I hate Dell
March 20th, 2008
UPDATING THE UPDATE
Jeez-o-petes this will be the longest post ever. However, from what I’ve been reading everyone has been calling dell the FACELESS company because consumer questions are never answered. Not anymore! The following e-mails have just been released via a Microsoft subpoena for the Dell Executive Marketing Team. I thought it would be nice to provide the information (though who knows how long they’ll be good):
Dell’s Executive Marketing Team:
Gretchen_Miller@Dell.com (512)728-0308
Samual_Burde@Dell.com
JIM_TOTTON@Dell.com
Kevin_M_Brown@Dell.com
Linda_York@Dell.com
John_Medica@Dell.com
Alex_Gruzen@Dell.com
Faith_Chenault@Dell.com
And the one lone contact from before
john_blain@dell.com
UPDATING THE UPDATE
Finally got in contact with John from Dell who wrote the very nice e-mail below:
I’ll keep my eye on it, but I have every indication it should ship in the next couple of days. If there are further problems with this, I will take immediate and decisive actions to ensure that not only do you get a system in your hands immediately, but also to make sure you are completely delighted with the outcome as a whole. There’s no reason we shouldn’t step in and do something extra in this situation regardless.
I’ve received my 5th delay notice shortly after this…
And shortly after that I canceled my order.
I ask anyone that reads this blog to leave a comment. Thanks to my web-stalking ways I know Dell reads this post quite often and the more comments about their crappy service the better chance they might pull theirs heads out of their ass and listen.
UPDATE
I tried to e-mail Mr. John@Dell this morning and received this back. Next time you leave a comment talking about communication it might be a good idea not to leave a fake e-mail.
ORIGINAL
I hate Dell. I hate it more than how popcorn smells (which I loath).
On March 4th I ordered a laptop (it’s beautiful and for me rather like expecting a new child).
On March 12th I received a delay message.
On March 14th I received my second delay message.
On March 19th I received a cryptic call asking me if I’d like to cancel the order.
I said “If I don’t-what happens?”
Response: “We’ll mail your computer tomorrow ma’am.”
Me: “Then mail it.”
On March 20th, the next morning: I receive another delay message.
I call enraged. Sent to voicemail.
I call the headquarters. Phone lines disconnected.
I call customer service who sends me to voicemail.
I send an e-mail. No response.
I send a fax. Line disconnected.
I call again. I’m pretty much told “Fuck you and wait. We don’t care if we have your business or not. It’s a mail-order company and it’ll get there when it gets there.” by Ashish, Employee ID: 162602.
Now while I’m in no way encouraging calling Ashish, Employee ID 162602 with some “motivating” phrases to get me my computer…I just might be ecstatic, elated, joyfully happy if you did.
Entry Filed under: wtf?
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1. Sarah Crabtree | March 20th, 2008 at 12:28 pm
Whoops! Sorry for making popcorn yesterday.
Won’t happen again.
And your Dell experience sounds hellish.
2. NickyCheese | March 20th, 2008 at 2:39 pm
“I hate it more than how popcorn smells (which I loath).”
Haha. Jessica used to make it everyday!
NickyCheese’s last blog post..The highest ATM fee I’ve ever seen (and accepted)
3. Margareda | March 20th, 2008 at 4:37 pm
I shall join the I hate Dell club aswell. FU DELL!
4. John@Dell | March 20th, 2008 at 5:31 pm
Kristin-
I am a support analyst at Dell, and ran across your blog.
I was able to find you in our system from your contact information in your profile, and was able to find your order in the system here. I double checked the configuration to make sure there wasn’t a problem with it. It is currently in production, but did have a couple of problems during previous production attempts. I am keeping an eye on it and getting in contact with the sales representative that put this order together for you.
If there’s any further problems with it, I’m on top of it.
BTW- Nice Blog! It’s good to see someone using their blog to fight the good fight, for a change.
John
Dell Customer Advocate
5. veeneman | March 20th, 2008 at 5:35 pm
lol. Dude, it’s a Dell!
Anyway, in the future I’d recommend newegg.com for computer hardware. It’s where computer geeks shop.
veeneman’s last blog post..Collar County Growth Trends
6. Richard Lorenc | March 21st, 2008 at 8:01 am
In the future I recommend an Apple, but you already knew that.
Still, the fact that a Dell rep found your site is mildly impressive.
7. libertyisforme | March 21st, 2008 at 12:55 pm
I second Richard’s comment.
I like how he described himself as a customer advocate…lol.
8. megananimous | March 21st, 2008 at 2:35 pm
Yeah, what shocks me is that they didn’t really tell you they couldn’t provide you with your computer right away, nor could they give you any sort of accurate sense of when you’re going to get it.
Their customer service SUCKS ASS!!! I would never buy a Dell after hearing your story. I guess I’ll go get in line and convert to Apple!
9. John@Dell | March 21st, 2008 at 3:08 pm
I couldn’t see what you received. The email I registered with is indeed my real email, and I will email you now. You should be able to respond.
Post here if you get the same again.
John
Dell Customer Advocate
10. John@Dell | March 21st, 2008 at 3:13 pm
@liberty-
customer advocate has been our working title for the past two years:
http://www.google.com/search?q=%22dell+customer+advocate%22&rls=com.microsoft:en-us:IE-SearchBox&ie=UTF-8&oe=UTF-8&sourceid=ie7&rlz=1I7ADBR
Sorry if you think this is humorous, it’s certainly not meant to be. We’ve seen many successes over the past two years, and it’s been a pleasure to be part of this team the entire time. Honestly, it’s one of the best jobs I’ve ever had: fixing problems and making people happy.
11. Laura | March 25th, 2008 at 9:35 pm
I CANNOT believe that customer service! How can a computer company not manage to deliver a computer! I’m embarrassed for them. I’m so glad I don’t own a Dell anymore.
12. megananimous | March 27th, 2008 at 9:32 am
WHERE IS YOUR COMPUTER!!!!!???!!!!!???!!!
Dell is seriously messing this up. Why would it take 3 weeks to produce a computer? I can walk over to the apple store at lunch and come out with a new laptop in under a half an hour.
Seriously.
DELL obviously doesn’t care about their customers.
13. Max Lancaster | May 9th, 2008 at 3:16 am
Oh! Great job!
Very good and useful post.
Thx, your blog in my RSS reader now
14. Beth | May 20th, 2008 at 10:52 am
I have spent the last 7 days ATTEMPTING to buy a new Dell computer. THREE SEPARATE ORDERS HAVE FAILED!! Here’s the saga:
Order 1 - Verified by Visa freezes, so I can’t pay. My discount coupon expires in a few hours, so I use my PayPal account. PayPal thinks I’m a hacker due to using a different card (the one on the account has been gone for years). Dell cancels the order due to PayPal’s fraud allegation. NOBODY once contacts me to see if I’ve actually approved this transaction, so I assume all is well. I then get an e-mail from PayPal to update my info due to suspicious activity. I comply, making sure my current cards gets on the account. TOO LATE - Dell has canceled the order and won’t re-establish it despite many calls to rude and incompetent people who like to disconnect me. I’m finally told that everything will be fine if I just re-order.
Order 2 - Found another coupon. This time, Verified by Visa works. Order is acknowledged, but never confirmed. When I try to get an update on the order status, a server error comes up. Many very obnoxious and unhelpful calls, transfers, chats, e-mails, and disconnections later, I am assured that my account is fine, the order has disappeared into cyberspace, and I just need to order YET AGAIN.
Order 3 - No snags while ordering, order is acknowledged, but again NOT CONFIRMED. In my paranoia, I go through several more calls. Amazingly I’m not disconnected or asked to wait more than several minutes for once. Still the same rude Indian voices on the other end of the phone, though, so I know I am actually still talking to Dell. I’m finally told my account has been sent to financial review. I’m not allowed to talk to anyone in any department about resolving this. They assure me I’ll be called back, but I’m pretty sure that’s not the case. Even if they did, I would tell them that they have lost my business forever.
I can’t believe I wasted all this time (and minutes on my phone, for that matter) dealing with Dell’s CRAP! I’M SUPPOSED TO BE PACKING TO MOVE TO ANOTHER STATE RIGHT NOW, FOR GOODNESS SAKE!! From what I’ve read, I’m probably lucky - at least now I’m not stuck dealing with them every time something goes wrong with my computer. Yeesh, how do things like this go unpunished? Shouldn’t there be a “better business bureau” that can kick Dell in the crotch??!
15. Dave | May 26th, 2008 at 6:35 pm
I ordered an Insipron 1525 with Ubuntu 10 days ago and got the order acknowledgement, but haven’t heard anything since.
3 emails have been ignored, 2 phone calls to India amounted to nothing.
The only saving grace is that they haven’t taken my money yet. Still, I have a bad feeling that this is going to go pear-shaped.
16. dell customer service&hellip | May 30th, 2008 at 6:05 am
[...] [...]
17. SELECT Cheese: - Blogivis&hellip | June 7th, 2008 at 1:09 am
[...] of comment envy, Miss Behavin’s now-classic I Hate Dell post of 3/20/08 is still getting comments. Talk about staying power — it should be entered in [...]
18. Nicky Cheese » Blog&hellip | June 7th, 2008 at 1:19 am
[...] of comment envy, Miss Behavin’s now-classic I Hate Dell post of 3/20/08 is still getting comments. Talk about staying power — it should be entered in the [...]
19. Glenn B | July 8th, 2008 at 10:25 pm
I to have been screwed by Dell. I ordered my computer 06/18/08 still no computer. The nvidia card i wanted is at the end of life. You would think some rocket scientist would just call and ask if the ATI card was ok (same price) and put it in. No i get to talk to sanjay the ignorant indian who doesn’t care. I get disconnected hung up on etc. All i really want is my money back. Dell if you read this I really hate you and your alleged customer service. Give me my money back. If the twisted sister that runs this site wants to and u (dell) ask for it she can give u my e mail address. Seriously you really need to get your head out of your ass.
20. Select CHEESE: The Commen&hellip | July 23rd, 2008 at 10:29 am
[...] I can get a blogging lesson sometime soon? Speaking of comment envy, Miss Behavin’s now-classic I Hate Dell post of 3/20/08 is still getting comments. Talk about staying power — it should be entered in the [...]
21. Lynn Ransom | August 5th, 2008 at 2:52 pm
I HATE DELL, WILL NEVER PURCHASE ANOTHER DELL (HISTORY OF AT LEAST 3 PURCHASES LAPS/HOME PC) - IMPOSSIBLE TO SPEAK WITH SOMEONE IN THE U.S. - THEIR ASSOCIATION WITH “DELL FINANCIAL” IS NOT A GOOD THING - A SCAM -DEALING WITH THEM HAS BEEN LIKE LIVING IN EXTORTION HELL - LOOKING AT PURCHASING A NEW SMALL BUSINESS LAP - PROBABLY SONY OR TOSHIBA.
HAVING GREAT FUN BAD MOUTHING THEM ANYTIME I CAN AT THE OFFICE AND LOOK FORWARD TO BRAGGING ABOUT MY NEW LAP-T- NOT A DELL
SO THANKFUL FOR THIS OPPORTUNITY TO VENT
22. Holly Durston | August 18th, 2008 at 4:03 pm
Dell Financial is the worst company I have ever had the displeasure of dealing with. They charge me late fees when my payment isn’t late, when I call to contest the late fee charged they tell me I can pay the late fee over the phone for an additional charge and they will pass my complaint on. I pay my invoice, minus the contested late fee and the next month they charge me late fees on my non paid late fee. aarrrggggg. This is exhortation plain and simple and without the funds to pay off the account I am at their mercy. Do I sacrifice my hard earned credit rating or cave to the company from HELL????
23. Bill Phelan | August 27th, 2008 at 1:11 pm
Does anyone have a corporate contact tel number in the United States?? I doubt it! What a freakin’ cowardly company. I’m GLAD they are doing poorly. I have a 942 printer that has been a royal pain in the butt since purchase. Can’t get ink delivered, misplaced the power cord but freakin’ DELL doesn’t have a universal AC power connector. Oh NO, some propriety cord you can only get from them…at what price??? What a crap company. Cant call them (directly) the call centers (in India and Panama) are staffed by a bunch of idiots. UGH !!!
24. Bob Klein | November 6th, 2008 at 9:09 pm
I HATE dell TOO! I’ve hated them for years!
My company installs small business servers and usually 5 to 10 workstations, depending on the size of the company. Due to dell’s advertising, many of our customers choose them for the workstations. (Hey dude, you’re gettin a dell!)
Our most recent order was for 5 Vostros with the Windows Vista Business Ultimate Bonus(?) XP Pro Downgrade (Huhhh?). Well, we got the 5 systems about 4 weeks ago and the customer called me and said they would like one more. So, I called dell and told them the good news….referenced the order number and then…. this is how the conversation went:
dell: Oh, Hi Mr. Smith (not my real name of course), so happy to hear from you. Yup! I see your order right here. Your customer needs one more?
me: Yup!
dell: No problem, ship to the same address?
me: Yup!
dell: same price as the other 5 okay with you?
me: sure is.
dell: Okay. It’s on it’s way………. and THANK YOU for choosing dell!
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ARE YOU FUCKING DREAMING!!!!!!!!!!!!!!!!!
Those IGNORANT, BRAINLESS, CUSTOMER LOYALTY GO TO HELL, SCREW MOTHER THERESA IF I COULD, ASSHOLES want to UPCHARGE me for the additional pc!! (I HATE dell). I’m supposed to call my customer and tell them they got the first 5 at $686 each but the additional one will be $803! (I HATE dell!) I won’t make that phone call to my customer. How embarassing! (I HATE dell!) I have spent at least 4 hours over the last four days trying to escalate this issue with them and they will not honor the original price. (I HATE dell!)
My language has been very tame in this post, but to all you I HATE dellERS, I gave them a DOUBLE BARREL of profanity that will make them think I’m the dell ANTICHRIST!!
So what’s my solution? As fate would have it, I got one of their cheesy promo emails today for a Vostro that is more Ghz, bigger hard drive, 17″ to 19″ widescreen, for $674. I’ll have to call the customer and make up some bullshit story as to why the extra pc won’t be the same as the other 5, but has a lot more for less.
Hello HP/Compaq, I’m coming!!!
25. Shannon Huggins | November 7th, 2008 at 1:02 am
I wish I would have read your post before I bought a dell about two months ago. I called the support line within the first two weeks. The Indian on the other line tried to get my husband to pry open my computer to resolve a problem with the air card slot. When I saw this, I took the phone away and said ‘no’ to the Indian on the other end of the line. After I convinced him that his solution had nothing to do with my problem, he gave me new instructions that resulted in me breaking the little pin that pops out the air card. That helpful dude told me I could now ship my brand new dell to a service center for some ridiculous period of time. I told him to forget it, I would pay someone else to fix it.
Crazy crap huh?
26. mark | November 28th, 2008 at 9:13 pm
“Why would it take 3 weeks to produce a computer? I”
-because its custom built u moron
“i can walk over to the apple store at lunch and come out with a new laptop in under a half an hour”
-yeah, and buy exactly the same shit everyone is buying at this store dumbass
27. garry | November 28th, 2008 at 9:16 pm
hey people!
If you hate dell, WHY THE FUCK YOU BUY THEIR PRODUCTS???
Go and buy some shit at the mall
28. Kristin | November 30th, 2008 at 1:19 am
In response to whomever and blah-blah. I was furious because my product was NOT delivered on the promised date, not once but 3 times. If a company cannot custom build a computer by a promised date then it should not included when the order is placed.
As for the mall…I was looking for a cheap computer. Those generally aren’t found at the mall.
In conclusion: I think you are both idiots.