I've supported shops with several thousand of them, and only recently started running into these problems. -- Regards, Thomas Cameron ----- Original Message ----- From: "James Bunnell" To: Sent: Sunday, October 19, 2003 5:49 PM Subject: Re: Dell nightmare > LOL, I have 4 Dells, never had a problem. > > On Sun, 2003-10-19 at 15:26, Thomas Cameron wrote: > > I was a HUGE Dell fan from probably '91 or '92 until the last few weeks. I > > currently have an Inspiron 5100. I will *never* buy another Dell again. > > Let me make this clear - I would sooner eat worms than spend another penny > > on anything from Dell. Dell has gone to the dogs. > > > > The built-in Ethernet controller broke - the weak plastic retainer that > > holds the RJ-45 plug in place sheared off and the cable wouldn't seat. I > > called Dell support, spent 10 minutes getting through the menu and then on > > hold, and got someone in India who obviously had not done well in English > > class. It took over 5 minutes for her to just get my name entered > > correctly. Then - and I am not kidding here, folks - when she asked me what > > OS I was running, SHE ASKED ME TO SPELL WINDOWS! I just hung up and called > > back in. > > > > Again 10 or more minutes to wade through the menus and then wait in the > > queue. The next support tech I got was again in India and hard to > > understand, and he told me that in order to replace a broken integrated > > Ethernet controller, I would have to pay for it because it was "accidental > > damage." Just to ship it to them for diagnostics it would be $269.00, and > > if the motherboard needed to be replaced (which I knew it would) it would be > > an additional $699! Heck, the same model was on Dell Factory Outlet for > > that much! I tried to explain that the unit had not been abused or damaged, > > but I am a consultant who plugs into different networks 2-3 times a day or > > more, but he wouldn't budge. I wound up hanging up, figuring I'd just use a > > PCMCIA Ethernet card. > > > > Then I got mad and called back in. 10 more minutes getting my information > > entered and waiting in queue. I got a tech here in the States, explained my > > problem, and he said "no sweat, I'll ship a box to you to send in for > > warranty work." I was stunned, and I specifically said "How much is this > > going to cost me?" He said it was under warranty, so nothing at all. > > > > I called several times over the next FOUR WEEKS checking status - each time > > wasting 10-15 minutes on hold. All I got was that repairs were "in > > progress." I finally got the laptop back with photocopied letter stuck in > > it saying the laptop had been on "billing hold," and that they had "made > > several attempts to reach me," and they were returning the laptop > > unrepaired! That was total bull - I had called them two to three times a > > week and they never said anything about it being on hold. They also > > confirmed my freaking phone number every time I called in checking status. > > No one from Dell ever tried to call me. Turns out they wanted to bill me > > the $269 + $699 after all. > > > > I called in absolutely livid, and after doing the menu/hold dance for 10 > > minutes, tech support transferred be to customer care - where I waited on > > hold for another 10 minutes. Customer care told me they couldn't help me, > > that I needed to talk to tech support!!! After literally half an hour > > getting transferred back and forth and waiting in queue, I got a tech here > > in the States who was as puzzled as I was as to why it had not been > > repaired. I told him I was an IT consultant, that I really needed the > > laptop fixed ASAP, and he wound up overnighting me a new motherboard for > > free. I had the laptop fixed and happy in about 4 hours that evening, and > > sent the old board back. > > > > So, after four and a half weeks of screwing with those idiots, I finally had > > to fix the damned thing myself. Never again. Dell will not get another > > penny from me or any of my clients again if I can help it. > > > > -- > > Thomas Cameron, RHCE, CNE, MCSE, MCT > > Cameron Technical Services, Inc. > > http://www.camerontech.com/ > > (512) 454-3200 > > > > --------------------------------------------------- > > PLUG-discuss mailing list - PLUG-discuss@lists.plug.phoenix.az.us > > To subscribe, unsubscribe, or to change you mail settings: > > http://lists.PLUG.phoenix.az.us/mailman/listinfo/plug-discuss > > > > --------------------------------------------------- > PLUG-discuss mailing list - PLUG-discuss@lists.plug.phoenix.az.us > To subscribe, unsubscribe, or to change you mail settings: > http://lists.PLUG.phoenix.az.us/mailman/listinfo/plug-discuss >