Complaint Review: Dell Computer - Austin Texas

Joanne's posting is right on the money in my opinion.  I had experienced problems obtaining tech support from Dell on a new model v313 AIO printer which isn't even 3 months old yet.  Like many other posters on this site, I got the run around, hung-up on, experienced wait times as long as 22 minutes between repeated transfers from one customer rep to another, etc.

I sent a certifed letter to the company's HQ in Round Rock, Texas which got little results...just the usual pre-drafted emails (each with the exact same wording) and voice messages which were obviously just being read-off from some written script.  I filed a complaint with the Central Texas BBB which seemed to escalate my issue with Dell.  I actually received a call back from Nick Martin at Dell Corporate...someone who's right here in the U.S., doesn't have a thick East Indian accent, and actually UNDERSTANDS the English language!

I was at least finally able to get my problem resolved...but, it should not have had to take weeks to do so.  One note here is that prior to filing the BBB complaint I went on-line and checked the stats posted by the Central Texas BBB as to the number of complaints received against Dell, resolution rate, types of resolution, etc.

I did not have to pay anything to see this info, but as Joanne has pointed out, I do question the accuracy of the resolution stats (particularly the figures indicating complete, successful resolution).  In closing,  I have simply learned from my experience to avoid Dell products in the future.  Unfortunately, it seems there are massive numbers of complaints against just about every other computer/printer manufacturer right here on the ROR website.  Are there ANY decent, respectable, company still left out there?

You mentioned your amazement that the Better Business Bureau gives Dell high marks. Don't be surprised.  The Better Business Bureau, sadly, is basically a "front operation" for the very companies it is supposed to be regulating.

Too many consumers believe that the Better Business Bureau is there to protect their interests and resolve customer complaints. Not so.  The BBB is a private membership-basis organization that companies can buy into.  They write a check and then they get a plaque and the right to post the "BBB" icon on their websites and in their ads.  Seeing the BBB logo gives consumers a false sense of security.

Now ask yourself:  Whose side is the BBB going to be on in any dispute:  Joe Schmo with his complaint, or the guy that writes checks that pay the BBB's rent and salaries?  The BBB routinely covers up or obfuscates negative information concerning their own paid up members. 

Worse, in order to access information about any given company or concern, the consumer has to PAY the BBB for a peek into that company's complaint file---it's not free.  And as you say, the BBB will accept the COMPANY'S version of a "resolved" complaint even if the consumer is still unhappy.