+++ LAPTOP PROBLEM +++

To whom it may concern,

I’ve taken a little time to write to you (Dell), wanting to think more about my recent experience regarding my latest laptop purchase.

First of all, I would like to let you know that I’ve been a Dell home-client for many years; I’ve always considered Dell the “Rolls Royce” of available equipment on the market. In addition, many of the forty-five years I spent with the Boeing Integrated Defense Systems Company was spent in front of a Dell computer; I guess you could say that Dell is my blood.

As far as reliability, I do believe that most any computer (regardless of manufacturer) is subject to hardware failures now and then; my Dell Inspiron E1505 (the laptop prior to my new computer) also had problems several years back that required replacement of the motherboard. Nevertheless, my recent experience was much more serious, costing Dell and myself a countless number of hours trying to get a usable laptop.

I left for the Philippines to tend to some business on 8/15/2013 (and planned a six month stay), and it was there that my Inspiron E1505 (ST:<ADMIN NOTE: Service tag removed per privacy policy>) finally quit; the motherboard had given up according to two different local computer shops; that was the second time the motherboard had failed. Without a computer, I was unable to pay bills and conduct business in the United States and/or in the Philippines. I immediately called Dell on or about 12/5/2013 and purchased my new Inspiron 15R (ST:<ADMIN NOTE: Service tag removed per privacy policy>); my cousin received it (in the USA) on 12/17/2013, and then shipped it to me (almost $500.00 in shipping costs alone). From the time of receipt in the Philippines until the latest service request (<ADMIN NOTE: service request number removed per privacy policy>) was closed, I have faced nothing but error messages, blue screens and recent internet connectivity issues resulting in a lot of lost time and motion. I was not located near Manila, so it was difficult to search out any authentic Dell support centers if they exist in that country. So, until my return to the USA, I limped along with a computer that was marginal at best; producing errors on a daily basis.

After returning to the United States on 2/12/2014, I called Dell and opened a case; (service request <ADMIN NOTE: service request number removed per privacy policy>). So between 2/17/2014 and approximately 3/28/2014, I’ve endured endless phone conversations with Dell technicians, including (3) home-visits from outsourced Dell repairmen. I will say that Dell’s technical support is superb, although this “fix” has cost Dell much more money than the laptop was worth; better to have replaced the device. Keep in mind, my Inspiron 15R has now had (5) motherboards in it; the one that came from the factory, the three that were replace in my home, and the (1) replaced at the Dell depot. Being a long time systems engineer, it’s difficult for me not to question the reliability of this product’s electronics.

Finally and if I were Dell, I would want to get to the root-cause of such a problem as I’ve described above. There is absolutely no reason that a well-engineered product (I will assume) like a Dell laptop should repeatedly fail. Its problems like mine that cause customers to walk away, and try something new

Most respectfully,

Tim Stahl