Recent Dell Chat

this won't be around once a mod see the TOS violation anyways.

I hate to say this,but you did ask so you kind of opened yourself up for criticism.

 

I don't see anything wrong with the chat other than you being somewhat rude and pushy because of what is probably an honest mistake.

I mean he did state fact that mistakes happen and it does say that on the Dell site about them being able to cancel due to pricing errors.  He is being truthful with 100's of pages and products and all the countries that this can happen.

 

I think the agent was being very polite, truthful and did exactly what he was supposed too do; he answered your questions.

 

You put him on the defensive with the comment about them honoring it, and he replied nicely that there is a caveat to prevent honest mistakes from being taken advantage of.

 

You then said he was very unhelpful, which is totally inappropriate.  Just because he didn't say "yes, you can have the computer for $999,"  you said he was not helpful.  I disagree, he was very helpful as, once again, he answered your questions.

 

I understand you being upset about it.  But if you ask an honest man he'll tell you that the only thing wrong with this chat is the way you treated the agent.

 

 

I have to agree with stick here.  This link clearly states that it is a "weekend special" and clearly states $999.  I believe that they should stand behind this price.  I don't think that Jeremy was rude but he certainly was curt and unapologetic for an obvious mistake.

 

JMO

If that is or was indeed correct, then he should have called Dell on the toll free number and talked personally to a sales representative and make an effort to purchase the system as advertised. If this was not successful, he then should have asked for a sales manager, explained the "Week End Special" and continued from there. Dell is well known for  accommodating their customers, even at Dell's expense.

Yes... this thread will be archived tomorrow for sure!!!

I guess not.... as Chris notes later in the thread, not including the Rep's last name or other personal info like email addy.... there is no TOS issues..... I learn a new thing every day!!!

 

 

Peace

 

 

I have talked to many Dell support people over the years, and although they didn't always tell me what I wanted to hear, not one single one of them was impolite or in any way, not understanding and some even told me so. Dell has to have a policy about mistakes, because the web pages are many and complex and mistakes can and are made. These pages are created by humans, and as such, prone to error and mistakes. This is just part of the human experience. To try and take advantage of this would be wrong. Read the fine print and don't expect that mistakes want be made because they will. And don't expect that Dell want correct the mistakes, because they will.

Well, after my XPS 630 issues (many issues on two different 630 machines) compounded by the horrid customer service (mine was FAR worse than just your little chat - and happened about 15 different times), I decided to finally build my own.

 

This isn't meant as a bash against Dell - their current situation in the marketplace speaks for itself.  And you just need to Google Dell and customer service to read for yourself.

 

BUT if you are frustrated with customer service, the quality of your current Dell, or spending more time with tech support getting nowhere vs. using your machine and getting the satisfaction you expected, then you resort to what I did...which is finding peace.  True peace :)

 

Mind you I was a Dell 'lifer' because up until the last couple of years, I was relatively happy.  But if you want a high-end rig or gaming machine, well...

 

After posting on enough other forums and everyone telling me to stay away from Dxxx and to build my own, I kept saying "I don't have the time" or "I don't have the patience to work through the problems a custom build might have".

When they asked me how much time I was spending now on my issues...well, it was hard to reply back.

 

Current build for almost half of what I paid on my XPS 630 while using the best of the best at each respective component:

 

ASUS RAMPAGE FORMULA
Intel E8500 + Noctua NH-U12P cooler
G.SKILL 4GB (2x2GB) DDR2-1000
EVGA GeForce 9800 GTX / X-Fi XtremeGamer
WD6400AAKS 640GB / Pioneer DVR-215DBK
Lian-Li PC-A70 + 6 Scyth S-Flex 1600rpms
PCP&C QUAD 750W PSU
Zalman MFC1 fan controller
(waiting on Velociraptor as my primary HD)

 

Mind you every component above has won an editors choice (or some great, similar review ) on either Toms Hardware, Anandtech, XtremeSystems, etc. etc. but I had to spend A LOT of time doing research and making sure I knew why I was getting each one, how it works with the others, etc. for my purposes.   Also, you end up becoming MUCH MUCH more knowledgable about your PC.  I never, ever, ever, would have realized how critical a PSU can be and the types of issues you can encounter when the fit isn't there, for example.

 

But in the end it is extremely fulfilling and became a side-hobby of sorts.  Now that I'm done, I want to build another :P   You first one is always scary. 

 

As a simple example of the difference between my 630 and this besides being much cheaper is that once I got the OS on there and ran OCCT, Orthos, and Memtest86 without a single issue after hours (something neither XPS 630 could do), I decided to run Crysis to see how it performs.

 

This build has not seen the internet yet since I built it on a table away from my router.  So no Vista updates or ANY Crysis patches.

 

I didn't expect good things but just wanted to try it anyway.

 

Runs SO much better than the 630 did...literally like watching a movie.  Hours without a problem.  No hitches, sound pops, NOTHING.  I kept thinking this was a fluke, especially with no Crysis patches.

 

But it is what it is.  Use the best of the best and you tend to get...the best.

 

In the future if you have a problem, you know where every wire is and why it's there.   Upgrading?  Go to NewEgg.com and shop until you have tears of happiness knowing everything can work, nothing proprietary.

Also, you can go to any forums and post for questions, read along with other builders, etc.

 

So yes, building your own PC isn't for everyone and it was never something I considered until my last...and final experiences with Dell.

 

Best of luck on your decision but since others finally convinced me...and I tried it...I owe some karma in trying to help others like they did me.

 

P.S.  I still read these forums as it is theraputic in working through the pain I still have :P   My last experience was spending 2 hours on the phone with people in India and seem South America somewhere and two 'techs' said 'thanks for helping us, we'll add that to our knowledge base, but sorry can't help you yet with your issue', I hung up and returned the box the next morning :P

All,

We are working this issue.

Hello DrunkGamer, I was in pretty much your same position. I started out bying Dell systems when Dell went in business and for several years thereafter. I purchase systems for several small businesses as well. I have purchased probably several hundred Dell systems over the years. But for the last 10-12 years I built my own because Dell systems just didn't provide what I wanted in a personal system. Since I am getting on up in years and my eyesight is failing, I didn't want to build another system so I purchased a Dell XPS 420. I don't do any gaming, just some video and photo editing. After the experience with my Dell XPS 420, and no support at all, I started purchasing HP systems for my customers. I have purchased 11 so far and all are satisfied with them. I am now considering building another system for myself since my Dell system is not what I had wished it would be. I really feel sad that Dell has dropped to such a level but as you stated, "it is what it is". I must give credit where it is due. With all my issues with my Dell XPS 420, I contacted Dell support many times in an effort to resolve the issues and never had one instance where the support people were not courteous. They just never seemed to be able to resolve my issues so I had to do it myself. That was the straw that broke the camel's back for me. Somewhere along the way, Dell lost their vision and purpose and concern for their customers. Not just with customer service but also with the hardware. Dell is not the company they once were, and for me, a sad day.

I have to agree. I have some business customers that I buy systems for and maintain their networks. I have always insisted they buy Dell systems. Some of those Dell systems have been running for over 10 years now,24 hours every day, including weekends, except for short periods of time for maintenance, upgrades, and power outages, with only a handful of hardware issues, like fans, CD\Rom failures, etc. which is to be expected. For me, this is normal and it only has happened a few times. But recently, with some of the newer Dell systems, I have had all sorts of issues, and complaints from my customers. This was unacceptable, since Dell seemed to not want to do anything to correct the issues. So I started buying HP systems, 11 so far this year, and I have had zero problems with any of them. The customers have been delighted with their HP systems. I know there are others that would disagree, but this has been my experience with Dell recently. This really does sadden me because I had so much confidence in Dell and they did sell good systems in the past and had no need for much support at all. But, times change, and so Has Dell. Maybe they will return to what got them on top originally. If this happens, I might consider Dell again. But if, and until, this happens, I will recommend HP, until HP stumbles.

Hey Boyd,

 

Yeah I used to be a blind Dell supporter and used to get the usual bashings from people when I tried to defend them.

Truth is, back then for what I _needed_, they were ok for me.  Not great, but met my needs and were dependable both in build quality and support.  I think looking back, my friends were a bit more advanced in their needs and a bit more knowledgable about a) what is possible with $x amount of dollars thrown at hardware and b) about the hardware itself.

 

Ignorance really can be bliss at times.

 

Since then my needs/desires for a higher-end rig have grown considerably as has my knowledge.

 

So when the 630 came out, I wondered why they were using a motherboard chipset that Nvidia _already_ announced was no longer in production, a video card (8800 GTX) that was discontinued before the 630 came out, etc.

 

I realized it was a 'budget' middle-tier gaming machine but you can still produce that using best-of-breed components for that tier vs. something that is obsolete in many ways before you get it.

 

BUT Dell had delivered in the past so why not, right?

 

Then I started experiencing the myriad of issues that were to the point I had to use tech. support much more than ever before (and I'm fairly technical) and on top of it, started seeing what support had really become at Dell.

 

So lets see:

1)  I paid a premium to buy an outdated system

2)  I paid a premium to help tech. support to help teach THEM how to fix problems with THEIR system

3)  I paid a premium to sit up all night researching issues to fix what was supposed to be an exciting experience with a fresh, new PC

 

In short, the taste in my mouth after waiting 4 years to upgrade was my most miserable experience in 22 years of computing starting with my Atari 400.  There was no lower point.   I won't get into the details since they go against the rules of posting here.

 

So I realized if I'm going to spend so much time and energy, I might as well empower myself, save money, and have a system at least twice as powerful and industry-standard in terms of architecture/upgrades.

 

I guess in some ways besides thanking the great community at places like Anandtech, Toms Hardware, and XtremeSystems.net...I should thank Dell.  The experience forced me to get off my behind and it was the best thing that has happened to me.

 

But also at least Dell has a forum and does not delete posts from what I can tell (it's why I went with ASUS for motherboards as well) so I do hope one day they return to glory but from all i've been reading...

 

...I think their best hope is to cut back on the configuration options and higher-end systems and refocus again on what made them who they are.  Providing people with very dependable machines at price points that were hard to argue with.

After all, why did they buy Alienware?  I assumed it was to be their channel for higher end entertainment rigs.  Instead, go read forums on how enthusiasts now view Alienware.  You won't like what you see.

 

Falcon Northwest on the other hand still has the respect of the community despite charging $5-6k a rig. 

 

Anyway, my only point is that for those who are furstrated with issues, problems, or just not getting what you want....there are alternatives and you might be suprised how empowered you feel in the process.

 

Eventually, Dell might realize customer service (in English please) and a quality product are what helped build Dell...and could be what slowly tears them down.

 

And as you mentioned, it is no surprise HP and Apple are once again the darlings of the large PC mfg. space.

 

Things do not happen by accident...

BTW - I did not see a TOS violation? Stating XPS_RR_Rep_Jeremy is just like DELL-Chris_M. I did not see any phone numbers or emails in the post.

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@Anonymous-Chris_M wrote:
BTW - I did not see a TOS violation? Stating XPS_RR_Rep_Jeremy is just like DELL-Chris_M. I did not see any phone numbers or emails in the post.

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Thank you Chris for having a level head - I didn't see any of the TOS violations either, so I am glad to see that cooler heads prevail some of the time and that someone actually reads posts before pointing a finger at a member or pointing a finger at the Delete key.

 

David

Hi Stick1968. By way of introduction, my name is Godwin Pavamani and I manage the "sales chat" side of the business here at Dell. First of all let me apologize for the confusion that the pricing error caused. I have personally experienced this as a customer and can definitely relate to how frustrating it can be. I have relayed your message to my online marketing counterparts as an example of how these errors can impact customers. That said, Dell.com does have several million moving parts because of which errors such as these do occassionally arise. Additionally, not sure if this was a problem for you or not, but reading the transcript I personally felt that Jeremy. (who works for one of my sales managers) while completely accurate in terms of relaying Dell information to you, came across abrupt and curt in his conversation with you. I have personally coached him on this and expect that to change. We very recently launched sales over this channel and are constantly evolving/looking to improve how we serve our customers. Forum feedback and posts such as these are very valuable, for me to align our processes, training and offerings to be of value to you.

 

Thanks so much...GP

STICK1968,

 

I would like to offer my apologies.  If you read my first post you will see that I felt that Jeremy did nothing wrong, I was critical of you.  However, after reading GODWIN_P's post, I can't be quick enough to apologize to you.

 

If Godwin is a manager and felt that Jeremy's replies were curt and abrubt, then I certainly am not one to disagree.

 

So I offer my humble apologies for being critical of your post.

Sincerely yours,

 

ESKYMI (Joe)