Dell Has Bad Customer Service? (Part 2)
Filed in: Technology — July 17th, 2005
This is a summary of comments collected from my previous post “Dell Has Bad Customer Service?“, and additional news on Dell’s customer service.
There are 13 comments for the post, only 4 are negative comments. Not bad. However, many had their Dell hardware failure but got replaced anyway(is it common problem for notebook?). Some are also suggested that upgrade the warranty to “3 Year Standard Support Plan” (add RM886).
If I am going to get a Dell, I will take the advice — upgrade warranty plan, at the same time, pray for getting a healthy Dell. However, it will increase my budget to around RM5000…
Why will I choose Dell, instead of other brand?
I am in Johor, if anything goes wrong with my notebook, it will take month to fix it. Whereas, Dell will send technician to my home and fix it. It is convenient.
Dell’s News
By the way, here are few news about Dell. It is quite hot topic since Dell shut down its online forum.
Dell: why Customer Care had to die
Annoyingly, Dell has 404′d the link we had to its own announcement. So much for archiving.
Dell without a ‘Care’ in the world
Dell’s customers are lamenting about the company shutting down the Customer Care message boards that have long been part of its Dell Community Forum, with some wondering about Dell’s service commitment.
The inclusion of My Way on Dell’s Dimension desktop and Inspiron notebooks has prompted complaints to Dell’s support pages, numerous gripes in online bulletin boards and even an accusation that the package is spyware.
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February 4th, 2006 at 3:59 am
I own an Inspiron that was top of the line when I bought it. After 4 years, the motherboard died and the price of repair exceeds the “reasonability” of the investment. So I decided to buy an XPS. What an error. First Dell debited my credit card twice. Then they lied about it. Then they promised to reimburse me for one of the two debits. But after two months, I never received the money… only promises… and when they finally sent money, it was not the amount that I paid.
When the computer finally arrived - one and a half months - the computer in this first delivery was BROKEN!! Hours on the telephone, at least SEVEN different people, the cost of the phone calls is charge more than ONE US DOLLAR A MINUTE… I paid for “Day+1 on site repair”… but they took 13 days to send me another computer to replace it… And the second computer was also delivered BROKEN.
Shall I go on???
Forget Dell. Their Service is inexistant , costly to consult, inefficient in resolving problems, they don’t respect their own written policies, garanties or promises.
And the hassle you even though they are wrong, for months, until finally someone sees the light…
Your better off going to a supermarket and buying a cheap computer if you don’t need a very sophisticated machine. Dell just can’t deliver quality anymore.
By the way, I found this interesting comment by Michael Dell: “…We’ve managed to cut down production time… less than 3 minutes… But we still waste 30 seconds pasting the labels on the computer. We should stop this and cut production to 2 1/2 minutes.”
February 22nd, 2006 at 2:22 am
After reading the degrading comments on the Dell computer I am vey hesitant in purchasing one.
February 22nd, 2006 at 2:33 am
@John: Hmm… My elder brother and I are happy Dell customers. The Dell notebook and LCD monitor are working fine for us without any problem.
February 22nd, 2006 at 8:58 pm
Like some people, we like to read only what we want to read, and leave it at that, same as we only see what we want to see etc. I usually look for the faults first and the qualities later, I usually make the right decision. Dell is still in the runnning as my replacement computer
March 15th, 2006 at 2:04 am
You can sit there and bad-mouth Dell all that you want to. People have had mixed experiences with the company, 90% of which are caused by the consumers themselves. If you actually look into the details and compare all of the attributes from every system and every customer support detail Dell is still on top.
Do they have issues? Sure they do. Noone likes talking to somone who murders the English language, and noone likes dishonest employees who try and cover themselves instead of doing what’s right. But that is really a personal thing instead of a company wide thing. You’ll find that in most major corporations–Dell included. Thing is, they have pretty much the best equipment at the best prices.
I work for a tech support center and I’ve done residential IT conulting for quite a while, and I can honestly say I’ve had less trouble overall from Dell machines than any other brand.