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IP: so what is new about that. I ha the same mess 2 years ago djf [yet another] awful experience with Dell computers and "service"
From: David Farber <dfarber () earthlink net>
Date: Fri, 19 Apr 2002 04:01:29 -0500
-----Original Message----- From: Jim Warren <jwarren () well com> Date: Thu, 18 Apr 2002 14:43:36 To: Dave Farber <dave () farber net>, Declan McCullagh <declan () well com> Subject: [yet another] awful experience with Dell computers and "service" I really wonder how Dell manages to be successful. Apparently there are millions of marketing-hyped obedient sheep among the buying public. Why else would ANYone pay higher prices to be abused by Dell, when other computers are at least as good for less loot?! Latest irritation: A housemate [foolishly] purchased a Dell computer several years ago. Being a Dell and running Microshaft Whinedows, it should be no surprise that it recently decided it couldn't boot-up. After several calls and extensive diagnostic efforts with Dell's phone "supporters," they finally concluded that it might be the disk. Solution? Replace the disk. To Dell's [small] credit, a service guy arrived in only 2-3 days, with a new disk. (It was only at this time that I first heard they were having a problem. <sigh>) But then, Dell's REAL arrogance and abuses became apparent: 1. Dell ONLY replaces the disk and *begins* Whinedows re-installation. They do NOT finish the installation, nor the mass of other software purchased with Dell's system. And predictably, the Windows install hung, repeatedly, after the tech had raced out the door. 2. While he was here, I asked for the old disk long enough to see if I could read it on another computer, while he finished installing the new disk, and maybe save my housemate's massive collection of software and files. NOPE!! Said he: Dell servicevolks are prohibited from allowing the owners to touch the old disk, once it's removed. Not even for 5 minutes. We "might run off with it." (His words!) (He also said that once he removed the old disk, he'd finish the installation in "a few seconds" and be gone. Yet another Dell delusion.) 3. After some incredulity at such intransigence, then -- and only then -- did anyone from Dell first MENTION that ... oh, by the way ... he could cancel the order; housemate could [again] call Dell; again give them a credit-card; again suffer more delays, and they'd send a replacement disk directly to housemate, for him (or me) to replace directly. No charge, if the "bad" disk was returned to Dell within 5 days. (But that 5-day option wasn't available via the techie!) We howled that we wished we'd KNOWN about that option! Technie agreed. Said they've repeatedly told Dell it would really be helpful if Dell phone supporters would MENTION that option ... since Dell victims are OFTEN "upset" about being refused ANY possible access to their mountains of expensive software and crucial files on Dell's malfunctioning disks. Housemate said that he'd been planning on buying a Dell laptop for his daughter, about to go to college. Now, the motto is -- *Anything* EXCEPT a Dell computer! --jim (geek since '68) Dr. Dobb's Journal of Computing founding editor, InfoWorld founder, etc etc etc. Also ... I said "yet another" awful experience with Dell: I have two housemates who have two Dell computers. The other one got her Dell system which included a printer. Surprise! -- printer cable not included! Surprise! -- she had to "apply" to HP for the well-hyped $25 printer rebate, that might come ... someday ... maybe. Woppps! -- no ethernet port! (But every naive layperson knows they have to check for such things; don't they?!). For archives see: http://www.interesting-people.org/archives/interesting-people/
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- IP: so what is new about that. I ha the same mess 2 years ago djf [yet another] awful experience with Dell computers and "service" David Farber (Apr 19)