Dell Computers ripoff Useless tech support and terrible service TWO YEARS worth of problems! Austin Texas

I only wish I had begun documenting my problems with Dell from the beginning. Sadly I was under the illusion that the problems would be temporary and Id never have to think about those trying days again. Ha. That was two years ago!

I bought a Dimension 8100 in June of 2001. Right from the start I was having problems. Among them have been frequent crashes and locks (both of the soft and hard varieties), along with the particularly infuriating Random Reboot where it just shuts itself off whenever it gets the urge. (Also, the Altec Lansing THX surround sound speakers I purchased with it for $250 were defective and I had to have them replaced right away.)

But more importantly, I use ProTools on this piece of machinery, and for a while thought maybe it was the software causing the issue. Nope. With or without it, still nothing but problems.

I was on with their Mostly-Useless Technical Support so much that I moved up to the Advanced Tech Support and then graduated to the fabled Upper Tier Support where I was assigned one person and their own extension (something you can never get for even a manger otherwise!) and was sworn to contact that person and only that person for 2 weeks. I of course, agreed, ecstatic at the possibility that I may have a functioning PC. Ha, again.

I have reinstalled the OS (Windows ME) at least 3 times, its hard to keep track. Then, after having no results any of these times, we ran a test to check the processor, (a test that was supposed to take an absolute max of 6 hours to run, and with my computer took approx. 33!!!! One whole weekend, workless. I should be charging them!) He deduced that my processor was faulty. They sent me a new processor and a serviceman to install it.

Did it help? Well, I thought so for a couple days. I then tried calling back my special tech guru, when it resumed its old tricks and found I could no longer get through to him. I left voicemail after voicemail, I spoke to other people trying to get him, I emailed him, NOTHING! I got very busy at college and had to work through the errors, though I lost tons of work, spent hours of re-dos and had consistent problems. TWO YEARS worth of problems!

Now, just recently, I purchased a Firewire card from Dell, installed it and had it essentially wipe out my computer. The video card drivers needed to be reinstalled, I lost sound for about a week (my business is music- recording, composing, etc. I couldnt do anything until I got it fixed.), my Internet would barely work, it mostly just froze up, and no files of any type (Word, JPEG) would open. A

fter speaking to numerous techs, one blessedly gifted technician finally had me run the Control-Alt-D test. (For those of you who dont know it, when the Dell logo pops up, tap Control, Alt and D at the same time. It will automatically test your hard drives. My system drive failed. After 2 years of tech support including one of the Knights of the Ignorant Table, this is the FIRST TIME anyone thought to run this simple 2 minute test! Go figure.

Well, long story, longer, they sent me a new hard drive a few days ago. Refurbished of course, but I expected that. It took me a complete Saturday and Sunday (no exaggeration) on with tech support to get this installed. I could go into plenty of anecdotes about the disturbing incompetency of the tech staff, but Ill save those for another time.

The big problem is that I couldnt get the internal slave drive to show up. I ended up being put through to the Advanced Technical Support yet again. After spending far too long on the problem and having him run out of answers, the portable phone I was on slipped out of my hand and accidentally bumped the OFF button. I waited for him to call me right back. Never happened.

I called tech support back, but could I get the advanced support again even after I explained what happened? Nope. I got one of the lowly techs who tried his best to help me (though wouldnt try at all to get me back to the tech I was just speaking with). Finally, he deduced that my ATA card was bad. I didnt buy the card from Dell, so Id have to buy a new one out of pocket.

Well, not happy to leave my money in the hands of Dell, I messed with it myself. The card was in fact working and after changing the jumpers on my hard drive I got it to work! A feat that their impeccable advanced staff couldnt even manage. I have to say the only thing Ive gotten out of all those wasted hours of phone support is a fairly decent knowledge of how to fix a computer better than them.

The story, unfortunately doesnt end here. I had more problems installing my external HDs, all bought from Dell, but when I called them yet again, they informed me that I needed to speak to the manufacturers of the drives, and not their wondrous support team. Yet again, I fixed the problem myself, no thanks to them. Now, the real root of my infuriation and the spawn of this letter: I now have to send back my defective HD. I can understand this. However, they have informed me that I have 2 days left in which to return the defective drive.

I explained to them that I wanted a little extra time since I just as of last night got my computer stabilized. I am uncomfortable ripping out the other slave drive to put the defective one back in to make sure I got everything off of it. Also, I have a lot of business files and some as yet uncopywritten works still on it that I would not like to fall into someone elses hands. (I have no trust of Dell as I believe someone from the company, I dont know who, at some point got hold of my credit card number and purchased themselves a satellite dish and had it mailed to Austin Texas. Close to their HQ, isnt it?)

Anyway, if I decide to keep the HD it would cost me $180. Now, this HD is an 80GB internal Maxtor drive, thats 2 years old. The one they sent me is a Western Digital 80GB internal Refurbished drive, so old that the Western Digital site doesnt even have a record of the model number! For this, they are charging me $180! Now, their most expensive 80GB Western Digital Hard Drive is at the moment $102.95 BRAND NEW! I could have bought a brand new 160GB WD HD for $180!!! Now, it seems as though Im asking Dell for a favor, asking for an extension, or for a lower buy back price for a defective piece of scrap metal, but no, please, read this. This is right from their service warranty on their website. Check it out for yourselves:

During the remaining years: For the remaining period of the limited warranty, we will replace any defective part with new or refurbished parts, if we agree that it needs to be replaced. When you contact us, we will require a valid credit card number at the time you request a replacement part, but we will not charge you for the replacement part as long as you return the original part to us within thirty days after we ship the replacement part to you. If we do not receive the original part within thirty days, we will charge to your credit card the then-current standard price for that part.

I have not altered this statement in any way. I copied and pasted it directly. Please note that it clearly give 30 DAYS from when they send it, not 7! Also, in the last sentence then-current STANDARD PRICE for that part.

Well, last night, I spoke first to Customer Care. This guy told me I had to speak with a Tech Manager. He transferred me, I then got a regular techie who refused to transfer me to a manger, sure she can solve all of my problems. Her solution was to ship me back to Customer Care. There I was told that they can in no way help me out, that its all done through tech support. I need a manager. He also said dont let them transfer me back to CC, its out of their hands. So, off I went like a good little ping-pong ball back to tech support. There I had to argue until I was turning red that I needed to speak to a manager.

FINALLY! I got a managerial-type person. The phone connection was terrible, it was hard enough to communicate, but I didnt like what I was hearing. She wanted to send me back to Customer Care!!!! Actually, Carol, her name was, said the first honest thing I have heard since dealing with Dell. She told me that Customer Care was pawning me off on them because they didnt want to own up to the problem. But there was nothing they could do. There is no flexibility in price or in time period, though obviously there is, only they have the flexibility and we, the customers, have the shaft. I spoke with Ed at Customer Service one last time last night (6/9/03). He told me that the invoice price is set by none other than Michael Dell himself. Do I buy it? No chance.

After reading numerous other complaints about Dell I find a strange kind of solace and frustration in knowing Im not alone. However, Im still mad as hell. I dont think after all that this terrible company has put me through, that I am asking them to move a mountain. Im only asking them to honor their own agreement!

I found the number for Mary Gardoa (sp.?) at Executive support, so I left a message on her voicemail. Being a bit of a masochist I called Customer Care once more, and came the closest Ive come to getting to speak with one of their managers. I left my number and my night wide open so she can call me back. Im waiting with baited breath.

So this is where it stands: I have 2 days left to decide whether to mess up my computer and attempt to wipe out my entire defective HD, or whether to have them over-charge me to keep a defective piece of trash for backup. To have them over-charge me, in fact, on a credit card they never asked me for. Im not sure, but I dont think they can just put it on whatever charge they may still have in their system. Maybe, the idiot who stole may card still has the number handy. It would give me one more thing to write the Attorney General and Better Business Bureau about.

Good luck to all of you, who like me were duped into buying these cheaply-built, over-priced electronic lemons.

Todd
Glenmont, New York
U.S.A.

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