May , 2005
Michael Dell, Chairman of the Board
Kevin Rollins, President and CEO
James Schneider, CFO
Thomas Green, Senior VP
William Amelio, Senior VP
Dell Computer Corp.
1 Dell Way
Round Rock, TX 78682-7000
I have been a Dell customer for several years. When I bought my first laptop, I chose Dell; I did so not because of your reputation for building quality systems, but because of your reputation for outstanding support of those systems. Your after-the-sale customer support was praised in numerous fora, and was the selling point for me. Up until recently, that reputation has been upheld.
Recently, however, I have had a number of dealings with your company, and I take exception to the way in which my case was handled. The most current, and most pertinent, example, occurred approximately 3 weeks ago. Recognizing that the warranty period on my Inspiron 1150 laptop was only 90 days from the purchase date, I called the support line to arrange for a service repair before warranty coverage expired. I explained to the technician that I was calling to arrange service, The representative who took my call assured me that there would be no problems with this, since my case was logged within the warranty period, and that I only needed to call Airborne Express to pick up my laptop when I was ready. I called Airborne Express on May 2, 2005.
I packed the Laptop to be then sent it off to your facility in Tennessee on May 3, 2005. Herein began my problems. With my laptop, I had received a phone call on May 8, 2005 from a technician stating that my laptop was not covered under warranty, and that I would have to arrange a replacement LCD screen from them at a price of $499.00 and he proceeded to inform me that he would take off $100.00 off the price of the LCD screen to bring the cost down to $399.00. Insisting that the LCD screen was damaged due to my negligence and I informed him that I had not dropped or damaged the Laptop at no time since I received it on April 12, 2005. Upon speaking to that representative, I was told that the warranty replacement would not cover the damages. I explained the situation to him, explained what I had been told previously, but the representative that told me that it only takes 4lbs of pressure per square inch to crack the LCD screen and therefore would not be addressed.
It should be noted that no where on the warranty or on the laptop did it address the fact the Laptop can be damaged by such a force as little as 4Lbs. I had expressed my dismay at this finding and was very upset to hear that the technician insisted that I had damaged the LCD screen. Upon hearing such bad news from him I wanted to speak to his supervisor and he stated that he would get a resolution specialist, after waiting on the phone for almost 30 minutes I hung up the phone. After which I called customer care to find the status of my Laptop and I was again told that the subsequent damage was not covered under warranty, as it was stated on prior occasions, then informed the customer care specialist that I had just got it two weeks prior to this call and that it was fine and completely functional on May 1, 2005. I had opened the Laptop up 3 hrs later to find the LCD screen had dead pixels on it. It worked fine earlier in the day. Furthermore, when I talked to the technician again he stated the Laptop would then be reevaluated again and I would be called as to those findings. Again, to have the screen repaired; it was going to cost me money in which I don't feel I should pay for. The replacement of the LCD screen would cost me $399.00 - $499.00, I was denied by the representative along with the fact that it was damaged by me, on the same grounds of not covered by warranty, but he finally relented when I told him that it had been broken between the times I opened it up on May 1, 2005.
The telephone representative also had a serious attitude problem. I tried explaining the situation to him, and he became immediately defensive, and refused to correct any of the problems. On several occasions, I asked to speak to his supervisor, and he put me on hold, then came back several minutes later or on at least 3 other occasions he hung the phone up on me, with still no answer to my question from his supervisor; effectively, he was not giving me his most professional attitude that I expected from a Dell representative. After six or seven such incidents, I finally told him (again) that I wanted to speak directly to his supervisor, not him, and he relented.
I run a Motorsports Photography Business and that I could not be with out a Laptop for a long period of time. In which this has cost me not only to be with out equipment that I need to run my business but as a small business owner to incur such a expense would be difficult. I've owned my other Dell Inspiron 2600 Laptop for 2 years and never ever had a problem with it. A first-year engineering student could tell you that the design was flawed; indeed, I asked a engineer at Xerox Corporation as to the fact that it only takes 4lbs of pressure per square inch to crack or break one of these LCD screens and made the comment when It was designed that there is no way of knowing how it was when I received the laptop, when I received the Laptop it possibly was already cracked but not to the extent of being noticeable, until I opened it up on May 1, 2005. The flawed design has led to this incident, thus needing to be replaced, and is a constant source of stress point. When in fact; that your company has refused to replace its flawed merchandise is even more aggravating.
Furthermore, this is not the first time I've had issues with your telephone representatives. My laptop is a business purchase; I bought it in a business capacity. Several months ago, I did research on this model the Inspiron 1150 and found that it was much more productive and better suited to meet my needs, in both speed and reliability. I found it was rated high in costumer satisfaction. With all due respect, I feel that I stood behind Dell Corporation and bought several systems throughout the years and now I feel as if Dell isn't standing by me. It amazes me to the extent as to the customer satisfaction that I've been given and the round about way of resolving this issue. After all this on May 16, 2005, I received my Dell Inspiron 1150 back, with a note stating it was not cover under warranty and due to the fact of limited storage space it was returned without notice to me. I'd postulate about your company's likelihood of replacing the LCD screen, but I don't need to; you've already shown me what you are willing to do to help the customer. I was discussing these incidents with a friend of mine, who also happens to be a systems administrator for Xerox Corporation; he said, and I quote, Dell builds a better box, I think, but I'd rather deal with another computer manufacture. That statement, right there, should concern you: when your customers feel that dealing with you is such a hassle that it is preferable to buy an inferior product, you need to reconsider your support system.
It is my fervent hope that this letter does not fall on deaf ears. I do recall your customer service from recent years, and I was favorably impressed; if service was to return to those levels, I would happily recommend Dell products, both in my professional capacity, and in my personal dealings with coworkers and friends. Until such time as that happens, however, I cannot in good conscience recommend Dell products to anybody, and, indeed, I advise people to stay away from your company, specifically because of the headaches your service department causes. What you do with letter is your business; you can take it to heart, or you can take it to the circular file. If you truly care about your customers, though, you will do the former.
On May 20, 2005, I received a phone call from a senior executive(not sure of his name) at Dell's Customer Support Division and he informed me that when my laptop was examined by a Dell technician. My Laptop was diagnosed as not being repairable due to the fact of negligence upon my part.
As stated in previous conversations with me he stated THAT NO WAY WOULD THIS BE COVERED UNDER THE WARRANTY. I tried to tell him that this isn't fair to the customers.
He also informed me that once the technician made the determination as to the problem with my Laptop that this it isn't a policy that is to be changed in any way.
I feel so disgruntled by all this, that my thoughts of Dell's have now turned to nothing short of informing everyone that Dell is by far a inferior machine and that all they care about is the bottom line and that is profits, when in fact if it wasn't for the customers who once believed in Dell's reputation that in fact we were the ones that were enabled you to have a profit margin.
Whatever happened to the customer's policy of retaining long term loyal customers as stated and I quote your Soul Of Dell PhilosophyCustomers: We believe in creating loyal customers by providing a superior experience at a great value. We are committed to direct relationships, providing the best products and services based on standards-based technology, and outperforming the competition with value and a superior customer experience.
As I see this there is a long standard from Dell to overlook the customers and to focus on nothing but profitsyou are profiting from all the wrong things your are sacrificing long term customers just to have a few more dollars in your financial records.
Please is this what we as customers are to you nothing but puppets that can be manipulated to dance whenever you so desire to have us do so.
I never ever thought that I'd have so much trouble getting something done by Dell.
How many people do you have to loose to take a look at what is going on and try to mend this problem?
Mr. Michael Dell this isn't the Dell that I knew in the beginning of all thisWhat happened to the company I once loved and so wanted to stand by.
The following is a excerpt from your core elements of the soul of Dell
Soul of Dell:
Many people are familiar with Dell's customer-focused direct business model, and the company's success in creating leading value for customers and investors. Less well known is the unique environment forged by Michael Dell and the people of Dell since the company's founding in 1984.
We characterize that environment in a statement of corporate philosophy called the "Soul of Dell." It defines the kind of company we are and aspire to become, serves as a guide for our actions around the world, and ultimately forms the basis of our "winning culture."
Below are the core elements of the Soul of Dell:
Customers: We believe in creating loyal customers by providing a superior experience at a great value. We are committed to direct relationships, providing the best products and services based on standards-based technology, and outperforming the competition with value and a superior customer experience.
The Dell Team: We believe our continued success lies in teamwork and the opportunity each team member has to learn, develop and grow. We are committed to being a meritocracy, and to developing, retaining and attracting the best people, reflective of our worldwide marketplace.
Direct Relationships: We believe in being direct in all we do. We are committed to behaving ethically; responding to customer needs in a timely and reasonable manner; fostering open communications and building effective relationships with customers, partners, suppliers and each other; and operating without inefficient hierarchy and bureaucracy.
Global Citizenship: We believe in participating responsibly in the global marketplace. We are committed to understanding and respecting the laws, values and cultures wherever we do business; profitably growing in all markets; promoting a healthy business climate globally; and contributing positively in every community we call home, both personally and organizationally.
Winning: We have a passion for winning in everything we do. We are committed to operational excellence, superior customer experience, leading in the global markets we serve, being known as a great company and great place to work, and providing superior shareholder value over time.
And Dell's Code of conduct:
Dell's Higher Standard
Dell's success is built on a foundation of personal and professional integrity. We hold ourselves to standards of ethical behavior that go well beyond legal minimums. We never compromise these standards and we will never ask any member of the Dell team to do so either. We owe this to our customers, suppliers, shareholders and other stakeholders. And we owe it to ourselves because success without integrity is essentially meaningless.
Our higher standard is at the heart of what we know as the "Soul of Dell" - the statement of the values and beliefs which define our shared global culture. This culture of performance with integrity unites us as a company that understands and adheres to our company values and to the laws of the countries in which we do business. Just as the Soul of Dell articulates our values and beliefs, the following Code of Conduct provides guidance to ensure we meet our higher standard and conduct business the Dell Way - the right way, which is "Winning with Integrity." Simply put, we want all members of our team, along with our shareholders, customers, suppliers and other stakeholders, to understand that they can believe what we say and trust what we do. Our higher standard includes several key characteristics that both underpin the Soul of Dell and provide the foundation for our Code of Conduct:
Trust - Our word is good. We keep our commitments to each other and to our stakeholders.
Integrity - We do the right thing without compromise. We avoid even the appearance of impropriety.
Honesty - What we say is true and forthcoming - not just technically correct. We are open and transparent in our communications with each other and about business performance.
Judgment - We think before we act and consider the consequences of our actions.
Respect -We treat people with dignity and value their contributions. We maintain fairness in all relationships.
Courage - We speak up for what is right. We report wrongdoing when we see it.
Responsibility - We accept the consequences of our actions. We admit our mistakes and quickly correct them. We do not retaliate against those who report violations of law or policy.
CC: Michael Dell, Chairman of the Board
Kevin Rollins, President and CEO
James Schneider, CFO
Thomas Green, Senior VP
William Amelio, Senior VP
ENCLOSED PLEASE FIND THE INFO ON MY DELL INSPIRON LAPTOP:
SERVICE TAG *******
EXPRESS SERVICE CODE ***-***-***-*
ROCHESTER, New York
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