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May 15, 2006 -- Dell makes paltry effort at redemption

Dell is the company that changed the modern computer world as we know it. Dell set out to make computers more affordable for everyone and it worked. The company moved with the times one out of every three computers in the U.S. is a Dell. But Dell is having trouble these days. Dell can’t hit its financial numbers and its customers aren’t happy. The company has let its customer service get worse and worse, and customers have started losing faith. Dell finally seems to realize it has a problem and says it is hiring more customer service representatives. But, news reports state that the 400 new employees the company has hired in Oklahoma City are for corporate clients only. That’s just not smart. Until Dell puts the focus on the customer, you buy one of its computers at your peril.



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What others are saying

  • Dell Computers
    Where do I find the settlement forms?
  • PROBLEMS WITH NEW COMPUTER
    I PURCHASED A NEW COMPUTER IN 2006. WITHIN A MONTH I STARTED HAVING PROBLEMS. MY COMPUTER WAS FINALLY FIXED IN 2008 . I WAS PASSED AROUND A LOT. I THREATENED TO SEND IT BACK. THE PEOPLE AT DELL SAID ( WHO DO YOU THINK YOU ARE GOING TO SENT IT BACK TO.) MY COMPUTER WAS FIXED ONE WEEK BEFORE Warrenty was out. everything in the computer was replaced. I ordered two hard drives, there was only one in it.
  • Speaking to Bangalore
    I nipped my power cord on my new Dell Inspiron 1420 laptop in the gears of my recliner last night...so I went online to my Dell account, using the service tag number, to look up the replacement part. The search results didn't match the specs on the power brick, so I used tech support online chat. The rep suggested the same power supply whose specs don't match. So I called tech support. Finally they found a 90 watt adapter with a matching part number, so I ordered it. It took FOREVER--I had to spell out "lane" (as in my street) and spell out the state abbreviation for my state. The Indian person I spoke to was very nice and polite but really limited in English.

    This whole process started when I was about to go to bed at 11:30 p.m. and I finally got to bed at 1:30 a.m.!

    You have the option of paying $99 extra per year to have an American tech support person available to you--and this is announced during the hold music while you're waiting to talk to the tech support.

    Anyone with free, English speaking tech support will have the market edge fast.
  • Dell customer NO service
    I bought a brand new Dell computer expecting it to work like a brand new computer. To my surprise, internet access would not work. I called my ISP first to narrow down the problem. Charter Communications came out tested my connection and weren't able to make it work either, however they were getting good readings from my modem. I called Dell only to have them transfer me back and forth to different representatives. I repeated trouble shooting with every one of the customer service reps until they suggested I go back to my ISP. Again, I tried to get them out to see what they could do...still didn't work. I called back to Dell and they conferenced in my ISP w/ a service rep and decided that it was in fact Dell's issue. They sent a technition out to replace my mother board. My internet worked for a day then the whole computer crashed. I called back to Dell agian went through the same trouble shooting again then decided I would give the magic phrase stating that I would back the charges off my credit card and sent the lemon pc back to them. The customer service agents all changed their attitudes and assigned me a service specialist for my case. Dell then sent a technition out to replace everything in my computer other than the power button(according to the technition). Finally, after two months of battling Dell my issue was resolved...two months w/ no computer to use for my in-home small business!
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