December 31
Michael Dell
c/o Dell, Inc.
One Dell Way
Round Rock, Texas, 78682
Dear Mr. Dell:
I'm certain that you must get more than your fair share of letters regarding the products bearing your name, both pro and con. Unfortunately, this one is a con. If I were on your position, I'd want to know why. I'll try not to make this letter into a soliloquy.
In March of this year, I ordered a new Dell desktop for my wife's office. She needs more functions that I do, so I wanted to see the capacity of her new machine, and then order a computer for my office (both offices are in our home). She spent time on the phone with your personnel, making certain that her new machine would have plenty of capacity to meet all of her needs. Your expert told her that the tower she ultimately ordered (for $2,106.14) had plenty, and would never crash due to an overload.
Although my wife had taken an intense 5-month course at Chubb Institute several years ago (and passed with honors), we hired an expert to install the computer. This gentleman is in charge of the computer network for a large company in New Jersey, and his talents are far beyond anything that should have been necessary.
From day one there were problems with the machine. On the day installation was attempted, our expert ended up on the phone with your technical staff due to myriad problems he experienced. Subsequently, over the intervening months, Jeannie spent many hours on hold, and many more hours with your techs trying to get this computer to function correctly. The problems included:
1. No sound, even though we were assured that the Dell speakers from the previous machine would work.
2. Constant freezing, no matter what program was being used.
3. Crashing (intermittently) often a resultant blank screen when trying to access a program or web site.
4. Trouble booting the computer.
5. An erratic mouse.
6. Trouble using Leap or any other FTP program.
After uncounted phone calls to Dell representatives over many months (including one where mw wife gave remote control of the computer to your experts, and they then pronounced it a dud), we finally were offered a replacement, and the specs of the faulty machine were ostensibly applied to a new one. However, when the replacement came, it lacked the internal zip drive ordered (and received) in the first one. When we called your customer service, we were told that they'd give us an external zip drive, but it would not be covered by the warrantee.
We were astounded by that notion, and although it may seem picayune, we refused to accept such a resolution. Ultimately we were told that a correct replacement with the same specs as the original - would be sent. It never arrived.
More calls ensued, and we were told that you no longer made computer towers with internal zips, even though a blank space in the incorrect replacement showed that the structure could have held one. On October 25th, a rep named Balram (almost certainly in India) promised a resolution, and gave us confirmation number 080791975. He claimed that he could override the fact that internal zips were no longer available, and have a correct replacement sent to us. Alas, although we were given an approximate delivery time, it didn't happen.
This was probably the second or third time that such a promise was made. Sadly, although we finally began to record dates and the names of people we spoke with, we didn't do it from the outset.
In the meantime, other departments within Dell were calling, demanding that the original (faulty) machine be returned. We kept telling them that we needed to transfer stored information to a new machine, when a proper replacement came. We were aware that the zipless replacement would also have to be returned (we had call tags for both), but with promises for a correct replacement not being met, we were reluctant to send it back without the proper one in hand.
Some weeks back, we again ended up somewhere with your customer service (obviously Stateside this time, rather than India), talking with a woman who identified herself as Sandra (800-624-9896, ext. 56252). She was, in our opinion, the most unresponsive customer service representative we had ever talked with, anywhere, at any time, in any business.
Getting to the point, with both of us on the phone with Sandra, we finally asked for a refund to the credit card I used for the initial purchase. This she promised to do.in fact, she sounded glad to get rid of us! In response, I promised to repack and send the incorrect piece back early in the following week, return the faulty piece once we had retrieved stored information and placed it on a computer we would purchase from another manufacturer. Sandra specifically said she trusted us to do just that! I hope that call was recorded!!!
Sandra's promise was not kept! I quickly began checking with the credit card company to determine if a refund had been made, but it was not forthcoming. With many broken promises and/or commitments from your company, and in fear of ending up with nothing, I have not yet returned either the incorrect replacement or the faulty tower (we still have both).
Then I received a phone call that proved to be the ultimate insult, although from a much nicer, more patient representative. He told me his name was Randy, and gave the same phone number as Sandra, but with extension 56255. The affront was that Randy told me that any refund would be for 60% of the original purchase price!
If we had not hired the expert earlier this year, and if we had not been constantly on the phone with your support staff, we might understand that line of reasoning. But such was not the case.
So here we sit, Mr. Dell, with two of your machines.in the meantime, we've purchased an HP for both offices. The machines were installed by a company affiliated with Best Buy, and I must tell you that having in home installation and a contract for future in home service is reassuring after the fiasco with your company.
It is your name associate with your computers, Mr. Dell - not mine. Other people I've spoken with have told me that Dell's reputation (as being second to Apple in terms of customer service) is no longer deserved. Certainly two former clients my wife and I are no longer fans of Dell products or the company.
Sincerely,
Dave
Bloomingburg, New York
U.S.A.
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