Comments on: Open letter to Michael Dell

Industry veteran John Dickinson has a bone to pick with Dell's CEO: Your customer service just ain't what it used to be.

[zetadoll]

I firmly agree. Dell has the worst custumer service. I ordered a Dell battery for my laptop over a month ago and still have not received it. Every week they send me an email telling me it has been delayed. So of course, I called Dell. They blew me off as if to say we have your money now so wait. The fact that I use my computer for my home office incorporated with the fact that I can not use my laptop all at because I think it has burned out the AC Adapter is insignificant to Dell and their representatives, who barely speak English, let it be known. I asked them if I could change the method of payment to overnight express and they told me no. I would have to cancel my order and place a new order which would delay me another month of so. This makes no sense. I didn't want to cancel the order only wanted to change the shipping method. But they would let me. I spoke with Abhi (Employee #125174) who is the Customer Service manager and after getting nowhere with him, I asked to speak to his manager. He indicated that he was it. There is no one else to speak to and I kindly informed him that that was untrue because he does not own dell. Needless to say, I am held hostage in my home office and had to borrow a laptop to conduct any type of business and Dell really doesn't care. The really sad part is that I have called several retail stores and NO ONE sells Dell batteries.

I think I will stay with Gateway, Apple or HP in the future.

[Loquacious1]

Misery loves company, so am in good company here.

Hard to believe I just purchased a Dell XPS 730 after all Dell has put me through with my Dimension 8200 over the course of 7 years! Got to love their using expensive RAMBUS proprietary memory, then under supplying systems with it to gouge yet more money from us. One born every second. Sadly nothing has changed with this company as they bungle along, one hand not knowing what the other is doing. Right now I sit looking at the blank Ultrasharp 27" monitor they've sent weeks ago, and the Saitek Eclipse keyboard which still have no CPU to run them. After requesting an XP downgrade DVD for having bought Vista Ultimate they now tell me their components do not play nicely with XP anymore. Of course this was not mentioned at time of purchase although I clearly indicated potential need to downgrade while inquiring about the Microsoft downgrade disk. Add to this their supposed homeland security questions which wreaked of marketing, and I'm thinking my head should have been examined.

I hate to run Dell down, but they've certainly earned it. If an Apple Pro system had been more affordable I'd have jumped ship this time around, but when the next new kid rolls into town - to my thinking they are history. To the anti iFanboys and gals out there, don't knock this notion being as I'm also a graphics artist on my days off as a brainwashed consumer and need a system that handles these tasks more than the need to game. ;^D Group hugs to all with sincere empathy!

[dcburr]

I just addressed a detailed account of how Dell and its service provides Qualizserv and Banctec just treated me terribly and tried oh so hard NOT to provide next day service to

James Howicz
Dell Legal Director
[e-mail]
512-728-4948
Lewis Rose
Dell Outside Counsel
[e-mail]
202-342-8821

I ended the account of my 2.5 wasted hours with the following:


I already have a claim form from the State of California Office of the Attorney General as a result of the agreement that Dell entered into with 33 States; from a prior claim stemming from this same negligent care.
I am positive that had we not contacted Dell and its service provider and insisted that we receive some level of customer care, that we never would have received the service call today, nor would we even had received the courtesy of a simple phone call.
I spent 2 and ½ hours of time that I can ill-afford today on something that should just happen. Something that we were promised, something that we paid for, and something that Dell as put in writing that it will not screw-up any more.
I am thinking that Dells ?Assurance? is not worth the paper that it is written on, and I am struggling with why I should not contact our Dell Premier Representative to tell him that we will not longer be doing business with Dell. I have already shared this experience with the Attorney General?s Office.
Please feel free to share this with anyone at Dell you feel will actually care about this, though based on what I have read on the Internet and my own personal experience, I not sure anyone actually will.


Bottom line: if they don't stop this crap and start treating customers like um... hmmm customers and not "Marks" the recession will be the least of their worries.

Michael Dell: dispite what P.T. Barnum may or may not have said, we your once loyal customer are not suckers.