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" <
kibo@forensicsx.net>
To: <
plug-discuss@lists.plug.phoenix.az.us>
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
> >
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>
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