Bogleheads

[Offshore]

Okay, I need some (free) therapy and talking to friends has to help.

Years ago I swore off Dell computers after spending countless hours on hold and speaking with tech. support at Dell. Average wait times often exceeded 1 hour just to reach a representative. Once I exhausted the battery on my home cordless phone (only time this has ever happened) and the call was disconnected. Talk about wanting to pull my hair out, that was a bad day.

Eventually, Dell agreed I had a "lemon" computer and replaced it with another machine, free of charge. The replacement has worked well for about 4 years. I gave this computer to my son just last week after I bought an iMac.

I was also in the market for a laptop and I had specific requirements to do the things I have planned. I liked the ability to have Dell build a machine to my specs and not pay for things I didn't need.

Silly me. How quickly I forgot the Dell issues that caused me so much frustration. Well, last week my Dell Studio 15 with windows 7 arrived. I've enjoyed it for less than a week before "issues" began. When I start up the screen shows an error message. I can choose to ignore it and move on, which I do.

Today, I phoned tech. support to help me resolve the issue. I waited for 1.5 hours waiting to speak to someone. At this time I had other commitments and had to hang up. I never reached anyone. I'll try again Monday. The problem is probably a minor one, but I'll need tech. support to know for sure.

I tolf my wife she needs to smack me if I ever talk about another Dell computer.

Wow! I actually feel better! I knew getting this off my chest would help. Oh, by the way, the iMac is seemingly a fabulous machine. It too is only a week old but is fun to operate and hopefully reliable. We shall see.

Do you have an extreme computer experience you wish to share? I'd like to hear about it.

[Gekko]

hmmmmnn. you had a Dell, they replaced it, and it lasted 4 years and is still running strong. you weren't satisfied with their customer service in the past, yet despite many other customized alternatives as well as a seemingly "fabulous" iMac experience, you still bought another Dell.

i have had nothing but Dells for the last 10+ years and have never had a problem with their products or service.

since you just received your Dell last week, i suggest that you consider utilizing their return policy and then go buy another brand that meets your requirements. it will be more productive than bitching about it here.

http://www.dell.com/content/to....ection=018

[chaz]

The Windows Media Center doesn't recognize the tv tuner on my Sony Vaio desktop. How to fix this?
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Chaz

http://www.bogleheads.org/wiki/index.php/Main_Page

[LynnC]

Is it a Dell or a Windows issue? My Dell is working fine now that I've removed Windows Vista.

LynnC

[Offshore]

C'mon Gekko, lighten up.

"Bitching" about it here is a bit extreme for what I posted. Besides, isn't the lounge the place to communicate our experiences, adventures and the like?

By the way, if you read your link you would see I am not eligible to return the item.

I understand not all Dell computers are problematic. After all they do hold quite a sizeable market share, not solely by good fortune.

[dkdoy]

I to had a Dell problem, I will not buy from them ever again. No problems with products just the lack of customer service. No one can fix the problem directly but will transfer you to someone that can, after a few hrs of this I finally had enough. My problem was being overcharged on a extended warranty. Mult phone reps could see and admit it was not correct but did have the authority to credit account. My options were to cont. to go in circles, dispute the entire charge, or eat the 70.00. I chose to eat it and never buy again from Dell. After the fact looking on the internet I found this one fairly common for Dell with some problems.

[tomd37]

I too had a serious problem with a new Dell computer. I did two things to help resolve the issue.

First, I challenged the $1400 charge on my American Express Blue Cash credit card. That delayed payment while I took the second action.

Second, I wrote a personal letter to Michael Dell at their headquarters in Round Rock, Texas. That got a very fast response from one of his assistants.

The problem was resolved but probably not the direct result of my letter to Mr. Dell. I think ultimately it was a Microsoft program problem with the Office suite that I purchased as part of my Dell purchase. My guess is that I reported the problem so much through the MS system that MS realized they indeed had a problem and put a patch to fix it. Have not had any issues since that time.

All that being said, I will probably not go back to Dell in the future and will either go with a Apple MAC or with a HP product if I want the same type PC.
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Tom D.

[JordanIB]

Am I the only one who chuckled at the irony of the OP's name whiler ranting about Dell customer service?

[livesoft]

Maybe they should teach "fixing computer problems" in school? I don't know why schools don't teach you what you really need to know nowadays. Or maybe we should learn these skills from our parents?

[LadyGeek]

I build my own. Had a hard drive that started a slow death spiral. Immediately did a full backup while it was still conscious. Ordered a replacement from newegg.com and swapped it out a few days later. Done.

I assume that you haven't gotten around to backing up your data before that Dell dies unexpectedly...
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Some say the glass half-full. Others say the glass is half-empty. To an engineer, it’s twice as big as it needs to be. Link to Wiki

[366Abbott]

[kenschmidt]

I guess I have just been lucky with computers - and may be risking invoking some sort of misfortune by saying it I suppose.

I had a Zeos 386SX/16Mhz running Windows 3.1 purchased in 1991 that just recently died long after it's useful life.

I have a HP Pentium 1/233Mhz running Windows 95 (now 98 ) that still runs fine but is obsolete.

I have a Dell 4600C Pentium 4/2.66Ghz running Windows XP purchased in 2004 that is still going strong.

I have a HP Omnibook Laptop Pentium 3/800Mhz running Windows 2000 I bought used from my neighbor for $15 that has a loose connection to the LCD but still works fine if you jiggle it a little. It's not used much anymore however.

I have a Asus Laptop Pentium 3/700Mhz running Windows XP that I bought on eBay still used by my son to tinker with. Still runs ok.

I have an HP Compaq NC8000 Laptop Centrino/1.7Ghz running XP that I just bought from work for $40 as it rolled off of service and was replaced. Works great for email and Bogleheads - in fact I am using it now.

So, that's 6 computers with never a technical issue beyond either obsolescence or just plain worn out.

Pretty amazing, really.

Ken

[Ron]

[Offshore]

To those who are having a laugh with my posting name as it relates to my issue...very observant! I had a chuckle after you pointed this out.

Fact is....I live in the US, on a street named "Offshore". As Paul Harvey would say, "now you know the rest of the story".

[Ron]

[Alex Frakt]

Is the Studio 15 really not eligible for return? I think it's more likely that they haven't updated the return policy than they are attempting to sell non-returnable laptops. Have you asked?

BTW, the answer to Dell's support problems is to only buy off of their small business and corporate lines - Vostro and Latitude if you are looking at notebooks.

[flowerbuyer]

I like their computers (had them at home and business for ten years) but I do agree with the customer service issues with Dell. I paid $$$ for four years of in-home next day service and complete care for my Dell Inspiron E1705, and had to wait more than a week for someone to come out and replace the motherboard for my 3-month-old computer. And when the DVD stopped working after two years, they told me I had to open up the computer, remove it, and put it back in before they would consider sending someone out to look at it. I am not mechanical in any way, shape, or form. I did not even have the right "widget" needed to open it up.
I was so frustrated, I took it to Best Buy and paid to have them fix it.

Dell makes a good product, but their coustomer service.......isn't!

[CountryBoy]

Sometimes if one is having problems, it is nice to know you are not alone; i.e., a pain shared is a pain halved.

In that spirit I offer up the experience of myself and others like the NYS AG with Dell

http://www.nyagdell.com/

http://online.wsj.com/article/....23099.html

[tribble]

I have a 6-year old Dell that's still going strong. A couple years ago my video card died and I used Dell's online chat (computer was still under warranty). I got immediate response and after 10 minute conversation the support person said that they would overnight me a replacement. I had new video card the next day.

I would try the online support chat instead of phone calls just to see if your wait time is better.

[Petrocelli]

[fishnskiguy]

This thread makes me really glad I drive an HP. I had some technical issues shortly after I bought it last year. I got a real human being on the phone within five minutes. Both times it was a fellow in India, but they resolved the problems quickly. Sure is amazing to watch a guy half way around the world moving the cursor on my computer drilling waaay down into the bowels of the operating system to find and fix a software glitch.

Chris
_________________
Trident D-5 SLBM- "When you care enough to send the very best."

[CountryBoy]

I believe it is easy to see companies like people as either good or bad, when in fact there is probably a mixture of both in companies and people.

For example, since Dell in fact has a long history of excellent machines and since these two examples of

[TJAJ9]

I'm typing this right now on a Dell computer that I've had for over 9 years. Everything on the machine is original except for some upgraded RAM and a new video card I just put in because the original burned out.

I can't complain at all.

[GeekedOut]

When I was stationed in Japan, I ordered a desktop through the military branch of Dell, because they wouldn't allow me to order from the regular US branch.

This ended up costing me more, as I was ineligible for US discounts, with a shorter warranty. The machine showed up a few weeks later, and did not start. I did some investigating, and had a corrupt kernel. How the hell did a machine get through QA with a corrupt kernel?

As this was back when you actually got a for real physical disk to reinstall from, that's what I did. Guess what? Another corrupt kernel. Now comes the fun part, I had to pay $80 to ship the computer back myself from Japan to the US, and they sent me another computer about a month and a half later.

This replacement started up, however within 36 months I had burnt two motherboards and a videocard, all replaced at my own cost. I will never purchase another item from Dell.

[mbres60]

I am glad to hear that there are people who actually have no problems with their Dell computers. I have had two and both had issues. My first computer was during the days when I had dial up and only one line. I would sit on hold for 30-45 minutes and when I got someone I had to hang up and do what they told me to do and then redial to them (I don't remember the issues but the internet was involved and I could not go there with them while I was on the phone). I had to do this a lot of times. That was during the days when their tech support was US based. We spent soooo many hours and too much stress. We wrote a long letter to Michael Dell detailing the h**l we went through. Our mistake was not to send it certified with return receipt because we never heard from them. Ultimately the issue was fixed.

7 years later I need a new machine and again order a Dell. Two minor (or so I thought) problems. This time the wait time was not too long but they are now in India. One of the issues got resolved after probably 20 or more hours of help on duplicate calls (every time I would go to turn off the computer it would restart. It would only turn off after one restart occurred). Finally I got a rep who took me into the bowels of the computer and solved the issue. My other issue ultimately got resolved after about 20 more hours. At one point they sent out a tech who said I needed to uninstall windows. He was willing to do it but Dell would not pay him. I had to do it with Dell on the phone for a few hours. Since then if I go to Coral photo I get pop ups telling me to insert a disk, then an error message, and something else. If I click the little x in the corner to close it I get the next error message. I have to keep clicking and go through the cycle about 8-10 times and then it stops. then it says the same pop ups for Roxie. No one could figure out the problem although one rep said I did not have Coral. (so why did it come on my computer and why did I not have an issue till I reinstalled windows?). I finally gave up because no one could help and I don't use these very often.

It is sad when a company thinks it is acceptable for their customers to just "give up".

[magellan]

[haystd]

[flowerbuyer]

That's how I've always bought our Dell Computers, off the small business lines....didn't seem to make any difference in the customer service, in my case. Unless, of course, it could have been even worse if we hadn't!

[baldeagle]

Nothing but good experience with Dell. I own 3 desk tops and 2 laptops currently with OSes including Windows 2000, XP, Win7, and Ubuntu Linux. All solid.

I also configure, buy, and install systems for other people and chose Dell exclusively. Never a problem -- all machines are solid, fast, and economical.

Some people I know have had problems (DVD drive, Video driver). All received good service when making a claim.

Maybe there is another Dell? An evil twin?

[sailor234]

I had a similar experience to the OP, except I still have not bought another Dell.

Bought my first Dell in 2000, when I was close to retiring and losing my corporate laptop. This was before I had broadband and I could not get the modem to connect. Also spent hours on hold waiting for tech support, which they would shut down at 8PM and disconnect anyone on hold. After many calls the tech agreed he could replace the modem but it would be 50/50 if the replacement modem would also be defective. I then switched to Customer Service and demanded a return authorization; after bumping up a few levels of management they relented and got it back.

Soon thereafter I bought a Compaq that has had it's problems but still works at eight years old.

Now I have a MacBook Pro for 97% of my computer work and use the Windows machines for backups and printing.

Ray

[Les]

[Toolbert]

With a local independent built-to-order computer/IT shop nearby ... I would never buy a mail-order PC. Walk in, order what you want, pick it up in a week preconfigured and tested, if there's a problem just walk in or call the owner ... why do it any other way.

[KyleAAA]

It seems almost 100% likely that your issues have nothing to do with it being a Dell.

[strafe]

[SurgPath]

I've always had Dell, both PC and laptops (7 total), and have never had any hardware issues at all. I've contacted CS a few times via live chat and only had to wait a few minutes and the issues were resolved.
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"If everybody is thinking alike, then somebody isn't thinking." George S. Patton, Jr.

[haystd]

[stratton]

[TranceLordSnyder]

My fiance had problems with a dell laptop that we just finally replaced after her having it for about 6 years. It didn't work out of the box, and it went back to Dell for repairs. They had it for over a month before returning it. When she opened it up, the computer wouldn't boot. The ram must have either dislodged, or they didn't put it back in correctly. Reseating the ram fixed the problem. Within a month, the monitor stopped working. Back to dell again, requesting a new laptop or a refund, they refused both after complaining to dell techs and asking for supervisors and spending hours on the phone. She got it back fixed and working. No problems! For a couple more months. Then a key fell of the keyboard. The key broke, so it wasn't something to be reattached. Dell sent a new keyboard with instructions on how to install it. Done! About 1 and a half years in, the charger stopped working for her during her finals in college that year and it caused trouble for her studying during these tests. Dell honored their warranty and replaced the charger. After all of these problems, dell spent more on shipping back and forth and new parts than if they would have just gave her a new laptop. Ok, not quite, but I imagine it was very expensive. But it's not over! Shortly after getting her new charger, there were recalls on the batteries she got with the laptop. She got one with it, and bought an extra longer life battery. Dell sent new ones and she got replacements. A few weeks later, those batteries were also recalled. More new batteries!

I KNOW, at this point, you probably think I'm lying, but this story is 100% true. The story was shortened dramatically of course.

Nearly 3 years in, another key breaks off the keyboard, and she gets another keyboard covered under warranty which is about to expire. (Her dad purchased an extended warranty with it when he got it for her for college.) At this point, extending the warranty further was a no brainer. Lucky she did, because the newer charger also failed on her, this time at a not so important time while she was surfing the net over the weekend. Dell sent another charger to her. At this point, she has sworn to never EVER buy another Dell. A few months later, shortly before leaving college, the laptop stops charging again. Dell sends yet another charger, but this time the problem isn't fixed. The computer still won't charge. A dell tech comes out and determines the port is faulty and it needs to be replaced. He of course, doesn't have the part on hand and has to order it. A few days later, he comes back out and puts a new port in and the laptop is charging again! Hurray! Currently, the laptop will only connect to a wireless router when it feels like it. The internet may work for an hour, and then stop for 5 minutes. Other days, it doesn't work at all. Could we get it fixed? Yes. Does she feel like spending another hour or 5 of her life on the phone with dell? Absolutely not. My fiance has spent more time on the phone with dell than you'd want to imagine. She started keeping a log. Between getting disconnected when getting transferred, waiting for someone to answer or calling to fix problems or get new parts, she spent roughly 126 hours on the phone with dell. I think she deserves a paycheck from dell.

I must say that dell honored their warranty with no problems, but did not want to accept they sold her a junky computer. They would not replace or refund her. I personally had 2 dell desktops and used them for about 3 years each with absolutely no problems. They are no longer in my possession but are still running problem free.

[Bernd]

I ran a Dell computer at home for 7 years without problems which could be traced to Dell. My problem was that the anti-virus software let bugs through which crashed the computer repeatedly. Dell costumer service from a foreign land with their accents and my poor hearing were a poor match, but the local computer store service for $29.99 fixed it up again. I switched the anti-virus software, installed anti-spyware and use Firefox now, and everything turned out great. Now I have a Dell XPS 430 with Vista with good anti-virus and anti-spyware software, use Firefox, and it works great.

My former conglomerate employer also used Dell. I got a brandnew Dell there and had no problems in a challenging engineering environment.