If by chance you haven’t seen me around the virtual water cooler in the last couple of weeks, it’s because I’ve been in my office with the door closed beating my head against the wall.
I’ve been a loyal Dell customer for many years. Two weeks ago began the saga that is making me question my loyalty.
Because I depend so heavily on my computer, I always purchase the extended warranty. Next Day, On-site Service seems as though it would quickly resolve any issue that might come up, right?
As the late Paul Harvey would say “now you’ll know the rest of the story”.
1. Call Dell: Speak with a very nice tech support guy who walks me through a few diagnostic tests. “Seems like it’s the motherboard. Let me get someone to bring a new one” he says. This seems great, he was able to figure out the issue and take action to resolve it. So the next day (Next Day On-site Service).. Nope! Five days later after Dell sends a new (not refurb) part a local tech calls and schedules for the following day.
2. Dell tech person shows up and installs new part, has difficulty, contacts Dell and is assured that it’s just a matter of re-installing the operating system, Tech leaves me to complete the install with help of phone support. New part doesn’t solve computer issue… A new motherboard and video card are ordered by phone support. Again, I wait the five days it takes for the parts and the local person to show up. Second batch of parts don’t solve the problem.
3. Dell offers me a replacement new computer. “It will be as good as or better than what I have” they tell me. Of course I accept the offer, what are my options really at this point. Over the course of the next twenty four hours, five or six Dell representatives call me to ensure me that they are “personally taking ownership” in this issue and will do everything they can….
4. I am assured I will be receiving a new computer. Others tell me “yes, it will be new” however, a tech will open the box to ensure it works properly so the box will actually say “refurbished”. Since I was born yesterday I completely believe them, wouldn’t you?
5. Finally, the main reason for my flat forehead: I am told by each Dell rep that my “New” computer will arrive ten to fifteen to twenty to as much as thirty working days from the date the last tech was on-sight.
Which day is the “Next Day” for “on-site service? tomorrow perhaps? Come on Dell, show me you do care.
Like so many big companies…when they were starting off service and quality is great. When they get big, that service and quality drops. My university requires us to buy Dell…but based on this story (and others) I’d never buy a Dell for my personal use.
Too bad…
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The only thing more frustrating than a recurring systems problem is working with these big corporations to get them resolved! (Yeah, I’m looking at you too Comcast). My dad had a Dell for years and loved it. A couple of years ago he got a Dell laptop and noticed the customer service was not what it once was. I hope you get up and running soon.
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I certainly concur. I recently bought a new laptop and did not even consider a Dell, after about 5 straight machines over about a dozen years. Service used to be phenomenal but has indeed fallen off tremendously. Made the others more worth considering despite their equally poor histories. Too bad to see, across the sector, but market forces will reign (as to why it’s fallen off, and why eventually it will bite them).
Sorry you had to suffer this, Michaela.
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Happy Day! Late on Thursday my replacement computer arrived from Dell! I have no words to describe the pure joy of being able to again work on a computer that has enough power to do what I ask of it. Whew… all better now
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