Comments on: Frustration With Dell

By: Jack Bennett

Jack Bennett — Sat, 24 Jul 2010 13:57:00 +0000

I’ve been a loyal Dell customer for15 years and swore by their support. However, in the last 5 years I have to say although their support is always available 24/7, I have to often re call to get a Dell support technician that knows what he’s doing. I have a premium support warranty. I actually had to have Microsoft paid support resolve a problem that Dell should have understood. I still really like their computers, partly out of loyalty and mainly because they’re a great value, but their support is declining. I think Dell is trying to reorganize and place less emphasis on computers. But they should still provide great support to their customers who will evolve with them. By the way, don’t buy HP because their support and attitude is the worst in the industry.

By: Frustration With Dell: Continued - My Habari

Frustration With Dell: Continued - My Habari — Fri, 04 Sep 2009 18:40:18 +0000

[...] that has happened since deserves another post to itself. Read the original post entitled "Frustration With Dell" for more details surrounding my issues.After using Twitter to contact Lionel Menchaca, the chief [...]

By: Frustration With Dell: Continued | Branding David

Frustration With Dell: Continued | Branding David — Mon, 24 Aug 2009 00:42:38 +0000

[...] that has happened since deserves another post to itself. Read the original post entitled “Frustration With Dell” for more details surrounding my [...]

By: Karolijn

Karolijn — Sat, 01 Aug 2009 05:02:24 +0000

*twitch* you struck a nerve with me. I’ve always recommended Dell for no other reason than that their Complete Care warranty is fantastic (once you get through the 45 minute phone calls convincing them that your audio problems have nothing to do with your installation of Photoshop).

However they’ve made it so difficult for me to renew the damn thing, I have not only stopped recommending them, but I won’t use them myself anymore.

I could tolerate the mediocre hardware if I knew it was under a bulletproof warranty, but it’s just not worth the hassle anymore.

I had an extremely similar issue (except the screen would go totally black) and they even went so far as to tell me to hook the computer up to an external monitor to reinstall drivers for what was CLEARLY a hardware problem.

They also INSISTED that I send in my entire laptop to diagnose a broken A/C adapter because (and I quote) “If it isn’t that, and we send you an A/C adapter then you will be an unsatisfied customer”. Somehow the idea that I would be more unsatisfied if I was right in my diagnosis and I sent my primary computer away for a week for no good reason didn’t occur to them. To their credit, they did send me the replacement adapter after I *pinkie swore* that I wouldn’t be angry if I was wrong. I was right.

Anyway all that to say, I feel your pain, and I too am an ex-Dell evangelist.

By: LionelatDell

LionelatDell — Fri, 31 Jul 2009 21:45:05 +0000

David: Sorry to see that your Dell laptop has caused problems for you, Happy to help where I can to get you back on the right path.

I responded to your tweet, and I left my e-mail address as part of commenting on your blog. Either way, let me know your service tag or case number and I can connect you with someone who can get to the bottom of it.

Outside of this, hope all is well.

Thanks,
Lionel Menchaca

By: David Peralty

David Peralty — Fri, 31 Jul 2009 18:59:12 +0000

Hate to say it James, but Apple’s build quality isn’t what it used to be either. My cousin had to replace his defective hard drive. I’ve replaced a stick of ram, and my Superdrive doesn’t eject anymore. I’ve had to replace the battery, because it warped, and the power cable because it frayed. I also had to replace a cracked LCD, but that was my own fault. The only machine I’ve owned that really had an amazing build quality was the IBM ThinkPad I owned. I’d say that Lenovo has dropped the build quality on those as well though… In the end, there are no amazing laptop manufacturers anymore but there are different levels of bad, and this Dell issue is the worst…

By: James Hohenthaner

James Hohenthaner — Fri, 31 Jul 2009 18:55:57 +0000

Yikes! I have to say since the switch to Apple, I really haven’t seen any recent Dell offerings. That machine looks too “Hewlett-Packard” for my tastes. What’s with the shiny plastic bevel, and you can see from the video that the thickness of the monitor edge has become really weak. I realize that the profit margins on Windows machines have caused manufacturers to produce cheaper machines to stay competitive, but seriously is there not a PC manufacturer out there that is not pumping out the same drivel?! Cheap plastic, cheap display components, bad hard drives, DVD and Blu-Ray drives that fail. I’ve been dealing with this from the likes of Toshiba, Sony, Compaq, HP, and Lenovo (formerly IBM) and it’s all the same!