The good & bad of Dell...
Jan 01 '02
The Bottom Line Dell Computer is a very reliable machine. I would recommend a Dell. But would warn anyone ordering not to believe their customer service & tech support is very good.
I currently have a Dell Dimension XPS 500, Pentium III. Have owned it for almost 3 years. Its been a solid and reliable computer. I have been very happy with it. Although my Mother bought a Dell Dimension XPS 450. Now she has had nothing but problems! Blue screens of death, error messages, and you name it. The tech support hasn't been much help at all to her either. Their tech people always tell you to just reformat the computer. That's their answer for everything which isn't right since we both paid for the extended 3 year service.
But now in Dec. of 2001 I ordered a NEW Dell Pentium 4, 2GHz, 512 megs of RAM, 80 gig hard drive, 21 inch moniter, CD-RW, DVD, best sound card, etc. Dells sales rep was nice while I was ordering. But when I called back *not* even a hour later to make a few changes...he wasn't as happy. You could tell he was just tolerating me which I did NOT appreciate. In fact, I was upgrading my ram which only added to the price of the computer. What he was obviously mad about is he TALKED me into using Dells Credit when I did NOT want too. I even told him I would call back in a hour when I figured out which of my OWN credit cards I wanted to use for it. When I called him back and told him to switch it to my card, he tried really hard again to have me stay with Dells credit. (He must get a bonus for having customers sign up?) I refused and stuck to my guns and said NO..I want to use MY credit card. His whole attitude was different from when I first called to order. (It was almost unpleasant to say the least) You could tell he was NOT happy that I wanted to use my OWN card and NOT Dells.
Its now been 14 days and when I check my online order status...I see they haven't even put my order on the floor to process. (I called my Credit card company and they said Dell put my card thru the same night I ordered and got authorization for the amount needed) However I have called Dell for 12 days out of the 14 to TRY to get to the bottom of WHY my system is not even being built yet...let alone the order even process to the floor. (My current computer I am using from Dell was ordered one day, and shipped the very next day!!) So what is the problem this time around? (Other then I feel as though its payback because I did not use THEIR Dell credit and went with MY credit card) The Dell I currently own was built and shipped to me in 11 days. Which I was impressed with. But THIS time around, its not been a good experience at all for me. 14 days and its not even on the floor!!
I have called so many people at Dell...they all give me a different answer/excuse as to why its just sitting there doing nothing. I have been told a good 15 different stories. No one knows whats going on with my computer. I have sent emails to my sales rep. which is full of excuses. I have been ignored and treated so poorly you would not believe it. This is how Dell customer service treats people that buy their system and spend almost $3,000. Just unreal!!! I was told by several customer service people that a supervisor WOULD call me back or they would be reprimanded if they did not. Did anyone call me...NO! Do they care about their customers...I think NOT!! I have never been so unhappy and disappointed with anyone company in a LONG time. All I want is a SIMPLE answer of why my credit card was authorized and yet my computer hasn't even been processed to their floor to be built in 14 days. No calls backs from them, no answers when I call, no apologies, nothing. One customer service guy went so far as to leave me on hold for over 40 minutes. He said he was going to find out what the problem was and NEVER came back. I finally hung up and had to go thru the whole process of calling and waiting to get through again to another customer service person. I have learned now, I am getting ALL their names and IDs now so I can write someone that's higher up to voice my complaints about being treated so poorly.
So much for Dells award winning customer service. They couldn't treat you any worse if you wanted them too. And their tech support isn't any good either. I use to tell everyone to buy a Dell...but after the way I have been treated, and ignored I will no longer tell people to buy a Dell. However if you choose to buy from Dell, I still think their system is good. I just think they need a overhaul on their sales reps., tech people, and customer service. Its funny how FAST you can get through to Dell if you want to ORDER a system. And how nice they are WHILE you are ordering...but once your done with your order...you on your own...because they could careless about you after that.
I *wasn't* treated this badly 3 years ago when I ordered my Mother's Dell or mine. But Dell has went down hill since then. Obviously they think they are the number one computer seller and don't need to treat their customers right...they assume people will order anyway. I think as of tomorrow I may just cancel and go with Micron or Gateway. Its a shame the higher ups at Dell don't pay attention to how bad their customer service, sales people and tech support is. It use to be great...but that's no longer the case.
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Epinions.com ID:
janca
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Reviews written: 1
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