definitely lame. The guy agreed to escalate the issue, put me on hold for about a half hour, then he or the system hung up on me. Ridiculous, so far my brother has had one “successful” phone call which was completed even though THEY TOTALLY MISINFORMED HIM. Then, I’ve had 3 incomplete calls, and I’ve been blamed for DELL’S MISINFORMATION to boot!!! Come on! What does it take to get Dell to fix their manufacturing mistake, to honor their warranty, and to give me one customer service experience where I am not cut off in some way? Dell, why? Is this how you sell computers? Stonewall the customer until the warranty “expires”? Somebody, help, since it’s clear that DELL CANNOT HELP ME!! OK. I’ve called Dell back regarding the same issue, now my 4th call. I’ve finally convinced someone to escalate my issue after about 45 minutes of going back and forth with the same kinds of discussions. I am now (allegedly) on hold…. The manager just told me that his department could never help me. That is understandable. Back to customer care… only for the second time….. more to come.