This is the email I sent to Dell, Inc.:
In May I purchased the subject computer, which was up an running the first week of June. It crashed July 2. Since that time, I have spent innumerable hours on the telephone to persons whose communications skills were so poor I barely understood them, often only every other word. I was usually transferred several times and particularly incensed by telephone prompts to contact Dell by e-mail.
When I telephoned for assistance on July 3, I was told I had to have a service contract. I was coerced into adding said contract (799752062) to my account. Three attempts to repair the original system—technician visits on July 8, July 10, and July 16—were unsuccessful. I am astonished by the poor quality and the obvious lack of quality control that allowed a product so inferior to be sold. My lack of a computer has inconvenienced numerous persons who, too, are shocked by the incompetence of Dell. As a retiree on a fixed income, I am unable to purchase a laptop to back up this system.
Yesterday, the replacement system was left at my front door, and I tripped over it when I retrieved my newspaper this morning. Needless to say, I am afraid that its operation will be short-lived. Your salesperson Zoe encouraged me to call if I had any problems. I called her several times to no avail. Is my experience what passes for service with your organization? If so, Dell must have stock in anxiety-lowering pharmaceuticals.
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