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"Good Dell Hardware does not make up for atrocious Dell Customer Service! --------------------- Pros Hardware seems mostly to be fairly high quality. The price of the system is very good.
Cons Customer Care is so bad that if ever needed, you'll regret having purchased from Dell.
The Bottom Line Do not buy from Dell. Based upon the problems I have been experiencing (which are not unique) I urge you to avoid Dell.
Full Review (can be read here: http://www.epinions.com/content_120632741508)
Commentaries on Dell Forums may be read here: http://forums.us.dell.com/supportforums/board/message?board.id=cc_order_status&message.id=76949&view=by_date_ascending&page=1
Synopsis:
Hardware: Mostly Above Average.
Software and setup: Substandard, and lots of Dell Spyware.
Customer Service: This is the major Problem with Purchasing from Dell. It is truly unfortunate that Dell Inc. has permitted their "Customer Care" to degrade as far as it has. The Dell Customer Care forums reflect the deterioration of their support, and are filled with customer accounts of Dell Staff not responding, delaying resolution, or providing inadequate resolution to customer problems. In my family, there were problems with two of the three orders we made at the same time.
1) I ordered a system and upgraded the standard keyboard and mouse to the Dell Wireless Combo for $65.00. The description for this product showed a PS/2 Adapter, which I need to use my KVM (Keyboard / Mouse / Video switch.)
2) When I opened the box, there was no adapter, and no reference to an adapter in the documents.
3) I contacted Dell Technical support who immediately advised me that this unit is not compatible with PS/2 and cannot be adapted. They told me to contact customer care to send it back for a refund.
Because of the 5000 character limit, I must remove the details concerning this matter. However:
After SEVENTY (70) days, HUNDREDS of emails, DOZENS of telephone calls, a complaint filed with the PA Distric Attorney's Office of Consumer protection, and DOZENS of posts within the Dell support forums, Dell has FINALLY resolved the matter by sending me the standard keyboard and Mouse that they owed me as part of my origibal system purchase (Dell RETAIL value, less than $50.)
Here is the (mostlyt complete, as of 11/30/03) list of contacts that were unable to resolve this simple matter after many dozens of contacts:
1. Debbie (us_bcsd@dell.com) 2. Josie_Garza@dell.com (Salesperson I dealt with) 3. Dell Inc. E-Business Sales Division SMB_OnlineOrder_Resolution@dell.com) 4. Jersey DTF229365 5. Raymond DTC~28723 (repeatedly, and who made at least 2 promises to ship items he never did) 6. Sydney DTC39425 7. Arnold ~DTC47364 8. carla_geronimo AGENT_ID 2819 (who may be the same person as number 9) 9. Carla DTC69143 10. Dominic DTC66961 11. Sandy ~DTC65916 12. Ronald ~DTC29559 13. Keeve ~DTC39418 14. Pierre (Dell Customer Care Chat) 15. Robin (Dell Customer Care Chat) 16. postmaster@Dell.com 17. uscemcsd@dell.com
19) After filing the complaint and notifying Customer Care and Dell Inc. E-Business Sales Division, I received an e-mail from each apologizing again, and promising prompt resolution. A keyboard and Mouse were entered into the shipping queue, but on December 2, the order was cancelled.
It was another 10 days before Dell decided to ship me the keyboard and mouse, and I am awaiting delivery. The story should end on Monday December 15, TWO AND 1/2 MONTHS AFTER THE DATE OF PURCHASE! In light of my experience, and the similar experiences of many others, I strongly urge any prospective Dell customers to make their purchases from a different company.
The bottom line? The Dell hardware / software package is very cost effective. Do not buy with the expectations that you will get any support if you have problems. If you go into it with that attitude, you will not be disappointed. "
This review was modified by 30YrTech on December 13 2003 11:01:03 AM
"As a computer tech / consultant, we make many recomendations to our customers for hardware. We have in the past recomended Dell as an excellent choice for quality computers/servers and super support, until a number of problems that seem to be more frequent and increasingly serious.
Just recently one of our customers had a problem with a laptop computer. I called the business support, and went through about 30 minutes of diagnostics (as if we didn't already know what was wrong with the laptop) and concluded that the motherboard needed to be replaced. We promptly sent the laptop back to Dell and waited for the return. Upon receiving the returned laptop, the repair note said BIOS Flashed... The system was not repaired and still needed a new motherboard.
I called dell, spoke with another Tech who proceeded to go through another 40 minutes of diagnostics to determine that the motherboard needed to be replaced. At this point I asked to speak with a Manager (don't do this unless you have a lot of time to burn). I waited on hold for another 20 minutes to have the manager tell me that there was nothing they could do except hope this does not happen again. I did ask the 'manager' why it takes 20 minutes to get a manager on the phone and he stated that they were very busy.
It seems to me that if the managers are that busy Dell has a number of problems. First, they don't have enough managers. Second, they have too many issues that require a manager to deal with. Third, they don't care too much about their customers or their time to make them sit on hold for 20+ minutes. It also became apparent that this 'manager' had very little ability to make the situation any better or even assure me this wouldn't happen again. The manager even stated that if this does happen again, we could expedite the 'next' shipment... boy that instills confidence! What do you mean if it happens again?
Dell does not care if you purchase $100 or $100,000 worth of their products, the service is the same, cold, and careless. As I mentioned to the tech, and the manager, if they don't have a way to take care of problems of this sort, I am going to include an article on our web site detailing why we no longer recommend Dell. Again, they didn't seem to care....
"My friend's mother, Sharon, needed a new computer. She had been using a Pentium III running Windows 98 for quite awhile, and it looked to be on its last legs.
Because of Sharon's inexperience and budget, it made a lot of sense to find a Windows XP machine instead of buying something that would bottom out trying to run Vista. That presented two options: 1) Rebuild her current machine with a new motherboard, cpu, etc, and buy an OEM copy of XP, or 2) Buy a refurbished machine from one of the big boxers.
After pricing out option #1, I called around to big pc, and had a good conversation with a salesperson in the Dell Outlet. For just a little more than a rebuild would cost, I could get an entirely "new" rebuilt computer, running Windows XP Home. Option #2 would not be quite as powerful as the rebuild, but it would be fast and easy; Famous last words.
I had told the rep that I only had three criteria: 1) Windows XP, 2) At least a 90-day warranty, and 3) less than $400 delivered. She said she could deliver on all three requirements. I set up the order, and the quote would be good for 48 hours—all Sharon had to do was call in and pay for it.
During the next few days, I realized that Sharon had made the purchase within an hour of my call to Dell, that Dell had shipped an entirely different PC than was quoted, and that it was too late to cancel the shipment. Arrghhh!! They were sending a Windows Vista machine with half the memory. It would take longer to boot a machine like that than it would to be delivered by DHL.
To summarize my annoyance: Over the next month, I made dozens calls to get the misorder back to them and get Sharon’s refund, all without finding a Dell employee that gave a crap that they had screwed up the order. They even had the courage, after I expressed that I would not be buying Dell again, to try to upsell me on the returning order. Sheesh.
My Dell Outlet salesperson, Leah, seemed incapable of returning a phone call. Tom McClure, her department head, managed one return. He was going to call me back after he found out why the order had been pooched, but apparently fell off a cliff during his quest.
Dell employees were always polite, but never seemed to know what was going on with the order. Calling three time in succession would yield three different status reports. My teeth are grinding again now to think of it.
Dell Outlet should have said: "Yikes, you’re right, that order is messed up. I’m going to recall that shipment, and send you out the pc you actually ordered--today." If they had, I would be writing a glowing review about how Dell treats their customers like they want to keep them. "
This review was modified by bobhope2112 on December 05 2008 04:31:24 PM
"Ordered a Dell 2001FP 20.1" LCD Monitor on Jan. 27. It was shipped the next day with free 2nd Day air. I received it and noticed there was a dead pixel problem. I called tech. support and got someone within a few minutes. They decided to send out a new replacement. The replacement was shipped out Next Day the same day I called. The tech was very helpful. I got the new monitor, and this one had no dead pixels. The whole process, including getting the replacement, took less than 5 business days. I am very happy with the monitor and with Dell."
Placed order online with Dell.com in May 2009 now it is July and we are still awaiting our Two New Systems, by the time Dell ships these units it may be Windows 7 Release date. We have three emails delaying this order and have been hung up on by customer service at Dell on many occasions.
"Bought a Canon Digital Rebel XT with kit lens over their website because I found a 15% off coupon which made the price lowest on the net. They also didn't charge tax and they had a free shipping promotion. So all in all, price was ok without the coupon, but if you wait until they have a sale, it can be good or even great.
I placed the order on a Wednesday (4/6) and had a coupon for $90 off of a purchase of $750 or more. I called customer service Thursday morning (4/7) and tried to use it but they would not let me. Instead they said no coupons could be applied after checking out. I argued and they gave me $50 credit instead of the full $90. Better than nothing I suppose. I tried to cancel the order so I could use both coupons I had but they had shipped it already (under 24 hours!). Unfortunately, I never recieved any shipping notification, but it was shown on the website.
Regarding shipping, I expected UPS or FedEx or even USPS, but they used DHL. My personal preference is UPS, but that's moot. They had a tracking number and everything. Estimated delivery was 4/12, but it came on 4/11. I don't mind early packages, but on their website, it said SIGNATURE REQUIRED, however, the box was laying at my front door for all to see. For a $1000 valued camera, I don't like it sitting out there for someone to see and possibly take. Even though this has never happened to me, it has happened to people I know, and it's always a pain to go through.
Onto the packing. I gave it a light shake, and I heard thumping, which is never a good thing. I openned it up and found inside, the camera retail box, an invoice, and one crumpled piece of paper that did absolutely nothing to protect it from damage. It was stuffed onto one side, which exposed 5 other sides. I work at a company that ships out hundreds of things a day, and we are never this careless. We make sure to pad each side to prevent damage. Dell obviously doesn't seem to care much. I'm just happy nothing was damaged so I would have to send it back to Dell on my dollar due to their incompetence.
All in all, it was a good transaction minus some points here and there."
This review was modified by scc135 on April 24 2005 03:38:37 PM
"Yet another case of Dell cancelling an order they just don't want to deal with. I placed an order for a Panasonic plasma tv, with a 10% off coupon. Dell sent me an email saying they were out of stock and that I could 1) cancel, 2) keep item on backorder which may take 6 months, or 3) choose one of three other items instead. Well, I replied and told them to KEEP my order on backorder. What did they do? They CANCELLED my order, and I can't get them to re-instate it. They now say they "can't" backorder it. I know that other people have had this problem and have gotten it re-ordered so I don't know what the deal is..."
"In the past, the company I work for has purchased computers from Dell. We typically make one large bulk purchase (35 to 40) computers at once, but we also purchase individual items like laptops from time to time. This particular time, I spoke with two of Dell's Sales Reps regarding pricing and features for 10 Dell Dimension 4600s. As is standard, they mentioned Mail-In Rebates for the orders. We ended up purchasing the computers, and submitted the rebates. Here is where it starts to get messy. I was only able to locate one Rebate Redemption Form, but it was for Home Users rather than Small Business. On January 6th, I called the phone number on the form (866-842-3616) and spoke with Sarah (notice how they don't provide a way to identify themselves other than first name?), who said there was only one form available. She claimed she would watch for this rebate, to make sure it went through the system. I submitted the form along with the proper paperwork, and waited the allotted time. Eventually we received exactly 50% of the rebates. I called the number again on February 17th, this time speaking to Ashley (no id again!) who said I should resubmit the form along with MY name (rather than the company's) and personal address. Sounded odd, but I did it anyways with the assurance from Ashley it would be processed quickly. Ashley also claimed I would receive a phone call within 7 days from someone from Dell regarding this error. I did not receive any phone call. So, today (March 2nd) I called the number again, and this time I spoke with Lisa (ID#9311). She said that the Rebate Center was unauthorized to submit more than 5 rebates per order, but she would provide me with a number to Dell Corporate to speak with them. She said to call 800-624-9897, options 1, 66966, 1, 4, 3. I called this number, and spoke with Bridget, who said I had called the wrong number (imagine that), and that she would transfer me to the correct department. She said I would want 800-456-3355 ext.68938. After being transferred and on hold for 10 minutes, I spoke with Richard (ID#323292, 4 years experience, Customer Service Rep Level 2). I briefly explained what the problem was, and that I was unable to locate anywhere (Dell's website, the rebate form, the rebate website, the invoice, etc.) where it states a maximum of 5 rebates. He said he would go get a copy of the rebate form (I even explained I had one in front of me), and he read from his form which was different from mine. Wait, what's that? His form was different from mine, but Sarah had stated there was only one form. I asked Richard about this, and he stated he knew of at least three different forms. We proceded to go round and round, debating over who should be responsible (I believe Dell should be responsible for all the rebates the sales reps offered, and that Sarah neglected to tell me were not valid). Richard explained that there was nothing he could do about this matter, so i asked to talk with Level 3 support (if there is a level 1, and a level 2, there must be a 3, right?). He placed me on hold for 5 minutes, and came back saying no one was available, but he would put in a request for them to call me later. I then asked for that name and phone number so I could call them instead (after Ashley claimed I would receive a phone call in 7 days I decided it would be wise to call them rather than rely on them calling me). Richard's response is typical for CSR's, he said "We are not allowed to give that informatino out". I then asked who would be calling me, but he could not say that either. He said there are too many managers in different call centers to know who would call me back. If he really had attempted to pass the phone to a manager earlier, wouldn't he at least know one manager? Eventually, after much persistance on my side, Richard said his immediate supervisor was Noel, and I would be potentially receiving a phone call from Kimberly. The level above these two people is "strictly administrative, and do not take phone calls". So now I sit and wait for Noel or Kimberly or some other unknown Dell rep to call and tell me yet another story. I did suggest to Richard that all people are trained on the policies he was so ready to spout in his defense. I don't think it is very smart for a Sales Rep (or even two, in my case) to say we would recieve 10 rebates, if Dell's policy is to only accept a maximum of 5. I doubt I will ever receive the rebates, but I fully intend to make it known to as many people as possible that the sales technique used by Dell is unacceptable."
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![Share](javascript:share_rating({"review_body":"As a computer tech \/ consultant, we make many recomendations to our customers for hardware. We have in the past recomended Dell as an excellent choice for quality computers\/servers and super support, until a number of problems that seem to be more frequent and increasingly serious.<br><br>Just recently one of our customers had a problem with a laptop computer. I called the business support, and went through about 30 minutes of diagnostics (as if we didn\u0027t already know what was wrong with the laptop) and concluded that the motherboard needed to be replaced. We promptly sent the laptop back to Dell and waited for the return. Upon receiving the returned laptop, the repair note said BIOS Flashed... The system was not repaired and still needed a new motherboard.<br><br>I called dell, spoke with another Tech who proceeded to go through another 40 minutes of diagnostics to determine that the motherboard needed to be replaced. At this point I asked to speak with a Manager (don\u0027t do this unless you have a lot of time to burn). I waited on hold for another 20 minutes to have the manager tell me that there was nothing they could do except hope this does not happen again. I did ask the \u0027manager\u0027 why it takes 20 minutes to get a manager on the phone and he stated that they were very busy.<br><br>It seems to me that if the managers are that busy Dell has a number of problems. First, they don\u0027t have enough managers. Second, they have too many issues that require a manager to deal with. Third, they don\u0027t care too much about their customers or their time to make them sit on hold for 20+ minutes. It also became apparent that this \u0027manager\u0027 had very little ability to make the situation any better or even assure me this wouldn\u0027t happen again. The manager even stated that if this does happen again, we could expedite the \u0027next\u0027 shipment... boy that instills confidence! What do you mean if it happens again?<br><br>Dell does not care if you purchase $100 or $100,000 worth of their products, the service is the same, cold, and careless. As I mentioned to the tech, and the manager, if they don\u0027t have a way to take care of problems of this sort, I am going to include an article on our web site detailing why we no longer recommend Dell. Again, they didn\u0027t seem to care....<br><br>It is really too bad....","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/127090#comment127090","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"ecsjohn","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"My friend\u0027s mother, Sharon, needed a new computer. She had been using a Pentium III running Windows 98 for quite awhile, and it looked to be on its last legs. <br><br>Because of Sharon\u0027s inexperience and budget, it made a lot of sense to find a Windows XP machine instead of buying something that would bottom out trying to run Vista. That presented two options: 1) Rebuild her current machine with a new motherboard, cpu, etc, and buy an OEM copy of XP, or 2) Buy a refurbished machine from one of the big boxers.<br><br>After pricing out option #1, I called around to big pc, and had a good conversation with a salesperson in the Dell Outlet. For just a little more than a rebuild would cost, I could get an entirely \u0022new\u0022 rebuilt computer, running Windows XP Home. Option #2 would not be quite as powerful as the rebuild, but it would be fast and easy; Famous last words.<br><br>I had told the rep that I only had three criteria: 1) Windows XP, 2) At least a 90-day warranty, and 3) less than $400 delivered. She said she could deliver on all three requirements. I set up the order, and the quote would be good for 48 hours\u2014all Sharon had to do was call in and pay for it.<br><br>During the next few days, I realized that Sharon had made the purchase within an hour of my call to Dell, that Dell had shipped an entirely different PC than was quoted, and that it was too late to cancel the shipment. Arrghhh!! They were sending a Windows Vista machine with half the memory. It would take longer to boot a machine like that than it would to be delivered by DHL.<br><br>To summarize my annoyance: Over the next month, I made dozens calls to get the misorder back to them and get Sharon\u2019s refund, all without finding a Dell employee that gave a crap that they had screwed up the order. They even had the courage, after I expressed that I would not be buying Dell again, to try to upsell me on the returning order. Sheesh.<br><br>My Dell Outlet salesperson, Leah, seemed incapable of returning a phone call. Tom McClure, her department head, managed one return. He was going to call me back after he found out why the order had been pooched, but apparently fell off a cliff during his quest. <br><br>Dell employees were always polite, but never seemed to know what was going on with the order. Calling three time in succession would yield three different status reports. My teeth are grinding again now to think of it. <br><br>Dell Outlet should have said: \u0022Yikes, you\u2019re right, that order is messed up. I\u2019m going to recall that shipment, and send you out the pc you actually ordered--today.\u0022 If they had, I would be writing a glowing review about how Dell treats their customers like they want to keep them.<br>","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/421534#comment421534","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"bobhope2112","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Ordered a Dell 2001FP 20.1\u0022 LCD Monitor on Jan. 27. It was shipped the next day with free 2nd Day air. I received it and noticed there was a dead pixel problem. I called tech. support and got someone within a few minutes. They decided to send out a new replacement. The replacement was shipped out Next Day the same day I called. The tech was very helpful. I got the new monitor, and this one had no dead pixels. The whole process, including getting the replacement, took less than 5 business days. I am very happy with the monitor and with Dell.","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/123191#comment123191","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"dal21","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"DELL IS A SCAM! <br><br>Placed order online with Dell.com in May 2009 now it is July and we are still awaiting our Two New Systems, by the time Dell ships these units it may be Windows 7 Release date. We have three emails delaying this order and have been hung up on by customer service at Dell on many occasions. <br><br>This world is coming to an END<br><br>Order 752124150 <br><br>Product Description <br>\t<br>Intel\u00ae Pentium\u00ae dual-core processor E5200 (2MB L2, 2.5GHz, 800 FSB)<br><br>Genuine Windows Vista\u00ae Home Basic Service Pack 1 <br>\t<br>Estimated Delivery Date <br><br>06\/09\/2009 <br><br>Revised Est.<br>Delivery Date<br>06\/18\/2009 <br><br>Revised Est.<br>Delivery Date<br>06\/29\/2009 <br><br><br><br>NO BULL<br><br><br>NEW UPDATE 07-14-2009<br><br>\t\tRevised Estimated Delivery Date <br><br><br>\t\t<br>You can check on the progress of your order at any time by clicking on the Order Number(s) below \t\t\t\t<br>\t\t\t<br>\t\t\t<br>Order Number 752124150 <br><br>Delivery Date \t07\/29\/2009 <br><br><br><br>Inspiron 530s, Intel Pentium Conroe Dual Core Processor E5200(2.5GHz, 800FSB) with 2M B cache <br>\t<br><br>\t\t\t\t<br><br>","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/479870#comment479870","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"QCUSAINC","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Dell offered a Canon 1200 digital camera for $115. They advertised this camera, at the $115 price, on both Dell.com and eBay.com.<br><br>3 days after placing my order, I was told it was a price mistake, and I could now purchase the camera for $165.<br><br>I do not believe they had a price mistake on TWO DIFFERENT websites, at the same time, for the same price.<br><br>Obvious bait and switch tactics. Dell.com has lost me as a customer.","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/489418#comment489418","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"SteveInTX","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Bought a Canon Digital Rebel XT with kit lens over their website because I found a 15% off coupon which made the price lowest on the net. They also didn\u0027t charge tax and they had a free shipping promotion. So all in all, price was ok without the coupon, but if you wait until they have a sale, it can be good or even great.<br><br>I placed the order on a Wednesday (4\/6) and had a coupon for $90 off of a purchase of $750 or more. I called customer service Thursday morning (4\/7) and tried to use it but they would not let me. Instead they said no coupons could be applied after checking out. I argued and they gave me $50 credit instead of the full $90. Better than nothing I suppose. I tried to cancel the order so I could use both coupons I had but they had shipped it already (under 24 hours!). Unfortunately, I never recieved any shipping notification, but it was shown on the website.<br><br>Regarding shipping, I expected UPS or FedEx or even USPS, but they used DHL. My personal preference is UPS, but that\u0027s moot. They had a tracking number and everything. Estimated delivery was 4\/12, but it came on 4\/11. I don\u0027t mind early packages, but on their website, it said SIGNATURE REQUIRED, however, the box was laying at my front door for all to see. For a $1000 valued camera, I don\u0027t like it sitting out there for someone to see and possibly take. Even though this has never happened to me, it has happened to people I know, and it\u0027s always a pain to go through. <br><br>Onto the packing. I gave it a light shake, and I heard thumping, which is never a good thing. I openned it up and found inside, the camera retail box, an invoice, and one crumpled piece of paper that did absolutely nothing to protect it from damage. It was stuffed onto one side, which exposed 5 other sides. I work at a company that ships out hundreds of things a day, and we are never this careless. We make sure to pad each side to prevent damage. Dell obviously doesn\u0027t seem to care much. I\u0027m just happy nothing was damaged so I would have to send it back to Dell on my dollar due to their incompetence.<br><br>All in all, it was a good transaction minus some points here and there.","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/201193#comment201193","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"scc135","rating":"4"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Yet another case of Dell cancelling an order they just don\u0027t want to deal with. I placed an order for a Panasonic plasma tv, with a 10% off coupon. Dell sent me an email saying they were out of stock and that I could 1) cancel, 2) keep item on backorder which may take 6 months, or 3) choose one of three other items instead. Well, I replied and told them to KEEP my order on backorder. What did they do? They CANCELLED my order, and I can\u0027t get them to re-instate it. They now say they \u0022can\u0027t\u0022 backorder it. I know that other people have had this problem and have gotten it re-ordered so I don\u0027t know what the deal is...","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/108755#comment108755","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"tonyal","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Have had problems since new with the modem, floppy drive, internal clock gains 5 mins a day, won\u0027t shut down properly. Customer support is horrible.","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/121418#comment121418","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"JohnBTCB","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"In the past, the company I work for has purchased computers from Dell. We typically make one large bulk purchase (35 to 40) computers at once, but we also purchase individual items like laptops from time to time. This particular time, I spoke with two of Dell\u0027s Sales Reps regarding pricing and features for 10 Dell Dimension 4600s. As is standard, they mentioned Mail-In Rebates for the orders. We ended up purchasing the computers, and submitted the rebates. Here is where it starts to get messy. I was only able to locate one Rebate Redemption Form, but it was for Home Users rather than Small Business. On January 6th, I called the phone number on the form (866-842-3616) and spoke with Sarah (notice how they don\u0027t provide a way to identify themselves other than first name?), who said there was only one form available. She claimed she would watch for this rebate, to make sure it went through the system. I submitted the form along with the proper paperwork, and waited the allotted time. Eventually we received exactly 50% of the rebates. I called the number again on February 17th, this time speaking to Ashley (no id again!) who said I should resubmit the form along with MY name (rather than the company\u0027s) and personal address. Sounded odd, but I did it anyways with the assurance from Ashley it would be processed quickly. Ashley also claimed I would receive a phone call within 7 days from someone from Dell regarding this error. I did not receive any phone call. So, today (March 2nd) I called the number again, and this time I spoke with Lisa (ID#9311). She said that the Rebate Center was unauthorized to submit more than 5 rebates per order, but she would provide me with a number to Dell Corporate to speak with them. She said to call 800-624-9897, options 1, 66966, 1, 4, 3. I called this number, and spoke with Bridget, who said I had called the wrong number (imagine that), and that she would transfer me to the correct department. She said I would want 800-456-3355 ext.68938. After being transferred and on hold for 10 minutes, I spoke with Richard (ID#323292, 4 years experience, Customer Service Rep Level 2). I briefly explained what the problem was, and that I was unable to locate anywhere (Dell\u0027s website, the rebate form, the rebate website, the invoice, etc.) where it states a maximum of 5 rebates. He said he would go get a copy of the rebate form (I even explained I had one in front of me), and he read from his form which was different from mine. Wait, what\u0027s that? His form was different from mine, but Sarah had stated there was only one form. I asked Richard about this, and he stated he knew of at least three different forms. We proceded to go round and round, debating over who should be responsible (I believe Dell should be responsible for all the rebates the sales reps offered, and that Sarah neglected to tell me were not valid). Richard explained that there was nothing he could do about this matter, so i asked to talk with Level 3 support (if there is a level 1, and a level 2, there must be a 3, right?). He placed me on hold for 5 minutes, and came back saying no one was available, but he would put in a request for them to call me later. I then asked for that name and phone number so I could call them instead (after Ashley claimed I would receive a phone call in 7 days I decided it would be wise to call them rather than rely on them calling me). Richard\u0027s response is typical for CSR\u0027s, he said \u0022We are not allowed to give that informatino out\u0022. I then asked who would be calling me, but he could not say that either. He said there are too many managers in different call centers to know who would call me back. If he really had attempted to pass the phone to a manager earlier, wouldn\u0027t he at least know one manager? Eventually, after much persistance on my side, Richard said his immediate supervisor was Noel, and I would be potentially receiving a phone call from Kimberly. The level above these two people is \u0022strictly administrative, and do not take phone calls\u0022. So now I sit and wait for Noel or Kimberly or some other unknown Dell rep to call and tell me yet another story. I did suggest to Richard that all people are trained on the policies he was so ready to spout in his defense. I don\u0027t think it is very smart for a Sales Rep (or even two, in my case) to say we would recieve 10 rebates, if Dell\u0027s policy is to only accept a maximum of 5. <br>I doubt I will ever receive the rebates, but I fully intend to make it known to as many people as possible that the sales technique used by Dell is unacceptable.","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/128688#comment128688","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"josborne","rating":"1"}, "single");){kind=link}
"Good Dell Hardware does not make up for atrocious Dell Customer Service!
---------------------
Pros
Hardware seems mostly to be fairly high quality. The price of the system is very good.
Cons
Customer Care is so bad that if ever needed, you'll regret having purchased from Dell.
The Bottom Line
Do not buy from Dell.
Based upon the problems I have been experiencing (which are not unique) I urge you to avoid Dell.
Full Review (can be read here: http://www.epinions.com/content_120632741508)
Commentaries on Dell Forums may be read here: http://forums.us.dell.com/supportforums/board/message?board.id=cc_order_status&message.id=76949&view=by_date_ascending&page=1
Synopsis:
Hardware: Mostly Above Average.
Software and setup: Substandard, and lots of Dell Spyware.
Customer Service: Horrifying, atrocious, ghastly, hideous, horrific, dreadful, horrendous, and appalling.
Customer Service:
This is the major Problem with Purchasing from Dell.
It is truly unfortunate that Dell Inc. has permitted their "Customer Care" to degrade as far as it has. The Dell Customer Care forums reflect the deterioration of their support, and are filled with customer accounts of Dell Staff not responding, delaying resolution, or providing inadequate resolution to customer problems.
In my family, there were problems with two of the three orders we made at the same time.
1) I ordered a system and upgraded the standard keyboard and mouse to the Dell Wireless Combo for $65.00. The description for this product showed a PS/2 Adapter, which I need to use my KVM (Keyboard / Mouse / Video switch.)
2) When I opened the box, there was no adapter, and no reference to an adapter in the documents.
3) I contacted Dell Technical support who immediately advised me that this unit is not compatible with PS/2 and cannot be adapted. They told me to contact customer care to send it back for a refund.
Because of the 5000 character limit, I must remove the details concerning this matter. However:
After SEVENTY (70) days, HUNDREDS of emails, DOZENS of telephone calls, a complaint filed with the PA Distric Attorney's Office of Consumer protection, and DOZENS of posts within the Dell support forums, Dell has FINALLY resolved the matter by sending me the standard keyboard and Mouse that they owed me as part of my origibal system purchase (Dell RETAIL value, less than $50.)
Here is the (mostlyt complete, as of 11/30/03) list of contacts that were unable to resolve this simple matter after many dozens of contacts:
1. Debbie (us_bcsd@dell.com)
2. Josie_Garza@dell.com (Salesperson I dealt with)
3. Dell Inc. E-Business Sales Division SMB_OnlineOrder_Resolution@dell.com)
4. Jersey DTF229365
5. Raymond DTC~28723 (repeatedly, and who made at least 2 promises to ship items he never did)
6. Sydney DTC39425
7. Arnold ~DTC47364
8. carla_geronimo AGENT_ID 2819 (who may be the same person as number 9)
9. Carla DTC69143
10. Dominic DTC66961
11. Sandy ~DTC65916
12. Ronald ~DTC29559
13. Keeve ~DTC39418
14. Pierre (Dell Customer Care Chat)
15. Robin (Dell Customer Care Chat)
16. postmaster@Dell.com
17. uscemcsd@dell.com
19) After filing the complaint and notifying Customer Care and Dell Inc. E-Business Sales Division, I received an e-mail from each apologizing again, and promising prompt resolution. A keyboard and Mouse were entered into the shipping queue, but on December 2, the order was cancelled.
It was another 10 days before Dell decided to ship me the keyboard and mouse, and I am awaiting delivery. The story should end on Monday December 15, TWO AND 1/2 MONTHS AFTER THE DATE OF PURCHASE!
In light of my experience, and the similar experiences of many others, I strongly urge any prospective Dell customers to make their purchases from a different company.
The bottom line? The Dell hardware / software package is very cost effective. Do not buy with the expectations that you will get any support if you have problems. If you go into it with that attitude, you will not be disappointed.
"