My Message (A Third Attempt To Complain)
Problem Description:
I am not sure where to offer feedback to your company, I am hoping this is the place. Over the past few years my brother and I have each purchased Dell computers and my father has purchased one. They have all gone to the above XXXXX address. My brother, who can complain on his own later, has seen 2 hard drives fail already and has thrown his Dell in the trash after less than 2 years.
Last September I purchased the entry level $499 dollar laptop. To date, and despite 2 technical service calls, this laptop has been so slow in incapable it's barely functional. I could not be more disappointed in this machine. It's a shame you even offer this model to your customers because it is utter junk. Do you realize when you ship this thing that it can't even play the opening windows theme without stuttering? Or that playing a song in Itunes and using another application slows it to a crawl? For a new machine, less than a year, that's an outrage. I am looking for a new laptop once again as this one is not worth the plastic it's cased in and I have been completely robbed of my 500 dollars. My brother, my father and I, responsible for purchasing 4 Dells in the last 3 years, are through with this brand. The lost productivity, the aggravation and the knowledge that I flushed 500 dollars down the drain are my lasting memories of Dell. I'm sorry to say that my new search includes all machines expect the Dell brand.
The Hysterical "Response"
Dear Mr. Wampler,
Thank you for contacting Dell Online Customer Care.
I was concerned to e-mail in your letter in regards to your dealings with Dell. By bringing this to our attention, you provide us with crucial data in our ever-vigilant efforts to raise our standards.
I assure you that your situation is not indicative of the quality service Dell is capable of providing. I sincerely appreciate your taking the time to share your experience with us. Your comments are very important to us and will assist in making improvements.
Your feedback has and will continue to be considered in our ongoing endeavors to improve services. I truly believe that anything less is completely unacceptable. We take this information very seriously and will move to take immediate corrective action.
I have forwarded your message to management and they are listening to your concerns and will seriously be looking into this concern and work on making improvements.
I truly apologize that we were not able to provide you with an experience that was completely satisfactory to you. I assure you that this situation is not indicative of the quality service Dell is capable of providing.
Once again, I thank you for sharing your experience with us. Whether the feedback we receive is positive or negative, it remains a crucial tool for determining how we can best improve our products and services. I truly regret any inconvenience this matter may have caused.
If you have any other concern, please feel free to e-mail me and I will be more than happy to assist you.
Thank you for giving me the opportunity to assist you. Your case number for this interaction is 173864168. Please keep this number for your records; it will help us keep track of this issue so we can better assist you if you have any further questions or concerns about your issue.
If you require further assistance, please feel free to visit our Online Customer Care Center at:
http://support.dell.com
Thank you again, for contacting Dell Online Customer Care.
Respectfully,
Shubninder Kaur Gill
Rep ID 110778
11:30 AM to 08:30 PM CST
Dell Online Customer Care
http://support.dell.com
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1 comment:
No offense, but if you buy a laptop for $500, don't expect much. Consider that just the cost of the screen is generally at least half that, if not 80%+. Take a look at http://www.lcds4less.com/dell-laptop-screens.shtml
Least expensive screen there is $115, and that's for a 10.4" screen (and frankly I'm surprised at that). I'm just guessing but I bet yours is a 15.4", which ranges from $310-$490. And that's JUST the screen. To say nothing of the Hard drive (even the cheapies are $50-$100), Optical Drive (again $50-$100), Motherboard, Processor, Memory, etc. Even the keyboards for laptops can sometimes be outrageous.
Now, as for Dell's being pieces of crap I'll agree. Any of their low-end systems are garbage. Even their mid-range tends to lack in quality. To get a good laptop from Dell, you generally need to spend ~$2,000+. HP, Sony, Toshiba, Gateway, you tend to be ok around the $1,000 mark. HP's and Sony's are probably my favorite, mostly because of the parts used in a lot of their mid-range and high-end models.
Dell's support is atrocious, as is the customer support of most computer companies these days. The one bright spot (at least the last time I had to talk to them) was Gateway. Their call center was in Iowa (or Ohio, somehwere around there). In any case, they were American, and spoke English, complete with crazy mid-western accent. I don't know if they're still like that, though I was told they had no intention of moving their operations (Kudos!).
You weren't robbed, you just bought a piece of shit. Would you buy a brand new car for $5,000 and expect it to be great? Probably not. Not all computers are created equal, and if you go cheap, don't expect much. Your laptop, just in parts, probably cost in excess of $800-$1200, not to mention the software on it.
I've worked in the IT field for 10 years. I currently work for a large IT company, and it amazes me that people hold the manufacturers to standards they don't hold anyone else to.
Do your research next time. And if you go cheap, buy the extended warranty that covers tossing it out the window. There's a reason it exists. If the manufacturer doesn't offer one, buy the laptop from someone that does. More importantly, READ that warranty to be sure you know what it covers.
Be an informed consumer. Not a whining cheapskate.
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