I realize that the people with problems tend to be more vocal than those who have no problems. Even so, if you search the Dell Support forums (http://forums.Us. Dell.com/supportforums) for words like 'bad', 'terrible', 'lousy', etc. You will see that a substantial number of customers experience SIGNIFICANT difficulties with service after the sale.
Anyone can sell hardware. It is the service after the sale that sets a company apart from others. Dell is certainly set apart from others, but not in a good way. As the owner of a computer business between 1993 and I think that I am qualified to judge poor customer service when I experience it.
In any event, I am posting my experience as a warning to prospective customers, and so existing customers suffering similar disappointment may see that they are not alone. You may view my reviews at http://www.epinions.com, or read on below.
Thanks for your ear (s), and I hope that a miracle occurs and nobody ever has this kind of problem again. I think, however, it will TAKE a miracle...
Consumer complaint filed today with the Commonwealth of Pennsylvania Office of Attorney General
Dec 02 '03 (Updated Dec 05 '03)
Author's Product Rating (Scale of 1 to 5, worst to best)
Overall Store Rating: 1
Ease of Ordering: 4
On-Time Delivery: 4
Customer Service: 1
Selection: 3
Synopsis:
Ordering at Dell4me.com: Errors made with information I provided. Below Average.
Hardware: Above Average.
Software and setup: Substandard
Customer Service: Horrifying, atrocious, ghastly, hideous, horrific, dreadful, horrendous, and appalling.
Please read the following for specific details.
Ordering online:
I placed my order on September 29. The process of entering my information and selecting what I wanted seemed to be straight-forward. I waited until the following day to check the status of my order.
Once I logged into the Dell website to verify the status of my order, I noticed that although I had ordered one address for billing, and a different address for shipping, the shipping address was listed in both spots. This was incorrect! I was going to setup my Mother-in-Law's computer that she ordered at the same time, and decided it would be just as easy to have my wife's, my mother-in-law's, and my pc (each ordered separately) shipped to one location.
This was a mistake!
There was no way to correct this on the website, so I called Dell Customer Care. I was transferred to my salesperson that proceeded to change the billing address.
I checked the website an hour later only to find that now the shipping had been delayed by ten days. This meant that my system would not be there when I was at my M-i-L's the following weekend. Again, there was no way to change this online, so I began to e-mail my salesperson. She told me that nothing could be done to change the shipping date, but she would change it to 2 day select shipping to make up for it. I had to hope it shipped before the date shown online.
It did.
It was upsetting that the status was changed, erroneously. I had to wonder if all of this could have been avoided by making a telephone order instead.
My wife had the same problem, but we waited until her PC shipped to call about the wrong billing address. I would suggest that if someone else experiences this problem, that they also wait until their order has shipped to avoid the problems I experienced.
Hardware:
The system is integrated well, and everything was functional when delivered. The components are name brand, and seem to be of above average quality. I have no problems with the hardware.
Software:
Dell installs many "system utilities" which degrade system performance and waste hard disk space. The typical end user will not have the technical expertise to disable all of the unnecessary services, disable or remove all of the Dell Spyware and Dell related Software that deteriorates System performance significantly, and the Shareware that become non-functional after 30 days from the date of first use. Because of this, I highly recommend removing hard drive partitions (erasing all software) and then re-installing the software from the provided CD-ROMs. I do NOT suggest using the Dell "Restore CD" which will reinstall all of the aforementioned software.
Dell provides a System Restore CD which removes the drive partition and re-images the drive with a standard Dell setup / configuration, much as the Symantec software Ghost can do. This reloads all of the Dell Spyware and utilities that slow the computer down.
Dell also includes the Operating System CD, in my case, Windows XP home. You may setup your system from scratch by placing this CD in the CD-ROM drive and restarting your system.
This allows one to setup XP, and you should remove the drive partition (s) before proceeding with setup.
Here is a link to a page from Microsoft detailing the process: http://support. Microsoft.com/default. Aspx? Scid=kb;en-us;315341
View "Method 2" and select "Install Now."
When you complete the installation, be certain to install all Updates and patches by visiting
http://windowsupdate. Microsoft.com
NOTE! This is not for the faint of heart or non-technically inclined! While I find this very simple, I have been working with computers since 1976. You may be better off having a knowledgeable friend perform the installation, or paying a local shop to do so. If you choose to do so yourself, be aware that you may render your computer inoperative if you do not perform this properly. I suggest that if you are in doubt, you seek assistance.
After completing your operating system reinstallation, you will want to install the drivers and programs that came with the computer. Do not install anything you will not be using. You can always choose to install it at a later date. Loading fewer programs will give you more available disk space, and can improve system performance.
There is a driver disk for the Modem drivers. When the Operating System prompts you for the modem drivers, put this CD in the CD-Rom drive to load the drivers.
I do NOT suggest loading the Dell Diagnostics and utilities. Many of these run in your system tray, wasting your CPU cycles and memory.in short, they are bad for the system performance.
WordPerfect came with the PC. I own MS Office XP, so I would choose not to install this software. If you do not own an alternative, you will want to install this.
The Dell Provided Antivirus software, support software, multimedia software, and internet software are all on one CD. I suggest NOT loading this.instead, download this Free, and highly effective Antivirus software from Grisoft: http://www.grisoft.com/us/us_dwnl_free.php
Virus definitions are updated regularly, and it has protected my family for years. I highly recommend this.
RealPlayer was on the CD, but you may download a version that does not send your data to Dell by going to http://www.real.com and downloading the free RealOne player.
MusicMatch software is also included, but if you want that, you may download it by visiting that website at http://www.musicmatch.com/. You may read the details concerning registration before you decide it is right for you.
Other programs that are Try and Buy are also available from their respective web sites, or you can find exactly what you want, either in Freeware, Shareware, or Commercial software.
Microsoft Encarta 2004 and Microsoft Money 2004 were included. If you want to use these, load them. If you do not, don't. Again, you can load them later.
Following these suggestions will provide you with a computer that runs the way it was meant to. It will be faster, and more stable that the way it was shipped to you.
System Setup:
Besides the problems listed under Software, above, all three of our systems had a Thirty Seven Megabyte FAT partition installed in addition to the Windows XP NTFS Partition. Perhaps this is installed to allow for System Hibernation with Power Savings. I recommend deleting this partition and using One (or two, depending on your technical abilities and preferences) partitions formatted with NTFS. I do not recommend the use of System Hibernation. Turning your computer off is more energy effective, and you do not have any problems that might be associated with system Hibernation.
Customer Service:
This is the major Problem with Purchasing from Dell.
It is truly unfortunate that Dell Inc. Has permitted their "Customer Care" to degrade as far as it has. The Dell Customer Care forums reflect the deterioration of their support, and are filled with customer accounts of Dell Staff not responding, delaying resolution, or providing inadequate resolution to customer problems.
In my family, there were problems with two of the three orders we made at the same time.
My wife completed the rebate form for both her computer and her Mom's computer, and mailed them at the same time at the same post office.
System Order #1.) - My Mother-in-law:
My Mother-in Law's order was fine, and she has not needed to contact Dell for assistance. She received her rebate check after a month.
System Order #2.) My Wife:
My Wife ordered the EXACT same thing as my mother in law. The order was fine, but she STILL has not gotten her rebate, and when she checked the Rebate Status page, there is nothing even shown about her rebate. She is attempting to resolve this matter at this time.
System Order #3.) My Order:
1) I ordered a system and upgraded the standard keyboard and mouse to the Dell Wireless Combo for $65.00. The description for this product showed a PS/2 Adapter, which I need to use my KVM (Keyboard / Mouse / Video switch.)
2) When I opened the box, there was no adapter, and no reference to an adapter in the documents.
3) I contacted Dell Technical support who immediately advised me that this unit is not compatible with PS/2 and cannot be adapted. They told me to contact customer care to send it back for a refund.
4) On October 9, I contacted Dell Customer Care to arrange to send back the Wireless Combo for a refund. They agreed to send me a call tag for the unit and promised that they would issue full credit when they received it. I provided the correct shipping address to my home, since the system was sent to my Mother-in-Law's house in a different state.
5) I had to call Dell Customer Care back and request the Standard Keyboard and Mouse that I was entitled to with my system purchase. Customer care had not offered to send it to me, and after explaining the matter, Keeve DTC39418 told me he would have them shipped to me.
6) The Dell Customer Care site showed that Order# 497367046 for "Keyboard, 104,6P, United States, Multi-Media, NMB" shipped on October 10, but to the wrong address. When I contacted Dell Customer care, they said they could not change the address since it was already shipped.
7) On October 12, I got a call from my mother-in -Law telling me she had refused delivery of a Fed-Ex Package from Dell addressed to me.
8) Immediately following this, I communicated with Pierre (Dell Customer Care Chat) who told me he had corrected the shipping address and would send the standard PS/2 Keyboard and Mouse to me at the newly corrected address. He told me that because of all the problems I had been experiencing, I did not have to return the wireless combo, but that I would receive credit for it. Ho told me that he had issued a credit for $55.28 "which is what I had paid for it." I explained that I had paid $65, and that the amount he referred to was the "October Special" price, but he disagreed.
9) I contacted Dell for a month, no less than 20 times via e-mail, online chat, and Telephone, attempting to have the shipping address corrected and get the Keyboard and mouse sent to me at the correct address and to issue me the remaining $9.62 credit for the Wireless combo.
10) On October 11, order# 530622076 showed as having shipped. To this day, it remains "In Transit."
11) On October 12, I received credit for $55.27 for the $65 wireless combo purchased with the PC ordered in September.
12) I continued to contact Dell Customer Care via e-mail, Customer Care Chat, and telephone on nearly a daily basis. (I have saved all inbound and outbound e-mails and chats.) Dell repeatedly apologized for the problems I experience, but nobody seemed to be able to resolve the matter.
13) In early November, Raymond DTC28723 promised me that he would ship the standard Keyboard and Mouse to my home address. He requested, and I provided the correct shipping information. No shipment ever appeared, and no shipment ever occurred.
14) On November 21, Raymond DTC28723 promised me that he would ship the standard Keyboard and Mouse to my home address. He requested, and I provided the correct shipping information.
15) On November 21, I found Order# 542456257 was entered, showing the "ship date" as December 2. It was, unfortunately, not for "Keyboard, 104,6P, United States, Multi-Media, NMB" (standard PS/2 Keyboard and Mouse) but rather, for another Dell Wireless Combo. I e-mailed Raymond DTC28723 several times, but did not get a reply.
16) On November 22, the Shipping status of Order# 542456257 changed to "Processing, where it has remained to this day.
17) On December 2, the "Ship Date" of order 542456257 changed to a blank. When I contacted Dell Customer Care, Raymond DTC28723 replied stating that Dell Financial Services had to approve this as a free shipment.
18) On December 2, I posted over 15 separate contact names and addresses that I had been dealing with upon the Dell Customer Care Forum as the "Dell Wall of Shame" and filed a Consumer Complaint with
The Commonwealth of Pennsylvania
Office of Attorney General Mike Fischer
Harrisburg, PA 17120
Here is the list of contacts that were unable to resolve this simple matter after many dozens of contacts:
1. Debbie ([email protected])
2. Josie_ (last name witheld to conform to Dell Forum Standards)@dell.com (Salesperson I dealt with)
3. Dell Inc. E-Business Sales Division [email protected])
4. Jersey DTF229365
5. Raymond DTC~28723 (repeatedly, and who made at least 2 promises to ship items he never did)
6. Sydney DTC39425
7. Arnold ~DTC47364
8. Carla_ (last name witheld to conform to Dell Forum Standards) AGENT_ID 2819 (who may be the same person as number 9)
9. Carla DTC69143
10. Dominic DTC66961
11. Sandy ~DTC65916
12. Ronald ~DTC29559
13. Keeve ~DTC39418
14. Pierre (Dell Customer Care Chat)
15. Robin (Dell Customer Care Chat)
16. [email protected]
17. [email protected]
19) After filing the complaint and notifying Customer Care and Dell Inc. E-Business Sales Division, I received an e-mail from each apologizing again, and promising prompt resolution. This is simply more of the same, and I am certain that only after judgment has been made against Dell that the matter will be resolved.
It is quite frustrating to have to deal with so many individuals who are unable to resolve such a trivial matter. I have requested, repeatedly, that the matter be escalated to a supervisor, but this has never happened.
In light of my experience, and the similar experiences of many others, I strongly urge any prospective Dell customers to make their purchases from a different company.
Recommended
No
What product did you purchase or try to purchase? Dimension 4600 Series, Intel Pentium 4 Processor at 2.4GHz
Overall rating: Very Helpful
Rated by: 7 members
Peter
Harrisburg, Pennsylvania
U.S.A.
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