In October of I purchased a new Dell Inspiron 4100 from the Dell online store. When the computer arrived, I noticed the chintzy little latch hook which holds the computer together was not properly engaging. I attempted to contact Dell but encountered endless hold times. Since the problem was (seemingly) a minor one, I then let it go.
Well, a few days ago I went to open the lid on the computer and was greeted with a loud SNAP. The hinge on the right-hand side of the unit had apparently seized and as a result the die-cast pot metal it is made of broke completely in 2.in all my years of working with computers I have never known this to happen with any brand of computer. The plastic bushing is distended and deformed - this apparently from heat from the cpu, as the hinge is literally part of the chassis of the system and connects directly to the CPU heat sink.
Unfortunately, my "service contract" expired on October 27th, but due to the nature of this defect, I thought that Dell would at least be somewhat sympathetic.instead, I spent hours being told to call someone else. When I finally reached a tech who had a clue, I was told the part would cost 650 dollars!
I gave the tech an invoice number for over 30,000 dollars of Dell purchases which I had recommended to my employer - telling him that my boss was appalled at the poor quality and service that I had received. This had absolutely zero effect. The upshot of all this is that no-one at Dell ever asked what they could do to restore my faith in a company that I once heartily recommended.
The bottom line is Dell's complete lack of care for their customers has resulted in a decision by my boss to seek his desktop and server purchases from other vendors - this loss of business for Dell will easily exceed the 50,000 mark. Also as a consultant I can no longer recommend Dell to any of my clients, including the City of Louisville who have already made large purchases from Dell corp.
I sincerely hope enough consumers become educated regarding the utter lack of respect Dell has - even for customers that have brought them thousands of dollars in business.
0 comments