Dell are utterly useless

I ordered my M1530 from Dell UK on the 5th Jan. It was scheduled to arrive no later than 24th Jan, but actually turned up on the 16th, great.
Except the machine is dead, doesn't even turn on.
I phone Dell and after 28 minutes on hold I finally get to speak to someone who says they have to order a replacement.

It takes 4 or 5 days for me to actually get hold of the new order number so I can track it, when I do its scheduled for 6th Feb delivery. It had already taken 3 emails to find this out, meanwhile the guy I originally spoke to when reporting the dead machine offered to pick it up from any address I liked, this was handy as I was shortly due to be out of the country, so I gave him an alternate address, he also offered to deliver the new laptop to this address.
I had to keep sending Dell emails to find out what the order number was for the new laptop, so I re-iterated that the new machine should be delivered to the alternate address, in case I was away, Dell write back and say this isn't possible because its not the billing address, remember this is AFTER they had offered to do exactly this! They finally relented on this point after several emails, they also assured me that the Senior management team were making every effort to have the replacement machine built as soon as possible.

I arrived back in the country on 31st Jan to find the new laptop still hadn't arrived, it had now taken over 2 weeks longer than the original one took to be delivered, but its still in pre-production. I sent them an email enquiring as to its status, to which I got no reply. I check the status of the order again today to find the delivery date has been pushed back to 21st February! I've had no phone call or email to advise me of this! Meanwhile they've billed my credit card for a product they have yet to supply! And they haven't picked up the dead machine!

Its nearly a month since I ordered, Im not likely to see a product for another 3 weeks (or more) and yet Im £850 ($1700) out of pocket. Needless to say Im cancelling the order and going elsewhere.

They don't give a damm about their customers and care even less when things go wrong. I'm appalled at their shockingly bad service and would advise anyone who is thinking of buying dell to STEER WELL CLEAR.

 

So, because you have a bad experience that automatically means that we all will? Good to know because I have had only FANTASTIC experiences with Dell.

 

Dell *is* utterly useless. Get it right.

 

Ah ha that is where you are wrong lithus or should I say partially right, he could have meant dell s are utterly useless.

 

çok doru

 

Dell is a singular noun (actually, Michael Dell's last name). If you use "Dells", you better be talking about Michael Dell's family (aka, those Dells sure cook up a good thanksgiving ham). If you want to refer to multiple products of Dell Inc., then you pluralize the product (such as Dell laptops are completely useless). However, Dell will still stay singular.

Wow, I've taken that too far.

Anyways, almost all large companies these days have pretty crappy service. Everyone strives for best prices instead.

 

You can't ever be sure emails have been received by the intended party; it's always best to call someone if it's about something important.

 

I've read articles where company names such as Dell are pluralized...often referred to as "they."

 

Really. It's fine. It was a joke. Laugh. Ha ha.

 

The Dell non-business support & service is abysmal.

 

But seriously, I have a small idea of where you're coming from. Dell has become infamous for their terrible CS experience. At the end of the year conference where reporters were allowed to ask questions, Michael Dell himself winced when asked two questions:

1. What about the customer complaints with Vista? (I thought Gates or Ballmer would be the ones to think of this as a stickler).

2. What about that bad customer service rating?


A lot of us jump on Dell deals even after hearing about these terrible experiences. The reason is either that we're willing to take major risks for bargains on high performance notebooks, or we're just so jaded by the reality that corporations these days just don't care about satisfying their customers past the bare minimum point and in most cases just aren't willing to put funding into hiring more better-trained reps and setting up a few more centers around the country.

 

Well, this is the simplified version:

The question posed to consumers, for almost all products is, "What do you prefer?"

1. Good prices.
2. Good service.

And consumers overwhelmingly pick the #1. Maybe it's because we're cheap, or maybe it's because price is immediate, while service is spread out and harder to notice. Thus companies cater to #1 and skimp in #2. They strive as hard as they can to achieve both, but they're not magic.

 

Well, I've had nothing but good experiences, even to the point of a technician coming personally to my house and completely dis-assembling and re-assembling my machine.

 

In the UK they refer to companies as a collection of people rather than a single entity, so what he's written is just as correct. The more you know!