Dell support sucks

I have this Inspiron laptop that I bought not too long ago – some of you might actually remember me mentioning it. Since I bought it, I’ve used it for a bit of everything, espeically since my new employer offers CITRIX access to our data – sort of a GUI terminal type thing, harkening back to the days of room-sized computers. Ahhh, the memories.
Anyway, I’m having some trouble witht a new RAM module for the computer – it doesnt’t seeem to work to make a difference about how I put it in – it just doesn’t work. The guy at Dell made me basically take apart the whole computer to figure this out – including taking out the CD/DVD drive, wireless card and hard drive.
Correct me if I’m wrong, but doesn’t that seem a little overly cautious?

13 thoughts on “Dell support sucks

  1. Daniel

    Rather than simply say DELL sucks, I’ll stick to the facts.
    My DELL notebook (lemon) has had 15 part failure/replacements in the last 19 months.
    That’s 1 failure every 38 days ( or 0.8 failures per month). . .
    ________________________________________
    SUMMARY of 15 FAILUREs/REPAIRs of notebook originally purchased for $4208 :
    Replaced 1 time: Notebook (Service Tags: for i7500: 2H0440B, for i8100:93DH811) 05/30/2002;
    Missing: 2nd battery missing with 2nd notebook replacement
    despite Two batteries were purchased with 1st notebook;
    Replaced 3 times: Motherboard: 05/20/2002,06/06/2002,12/16/2002;
    Replaced 3 times: CD/DVD drive: 03/22/2002,03/25/2002,05/21/2002;
    Replaced 2 times: Hard disk drive: 03/21/2002,05/22/2002;
    Replaced 2 times: Keyboard: 05/22/2002,05/24/2002;
    Replaced 1 time: Lid latch: 05/22/2002;
    Replaced 2 times: Video card: 1/10/2003,5/9/2003 ,
    Malfunction: video problems and system lock-ups (since received) due to infamous
    infinite loop in nv4_disp.dll ( NVIDIA video card device driver ) for over 12 months
    (May-2002 to May-2003); problem persisted since system was received
    May-2002 ; finally, after much protesting, DELL replaced
    NVIDIA GeForce2Go with ATI Radeon (5/9/2003)
    Malfunction: 22-Oct-2003: LCD back-light is switching OFF after startup;
    back-light failed 5 days after 3-year-complete-care-warranty expired 17-Oct-2003
    and DELL refuses to fix it, despite the video problems I was having for over 12 months.
    ________________________________________
    And how about that “Award Winning Support” ( LOL ).
    I want to barf every time I see one of those c o r n-b a l l DELL commercials
    about how “rock-solid” DELL computers are. That has not been my experience.
    I have also (like countless others) run the gauntlet through DELL’s
    tech support.
    If you call DELL tech support, you will get the royal run-around. DELL will:
    (1) tell you that other customers don’t have the problem.
    (2) give you some lengthy exercises to perform; and if the problem
    takes a while to reproduce, all the better
    (3) shift the blame to video card, disk drive, chip manufacturer, Microsoft, or you
    (4) perhaps guess at a part to replace ( usually the wrong one )
    (5) tell you to re-format the hard disk (this is their favorite), and
    (6) re-install the operating system (this is their 2nd favorite….
    hee hee hee….that’ll keep ’em busy for a while).
    (7) remove and re-install device drivers
    (8) disable various operating system features (lame)
    (9) reduce performance settings and / or resolution / or power options
    (e.g. disable auto Power-Down)
    (10) download and try one of a dozen different driver versions
    (11) and generally, wear you down ( especially with the
    poor English of the Tech Support persons in India and Asia ), and
    (12) hope you will become discouraged and go away
    _______________________________________
    I’ve owned about a dozen computers over the past 20 years that total,
    ALL PUT TOGETHER, did not have the total number of problems that
    this one single stinkin’ piece of DELL lemon has had.

  2. David

    My brother has had the worst time with his desktop. Nothing but problem after problem. All your descriptions of Dell’s support are so true. They are terrible and give you scripted responses and no long term solutions. I wonder if Michael Dell is aware of all these problems. I’m sure he is and doesn’t care becuase we are not corporate customers. Thats why he left the support center in India for home support. The only way we can make him feel the consequences is if we all spread the word about Dell’s crapy products and support and warn others not to buy from Dell. Eventualy they will start feeling the affects. I will never again buy or recommend another Dell. I will also tell my friends not to.

  3. dorsy

    you’re stupid its obvious that the system is irreliable and you haven’t demanded for a replacement of your system? thats stupid. In the first place if you noticed something is wrong within first 30 days you should have immediatly ask for a replacement cause by SIMPLE LOGIC new computer should not act that way cause ITS NEW It barely got a dust inside the system. Tsk tsk tsk. Most of you got no I.Q.

  4. richards

    It ain’t over cautious.
    1.) Its a laptop and all of the parts is close to each other
    2.) Electricity roams the entire PBC including that part.
    3.) Imagine the history of the word “bug” in the computer.
    Now can you see the logic behind? everything is possible and probable. I had a problem once that my keyboard aint working with my Inspiron laptop. What we did is we just removed the modem and it worked again. Its definitely because of excess power in the modem which can’t dessipate even if you turn the system off.

  5. fik

    I think your issues are END user issues. IS IT JUST A COINCIDENCE THE 4% OF DELLS SYS RESULTS IN A SUPPORT CALL 97% OF THOSE CALLS ARE RESOULVED. i FIGURE THESE WEB PAGES ARE FROM THAT .03% NOT TO BAD FOR HARDWARE MADE BY PEOPLE.. CHECK THE STATS FOR YOURSELF

  6. Earl Finder

    I agree that Dell has issues with their tech support; all companies (Microsoft? Apple? LOL) seem to these days. But, IMHO, Dell makes one of the best machines out there…no I never worked for them, but I work with them all the time ( the machines, that is…) No laptop is ever perfect; “the parts is close together and so they have to much energy that cant be dessipated (sic)”…Yes there are video card issues, but I’m sure Dell would be glad to replace a defective machine if only the End User can prove that it’s defective…No company, however, can replace a defective End User!
    “Dude, you got a Dell!!”

  7. Harry Green

    Dell … If you have to deal with a human at Dell you waste all the savings that you were getting on the hardware by buying direct. If you get it right the first time OK.
    Don’t ever try to resolve an order. Just cancel it and reorder on the web
    Dell customer service is the bottom of the barrel.
    Buy from local suppliers who care or catalog resellers like CDW or PCConnection, but don’t do the Dell.

  8. Daniel

    Rather than simply say DELL sucks , I’ll stick to the facts…
    Consider this nightmare experience (below) with the first and last DELL I’ll ever buy…
    NOTE:
    You can read Daniel’s list of complaints on his website.

  9. renee

    a little late into the response for this entry.. but i googled “dell laptop keyboard doesn’t work” and got this site… i have had to call dell over 10 times for things i had no control over… like monitor having lines through it and the harddrive not working and my favorite… it was missing the internal wireless card we ordered with it.. recently, my keyboard and touchpad has completely stopped working all together. i am figuring my next call to dell will be in about 15 minutes

  10. Rich

    The xps 600 is not different it is the same old junk as every other Dell. Don’t buy the hype you will be very sorry like me.

  11. cajuntx

    Hello,
    Just a note is reference to the Dell tech support.It is real bad.I have decided that I have to get really hateful in order to get my point across to them.They ask the same questions over and over again.
    I would rather go to to the dentist than call DELL tech support.
    OK NOW WHAT TO DO ABOUT THIS IS PLEASE SEND ALL THESE POST AND ANY OTHERS TO DELL THROUGH EMAIL OR WHATEVER MEANS TOU HAVE.
    There is power In numbers .So do this and let them know of there stupid move to save money by hiring over seas is actullay losing them money.I will never buy another Dell if it is not fixed.

  12. gary thomas

    i have tried many times buit no results, i am unable to get many progams to work, i think it is the windows programs. don’t ask for help as they can’t help very poor personnel.

  13. Tim Andrew

    My new Dell laptop cannot go onto a wireless connection. It did for 2 days. Dell wants 99.00 to fix it, and Microsoft wants 35.00. What happened to warrantees? Both companies are too big, and too independent, and both companys SUCK.

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