This post is actually one I should have written the other day, but I was so beaten down by such a stressful day that I couldn’t bring myself to sit in front of a computer long enough to write this article.
On Tuesday, after the technician had installed a video card in my brand new Dell computer and the problem still persisted, he assured me that he would contact Dell and tell them that I now needed a new mother board and that he would be back the very next day to install it. He went on to tell me that he was sure it wouldn’t be a problem, but that if there was a problem he would call me and let me know that he wasn’t coming the next day.
Well of course, I never heard from him and no, he did not show up. So in an effort to be proactive, when he left on Tuesday I sent an e-mail to my good friend Manish letting him know that a video card had been installed and the problem had not been resolved and I needed a mother board.
Being the conscientious folks they are in Dell Hell, several hours passed without a reply to my e-mail or a phone call. So, again, I wrote another e-mail to Manish. An hour or so later I got a phone call. Manish tells me first that he never heard from the technician and then later tells me that he got a message from the technician but that he wasn’t at his job then and he didn’t see it until he just got to work right before he called me. Right…… I don’t know about you, but when someone tells me several different stories about the same thing, I tend not to be too trusting of them.
I have had to save this post four times now because my screen keeps going black while I am working on it. Do you have any idea how very frustrating that is not to mention how little work is getting done? Yes, I think you get the idea.
Anyway, I tell Manish the tech says I need a new mother board. Oh yes, yes he says but hold on please while I place a work order. So I hold and then Manish comes back on the line and tells me “Well before I place the work order I need to do one more thing.” So now he tells me that he must yet again connect remotely to my computer. So after I go through the rigamarole of downloading the software necessary, etc. so that Manish can use my computer remotely (for the third time now) he tells me he is going to flash the bios. I said Manish that has already been done, do you not have it in your notes? Oh…. he hedges, yes, but we must do it again. Now after he has already downloaded the wrong video driver I am a tad worried that he might just do the wrong thing again and I haven’t been able to do a full back up of my system. He assures me that he has it right and he he proceeds to update the bios on my “brand new” computer. Call me crazy, but wouldn’t you think that when you purchase a computer from Dell that costs just about two thousand dollars that it would arrive in perfect shape, with all the up-to-date drivers and bios???? I mean…why else would they charge all that money right? It sure as heck ain’t for the customer service!
So surprise, surprise, after we have flashed the bios twice this week, my computer is still having the very same issue! Wow….are these guys on tier three in Dell Hell computer gurus or what???
So, I now say to Manish “Nobody at Dell has even suggested it or thought of it, but I looked at the Event Log this morning and there are many, many errors.” “Ohhhh” says Manish. He then clicks on Start | Programs and then stops. Then he clicks on Start | Control Panel and stops. Yes, I, the lowly consumer, had to tell a tier three tech in Dell Hell how to view the Event Log. Man I always knew that A+, MCP and MOUS certification was going to come in handy someday! It finally has paid off for me!!
So after I told Manish how to access the Event Log he looked at all the errors and he now tells me that he is finally ready to place a work order. I have now been on the phone for the better part of an hour. He tells me that he is going to have a mother board and a power supply shipped to the technician which will arrive in two to three business days. I, understandably, am a bit outraged seeing as how I have not had use of my brand new computer since last week, and the fact that I will have to wait another two or three days to actually have the use of something that I paid Dell for in full! Manish patiently tells me that it may arrive tomorrow but that he has to tell me two to three business days. Hmmmm…..I’m thinking that perhaps Mr. Dell needs to ramp up the customer service classes over there in India because they sure do NOT know how to appease a wronged customer.
I ask Manish if these are going to be refubished parts like the video card was. He tells me yes and I tell him, quite reasonably I feel, that after all these problems, I want a new computer. This computer has not worked since I received it and I do not want a computer rebuilt with refurbished parts – I want what I paid for – a brand new computer. Manish tells me that he cannot do that. I ask him why and tell tells me that is not the policy. I tell him again, that I paid for a NEW computer, not a new box full of refurbished parts. He tells me then, that refurbished does not necessarily mean that the part has been used before. Well I am not positive what refurbished means in the dictionary in India, but here in the good old USA, my American Heritage dictionary defines “refurbished” as: To make clean, bright or fresh again or to restore. Manish tells me yet again that he cannot give me a new computer and that is all he will say on the subject.
So now, feeling like I have been in Dell Hell for days when actually it has been almost an hour, I tell Manish that I would like to speak to his supervisor or manager. Manish tells me that he cannot do that. I ask him why and he tells me that I have gone as far as I can. I ask him if he does not have a supervisor or manager and he replies yes. Again, I tell him that I would like to speak to his superior and again he refuses.
So I was left with Manish telling me that he would send a technician out in two to three business days, which I find totally unacceptable. I do not know of any other business in the world who gives such horrendous customer service. And to think that Dell built their business on next day service!
Two days later a technician called me but said he could not come and replace the parts in my computer until three in the afternoon – great – another day wasted without a computer!
The technician finally arrives and replaces the mother board and power supply in this “brand new” computer of mine with refurbished parts. I reset the time and date and then restarted the computer and it flashed a couple of times but stayed on after that.
Three days later – yes, THREE days later good old Manish gets around to calling me to because he has a message that the problem is persisting. The message he is referring to is an old one. Apparently he doesn’t keep his records up to date.
After this experience, I can promise Mr. Dell that I will NEVER, EVER purchase a computer or anything else from his company and I will do my level best to convince everyone I know to never purchase a computer from Dell.
A brand new computer that cost a little of $1,600.00, plus the extra $300.00 for an extended maintenance, next-day service plan should not need to have all the major parts replaced after less than three months use!
Goodby Mr. Dell – and good riddance!