Chaos

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Coordinate starters I have spent hours trying to diagnose usb errors.  Have spent hours following  tech support diagnosis and repair instructions.  Have spent hours attending to a tech hands on with my computer.  Have had twice a tech to come out firsts to replace the motherboard for the USB problem and next a graphics card that has never worked.  Spent hours with a resolution manager who addresses me as the only person that can help me.  Our last conversation ended when I objected to sending another tech to my home for a repair and suggesting a form of compensation for the time and effort required of me.  The next day after requesting this gate keeper to return a call, he called offering to send a tech next day to replace the second graphics card.

Dell in it literature supposes the customer to be very important to Dell.  Given the description you have been presented it ain't so.

My expectations for my 4th Dell computer are quite different from the experience I have received.  It is abusive.  Your tech support has done what it has done to assist me all the while they say, don't  worry I will fix it, and so sorry for your problem.

I believe I was at a juncture to be told, another unit is on the way would be the way to go.  However to day the aresolutions manager tells me another tech will come to my home tomorrow.  More of my time used for a continuing disaster.  

At very least given mother board replacement and a third graphics a year extension on my hardware is in order as a reasonable expectation as well as a token compensation.

louieg

Not to worry, Dell will ignore the Dell product owner.

My summation of who "Dell" is:

Dell is a company that has grown so large it has lost any touch whatsoever with the customer.  Dell produces a product that is made available for purchase under conditions "solely" favorable to itself. 

It has a customer service system that is supposed to address product problems assisting customers.  This customer service system is only capable of responding to minor ongoing repair situations.  Once repair situations are unsolved/continued repair situations, policy is to continue to repair, repair, repair. 

Within this mode of repair Dell has a cost saving policy regarding repair. Dell replaces defective or nonfunctional original parts with what Dell calls refurbished.  Dell reports refurbished parts are not used.  These are parts Dell ensures are functional and are tested to perform as expected before installation.  That policy in my specific experience is faulty.  Two defective motherboards and 3 defective graphics cards, the first of which came install on the computer from the factory.

Dell as a company cannot effectively address any problem that is ongoing or atypical requiring the attention and time of the customer.  The customer can complain, request a new computer, demand new parts rather than used (parts Dell calls refurbished) and not be satisfied.

Dell, in its about us literature states it is customer sensitive.

For dissatisfied customers to expedite complaint that seems to be problematic in solution, Dell has a failsafe customer service option to convince the most dissatisfied customer, Dell has the customer covered.  When an email addressed to the Board of Directors is sent, that email is answered by a special Dell agent that repeats the famous Dell "Not to worry" on a responding call.  I suspect these employees are the same employees that have unsuccessfully addressed the computer problems with still more used parts hoping for an actual repair.  I say this as the same policies and procedures are in play.  More customer time and energy to address the problem installing used parts.  

 

I now have a functional computer.  My cost has been I great amounts time and energy and Dell has applied great amounts of time, energy installing used nonfunctional parts until an installed part works and Dell policy of repair is met. 

Dell states as per policy, product warranty is one year regardless of any part replacement.  Thus, after February of this year the used 3rd installed motherboard and the 4th installed graphics card may fail and Dell is off the hook. 

As pointed out in the beginning Dell sells to the customer under conditions "solely" favorable to itself.   

This is not a customer centered company.  Totally self-serving at least.

As a 4-time purchaser of Dell personal use computers, it would be insulting to know that email to the Board of Directors does not indeed ever reach those individuals.  More, that the dialogue and attendance to the problems do not change. 

I will be sending copy of this post to the actual Board of Directors.  Will it get there?  Will they respond to my request of response?  We will see.