Posted by Reena, Los Altos CA on November 20, 2008:

I am in DellHell for the past nearly 2 weeks due to a laptop XPS 1330 which is only 1 year old. I am still in warranty and cannot get service...here is the email I sent to the Chief DellHell last week. I have shipped my Dell to them 3 days ago and they still cannot tell me what's going on!! I am beginning to think my Dell is lost for good. Email to Michael Dell follows:

Dear Michael Dell:

I am a small business owner and run a consulting business. Last year Nov 2007 I made the mistake of buying a Dell. I am not a super-power user. I use basic office apps on it.

Here is my experience -
--In less than 1 year the laptop slows down and starts crashing (I do all system maintenance stuff all the time and I do not load crap on my machine
--On Sunday Nov 9 it crashes completely and cannot be revived. I am on the phone with Dell support for 2 hours. They tell me i am not under warranty - LIES! I correct them that I am under warranty until NOv 2009. They agree.
--They ask me to run various checks which I cannot because this less than 1 year old thing called a laptop cannot be revived. Tech support tells me it's a hardware issue!
--They are going to have a local tech call me to fix it,
-- 1 day goes by no call
-- 2nd day no call from any tech.
-- I call Dell support to ask for help. They assume me a tech will call within the hour
-- NOone calls me
-- I call Dell and scream. They give me the phone number for local Tech (BankTech) to call myself...now I am on my own
-- I call BankTech - I have been given the wrong phone number.
-- I find the correct number and call BankTech myself. They assure me a tech will call me within the hour. No one calls.
-- I call them back. Thye assume me a tech will call within the hour. No one calls me.
-- I call BankTech again. They assure me someone will call ASAP. A tech calls me and says he's been assigned to the job and can come over now
-- Tech from BankTech shows up 1/2 hour later and tells me he's never worked on XPS 1330 before but was just assigned to the job because the right tech was not avaialable. But he assures me he can fix it! Ha!
-- He spends 1/2 hour on it and cannot unscrew the cover to get to the motherboard...He asks me if I have a small screwdriver!!!!!!!!!!!!!!
--He then told me he needs to go to local drug store to buy a screwdriver!!!!!! And he spent next 1/2 hour securing one.
--Then he tinkered around with my laptop for anohter 1/2 hour with no results. He then called Dell and they told him I would need to ship laptop back to them. He spent probably about anohter 20 min on the phone with them and they said they are sending me a box and that I would ahve my fixed laptop back in max 3-5 days and that it could even be less...
--It's 2 days later and I do not even have a BOX!!
--I just spent another hour with your tech support on chat and they told me the reason I do not have a box is because there was problem with the dispatch! bit now they fixed it and I will be getting a box by Monday -- they promised!! Wow wish I could believe them

Meanwhile a friend called and told me I should really move to a Mac and that if I ever had such an issue I could walk into an APPLE store and simply exchange my laptop WOW!

What I want you to know is that I will NEVER buy a Dell every again.

---

Well, #1, I don't care if you buy a Dell again or not, since this isn't Dell, and we have no financial interest in Dell, as certainly anyone should be able to see easily. And #2, I doubt very many people will bother to read your tirade since, even though you have a legit issue with their contract tech, you're up in arms because Dell has had your computer for THREE WHOLE DAYS? That's not "Dell Hell", that's a minor inconvenience. -rc

Posted by Amanda - Illinois on November 20, 2008:

My mom who lives on a fixed income purchased 3 dell computers on Sept 13, 2008. 2 laptops for my daughters and one desktop for herself. The desktop has been returned twice after much hollering they finally agreed to take it back, but would not credit her until they had received it, we are still waiting for the credit. 35 days from the purchase date the 2 refurbished laptops with a 1 year warranty began acting up. After hours of hold time no resolution to the problem, the keyboards stick and are not covered under the basic warranty. I told the customer service people I wanted to speak to an english speaking supervior American. I was informed if I wanted to do that I would have to buy the upgraded warranty for $140.00 for 1 year. Needless to say my blood pressure shot through the roof and I am sending the laptops back and have asked my mom not to make any more payments on these 2 items. I decided to try and call Dell corporate offices direct but it seems every number that is listed goes to their outsourcing to India or wherever they are my american made product is not in any way supported by american people. After having owned not 1 but 3 Dell computers I will never purchase another one again. I have contacted the Attorney Gernerals office in Illinois and have filed a complaint on behalf of my mom, where this will go I have no idea but I know where Dell can go. Should anyone have a phone number to contact their corporate office could you please tell me where to find it.

---

Dell computers are not "American made". You demand the lowest possible price, and are then surprised you can't get high-dollar support? Again, while frustrating, this is hardly a case of "Dell Hell". -rc

Posted by Nicole from BC, Canada on November 22, 2008:

So almost couple of years ago, my boyfriend bought a Dell XPS 750 desktop computer from Dell. It cost him about 3k, had a custom case and all that jazz.

About 5 months into his warranty, his memory cards stopped registering. He ended up fixing them by taking them out and resetting them. Not a huge deal, but he managed to figure it out on his own without having to call tech support.

Then almost a year later, after we'd started dating, we were playing Black and White 2 on his computer one night when the screen froze. Nothing happened. He tried rebooting his computer, and it was basically dead. The screen went black and wouldn't switch back on. There were a couple of lights somewhere on his computer or monitor that stayed on, I can't remember which.

Anyways this time he called tech support, and they said his 1 year warranty had expired and there wasn't anything they could do for him. Then they said that the problem could be with his motherboard or graphics card, and he'd have to get them from Dell because his computer was custom made. I've seen this complaint on Cranky Customer and I have to agree about what a pain in the ass it is, even though yes I know it was a custom computer and we probably should've expected it anyways.

The bill would've been between $500 - $700 for those two parts alone, plus labor and shipping and all that. Totally not worth it. So my boyfriend talked to a local techie and ended up replacing most of his computer parts with non-Dell parts. He found out today his motherboard is fried and that's having to been replaced.

He found out when he got his computer fixed by the local techie the first time, that everything had been so customized and fitted for Dell that unless he went to Dell specifically to get his repairs, he wasn't going to be able to get his parts anywhere else.

So what's up with his computer now? He got a new tower and pretty much everything from his original 3k Dell desktop has been replaced. His old custom metal case is my current computer chair. He basically had to buy a new computer because of his decision not to go back to Dell, but if he had, who knows how long it would've been until it had another major meltdown? Two things within a year and a half is hard to excuse, especially for 3k.

Some of the fault may have been my boyfriend's, but Dell could've given better service. If nothing else, my boyfriend swears he'll never go back to Dell, and he'll not be getting a customized computer... at least not as customized as Dell had made his.

On topic, thank you for this article posting, especially the "conclusion" and "lessons learned" sections. Those were very helpful and I will be sure to pass them on to my boyfriend.

Posted by Gerd, Germany on November 24, 2008:

I was in Dell hell for 2 months, having bought a laptop with an incredible amount of issues, some fixable (in theory), some not. I was ignored completely first (NBD support my ass) then I mailed the EMEA boss, then I landed in the known Dell escalation and procrastination hell and at the end they had to admit that they couldn't fix the crackling sound issue so many people suffer from on pretty much all current Dell laptops. I got my money back.

Other customers are still believing that Dell is working on a fix (they don't, believe me) and swallow the lies and unacceptable workarounds as a sign of activity. They *want* to believe that Dell still deserves the reputation from the old days. The real bad thing is: Dell can count on the laziness ("uh I don't want to return it"), the ignorance ("I don't listen to music on my laptop") and the stupidity of most of their customers and other companies learn that they can get away with the ugliest tricks and worst customer treatment as well. Satisfying customers was yesterday, today satisfying stockholders is all that counts and in order to to achieve that, they will all inevitably come to the point where that is only possible by making products and services so bad that the dumb majority of customers doesn't complain too loud. Dell is well beyond that point.

Posted by Erica, San Francisco on November 24, 2008:

I just recently purchased a Dell computer desk top. Thinking this was a good idea, since I had bought a lap top a few years back and had no problems. Well. I was wrong because I never had to call customer service. I have had to call Dell over a dozen times since receiving my computer (which was a month late). Not once have I spoken to someone I can understand, and when I try to talk to a manager to get my problem fixed they're on the phone. Apparently, they do not have a "call back" option. The operators sound like fricken robots! You can tell they have obviously been told to read specific lines (and all those do, is piss me off further). "I am sorry for your inconvenience ma'am." "I have read the specifications and there is nothing we can do to help you with this problem." All I want to do is return my god damn computer because YOUR CUSTOMER SERVICE SUCKS!!! I just wasted an hour of my time. Calling 3 times because I was disconnected once and the first girl couldn't help me. What ever happened to "the customer is right"? They think because they use "nice" voices, that they can just shrug us off like that?! It's complete BS!!

Posted by Dan Hertford North Carolina on November 25, 2008:

In September 2008 I purchased a Dell XPS 420 fully loaded for $5,000. One of the main features I ordered was an internal Blu-Ray Writer to use to backup thousands of photos. I was very upset to see the computer arrive with a Blu-Ray reader rather than a writer. I called Dell several times to resolve the problem and all they offered was for me to send the computer back. Since I had invested many hours in uploading thousands of files to the new computer I casked them to just send me the writer and I would install it. After several agonizing calls I finally got them to agree to send the part if I paid another $300. I agreed. Work and other priorities kept me from installing the drive until last week and I found that the replacement was also just a reader. Several more calls to Dell. Back and forth between Tech Support and Customer Care and still no fix to a very simple problem. Send me the part I ordered and I will return the wrong part that was shipped. With no resolution via phone I sent the following to their customer care department.

Problem Description:

I have spent several hours on the phone with Dell and no satisfaction. I ordered a computer with a Blu-Ray Writer and was sent a Blu_Ray Reader. After several hours on the phone with Leslie Orantes she agreed to send me a Blu-Ray Writer if I paid an additional $300 which I did. The drive she sent me was another Blu-Ray Reader. My latest call to Jenny in Tech support did not result in any solution. She sent me to Customer Care who sent me back to Tech Support.

I am sick and tired of your ineptitude. I want the internal Blu-Ray Writer I paid for shipped to my house. I do not want to spend any more time on the phone with someone who cannot fix a very simple problem.

Here is their first reply:

Dear Dan,

Thank you for contacting Dell Online Customer Care.

Your request to replace the Blu-Ray Writer on your order number 457669384 has been received. Your order is now beyond our 21 day replacement period and I am unable to process a replacement. The 21 day replacement period is in line with industry standards, provides ample time for a customer to initiate a replacement, and is offered to our customers as a courtesy versus an "All sales final" policy.

To place an order for this item, please contact our sales department at: Toll free phone 1-800-289-3355.

Sincerely,

Mandeep Kalha
Rep ID 106201
Dell Online Customer Care

Here is my next reply trying to explain in further detail:

Maybe you do not understand the entire situation. I purchased my computer from you with a Blu-Ray writer requested in the original order. YOU made the mistake and did not include the writer in the $5,000+ order. Then YOU admitted the mistake and agreed to send a Blu-Ray Writer to me if I agreed to pay an additional $300+ for it. I agreed. Then YOU made another mistake and sent me another Blu-Ray Reader in error. I have not made any mistakes other than not having the time to install the component until now. Migrating data and components to a new computer is a big job and it takes time. YOU have made two mistakes on my order and YOU are responsible for correcting the mistakes. I do not feel that referencing a 21 day replacement policy applies to a transaction where YOU made all the mistakes. YOU ARE RESPONSIBLE to make this transaction right. If you cannot resolve this, please refer me to a manager who has the authority to do what is right.

Here is their next reply:

Dear Dan,

Thank you for contacting Dell Online Customer Care.

I sincerely apologize for the inconvenience this matter caused. I would like to inform you, that the original order number $$$$$$$$$ and the 2nd order number $$$$$$$ for the Blu-Ray Writer are outside the 21 days from invoice date return period.

Also, I would like to inform you that exchanges at Dell are issued for like to like items within the first 21 days from the date of invoice.

If I initiate an exchange for this product, this will mean that you will receive the same product as replacement. Since you have mentioned that you want a different item, exchange would not be an option available. Also, my manager would provide the same information.

To place an order for this item, please contact our sales department at: Toll free phone 1-800-289-3355.

Sincerely,

Mandeep Kalha
Rep ID 106201
Dell Online Customer Care
http://support.dell.com

Here is my next reply sent on November 25th 2008

Like I said already, this is your mistake and your responsibility to fix it. Please forward this e-mail to your manager or your manager's manager for reply. I am not asking for a simple return, I am asking you to fix a problem that you caused. I will pursue this until I get a favorable resolution.

Dan

I will update this post as the issue progresses. I am retired and have plenty of time to fight this issue to resolution. But it is no fun in Dell Hell!

Posted by JoAnne Charlotte, NC on November 29, 2008:

I purchased a Dell XPS M1530 July 11, 2008. On the day it arrived July 15, 2008 I had a problem with the computer and called Dell. A representative connected directly to my computer to update software and to correct the problem. He then talked to me regarding accessories for this computer telling me that Dell had on sale a digital TV tuner that would turn my notebook into a television on sale for $65.99 would I be interested. I said yes. When the TV tuner arrived I was not able to install the tuner and called Dell, they told me I did not purchase Tech support and would have to pay additionally for someone to install this TV tuner. I asked for a manager to return my call and was told someone would return my call. Several weeks later still no call, I called Again in September and was basically told the same thing. Again no call. I put the tuner to the side and in when I had a computer tech person at my home asked if he would try to install this "Digital Tuner" He looked at it and told me it was not compatible with my XPS M1530 and it WAS NOT A DIGITAL TUNER it was analog! It would not work after February even if it work with my new Dell notebook computer. My issue with Dell is that they suggested and sold to me a TV tuner for my notebook computer (A DELL) that was supposed to be both compatible to my computer and Digital. Why would Dell sales and technical people who you should be able to trust for product knowledge sell something that they fully know will not be useable after 2/2009 (less than 6 months) to customers saying they are Digital Tuners? I had just spent over $1000 on a top of the line computer why would they market obsolete product to consumer like me that trust they are being told the truth and depend on Dell for technical advise, product compatibility and honestly? They misrepresented this TV tuner as Digital and neglected to tell me it would be unusable after Feb 2009. Although I am upset over this misrepresentation I am even more upset over the chain of events that follow the sale of this TV tuner. The facts are as follows. Dell Computers sold me a product that was not compatible with my computer (this model was recommended from Dell and was sold to me as a compatible Digital TV tuner specifically for my XPS M 1530. I called within the 21 day period and was told by Dell that I purchased the product and not tech support and that if I would have to install or pay to have someone to install this product. I requested and was told by Dell that someone would be returning my call. I was not given a case number nor did I realize I needed on the 1st call. I do however have names, dates time of call and phone records to substantiate my calls. The main issue I have is the treatment I received (Customer service today) when I finally realized they sold me the wrong product and an obsolete product after I paid a computer technician to install the tuner. I called Dell, I spoke to a total of 14 people in a 3 hour period being scuffled between sales and customer support. I was told there were no supervisors to speak to and I was disconnect 4 times (I believe on purpose) and had to call back a total of 6 times, I have the names of most of the representatives I spoke to, the time of the calls and phone records to show each time they terminated my call and I called back. I have exhausted ever opportunity to resolve this issue with Dell and after 4 months of trying with no success have lost all faith in Dell and they have lost all future business they would have received from me and my family. I was told there are no supervisors to speak to, there was a language barrier as I believe this call center is in India and they have no desire to resolve any issue with American citizens. They refused to give me a name, phone number, email address or physical address to communicate to any other department manager or executive from Dell. In plain English, which they apparently lack the ability to understand Dell sales person Emmanuel I Balmes was either not knowledgeable enough to recommend and sell products compatible with Dell Notebook XPS M1530 or Dell purposely sold me a product they apparently had abundant stock of and wanted to dump on unsuspecting customers knowing that it would be obsolete in Feb 2009 and misrepresent it to be a digital TV tuner that "would make my XPS M1530 able to be a digital TV. I welcome anyone from Dell that has the ability to resolve this issue, verify my claim, phone records and explain to me why customer service can hang up 4 times on a customer (if I was not disconnected on purpose 4 times then they must have serious issues with customer service phone line) , transfer 13 times and lie to customers treating with great disrespect. In my opinion if the call center was manned with Americans or in this country we would have not come to this extent of disrespect. It is clear to me that another country (India) cares nothing about American consumer issues or cares to resolve them and has no problem lying about or misrepresenting a product just to sell obsolete stock to unsuspecting American consumers.

Posted by Gina NJ on November 30, 2008:

DELL'S CUSTOMER SERVICE FAILS MISERABLY !!!!
by Stormbringer - Nov 30th, 2008 @ 10:23am
Dell's customer service is decrepid and not effective at all. I have been on the phone going on 4 hrs now being hung up on 4 times in that timeframe. I am very disgusted they are atrocious. I cannot even get them to change my billing and shipping address they misspelled the street name (the service rep even spelled it back to me correctly and wrote it down wrong ?) and now they say the only way to change that is to cancel the order and reorder? HELLO? can I get them for Christmas? As it stands right now I ordered them on 11/28/08 and will not receive them until 12/15 or thereabouts if I cancel the order will I get them in a timely manner. Change the order and have it not even be the same and quoted in someone else's blog this company is a nightmare all the way around I should have known better than to order from these guys they are terrible... Cust serv reps cannot even transfer phonecalls properly or is it the PBX exchange or is it just them routing a call that looks as though it was disconnected. 4 times hung up on if I can get one person not to buy from Dell as a result of this blog I have done my part. To go thru this kind of BS for the last few hrs is madness. You will not get any more money from me Dell You are the last company I would buy from. Bring tech support back to the USA pay your people well and get people that can spell words not just read off of a sales pitch card give your people the ability to change mistake you've made in your business and not have the customer suffer from your mistakes. It was clearly a mistake on your reps part and I have to pay for that mistake? I think not, spend a $150 million and not even get your customer service issues corrected - it has gotten worse read blogs on Dell's very own web site and you will see many many more comments and concerns just like the one I am posting here. Let the Dell nightmare be over they are run worse than this country is right now.

Posted by Peggy, Mississippi on December 1, 2008:

I have owned Dells in the past and have been pleased. However, my most recent Dell purchase has changed my mind. The recent Dell sales catalog offered a free Magellan GPS with the purchase of a particular system. When I ordered the system through the Dell online site, I typed in the name of the system in the Dell search. I then ordered that system. I did not receive the GPS with my order. Dell now says that I was not eligible for the promotion. Although I specifically searched for this system on the Dell site, my system supposedly isn't the same that is in the sale catalog. I have talked to several Dell representatives in the last few days. Most of them have passed me on to yet another outsourced Dell rep. None of them have taken care of the problem. They state matter of factly that I can't have the GPS and don't seem to care about their customer base. I am forced to feel that this free GPS offer was a scam.

Posted by joleen Oklahoma on December 3, 2008:

I ordered simple ink cartridges in sept, they never arrived but the bill did. I bought some locally and then I spent more than two hours calling the customer service number on the bill, dealing with voice prompting to only be disconnected eight times. Today when I got another bill including over $34.00 worth of late charges (on a 120.00 bill) I called for another hour, got disconnected, so I called some other number on the back of the invoice and was transfered around the world to someone who said they were in india told me "its too late"....?? Too late for what I said? I requested a delivery conformation, because apparently it wasnt too late, as the indian told me the package had been delivered and it was too late to file a claim and there were no records....????? I called the C.S. number for another hour again today and then gave up. I would never buy anything from them again, I am very angry that Dell treats customer service as an after thought. I guess I will be doomed to Dell Collections.