Posted by Susan Louisiana on December 30, 2008:

I recently heard a news flash, a quick one if you know what I mean. It left me wondering if I actually heard what I thought I heard, Lo and Behold I got home from work and called DELL to confirm what I thought I heard and they verified THIS!! UNBELIEVABLE to say the least, NEW RULE, when anyone calls DELL for tech support and asks to speak with someone they can better understand the English language from, they will now be charged 12.95. This charge will only be enforced when asking for someone who fluently can speak ENGLISH! CALL THEM YOURSELF AND ASK, I DID AND THEY CONFIRMED IT!! I don't think I need say more..

Posted by Mike, California on December 30, 2008:

I bought my Studio 540 model with an ATI Radeon HD 3450 video card to set up in my home theater for watching some DVD's and netflix in Dolby Digital surround sound through the HDMI port on the video card, as it was designed. My monitor is my 56" 1080P HDTV and my speakers are high end speakers hooked up to a $1200 Denon amplifier that works perfectly with every other component I have hooked into it. At first the computer had no sound at all. After 2 hours with a tech he updated a couple drivers and switched the HDMI output in the control panel and I had sound. I thought things were fine until over the next few days I found out the sound would be distorted (really bad) intermittently. After another week or a little more (I am buying a house and work long hours, so I was short on time) I spend another 2+ hours on the phone getting new drivers and disassembling my computer. I end up having to pry out the video card to reseat it because the tech never told me about another screw that needed to be removed to remove the card, so the frame of my computer got bent up, and still no resolution. They dispatch a new ATI Radeon card at this point, and the next day I call Dell to tell them I want to return my computer or get a new one since I had to pry on my computer and had no trust for the techs. I was told since I was past the 21 days I was out of luck on a return. I told them I recieved the computer less than 21 days prior, to which they responded the shipping date from Dell, not the day I recieve it, is when the 21 days starts. That really made me mad, and at that point all customer care would say is they understood my frustration but could not help me. So at this point I still have distorted sound and no Dolby Digital output, which was a key reason I ordered the computer, to hook up in my home theater.

The next week a tech came out and installed the new card, and we had the same exact problem. He calls the tech support line (with my cell phone, burning my minutes) and after over a half hour on hold they agreee to ship a new power supply (mine had a bad connector), motherboard, and sound card (I ordered a sound blaster audigy upgrade, which doesn't work in concert with the output through the video card as the sales person told me, but I wanted it any way since I paid for it and it wasn't there). The tech then tells me he is about positive it is a driver issue, so while I awaited his return I did research and updated the ATI Catalyst software and downloaded the Realtek ATI driver. I now had Dolby Digital, but intermittent distorted sound still.

The next week the tech shows up, and they sent the wrong power supply, no sound card, and the motherboard. He uses my phone again, and after 45 minutes is told they are really dispatching the correct parts this time, including the sound card. I didn't boot up the computer for a couple days after he left (the parts were supposed to arrive that day, but I got an automated call that they were delayed) and when I go to boot up the power light is orange and it never boots up. Great, a dead power supply! This was really galling because I was trying to print out documents my realtor sent me for the house I am buying, and then I had to drive across town to work to use my work computer to print out the documents. The tech showed up the next week and replaced the power supply and motherboard (still no sound card, but I really didn't care at that point), and it was OK for a five minute test we did.

Of course, less han a week after I get major distortion again. I call the morons in tech support, and they ping pong me around until I complain to a superviser that they tell me they need to re-install my operating system. I ask them about my hundreds of albums of music, thousands of photos, and hours of home movies on the hard drive. They tell me that will all be lost, and I should buy a portable hard drive to back it up. I tell them I am not spending more money and more time, as I had already wasted a good 15 hours of my life because they sent me a defective product. They then tell me it is a software compatability issue and offer to transfer me to Dell on call, which is a pay service. I told them to connect me to another supervisor, who told me the same crap, and I told him to transfer me to Dell on call, but I would not pay a penny, since my computer never worked right. He said they could help me best and come up with a solution, and I wouldn't have to pay. After a half hour of hold the I was told for $69 they would gladly fix the problem, which really pissed me off as I told the guy the tech support people said I wouldn't be charged. Well, after getting transferred back to a Tech support supervosor, and 3 hours gone, they agree to replace the computer and escalate it to someone when I demanded they send out a tech to transfer my data. The "escalation" person said he couldn't send someone out to transfer my files, so I guess I will end up buying an external hard drive to back up my songs and family photos and videos. Considering Dell's crappy products that is a good investment anyway, I guess.

I am somewhat happy I am getting my computer replaced, but am worried that Dell doesn't know how to configure the drivers for the systems they send out. I will test out a DVD and online movie prior to loading anything on the new computer, and if there are issues with the sound I don't know what I will do at that point, as they refuse to refund me my money for their lemon computer. They tell me I have a software compatability issue, but this computer never worked from the start with Dell's factory configuration, which leeas me to believe thhy don't know how to configure the software from the factory, and the techs have no clue how to fix the issue either. At least I found some drivers (not on the Dell website) that gave me Dolby Digital, unlike the stereo output the Dell italled drivers gave me. I will keep my fingers crossed that the new machine actually works.

Posted by Jim - Pollock Pines, CA on December 30, 2008:

I do not know what happened internally at DELL to my order.

I ordered a Sony TV on 12/16/2008 (in the p.m.) over the phone with DELL. The listed price of the TV was $1099. At that time I gave the person the number on the coupon that I was sent by DELL for being a valued customer and was valid through 12/17/2008 for 20% off most monitors, TVs, and desktop & laptop accessories.

The person confirmed the coupon was valid and then quoted a price with the coupon and tax of $949 (+-) and said I would be receiving an e-mail with confirmation.

On 12/19/2008, I received the confirmation and it showed the price charged to my American Express was $1186.

I believe DELL should honor both their coupons and quotes.

Posted by Heather,Illinois on December 31, 2008:

Ooh my, My story is probably minuscule compared to the rest but it is mine. I called Dell in June 2007 an ordered an Inspiron 1501, then new, delivered a couple weeks later. OH happy joy, it was my first one. I followed the instructions to the letter and got to work. As I said my problems are small in comparison to others but hey, it has been a chore. Anyway, within 30 day of getting my new computer I had an issue. Should have been simple. My touchpad was not working correctly. So, I called, don't ya just love those India tech's,(now, I know just about all of them by name and ID#.) This tech had me wipe the computer back to factory settings and reinstall everything, I did. 2 weeks later it did the same thing. Called again. Went through the try this, do that, finally got it working again.

Needless to say I am still dealing with this issue now(12-31-2008). My problem goes from monthly to daily. The touchpad comes and goes at its whim, working one moment to not in seconds. Some say hardware, some say driver, some say software. I say I don't care fix it. I have case # after case #, names, extensions, you name it, I got it. Except for the one thing that I truly want....it fixed.

IN the past 2 weeks I have reset to factory settings 6 times. Contacted Tech support and Managers so many times I am surprised that they do not say HI Heather, same problem again. I can honestly say that I have learned the ins and outs of this computer so well that I have even gotten some of the "Techs" lost. I can fix this computer in anyway one can think of except for this touchpad. To which I am convinced that is a hardware problem. Period. I have even proved to them that this issue genuine. I have showed them that even though the driver info "says" it is working, It is in fact not. I can also say that the last tech I spoke to even had me back the computer up to the previous 24 hr. time period to fix the problem! I was not able to stop myself form laughing at him. He said, "I am positive this will fix the problem." Well, of coarse it will. Slap a bandaid on a cut it is still going to bleed, it'll just take a little longer to see the blood again. Needless to say 23 hrs. later touchpad gone again. He was positive. And oh yes the "Someone will call you back" Please. Give me a break. I have a log in my head of the numbers from these people, I call so often. The thing that really gets me is that I paid alot for this computer($1800.00) to some that may not be very much, for me that is alot. I make less than $10,000.00 a year and have 4 children (5 if you count my husband). The way that my situation has been handled is outrageous. But, I am tenacious, I will not let this go. Again tonite I made my call, it dropped out again, even though it says it is working and they slapped a bandaid on it, we'll call you back in 2 days. right. In 21 hrs I will be calling again. but not tech support. Corp. I am done. One of 3 things are going to happen tomorrow: 1)servicing the computer at their cost. 2)Replace the computer with a new one. 3) get my money back in full.

And by the way I am very grateful for finding this site and for the opportunity to get ahold of the mysterious Mr. Dell.

Posted by Barbara S Corning, NY on December 31, 2008:

I have been fooled by Dell once again. The last time I had a prob. someone from Michael Dell's office did contact me (Connie Muegge) and take care of my problem. This time I have spoken to 4 Dell Rep.'s and have been told their is nothing they can do for an Xbox system that has been used 5 times and now does not work.

I ordered it early. I inquired when ordering it, if I should wait till closer to Xmas and was told no by the Rep. that Dell would stand behind it if something was wrong with it even if it was after the 21 day period.

Well here I am with a 700.00 game system that does not work and no one willing to help me with this problem. I contacted Dell Financial and told them I will not pay 1 penny on my account until this matter is resolved. They stated "We will continue to add late charges and turn it over to collection." At this point "I DO NOT CARE!"

I have been a loyal Dell customer for over 5 yrs and have referred everyone I know to Dell. Not anymore. 5 days old and they can't help. What it is Dell can help with?

Posted by Someone, USA on January 1, 2009:

Although I find many of these scenarios to be a fault of Dell's, some of these are just ridiculous. For the consumers that have decided they are going to send their unit back to dell and not pay on their account, you are morons. Sending your computer in a box to some dell address you find online is the equivalent of throwing it out the window. Furthermore, you apparently plan on throwing your credit out the window by not paying on your account. Dell offers north american support for $149 per year on top of your existing warranty. Yes, you have to pay extra to speak with their highest level technicians, get over it. The cost is only $99 per year if you sign up when purchasing your machine initially. I recommend you get their "your tech team" service and save youself a whole bunch of frustration. I have had my fair share of dell hell incidents and your tech team is the only thing that has done me right. Even so, some of you people just need to use common sense, crying about talking to Indians who "don't speak english" will get you nothing but being more upset.

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This commenter has good timing: I was thinking of turning off comments on this entry anyway, since in the merely 40 days that I turned comments ON for this entry, I've had 2-3 lengthy diatribes per day posted (some so terrible I just rolled my eyes and deleted it. (Tip for such posters: get over yourselves and stop whining in huge, long, ALL CAPS paragraphs, and state facts, and maybe someone will listen to you!)

Bottom line: I can't spend my time reading over such garbage, especially when half of you are posting to ask me how to contact Dell. Hello? What brought you to this page in the first place?! It's showing on the page in a big box! You want people to read your whiny gripes, but you can't bother to read the page to get the information you're looking for? Please. And the next person that looks up my phone number to call me to ask for help will get the privilege of being hung up on. I am not Dell, and I cannot help you get satisfaction from Dell. Use your brain, and maybe some patience.

Now, to those who have been patient and do have real unanswered problems that Dell isn't helping you with, you have my sympathy. But I still can't help you. Keep pushing on Dell; if you live in a big city, try getting your local TV station "Consumer Advocate" reporter to help (or maybe you have one in your local newspaper -- remember those?) And keep pushing. Try the escalation procedure detailed on this page. Keep notes of everyone you talk to and everything they say. Include names, dates, times, anything you can get. If you have the capability to record phone calls (and it's legal in your state), record the calls. It is indeed frustrating, but keep your cool and keep pushing for reasonable accommodation. And again, don't call me: I'm not Dell, have never worked for Dell, and don't know anyone there who can help you. -rc