Why Dell Sucks Today

There’s an old saying in the newspaper business. Never get in a fight with a guy who buys paper by the roll and ink by the barrel.

And while Wizbang might not be the NY Times we have a fairly decent footprint and today I intend on using it.

A few recent Dell horror stories.

– I had a customer who bought a Dell laptop and had the screen go out. We shipped it to Dell and 3 months later they shipped it back. By that time it was out of warranty so when she had another part failed -just 2 days after she got it back- she was out of luck. A call to Dell got us scolded for not buying an extended warranty.

– I had a customer who was shipped the wrong thing -3 times- and had his charge card billed each time.

Then there was this week’s battle. I ordered a product on April 9th. Within a few days I got an email saying the ship date had slipped to May 2nd. I was annoyed but I let the order ride.

On May 2nd there was no package but an email saying I would get it May 9th. The 9th came and went and all I got was an email saying May 16th was the ship date. At this point I had had enough. So I picked up the phone and called Dell India.

India was polite enough but they couldn’t understand me and I wasn’t doing too well understanding them. 66 minutes later I convinced India to give me to someone who actually spoke the same language I did.

Another phone number got me to Oregon. After 32 minutes on the phone with Oregon, we came to the conclusion that nobody in Oregon knew when -or if- I’d ever get shipped a product. So Oregon sent me to another phone number where they could “absolutely” give me an answer. I tried every branch on that phone tree and could not even get a human. It was an automated system which simply said my order was “being processed.” – That much I already knew.

So I called Oregon again and after 23 minutes the guy told me that there was no way I was getting my product, that Dell no longer carried it. I asked why I kept getting emails saying the product would be shipped on a specific date and he explained to me that if their system sees a missed ship date that it automatically sends a mail out tacking 1 week onto the last ship date. — In other words, the emails were completely bogus. It was a lie. There was no ship date.

I told the guy I didn’t appreciate being lied to and he said that it was a computer sending the mail and computers could not lie only humans could.

So I drew a deep breath and explained that I did not appreciate the the humans at Dell who programmed their computer to lie to me. He then told me he didn’t appreciate me being rude.

I then asked -in a calm a measured voice- if he thought it was rude to take someone’s money then lie to them about when they would ship their product. He stammered a few times then put me on hold to flip me to some other person who was going to jerk my chain some more.

After 2+ hours, I hung up the phone and blogged it.

I might not get my product and I will certainly never get the 2+ hours of my life back they wasted, but I can spread the word how much Dell Sucks. The only thing does right is the make good monitors,

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  1. Tech June 7, 2006
  2. Dell isnt worth it June 22, 2006
  3. Almost nolonger a Dell Customer July 27, 2006
  4. Len August 5, 2006
  5. Almost nolonger a Dell Customer August 7, 2006
  6. JJ August 10, 2006
  7. dell corp hater September 6, 2006
  8. Cusstomer November 2, 2006
  9. Worley November 3, 2006
  10. singing bowl December 2, 2006
  11. Sarah Lizzotte February 15, 2007
  12. Nabz February 23, 2007
  13. Wayne Reynolds October 17, 2007
  14. Reseller October 18, 2007
  15. wayne May 31, 2008
  16. Richard June 5, 2008