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I Hate Dell

FrgMstr

FrgMstr

Just Plain Mean
Staff member
2FA
Joined
May 18, 1997
Messages
58,239
Today is one of those days. Ever tried to RMA a product through Dell that you got as a gift? I literally have 7 Dell monitors in my office that we have purchased direct, the one that goes bad was given to HardOCP at a trade show by a vendor to use for a specific task. After hanging on with Dell support for 20 minutes, they hang up on me. Now after being on the phone with Dell for another 15 minutes they tell me no way they can help me.

Phone support getting expensive? Now you are wasting your time and mine.

Want to vent with me? Post your I Hate Dell story here.
 
rofl... yea the service tag on my 3007WFP-HC from the outlet store ended up being for Canada... so I call the US support line, and they tell me to call Canada, then Canada tells me to call the US. etc. I gave up after 4-5 calls..

So the problem is my service tag is meant for a Canadian customer and they won't adjust it for whatever reason, probably haven't gotten pissed or yelled enough.
 
dell is a pain in the ass.

I ordered a video card thru dell because it was about 30.00 cheaper than newegg at the time (8800GT). I think I waited around 1.5 months to get it in... everytime I tried contacting them to find out when it would be delivered, since their website said it would be in 1-5 weeks, I got the run around and rep told me the same thing that the website did.

In the mean time, I was stuck with a completely new build that I couldn't test because I didn't have a video card that would run in it. Unless it was a hell of a deal, I wouldn't do business with them again
 
I've only used Dell support on their business level and they've been pretty good.
 
Erm, isn't 5 weeks around 1.5 months? Sounds like you were told up front that you had to wait and didn't listen.

Not trying to give dell any higher markings though, I'd never buy anything from them except maybe a netbook.
 
I pretty much hate calling anyone for support anymore. I wish it was just Dell that had this problem. But pretty much everyone has shipped there support to India or wherever.
 
I've been on the phone w. Dell so many times, that I now speak in an Indian accent
 
A couple years ago my girlfriend had a hell of time and 45+ minute waits on hold trying to get her older Dell printer to work with her new Vista laptop. Dell support even used remote assistance and got nothing done. At that time, there was an updated driver for her printer to work with Vista, but, still, nothing was accomplished. Her printer still didn't work with her laptop.

So I had to Google for the solution and do it myself.
 
I had dell ship me 15 computers (optiplex desktops) and they had China stickers all over them, 3 of them on first boot (not connected to network) has malware installed.

I fought with dell for over 2 hours and they said FU. I had to rebuild all three PC's from scratch.

I have not done business with Dell since
 
They always ask for some bloody "service tag" when its a monitor and ive owned 2 so far and ive yet to see this mythical "service tag" on the box or anywhere on the monitor.

When it comes to giving them a serial number instead they act like thats a foreign concept and start drooling down the phoneline till their brains re-rengage.

At the minute my 2407wfp has the common problem of the power button cover spinning around, have to line it up straight for the button to work. Havnt tried calling about it yet as theyre bloody annoying to talk to.
 
dell business support is good, their XPS/Alienware support is ok, but for everything else... its horrible!! Sorry to hear your issues Kyle.
 
hey, lets play flood Duhell tech support lines,

Everyone call at a given time... :D
 
Got a comp for work from them missing a heatsink. Also have sent in the same Laptop 4-5 times trying to get it fixed each time they tell me the next time they will just replace it. My personal laptop is a M1330 that I bought used it only took me 1.5 hours to convince them it was mine. After getting everything but the LCD replaced my battery mysteriously stopped holding a charge. Still debating if I want to even bother calling them.
 
No wonder Michael Dell has the company shell out close to $1 million a year for his personal security.
 
Well let's see here...

Needed the circuit board that is underneath a pair of buttons on a 1700n printer. Call one I ended up getting the face plate sent to me. Call two I ended up with a bag with the two buttons themselves. Finally call three the guy ripped apart the 1700 in his office to get the exact part number. 3 weeks, 4 calls. A few weeks later on another call when they tried to upsell me a printer I mentioned my 1700n now smells like burning plastic. There was a recall notice that got past the first three calls. Ended up with a whole new printer.

On another occasion, my boss forgot the power CORD to a laptop in China. Now this is the CORD not the adapter. The piece that goes from the wall to the adapter. Ordered a new one online, ended up with just an adapter. Ugh. Called in explained my issue and what I needed. Told to go ahead and keep the adapter, they credited my account and that they would send a replacement. Received the replacement... Another adapter with no cord. Ugh. Called in. Again, keep the adapter we'll credit your account, but you'll have to buy the cord. Finally got the right part which cost $10. Now I have three adapters and one power cord. Ordered two more cords from Mouser for $7 shipped.
 
The problem is that Dell does not handle their Monitors the same way they do their other products.

If they stamped service tags onto monitors just like everything else there -- I am sure it would work out fine.

The issue is that they usually attach the monitor on your order to the service tag of the laptop or desktop you buy.

With the prices Dell has on most of their monitors they are probably not making a lot on them, and are probably not going to pursue making it any more easier to get a free replacement when they go bad.
 
I posted this in a slickdeals thread about the $175 Wii that Dell had a while back.... I had called to check on my order the next day and found out it was spontaneously cancelled and nobody could tell me why for hours. Enjoy!







After receiving NO e-mail stating so, my order has been spontaneously cancelled. I called to find out why, they said they'd have to transfer me to another department.

That department told me they would have to transfer me to the order changes department.

That department told me it was something with the billing, and I would have to call the credit card department number and that there was nothing he could do for me.

After waiting on hold 22 minutes at the credit card department, a lady came on the line and asked me for my order number, name, and then came back and asked if I was the owner of this card... "uhhh, yes? duh?" ... after another 3 minutes on hold I was transferred to a voicemail box and then dropped offline.

THAT IS NOT FREAKING OKAY.

For something that could be a TYPO in my credit card information, I have wasted over two dollars in frigging cell phone minutes, 30 minutes of my life and I have gotten NOWHERE. I got NO notification that my order was even cancelled, NOBODY can help me and after all my efforts I know NOTHING MORE. I told whomever was at the voicemail inbox that I can get my order cleared up tomorrow, then I am ordering from amazon. I should have a Wii today, instead my best hope is that it MIGHT be ordered tomorrow. I seldom want to punch somebody in the face at the end of a phone transaction more than this, especially after ending my ridiculous ordeal at somebody's voicemail inbox. That is just ASKING to fill this person's inbox with rage (which I didn't.)

Seriously, WTF DELL?




........



Called the credit card department again, pressed 2 to wait for a representative. Hold music for 2 minutes, rang, disconnected. Urge to kill rising.



.......

3rd call to credit card department, she acted like my order was this big secret and she could maybe "give me a clue" that it was something about the address and wanted to know if she could just call me back. I said no, this cannot possibly be this hard.. let's fix it now. She said "there may be some other thing involved" and I have been listening to a buzzing phone line the past 5 minutes. This is lovely. The buzzing is my headset passthrough. I was hung up on again. THIS IS GOD DAMNED UNACCEPTABLE.


.......

Wife called thru different number, the lady was suggesting we call our BANK rather than correct the billing information. Tried again, worked. Seriously, can dell please hire order reps with an IQ higher than 60? I am seriously deterred from future dell purchases. I will at least keep this in mind. I am going to go throw up and take advil migraine now. Wii expected Friday.

<facepalm>
 
Right after Dell took over Alienware, I had to send my Alienware laptop in for service. When I got it back, they didn't fix the problem I had with the screen, they screwed up my case and took a wide permanent red marker and put an X all over the bottom and swapped out my battery for a different colored one

I called and complained and all I got was "well your passed your warranty so there is nothing we can do" When I got the laptop back I still had almost a month left.

It really was an overnight transformation of Alienware when Dell took over
 
Gott said:
I've only used Dell support on their business level and they've been pretty good.
Click to expand...

Yeah, same here. All of our work PCs/Laptops are Dell and they respond immediately with anything we need. New parts are here next day. Tech is also here the next day if a laptop mobo dies. I took this as a sign for their home customer support too. Guess I was misled, heh. I've never owned a dell personally though, so I can't comment on that aspect.
 
yeah, try to redeem a gift card through them. It will automatically become expired prior to using it. I had to file a complaint with the bbb. Then all of a sudden, my phone was blowing up from them calling ME non stop. It did finally get resolved, after a few weeks. Being a certified rep for them does help with dealing with support. They often are clueless. I TELL them the issue and what I need, without giving them a chance, and usually they will just give me the parts I need.
 
I've ordered through Dell exclusive through my Account Exec and never had any problems with the purchase of new units or support. I also go through Customer support via my Dell rep and haven't had any issues with support either.
 
Dell is also now offering a service that you can speak to an American tech support person. Pricing starts at $149 for a year. This is such bullshit. They seem to prey on older people. I hate it when I go into a persons house and they tell me that they paid for this service.
 
I had the bearing go out on a system fan on a laptop that was maybe 3 months old. Keep in mind this is for an enterprise class business.

The tech wanted me to run the diagnostic utility. I did to humor them, and when it came back with no results they tried to tell me there was nothing wrong with the laptop, and that there was nothing they could do.

The conversation ended with the phone on the laptop and me yelling (amidst the grinding noise) "RRRRRRRRRRRRRRR CAN YOU HEAR THIS? RRRRRRRRR THIS IS THE FAN!! RRRRRRRRRRRRRR THIS IS NOT NORMAL RRRRRRRR."

I finally got someone with enough authority to send me a freaking fan.
 
The first computer I ever worked on was in '98 on a Pentium II based Dell. I've called them many times over the last 11+ years on just the many Dell products my family has owned, and have never had any serious problems. Probably the worse issue I had was last time I called about 10 months ago regarding my WFP3007-HC, and they were extremely slow responding to my issue. However, it was the holiday season and they said some issue with UPS had backed up everything by about two weeks, which is reasonable. Sorry to hear others aren't as lucky as I am (may I suggest ordering through Dell Small Business?).
 
Chris_B said:
They always ask for some bloody "service tag" when its a monitor and ive owned 2 so far and ive yet to see this mythical "service tag" on the box or anywhere on the monitor.

When it comes to giving them a serial number instead they act like thats a foreign concept and start drooling down the phoneline till their brains re-rengage.

At the minute my 2407wfp has the common problem of the power button cover spinning around, have to line it up straight for the button to work. Havnt tried calling about it yet as theyre bloody annoying to talk to.
Click to expand...

Exactly, I have plenty of Dell monitors here with the same "issue."

ocellaris said:
Did the vendor transfer the warranty over to you as well? If not, no surprise they can not help you. On Dell's end, that monitor and the warranty belong to someone else. I suspect you can not verify the information from the original purchaser which they need to help you. There is no reason they should offer a repair / replacement unless the original purchaser transferred the warranty.

Of course they never should have hung up on your the first time...
Click to expand...

Odd, I have had this exact issue in the past, and had no problem as long as I had a company name and a serial number. Neither of which this guy asked for 36 minutes later. :rolleyes:
 
Where i work we have Dell D630's with the quadro GPU. we have had 150% failure rate. Now I know nVidia had an issue with QA awhile back, but the tech support it terrible. You call and tell them that the screen is scrambled prior to windows and they ask if I installed any new drivers or want me to do a ram diagnostic... It is like pulling teeth to get the MB.. Then a tech shows up to repair the 10+ machines that need some hardware or another. He leaves and then you notice that the machine is not back together as it should, or the lcd does not close because the KB was installed with the WWAN ant. in the wrong place causing the buldge. The replacement parts they have fail out of the box.... The list goes.
 
thedintedcan said:
I had the bearing go out on a system fan on a laptop that was maybe 3 months old. Keep in mind this is for an enterprise class business.

The tech wanted me to run the diagnostic utility. I did to humor them, and when it came back with no results they tried to tell me there was nothing wrong with the laptop, and that there was nothing they could do.

The conversation ended with the phone on the laptop and me yelling (amidst the grinding noise) "RRRRRRRRRRRRRRR CAN YOU HEAR THIS? RRRRRRRRR THIS IS THE FAN!! RRRRRRRRRRRRRR THIS IS NOT NORMAL RRRRRRRR."

I finally got someone with enough authority to send me a freaking fan.
Click to expand...

I lol'd. Very nice. I can't believe the ignorant tech stories I hear like this. I have yet to have something like this happen to me over any tech support. I'm waiting for it, hah.
 
This was three years ago:

21&#8221; Dell LCD monitor is ghosting really, really bad two months after I bought it. Manufactured only two months before that so the thing is only 4 months old total.

http://www.****************************/dell_LCD_ghosting.jpg

Call tech support, get someone with heavy Indian accent named &#8220;Tom.&#8221;

&#8220;Tom&#8221; asks for my name, I say Steven Lynch&#8230;he calls me Mr. Steven for the duration of the call. :(

Tom asks for my the service tag number located on the back of my system. So I read him off the serial number of the LCD.

Tom is annoyed that I am stupid and repeats, he needs the service tag number located on the back of my system.

I tell him it is not a computer, it is a monitor and that I bought three of them at the same time.

I repeat the serial number.

Tom, very annoyed this time, tells me to look on the back of my computer for the service tag number. Again I repeat that I only bought the monitors from Dell, there is no service tag number on my PC.

&#8220;Tom&#8221; is furious that I am not &#8220;cooperating&#8221; and assured me that all PCs have a service tag number.

I explain to him AGAIN, I only bought the monitors from Dell and I tell him that I built my own computer, therefore it does not have a service tag.

Looooong pause

<super thick Indian accent> Mr. Steven, you built your own Dell? This I cannot believe.

*click* Tom hangs up.


Now I have triple 22" Samsung monitors and the customer service is phenomenal. You submit an RMA. They send you a monitor VIA the closest UPS store to you. You take your monitor to the UPS store, swap them out and you are done. Sweetness.
 
Anyway the main problem with Dell service is that they give most of their phone service contracts to the lowest bidder. Then they make various outsource call centers compete against each other in a series of call logging metrics (none of which are useful towards helping a customer). Based on previous month performances, they will dramatically shit call volumes between different call centers which leads to some call centers that were barely helping customers getting reward with huge spikes in call volume, which drives anyone's chance of good service even lower. Dell can show people a lot of fancy graphs about how much money they manage to save by doing this and consider that they are getting the best value by making the call center employees constantly in fear of their jobs.
 
I took my laptop in to a service station at the beginning of October. It had water damage due to me being dumb enough to try to go to class in pouring rain with no umbrella. The service center sent it to Dell and it came back working worse than when it had the water damage. It is now November 10th and I've been without a computer for over a month.

The tech here went out of his way to try to get this fixed but Dell kept sending doa parts and not allowing for a swap or it to be sent into them again. They are *SUPPOSED* to be sending me a new or refurbished unit in the next week or so due to the fact that they are unable to figure out how to fix mine. All I can say is thank God that water damage is covered under the complete care warranty.
 
Sorry for your bum luck, Kyle. But I have to say the ONE time I had to call DELL (ages ago) they got me set up right away. Hopefully you get things worked out.
 
Bought a dell system about 2 years ago..

System went bad after about 3 months, bad dvd-rw drive... called tech support, they sent me a brand spankin new one in a week, not bad....

This doesnt happen again.

The motherboard fried about 3 months later due to a power issue on the PSU. Called them to have them replace it. Was on phone for 15 minutes with a nice but sadly incompitent lady, had her transfer me to a supervisor. In mid transfer got dropped. Called back, reached the SAME EXACT lady who didnt recognize me at all, had to go through the same 15 minutes again, although I tried telling her the whole time she dropped me while transfering me to a supervisor. Finally she tries to transfer me again, drops me again.

I had it already at this point, went to web mail and sent an e-mail to Dell.... The whole time while waiting for a response from Dell I tried calling another 10-15 times, everytime I either got hung up on, or just stuck in limbo forever.

Gave up 2 months later, never received a reply via e-mail, phone did no good. Went to BB and bought a nice HP slimline system, have had it since and love it, best tech support for systems.

Oh and it took 3 months to get a reply e-mail wise from Dell. They responded back saying they were not responsible if my house cause an issue with the PSU.... My house is wired fine and has no ground faults or spikes in electricity.... Dell dropped the ball with me.

I do still buy from dell, but only monitors at this point.
 
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