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 <dfarber () earthlink net>]

-----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/