No, but I guess I will... michael_dell@dell.com. -- Regards, Thomas Cameron ----- Original Message ----- From: "R Melder at SPiN Internet Media" To: Sent: Sunday, October 19, 2003 6:55 PM Subject: RE: Dell nightmare > Did you copy them on this letter? > > > ..:: Randy Melder ::.. > 602-279-0135 - www.spininternetmedia.com > > > > > > -----Original Message----- > From: plug-discuss-admin@lists.plug.phoenix.az.us > [mailto:plug-discuss-admin@lists.plug.phoenix.az.us] On Behalf Of Thomas > Cameron > Sent: Sunday, October 19, 2003 3:26 PM > To: plug-discuss@lists.plug.phoenix.az.us > Subject: Dell nightmare > > > 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 >