I am currently in Dell Chat, attempting to get Dell to honor its warranty. My old LCD monitor had a bad column of pixels, and so was replaced by a technician. However, the entire new LCD has a viewing area much smaller than the old one.
My goal is to have a technician come out and replace the bad LCD screen, which I only have because it was installed yesterday by a Dell technician. The technician’s obvious goal is to prevent this from happening.
Update: After refusing several times, the service technician agreed to send out a new LCD screen and have an installer put it in. Persistence pays off!
I spent much of the time between lunch and dinner yesterday “fixing” my father-in-law’s new Dell computer, a process very similar to how I spent a similar amount of time “fixing” my mom’s new Dell notebook a bit ago. I say “fixing” because I’m sure Dell would claim nothing was wrong with it — only Dell’s bloatware. Dell puts so much nonsensical junk on its computers to make the machine nearly unusable. Programs loaded so slowly, and froze so frequently, that only critical tasks were done on it. Everything else waited for him to go to his office, and use his Lenovo ThinkPad.
About half the time went to removing general bloatware, and the other half to getting rid of the awful antivirus program.
It really makes me angry how bad Vista is in general, and Dell’s bundling in particular. A lot of people are like my mom or father-in-law: smart people who are new to computers, and have their experience really degraded by this nonsense.
A little more than two hours later, most of the junk was removed and localized versions of Firefox and 7-Zip were installed. At the beginning of the day I offered to install a fresh copy of XP, but by the end I had turned off most of Vista’s bugs (UAC, the annoying popups, etc) so that it was almost as good as a computer bought 2 (or 20) years ago.
Major props to both CitiCards and Dell for unexpectedly good, kind, and prompt customer service. Citicards waived a late fee for a check that really is (I hope!) in the mail (send off on the 21st, and never cashed). Meanwhile, Mike from Dell contacted me on my blog post, made some calls, and generally has been extremely helpful.
Thanks Citi! Thanks Dell!
I spilled coffee next to my laptop the other day. It didn’t spill on my laptop, but a slight warp my ancient desk (old, sturdy, and useful, though not an antique) made the liquid cool under the bottom vents of the laptop. So of course it stopped working.
I called up Dell, and they said they would send out a box the next day via DHL. Further, I didn’t even need to be home! They would just leave the box there, and then I would call DHL for a pick-up time.
Even better, after I hung up, they said to call DHL directly, and DHL would pick it up!
So I call DHL, they tell me the Dell email is in error, and indeed I have to wait for the box. Then, the delibery doesn’t come for two days. Even better, DHL left a note saying they couldn’t deliver, because a signature is required. In other words, Dell was wrong: I need to be home when the box shows up.
Fortunately, my computer since tried out and spontaneously started working on its own.
Updated: Dell customer service came through!
So I have my lawyer and PurpleSlog has his gripes.. let’s add Dell / DHL to the list.
My AC adapter died the other day, so I called Dell emphasizing the severity of the situation, noting that I oversaw the purchase of four laptops from them, and encouraging them to get it shipped the next day. Then… nothing.
Well, this morning, I received two emails from Dell, each informing me the replacement part was shipped on the 24th. Checking the DHL tracking number provided, I see that DHL (while not leaving any sort of note on the door) has already tried to deliver twice.
So (a) Dell, for its sloppy customer service, and (b) DHL (I think) for its stealth non-notification of delivery attempts.