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I used to think pretty highly of Dell, and their support always seemed pretty good....until recently.

I tried to get a replacement Wireless card, which after about 3 hours on the phone, they said they would send. They said it would take about 2 weeks......
............A month later, I call, because it hadn't come, so they try to put me through the same thing all over again!

After about an hour and a half, they say they will send a person to my house to do it (I can do it myself, but I let it slide since it had already been challenging enough just to get them to do something)

They ask what time is best for calling, i told them 4 or 5 in the evening.

The guy calls at 9:30 in the morning.... and I was kind of thinking.... how does 4 or 5 in the evening in any way translate to 9:30 in the morning? I guess that wasn't a big deal, but still...

So he gets to my house, he was nice enough, until I mention something about the way he was handling my computer.

Now just so no one is in any way put in too bad of a light, let me put word for word what was said:
(Me): "Could you please be careful when your near the screen, because I really don't want it to get scratched."

(Him): "Look, do you want to get lost for a while, or do you want to watch?"

I fail to see any courtesy in his response, because I wasn't even raising my voice, I was simply asking him to be careful with MY laptop.
The laptop has been fixed, but this does not make up for their bad service and short remarks.

Any thoughts on this scenario?


Oh, and my apologies to anyone if I ever recommended a Dell to you.

I've always hated Dell. Now I've got another reason to.

File a complaint.

Teancum wrote:File a complaint.

How exactly would I complain? I know I could call them, but was wondering if you have something else in mind.

But would I necessarily get anything out of it?

Or would I be talking to a person in India for an hour and simply waisting time and getting nowhere?

Just gotta consider these things before I call Dell, cause it is guaranteed to take at least 30mins whenever you call them.

cant you email them?

Trust me this kind of attitude isn't limited to Dell, generally any kind of work men/maintenance guys that come to your home will want you to "F" off rather than look over their shoulders. As for the rest of the issues, yep they could be better, we get alot of problems over here but then thats due in part to overseas call centres. I have no problems with getting the initial system from Dell (always get mine online) but all maintenance I sort myself, Dell after sales isn't great.

Contact Dell customer service there are several methods:

Dell Customer Services

almost certainly nothing will come of it but you never know and it'll get it off your chest.

Good Luck!

I wouldn't file a compliant about the service man. All he was was a little bit rude. Its not like he spit in your laptop or cursed every other word. Tech support can be hard, more so with someone sitting over your shoulders asking about every little thing you do. The guy knew what he was doing and didn't want to explain every step of the way. He wasn't there to be your friend, just to install the new card. He could of been having a really bad day too.

I'm not saying he couldn't have been nicer, just nothing happened worthy of making a big deal out of it with Dell's customer support.

[RDH]Zerted wrote:I wouldn't file a compliant about the service man. All he was was a little bit rude. Its not like he spit in your laptop or cursed every other word. Tech support can be hard, more so with someone sitting over your shoulders asking about every little thing you do. The guy knew what he was doing and didn't want to explain every step of the way. He wasn't there to be your friend, just to install the new card. He could of been having a really bad day too.

I agree that he knew what he was doing, and I wasn't bugging him about his progress, but when it boils down to the customer having preference with their system/product, the person who is handling the customer's merchandise should respect their preferences.

I say this partially because I am the one in my house who points which direction to go for computers. I have purchased to date, over 2000$ worth of computers from dell, and have referred my uncle who also made a purchase of over 700$.

If the People at Dell and the Tech Support people would consider the impact of disregarding my preferences, maybe they would change how they do things?

Cause after this I'm probably not gonna be buying from them again. That alters not just the money they make from my purchases, but also from those who I won't recommend Dell to in the future.

Now I just need to set aside an hour to call them and file my complaint.

Email doesn't work with them, I tried emailing before and got no response.

Pfft....Dell....

At least when you called them you didn't get sent to India (or did you?), or got connected to someone who had no Idea what they were talking abut.

Lol, Dell.

I never got around to thanking them for my version of Windows XP that was installed illegally and deletes things randomly >>

Hm. Interesting. I've got a dell. Actually, everything on my desktop here is dell except for the phone, webcam, and scanner. We've had no problems, but my dad's basically a computer genius and fixes everything by himself, so I don't really know.
Anyways, that's pretty horrible. To think he actually told you to get lost. Spam them with emails and phone calls until they give in (Kidding, of course)...

I've got a 2001 model Dimension 2350. Its old and slow (compared to newer ones) and I had to replace the crappy graphics card. I have to say it did have a pretty good quality.

Recently though, my sister got herself a newer Dell (E521). It looks cool and the new theme is sweet. But it has some major problems - the computer will shut down on her randomly, her programs will close randomly, most programs d/led from the net can't be installed for some reason, when she plays a video game they either have the character walk backwards (unless you push the 'walk forward' button in which case the speed is neutralized aka she doesn't go anywhere) or it crashes within 5 minutes, sometimes the game will lose all of here data and she has to start over from level 1 (with over 100 levels), and applications have a tendency to crash randomly and then say exactly every 60 seconds after the crash 'The application 48309320157.exe failed to open' (someting like that) or some other ridiculous error .exe message. The other day, she turned on the computer and it froze every time we turned it on

Windows will shutdown on you automatically on some errors. You can turn that 'feature' off and see if thats why the computer is randomly shutting down. Bad hardware or a sub-standard power socket will cuase random failures too. If its freezing before Windows boots up you've got hardware problems, lose cables, or power issues.

Your walk backwards problem would be due to sticky keys on the keyboard or problem with the game (SWBF2 has a lot of those).

Call Dell Tech support if you want to try to get it fixed, but make sure you have about 4 hours or more on your hands, cause it will take them quite a while to "diagnose" your problem.

In other news...I found some scratches on the plastic panel surrounding the screen, near the rubber pads that help pad the lid on the laptop when closed (the scratches were caused by the guy who replaced the back panel, by his screwdriver when he was having trouble getting them off...)

Looks like I'll be calling Dell again, to file my complaint and ask for a new plastic front panel...

It took Dell awhile for them to send the express upgrade for Vista to me. I had to give them bad feedback to make them send it.