Complaint Review: Dell Computers - Internet

Due to the advice of a friend, he encouraged me to purchase a Dell computer instead of an eMachine. Used dell & new emachine were priced the same so I took the dell... DUDE!!

Ordered the system (used), monitor (used) and 2 year ON-SITE support plan and product was delivered in a timely manner. After getting the system hooked up, I noticed spots on the monitor. Got out the windex and cleaned it. They were still there. Turns out they were on the INSIDE of the glass!

My first call to customer service was a nightmare! They still had the computer tagged to the previous owner!! So I had to jump through hoops and get the information updated in TWO places - one for the computer other for the monitor. They agreed to send me a different monitor and tag to ship the old one back.

Got the second monitor and it had a similar fading spot in a different corner!! Guess that expains why these monitors were returned in the first place!!

Then the PC problems. 256MB memory 2.4Ghz system. Had 5 applications open and it would not switch between them. Task bar icons just blinked. So I figured it was a memory problem and called the support center (a couple times). First question he asked was have I installed any hardware or software. (NO, I bought the computer and it came with everything I would every need to run my business!!) They had me boot from the dell diagnostics cd.

I ran the tests and it came back with a message that the cd would only work on a dell computer and this was not a dell!! Thus the operator accused me of calling in support for another PC! (this after he had me do so many funky keystrokes getting into the bios and resetting stuff and everything I did matched what he told me.) Nothing worked. He then tried to get me to download a possible patch, but I needed 5 floppy discs! (the pc has a cdrw but this was not an option). Couldn't do it since I didn't have 5 disc laying around. So I call a few days later after I discovered that instead of copying MY DOCUMENTS from my old PC, I copied DOCUMENTS & SETTINGS from the old PC.

I figure that now my dell thinks it's an HP so I try to get dell support to help me to restore my system to the way it was when they sent it to me. after TWO HOURS on the phone with them, they were still trying to figure out if I could actually READ THE DIAGNOSTICS CD??!!! Then they said they were going to send me a new one! I requested they send a tech since I had the ON-SITE support. They refused because it has not been determined that parts are needed. I then asked to send me a return label so I could send their computer back. That was on 11/4/2. As of 11/22/2, I STILL don't have it!

Of course by now, my dell financed account is coming due. I get the first bill and call them to tell them I was sending it back. They could not help me, had to transfer me to customer service for the PC not the finance part. Got customer service (after being bounced around phone hell), and told him what happened and he asked me if I wanted them to send another tag out!! I asked DO YOU WANT YOUR PC BACK??

I then tried to use the dellfinancial website to e-mail them about this issue, and I used their form which has a limit to the number of characters you can use, but it doesn't tell you that until AFTER you have typed your complaint in!

I told them they needed to contact me about it and 3 days have gone by and NO REPLY AT ALL.

So DUDE, next time you think about buying a Dell, remember what it rhymes with - HELL - because that is what their support staff is all about. I expected more by buying a Dell instead of an eMachine. Next time, perhaps I will go with the eMachine - that way I KNOW what I will be getting!!

Joseph

Omaha, Nebraska