Kerry
normal,#2Author of original report
Mon, February 23, 2004
The replacement system arrived last Friday the 20th, a week ahead of schedule. It is a brand new system and exactly what they quoted. I am finally satisfied with the resolution of the problem. It is ridiculous that it took so many months, hours and hours on the phone and as much frustration as it did. Dell should re-think their offshore tech. support or better train the staff. The lesson learned here is that as a consumer you must raise as much hell as possible or big corporations will screw you over every time. Hopefully, this system will be better than the last.
Kerry
normal,#3Author of original report
Thu, February 12, 2004
30 passed with no respone from the BBB in Texas where i filed a complaint, so I called them back. The lady at the BBB said she would follow up to see if Dell wanted to respond to my complaint. shortly thereafter i received the following email: Ms. Satterfeal, I am writing on behalf of Michael Dell's office regarding the complaint filed with the Better Business Bureau concerning the difficulties you are experiencing in trying to obtain a final resolution to the technical problems that you have had with your Dell computer system. I apologize for any inconvenience this issue has caused for you. In the interest of customer satisfaction, I am prepared to offer a new replacement tower as final resolution to this matter. I have generated a quote on your behalf in order to give you an idea of what the configuration of the new system will be. I have taken the liberty of forwarding that to you via email. Please review this quote and advise as soon as possible as to whether or not you would like to accept this offer of resolution. If you have any questions or concerns regarding the resolution offered, please don't hesitate to contact me directly. Thank you, Tamara M. Adcock Dell Executive Support 800-624-9897 Ext 60557 [email protected] Ok, I can forgive them for thinking I'm female because I was ASTOUNDED at this offer. The quote they sent me was for a current 8100 platform with a better processor, more memory and a CD/RW and DVD drive that was not on the original system (I added a CD/RW myself). Total "price" on the system was in excess of $1400, which was less than what I originally paid, but understandable. I have since spoken with Dell and accepted. have also requested a call-tag so I can return the defective computer and drives at no cost to me. She has assured me that everything is in order, that they are shipping, that the call-tag is coming and that the system is BRAND NEW and not refurbished. I am utterly amazed at this resolution and, no matter how futile it seems, encourage reporting to the BBB regardless of their reputation. In this case, I got the right person at the right BBB and they actually helped. Now we'll see if Dell lives up to their promises. I'll update and let you all know.
Kathy
Dover,#4Consumer Comment
Fri, January 23, 2004
Dell is great at selling computers. Terrible at customer support and service. Within one week of receiving my L800r from Dell monitor failed. They replaced it promptly. Within one week of that my Hard Drive failed. They wanted to send a technician to replace the hard drive I said NO WAY. Send a completely new unit. Second L800r system arrives within one week. Within 6 months hard drive fails, Dell sent new hard drive and technicial for its installation. Guess what... He installs it and leaves. NOT HIS JOB TO REINSTALL SOFTWARE... The hard drive has failed 3 times since. I have become very proficient in the instalation of software. Wait til your 3 year warranty is up. My power supply just failed. I brought it to a computer repair shop. After numerous calls to Dell in an effort to purchase a new power supply. Dell would not sell him one. We went with a more expensive compatable power supply. However I am very disapointed in the way that Dell conducts their business... They need to understand that there is nothing like repeat business. Not from me... That big ole apple is lookin good