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Dell Computers

What John Learned in Vegas

John of Honolulu writes (8/12/01):
I purchased two Dell XP's and shortly thereafter they both became inoperative one due to an inadequate power supply and the other a conflict between the modem and the sound card. When I called Dell for help all I got was the runaround with the tech trying to have me run a series of tests which never helped.

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I asked that they send a local tech over to my place of business since I am not technically inclined and feel that I shouldn't be expected to do manual labor on something that is covered under warranty. They steadfastly always refused telling me that they can easily walk me through it. We tried several more times with no positive results.

After that I got the silent treatment with no one responding to my emails or calls. I even sent a registered letter to Michael Dell and got no response.

Then I met a Dell supervisor at the 1999 Fall COMDEX in Las Vegas and I took him to dinner. To my surprise he told me exactly what and how Dell has trained its people when it comes to problems. Number one is the fact that they will do anything for the consumer ONLY during the first 30 days of ownership because that's the period when the customer can return the computer for a full refund. After that forget it because they were all trained to do anything and everything to avoid expending anything that will cost Dell any amount of money for repairs, service, or returns.

By sending a tech out to your residence or business will cost them money because the techs are usually from local computer shops and are contracted by Dell and have to be paid for their time. They are told to do anything short of murder rather than to give an inch to the complainant. Tell 'em anything to stall them, or just have them give up entirely in exasperation and hopefully go out on their own to have it repaired at their own cost.

I also was told that every year Dell has been rated the best in customer support by all of the journals because of the sheer amount of money Dell expends on advertising. He told me, "Think about it. Do you really think any computer magazine would dare to bad mouth Dell and suffer the dire consequences of forever losing all of Dell's advertising budget?"

Now when I read any computer magazine I realize that Dell does spend a hell of a lot for each and every one. This is the reason for all of the sugary-coated hype and reviews concerning Dell. Yes, as bad as the writers know that Dell is they'd be committing career suicide if they ever dared to write a story about the real Dell and its arrogant policies. I learned a bitter and costly lesson.

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