Dell: Bad Product, Worse Customer Service Faulty Computer Austin Texas

This is a copy of an email that I sent to Dell:

I'm not sure if it's acutally Michael Dell who is reading this, but I don't really care. As long as someone who speaks English hears my complaint. About a year and a half ago, we bought a computer from your company. We were excited, it was my husband and my's first major purchase together. We bought it because I was planning on taking my courses at Missouri State University online for the semster after our son was born. The computer worked well... for a little while. Then the hard drive went out in the middle of the semester. I lost all of my school work. After spending hours on the phone with your customer service center in India, they finally told me that they would send someone out to give us a new hard drive. Great idea, but what about all the work that I lost when the original one quit after less than a year?

Computer worked great for about three months after that. Then the monitor quit turning on. I was still a college student, and I still needed access to my computer. Again, we called the customer service in India. And unfortunatly for us, our warranty was expired because we couldn't afford to renew it when it went out. So we put $45.00 on our credit card (not even the one that we have through your company, that wasn't an option. We had to put it on our emergencies only credit card), to have your tech support people to tell us to buy a new cable for the monitor. So we had to go buy a new cable ($20). It fixed the problem at that time.

Guess what? Three months later, the computer quits working again. And guess what else? I'm still a college student, with lots of assignments, papers, and projects in progress on my computer. So again, we called that lovely customer service center in India. To be told that there was nothing they could do for us unless we wanted to fork over another $45.00. So I asked what they planned to do about all the work that I had lost for the second time in six months because of they're faulty parts? Nothing. I asked for a manager. Wouldn't transfer me. I asked again. This time I did get transferred, but not to a manager. To someone in warranty services, offering to sell me a new extended-warranty for only $300. Why do I want a warranty on a computer that doesn't work, and a warranty that wouldn't cover what was wrong anyway, because it happened before I had the warranty? So I asked to be transferred back to customer service. This time they listened. I was offered a $50 credit to my account to make up for my "difficulties." Is $50 going to buy me a new computer, no. It wouldn't even cover the cost of a tech support call, especially not with all the interest Dell charges. So I asked yet again for a manager. This time I at least got transferred to someone who spoke English. I got transferred to the sales department in Texas. Why? I don't know. I gave up, because I had been on the phone for over two hours.

The next day, we took our computer to a local computer shop. They told us the motherboard was toast. We paid $75.00 just to have it checked. They also said that the motherboard couldn't be replaced with anything but a Dell part, which we would have to purchase from Dell. Yeah. Right. It would have been an additional $250 to get all my work and the pictures of our son saved, because it was almost unsalvageable. Lucky me, I had some of it backed up to a flash drive. The rest was lost and I had to start all over. So thanks a lot Dell, for selling us a crappy machine. When I told the techie at the computer store all the problems we'd had with ours, he said "That's Dell for you. We get it all the time."
Because of your company, I've twice lost a semesters worth of work, that I had to spend my time to re-do. And time isn't plentiful when your a full-time college student, mom, and have a job. So yeah, thanks a bunch. And believe me, I will be contacting the Attorney General here in Missouri and where ever else I have to to make it known what a horrible company you run.

Sincerely,

Jacqui Mayfield

Cateyes711
65746, Missouri
U.S.A.

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