Dell
There's no debating that Dell generates a lot of complaints -- many more than any comparable computer maker, as a recent ConsumerAffairs.Com survey demonstrated. On the other hand, even though the very laptop on which the survey story was written crashed and burned just a day later, our own James R. Hood concedes in To Dell & Back, his arresting tale of being laptopless for a day, that Dell tech support often gets it right.
In its own defense, Dell concedes that it may have some rough edges and doesn't deny that keeping up with double-digit growth isn't always easy. See Dell Discusses Its Growing Pains. OK, but Dell's who-me? response doesn't answer all the questions about those disappearing rebates, questionable sales tactics and its "surprise" loans.
Our advice: read the complaints, consider the defenders' arguments, then ask yourself how much hand-holding you need. We'd say Dell offers good equipment at a great price but if you never want to open the lid of your computer and have no patience with troubleshooting by phone, then you should probably buy a machine from a local geek-owned computer store. Then, when trouble strikes, you'll have a place to go where, as they say, when you go there, they'll have to take you in.
Dell Computers
• Advertising• Batteries
• Credit Card Fraud
• Dell Finance
• "No-Interest" Offers
• Rebates
• Sales Practices
• "Surprise" Loans
Service
• Customer Service
• Tech Support
• 30-Day Return Policy
• Warranty
• Extended Warranty
Products
• Laptops
• Printers
• Plasma TV
Alienware Product Line
• Alienware Computers
Customers
• Deployed Military
• Small Business Customers
• Dell Defenders
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News
• Dell To Pay New York $4 Million In Fraud Charges Settlement
• Dell Flubs Online Prices
• Dell to Pay $3.3 Million to Resolve Deceptive Practice Claims
• Judge Rules Dell Deceived Consumers
• Dell Closes Sales Kiosks
• Wal-Mart To Sell Dell Computers
• New York Sues Dell on Consumer Fraud Charges
• Dell Breaks Microsoft Stranglehold
• Dell Settles Class Action Over Financing Practices
• Dell Recalls Notebook Computer Batteries
• "Exploding" Dell Laptop Destroys Truck, Imperils Outsdoorsmen
• Dell Denies It Knew of Overheating Battery Problem for Years
• Seeking Sizzle, Dell Goes Alien
• Dell Sales & Earnings Down, Complaints Up
• Computer Vendors Charge More For Less Service
• Class Action Accuses Dell of Defrauding Customers
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Analysis
• Dell Wins Complaint Derby
• To Dell & Back
• Dell Talks Back
