Dell

My background is I've been using computers for over 25 years, have a degree in computer science, so I am highly proficient.

I purchased a Dell XPS L702x in July 2011, and have had many issues with the machine since this time.

Today (13 April 2012) I spoke with the following in Dell Technical support, between the times of 1700 GMT and 1930, for the purpose of supporting a Dell XPS L702x following an accolade of issues.

Nirmal - Employee ID Code 39610

Susan (his manager) - Employee ID Code 64649

Nirmal stated during this phone call that installing a hard drive in the machine that was not supplied by Dell would void the systems warranty. I asked him for his name and email address, and he refused to give these to me. He said he could only give me the customer services email address and could never give his email address. When I told him it was common for tech support to provide email addresses, he still refused. I then asked to speak to his manager.

Susan (his manager) also stated that installing a non-dell supplied hard drive would void the systems warranty. She also refused to give me her name or email address, proposing only to give me her employee ID. Both of the above IDs are as cited by Susan. I have no way of verifying these employee IDs.

When I explained that in previous dealings with technical support, they would often give me their names, email addresses (as happened earlier today) and had previously stated it was ok to install third party supplied hard drives, and that I would complain about their statements, Susan attempted to change what she and her colleague had previously stated.

I hope someone in Dell sees this post and audits the level of BS used by technicians to fob off customers. I hope that Michael Dell himself reads this.

I think BS is a very unethical tactic, considering how many older people are not computer proficient and lack the awareness to recognise BS. If I hadn't been using computers all my life, I may have fallen for their BS.

As far as I can tell, Dell have designed their business model to utilise low quality control and an technical support that makes the burden of resolution of issues incredibly time expensive for customers, so often they give up.

For example:

When there is a hardware issue, they will quickly suggest re-installing windows to test if windows is the issue. Re-installing windows carries a significant overhead, as setting up a system with lots of software, installing everything, could easily take 8 - 10 hours. This is a lot of customer time to test a hardware issue.

In my case, when I purchased a new machine that crashed erratically and had high latency issues, after several hours on the phone, they concluded that my machine was shipped with a "faulty installation of windows". Their suggested remedy was to re-install windows.

My C drive failed after approx 8 months, such that my computer was 1/2 rebuilt yesterday, and on a new harddrive, windows was re-installed (on a new harddrive) by a dell technician yesterday.

Not all the drivers were installed correctly and SD card didn't work. Today, they insisted I had to re-install windows again "to eliminate the possibility of windows being the issue".

This wastes / costs an incredible amount of time. I hope consumer laws are changed to deal with Dells strategy in this case. Their PCs should be tested thoroughly so they work properly for basic advertised functions. They shouldn't be shipped with faulty operating systems (eg latency issues = mp3s won't play smoothly), and they shouldn't break after several months. Dell technical support shouldn't use BS in an attempt to fob off customers. Their remedies shouldn't be constructed to be so "time expensive" for consumers that reasonable people simply give up. But claims made by their tech support team that installing a non Dell Hard Drive voids the warranty are just blatant lies. This approach is just plain unethical.

This week, a faulty Dell computer, with a BS ridden service process (despite paying for next day onsite care) has cost me most of my time, all due to low quality control from Dell. My guess is there are lots of people right now who are less persistent than me, who have all kinds of issues they are not responsible for (that Dell are responsible for), that prevent them from using their computers for work and play and communication. This is incredibly uncool.

 

There is no doubt that Support calls (to any company) can be a nightmare.

Persistance is the key.

if available try online Chat

There are Dell reps in this forum, they will try to help.

of course it is total BS about the drive voiding the warranty. Just any drive u install would not be covered.

It is always a good ideal tho to keep any parts you upgrade, but even with hard drives, when I had to send my laptop in, I have always kept my drive, as i want the data on it in my possesion.

you can also escalte this issue by requesting it.

Last you can email Michael Dell I don't have the link, but is has been posted in these forums many times, a search should find it.

 

[email protected]

 

I doubt Michael Dell will ever hear about this incident... thats just the way it is.

 

Emails to Michael are handled by a team of customer service reps who has more authority for concessions.

 

Exactly. They've solved several problems in the past on my PCs...

 

Hi Turbot, I'm very for the poor service you've had with us. I will be able to escalate this issue immediately if you can send me your contact information so that our team can contact you.

-Mourin@Dell