Well it finally looks as if my long stay in Dell Hell is over and what the heck, it only has taken since June of this year for that to happen!
Dell finally sent me a replacement computer which was not the computer that I had ordered specially built for me but they seemed to feel it was ok because after all, they did replace their defective two month old computer even if it was with a refurbished computer that had been returned to them. What a rip off!
So of course it was at the very worst time for me because I was crazy busy trying to get everything done before I went on vacation and then when I returned I was crazy busy trying to get everything caught up. But of course even though I had waiting for weeks and months for some kind of resolution for the lemon computer I bought from Dell, they immediately started sending me nasty little letters threatening to invalidate my express service code because they had not received their computer as quickly as they had wanted. Kind of uneven isn’t it? Dell doesn’t care how long you are without a working computer that you paid for or how inconvenienced you are or how much money you lose, but DO NOT make Dell wait for the return of their computer! Are you getting the picture? It has become exceedingly clear to me that Dell couldn’t care less about their customers. The bottom line for Dell is getting your money and then they are finished with you.
So I finally got the new computer all hooked up and everything on it which took quite a while because I have so many of my applications customized and guess what? The same exact problem was recurring. The monitor kept going into Power Save mode and wouldn’t come out.
So after all of Dell’s half hearted, less than stellar computer gurus who took forever to diagnose a problem and then replaced everything in a brand new computer, they missed the problem anyway. Yes, that’s right – turns out the problem seems to have been the monitor all along.
So I sent an e-mail and called Dell. Clearly you never, ever get to speak to a real live human when you call – you are only able to leave a voicemail. I have never reached a human when calling there through this entire nightmare. Supposedly they will return your call or answer your e-mail within twenty-four to forty-eight hours. I actually had to call three times and leave messages and send three e-mails over a span of four or five days before I finally got a response and I think that was a phone call on a Saturday when I wasn’t there.
In any event, when I did receive a call from a very professional gentleman by the name of Harsh, he was very nice, very polite, very easy to understand and he was apologetic and didn’t ask me to do umpteen diagnostic tests. He immediate apologized for all of my inconvenience and informed me that I should have a new monitor by the next day. I was stunned! Wow! Finally someone who really understands what customer service is actually about!
True to his word, the new monitor arrived the next morning and Harsh called that afternoon to make sure that I had indeed received it. Wow!! Can you believe it? He actually followed up! He was very nice and went out of his way to help me. I still am in shock over it. I hooked up the new monitor and now the computer is running like a top and so is the monitor.
So it looks as if I have finally escaped Dell Hell. I have now owned three Dell computers, two of which had every single piece of hardware in them replaced before they were four months old. The service or shall I say, the lack thereof was ridiculous.
Unfortunately, even though Harsh went out of his way to do a good customer service job, I am finished with Dell. I would never advise my clients to purchase one. It simply took too long to get what I should have received from the gitgo. It wasn’t my fault that Dell sent me a defective computer but I was made to suffer and lose money because of it. They did nothing to show me that my business was imporant to them. Instead they showed me how little they really cared.
But I am just grateful that I have finally escaped Dell Hell and I hope never to be sent there again!