Dell Computers / dell's approach to customer service is abominable!
I’m a Mac user and a confirmed one at that. But my “significant other” has always been a PC lover. So a few years ago when her desktop went up, I bought her a Dell Dimension 2200 and she’s been very happy with it.
For the holidays this past year, I bought her another Dell—this time a laptop (Inspiron B130). And after a mere few months, Dell has done what I haven’t been able to do in over 6 years: they made my significant other a Mac person.
Out of the box, the B130 wouldn’t load correctly, flashing an esoteric Windows error message. A call to Dell Customer Support IN NEW DEHLI, INDIA brought this response, “You did not wish to purchase software support so there’s nothing we can do.”
We told them that the computer was “non-functional” on initial startup, but that didn’t make a difference. Dell Customer Service was adamant that no matter what this was a software problem and software problem resolution costs $100 an incident if you didn’t buy the software support.
I intend to take this issue straight up the Dell management line to Michael Dell because it’s obvious that trying to get it resolved through normal customer service avenues is a waste of time.
We also discovered that the internal clock was wrong half the time. Dell sent us a detailed troubleshooting plan since there are several clocks in the computer and you have to figure out which one is haywire. So I guess that Dell’s idea of in-warranty hardware support means that the customer has to do the troubleshooting. We did it and duly reported back to Dell who sent us: 1. The wrong battery and 2. An invoice for the wrong battery. Another hour plus call to NEW DEHLI CUSTOMER SUPPORT resulted in an argument about whether it was or wasn’t the wrong battery. The battery on the main board has two wires and a tiny connector but the battery NEW DEHLI CUSTOMER SUPPORT sent didn’t have the wires/connector. After an hour on the phone, NEW DEHLI CUSTOMER SUPPORT informed us that we were right and that they would send out a replacement battery. Maybe this one will have the two wires and the connector.
Dell’s approach to customer service is abominable! A company that I had no reservations about buying from again managed to alienate me to the point where they won’t see another dime of my money. But, hey at least they did what I couldn’t do: they made my VSO a Mac person.
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