Dell is the worst

Question

I will never buy Dell ever again. The phone support

is awful (if you can find your way thru the buggy

automated system. The web page stuff is even

worse, full of bugs and does not give you the

info you need. Customer support lied, and then they

don't even tell you what is going on. I have decided

to make it my hobby to tell everyone how awful

the support at Dell is. Email me and I tell you about it,

or how you can help. Maybe I'll build a web page too.

....If you're thinking of buying dell, you're crazy.

...jmg@fiam.net

bobh621 · Answer

No, I am not crazy and I would buy Dell again. I have been through several makes and Dell has always given me the best support. Sorry about your problems, but if you would care to take the time with specifics some one here on this forum might be able to help.

m1andm2 · Answer

Sorry to hear you bash Dell... Too bad you didn't post your problems here before becoming so disillusioned.

We bought 2 different HP computers from COMPUSA before I said "no more" and went with Dell.

The most frustrating thing for me when I buy a new product is when something is wrong with it and I have to pay someone to tell me that tech support is $25 an hour.

This happened with Hewlett Packard machines...they do not have a toll-free number and I was kept waiting on the phone WAY too long, paying for them to run me in circles. My HP printer and scanner were not hooking up correctly with the new HP 762N because of the new OS WindowsXP, and HP would not give me free support.

So, after keeping each machine about a week, I got on-line with Dell and bought one of theirs. I have had a few problems, but both HP printer and scanner are working great with our Dimenion 8200. I find Dell's telephone support pretty good, and this forum has proven to be invaluable...both free!

talmy · Answer

Not my experience, and I've bought four. Two completely satisfactory dealings with service after the sale. 1 bad out of 1 experience with Sony after sale support, 1 out of 2 experiences bad with HP after sale support. I ended up throwing a brand new $400 Iomega tape backup in the trash after not getting it to work with there support no help (they wouldn't even authorize an exchange!). Dell is *far* from the worst.

Greatone1601 · Answer

Maybe I should just buy a new DVD RW drive...doesnt that do CDR-RW and all that stuff too??

The_Namek · Answer

Greatone1601,
I suppose now would be as good a time as any for you to upgrade your optical drive. If you're going for a DVD-RW I would suggest the Sony DRU-500A. It burns DVD-R/-RW, DVD+RW/+R and CD-R/CD-RW media. No worries about media compatibility with this drive as it works with all of them.

Message Edited by The_Namek on 12-13-2002 05:10 PM

-Friendlyname- · Answer

Hi,

I bought and installed that model. You have to update the firmware. The firmware is buggy and hard on the computer. It doesn't always install well. Your XP will only recognize it as a CD drive (at least mine did) AND Sony's tech. support was abominable, not only dumb, but could care less.

Needless to say, I gave it back. I'm waiting for the bugs to be worked out on these DVD RWs. The DVDs they make don't play on all DVD players also.

Good luck,

Jane

AnthonyL88 · Answer

Sorry to hear about the trouble you're having with Dell, but if you care to explain the problems in detail? I own many Dell desktop, notebook and server. I never had any trouble or problems with Dell and customer service have been very good to me.
Dell's prices are also the best compare to other computer makers.

Message Edited by AnthonyL88 on 12-13-2002 10:05 PM

rustymt · Answer

Well I just as well get my 2cents in,,,,,,,,,, I Gennerally have a pretty good opinoin of Dell. However ,,,,,,,When I bought my Dim 4100 (paying a pretty  good price)  just 18 months ago. I 'WAS',,,,,,,, assured it was fully upgradeable by the online salesman. In my opinion it is not. Noing what I no now,,,,, I bought my My 4100 dead in the water as far as processor speed.,,,,,,,,,,, I expected and thought i was going to have  upgrade options other than ram,,,,,,,,,, and accessoies like more drives,different OS and etc.,,,,,,,,,,, Now I am haveing  to deal with power supplies, motherboards, and maybe even a new case to upgrade the processor speed of my 18 month old pc. Luckily Powerleap may soon be a 4100 option to move up some. Or its the mobo route. $$$$$$.$$$$$$$$$$ MMMMMMMMMMmm. Or of coarse a new pc??? and I no Dell States most of there customers dont want to mess with motherboards.Well i didnt either,,,,,,,,,lol

LiptonIce · Answer

Dells prices are only good to compare against other high priced computer makers, or pure OEM makers. Take rust's problems and greatones and tell me the money you pay it worth it. Just the fact that I cant access the full BIOS, or upgrade without paying a lot extra makes me never to buy a dell. Plus the fact that there are much cheaper companies out there, who will RMA your stuff no questions asked once you contact them.

not good 4550 d · Answer

HI all.

I must put in my story about a purchase from DELL I will keep it as short as possible.I am newish to the computor world about two years and have run older machines COMPAQ P11 and a custom built P11 machine. The last machine had a few issues with it (unstable)and I decided to buy a new one.Checked out and about asked all the questions and it sounded that DELL was the one for me I had been told that on a DELL machine you can spec a button on the machine that would send an Email to DELL support and would or could get into the back of the machine and sort it and all would be well.IDEAL just what I need (I am computor illitererate) just can't get my head into the tecki side of it.Well I phoned sales in Ireland twice over a six month period asked for this spec and was told by both sales people that the 4550 came with this and was Ideal for me to access support(wrong).The machine arrived and i soon became aware that it had a problem.NOT an issue press the button and it will be sorted after all I am paying the Extra for this service and it will save the guy coming to my place to sort the machine.Wheres the button,look in the book no mention of the said button, Ahh it must be on the back or under a cover can't find it.Call help desk its all so easy what could go wrong.Well you end up in India spelling words out so they can understand. You must look on the keyboard sir it is there look for the DELL logo searched and searched no logo you must phone Ireland and speak to the sales person she said.Next day called the girl who sold me the machine she was so short and rude also denied I had mentioned the Ehelp button and transfered me to the help desk in India(thanks) I would not have paid the premium for DELL if this option was not included about $2200 US dollars here in the UK.I still have the problem the last guy I spoke to told me the problem was with my broadband ISP and not the machine(pages hanging in outlook) go to the software centre he said and they will help yeh @ £19.00/$32US min charge I have to keep cont-alt-del to get the page moving again.This machine is now about 3 months old and I am really chocked off about the whole deal SUPPORT what SUPPORT.

Yuo do not have to be an auto mechanic to drive a car why should you have to be a computor wizard to run a computor.

there are other issue's but I wont bore you wth them but I think you have the idea.

VERY dissapointed

TC45XX · Answer

Gasek, 'I will never buy Dell ever again.' >>>>>>>>>>> Well Gasek ... have you ever seen the movie called the 'Body Snatchers' ?? Don't get too tired too quickly ... hang in there ... resist ... ZZZZZZZZZZzzzzzzzzzzzzzzz campbell    Message Edited by TC45XX on 12-16-2002 06:03 PM

The_Namek · Answer

not good 4550 deal,
Sorry to hear your experience as a Dell customer has been such a rotten one. It seems the major problem in your case is that you were misinformed. Whoever told you about pressing a button on the computer to let Dell access your computer and fix any problem you might have hasn't been keeping tabs on Dell computers since at least July of 2001. The only Dimension system Dell shipped with such a button was the 8100 model and the service you speak of (I can't remember what the official name for it was) was discontinued at the time specified in my previous sentence. Even when it was in its heyday it didn't allow a Dell technician to take control of your computer remotely, it simply allowed customers to converse with a Dell technician in real time via a chat room type of interface. You don't seriously think any computer company's legal department would allow its technical support department to remotely take over the operation of a home user's computer do you? The potential for lawsuits would be too great. Besides that, not everything that can potentially go wrong with a computer can be fixed in this matter. What if your system wouldn't turn on or you had a problem with your modem and were unable to connect to your ISP?

You are right that you shouldn't have to be a computer wizard to use a computer but consider this if you will. Back in the days when I did phone support for one of the big OEMs there was a running joke that potential customers should be required to take a basic computer competency test before being allowed to buy a PC. While that may seem insensitive to you, the point we all understood is that a computer is a highly complex mechanical device and an individual should have some idea how to use one before investing a sizeable amount of money into one. To use your own analogy, it wouldn't make sense to buy a car if you didn't know how to drive one.

not good 4550 d · Answer

HI Namec.

You seem to have missed the point a little(this not an agressive attack).We all can drive a car but do you know what goes on under the hood and how it works. If you bought a new car and it went wrong within a few days would you expect to have to get out your Snap On tool kit and do something you Know nothing about and do all the repair work yourself and have the car maker charge you for the pleasure for the info of how to fix it.When I buy anything new I expect it to work. for sometime. In case of problems it should be fixed by the maker NOT CHARGE the purchaser $30.00 US and expect them to do the work. As for the misinformation this was given by DELL sales staff I spec'd the machine with this and they said yes it comes with this feature. Having this week wasted another 6 hours of my life on the 'QUOTE' customer support and messing around putting this disc in and changing this and that setting .I still have a machine that does not operate as it should. All I want from this machine is.I press the buttons and it does as I ask (I dont need to know how it works inside).

Is that really to much to hope for.After spending $2200.00 US dollars

Happy new year.

best regards

John

carlodevries · Answer

I red that Dell sold worldwide more then 10.000.000 Dimension. So if 0.01% is not satisfied you have 10.000 angry customers. that seems a lot  because there are so many Dell buyers.

The_Namek · Answer

John,
With respect, I understood your point completely. You asked if I would expect to have to get out my tool kit and do something I know nothing about to repair a new car if it "went wrong" within a few days. The answer is no, I would not expect to. It's been my experience, however, that most guys tend to try to fix just about anything before turning to a professional for assistance. Perhaps your experience has been different. Your question also assumes that I (or any given person) know nothing at all about what makes a car tick. What I think you still fail to realize is that a computer isn't a typical consumer product. A car is designed for and has one purpose: to serve as a means of transportation. A stereo is designed for and has one purpose: to output audio content. A television is designed for and has one purpose: to display video content and output the accompanying audio. I could go on but I trust you see the point. A computer, however, can serve many purposes. Problems are effectively inherent to the extremely diverse nature of computing. Think about how many different types of devices can be connected to a computer and the vast number of applications and drivers that can be used to make each of them perform tasks. Sure it would be nice if everything worked flawlessly 100% of the time, but as you and everyone else who has posted to this forum have discovered, it doesn't. I wouldn't expect you as a novice user to know the ins and outs of a PC like the back of your hand or even to have any desire to. Those who have had some years of experience working on or with computers as a hobby or professionally understand that problems are part of the territory when dealing with them. I should know, I work on all kinds five days a week (well, four at present).

Why you were charged $30 I don't know. My understanding is that Dell technical support only charges for software usage support (as in you want them to teach you how to use a program but there's not actually anything wrong). I do know that the service contract states customers are required to work with a technician over the phone to resolve any software problems and that a service tech will only be sent out if it's determined that a piece of hardware is defective. I've bought two Dell systems for family members and keep a copy of their service contracts on my desk. As for Dell sales telling you about the remote repair capability, your guess is as good as mine as to whether it was an outright lie or simply ignorance on that individual's part.

What it all boils down to is this. You've got a Dell computer that's not functioning "as it should" in your view. If you're still within 30 days of the invoice date and are as dissatisfied with the computer as you say then return it. If you'd like help getting it to function correctly then that's what this forum is for. We can't help you if all you want to do is gripe though. Frankly I can't imagine why you'd want to spend any of your time doing so when you could be receiving valuable assistance instead.

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Dell is the worst

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