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Dell Chastized Over Customer Service
The Register is reporting that Dell recently agreed to give into demands from the UK's Office of Fair Trading and alter the agreements that accompany their hardware. From the article: "The OFT has spent the past few months sparring with Dell over the company's terms and conditions. The two organizations recently agreed to settle their issues with Dell changing contracts and making them "fairer to consumers," the OFT said. The specific changes, however, remain secret as neither the OFT nor Dell will reveal exact terms and conditions alterations and as Dell has kept old contracts online."
You said it all.
I'm sure we all have a "Dell sucks" story, here's mine: financed a refurb laptop as a small business. The machine crapped out. Dell tech support is an oxymoron. I refused to pay for a defective unit only to be informed that the financing company owned the debt (Dell Financial) and they were not responsible for the actual product (Dell proper).
When a company is keeping secrets, organizing shelter corps and playing other liability games, it just annoys me. When consumer advocates call vague promises like this a solution, it makes my hair fall out (of course, that's probably because I keep tearing at it).
barack to the future?
I wonder if OFT is also looking at Dells practice of advertising incredibly cheap computers then trying to convince people who call up to order that they need to pay an extra £100 to upgrade the RAM from 256Mb to 512Mb if they want to use broadband, because this PC they advertised "will only work with dialup". Or trying to upsell to the next model up, because this PC is end of line stock, and will "not work anymore in six months time".
1 step forward for individual rights... followed by 50 steps backwards for same rights. That's the way it seems to go.
I'll never make that mistake again, reading the experts' opinions. - Feynman
And as a result of all it's cost cutting and cut-throat business tactics, Dell may eventually implode under itself. I'm not saying it will happen overnight, but like many here on Slashdot, I work "in the industry." I work for a small computer sales/service retailer, and over the past 2-3 years I've experienced a sharp increase in the number of Dell computers coming in for service, relative to the number of other brands. Granted, many were for virus/spyware infections, and the large number may be more because of larger market share. Beyond viruses though, I have seen more than enough Dell components fail, particularly the lower end/bargain models, both Desktops and Laptops. Ordinarily that wouldn't bother me, but I've heard from customers how bad Dell support is now, with the call centers moved offshore. I've had to fix Dell computers still covered under warranty because the owners got so fed up with trying to get help from the support lines.
A number of years ago, Dell built it's business up on quality parts and service- winning numerous awards for customer service, and were recommended all around. The beige box Dells in particular, which went for over $1500, were pretty solid machines. Back when profit margins were high enough to cover the costs of quality support. Now the conditions of the market have changed, and Dell has to trim the fat off what's already become an anorexic business model to stay competative. People who once came in to my shop swearing by Dell now swear AT Dell, and promise to never buy anything Dell again, after their 6 month old Inspiron 1150's LCD inverter burnt out, and Dell refused to replace it, even though it had a year warranty. Despite numerous calls, all the call center would say is insert the recovery CD and reinstall the operating system.
Bottom line- Dell became the bohemoth it is now based on reputation of quality machines. Take the quality out, and they are just another retailer. They still enjoy brand recognition, and the higher end systems aren't too bad. But they grow marketshare by offering $299 PCs, and $699 laptops to anyone who thinks any Dell is a good Dell, even if on the cheap (without understanding that You Get What You Pay For). As a result, it's userbase will slowly erode away.
You, my friend, have had far better experiences than I.
I just bought a laptop and other items from Dell (first time buyer from Dell). As is my usual practice, I searched through my computer to verify that it was as ordered.
I found that I had a question over whether I received the sound card that I thought I had ordered. Very simple problem, right? Think again. Three hours later and a couple of clueless but undoubtedly hard working Indian folks later, I finally spoke to someone with a sufficient skill-base to answer my very basic question. I, in fact, had what I ordered. Wow!
I love all the hardware I bought, but the customer service has been absolutely horrible so far. Horrible, I say!!!
Dell carries out extremely deceptive marketing practices in the UK, they often advertise on TV and by mailshot really low price laptops and such, however if you phone up for the offer they wont sell you it and will offer you it at a higher price, even if you give the specific offer code. When I spoke to trading standards they acknowledged it's a problem but that as long as they can prove they've sold a few at that price then it doesn't matter if they then try and screw a few thousand other people on it.
Dell definitely needs kicking into shape, their customer support is attrocious and some of the tactics they use are borderline, or at least should be outright illegal.
It's just a shame that trading standards are merely getting them to change license agreement or whatever instead of really doing what needs doing - hitting them where it hurts with fines/legal proceedings as they deserve for their disgusting practices.
I was about to buy a laptop from them and did a little online research. The stories of incredible bad service that I read convinced me that it was too much of a gamble. Most of the stories revolved around people spending weeks and months trying to convince Dell that their hardware was broken so they could return it for repair. I didn't buy a laptop from them.
This situation is way past ironic. Dell got its start by convincing customers that it was safe to buy computers on line. The service was good. Dell sold good hardware that didn't break but if it did break, there was no problem getting a quick repair or a new machine. Boy, have things ever changed!
My WAG is that there won't be a Dell in five years.
What I find most interesting about Dell, is that unlike other companies, even their *sales* department is run by a call centre in India.
The comparison ends there, with Dell. In my experience they are helpful to a fault and bend over backwards to help you out. They are the true model of how Indian Call Centres should be: helpful to the economy but most importantly, helpful to the customer and so incredibly friendly they would do *anything* for you if their English ws good enough. As this article suggests, YMMV.
About 5 or 6 years ago, on my first Dell PC, my 40gig hdd died. I called them up, and by the end of the week had a brand new one in hand.
Just last week I realized I had left my OEM XP installation disc and Dell resource CD at my ex's house. Again, called them up and the next day had new ones at my door.
pSc
Proud Rememberer of the BBS Days.
"I've never had to send anything in for warranty repair, so I can't comment on that."
My first laptop was a Dell. I remember when I ordered it, it took a whole 2 weeks for it to arrive. I was eager to recieve it. As a joke, I'd call the receptionist and ask if it had arrived yet. (She was in on the joke and found it funny... well not after the 3rd time...) 3 months later the screen went out. I didn't pay extra for a special warranty or anything, so I wasn't expecting a quick turn around on the repair. I called on Tuesday. On Thursday I recieved the package to ship my laptop back in. I figured "Great, two days just to get a box to me... guess it'll be a week or two before I see the machine again." I mailed it off on Friday. Monday morning I got a phone message from the receptionist. "You just recieved a package from Dell." "That is not funny." and I hung up on her. 2 minutes later she walked into my cube with a box in her hands and an amused look on her face. (Ok, it was a little more work for her, but she still enjoyed backfiring my earlier joke.) I pulled it out and blammo, had a working laptop. I was stunned that they actually turned it around so quick. I mean... did they work on a Saturday for it?
I'm not going to make broad generalizations about Dell's quality or customer service. I don't have the experience with them to do that. I can say that in my particular case the service was good and the turn around was excellent. Other than this incident with the screen, it was a reliable stable machine and every bit worth the purchase price. This was in late 2002, if that makes a difference.
There's no real point to be made here other than "Not every single customer of Dell's is unahppy."
"I like to lick butts!" by MobileTatsu-NJG (#32700246) (Score:5, Informative)
Unfortunately, that is not what happens in the US. Politicians talk about punishing a corporation/organization/group/market that consumers don't like at the moment. They keep passing, or trying to pass, laws persecuting that group until the people start caring about something else. It is vote buying. It is happening with "punish those oil companies for making money", "tax the evil rich", "stop those evil flag burners" etc. right now. It does often end up harming the persecuted group, but it never helps normal people.
I think corporations should follow the law, but they shouldn't have many more restrictions than an individual (they should have less rights). When the government starts regulating contracts that individuals and corporations enter into, beyond making sure that essential rights are not given up, it ends up being harmful to everyone. The people are competent to deal with companies that don't treat their customers as well as they should.
Stupidity is like nuclear power, it can be used for good or evil. And you don't want to get any on you.
No, Microsoft will not make any of the concessions, because to do so would destroy their monopoly. Their monopoly depends on their control over the protocols and file formats they use.
But I do agree with you that they won't pay all of the fine. In fact, I don't think they'll pay any of it.
Microsoft believes themselves to be above all laws except those they make. They will not tolerate anyone telling them what to do. Because of that, they will refuse to pay any significant portion of the fine (they might pay a very small portion of it as a stalling tactic, but they won't pay a cent unless they believe it will help them ultimately win against the EU). Microsoft wants nothing less than complete domination of all technology, and they have the means to achieve that. Now that they've learned how to bribe and extort governments, nothing really stands in their way.
I predict that the EU doesn't have the spine to take this as far as it needs to go. They could do so only if there are numerous people in high positions in the EU who are incorruptible and untouchable. Such people almost certainly do not exist. That means Microsoft will ultimately win.
Use 'slashdot stuff' in the subject line in any email you send me if you want to get past the spam filter.
A salesman (not for Dell obviously) once told me that Dell sometimes uses refurbished parts in new machines, and that it's mentioned in their Terms of Sale. Sure enough, the terms contained this: > Dell will ship products that have the functionality and performance of the products ordered, but changes between what is shipped and what is described in a specification sheet or catalogue are possible. The parts and assemblies used in building Dell products are selected from new and equivalent-to-new parts and assemblies in accordance with industry practices. Spare parts may be new or reconditioned. So how suspect is this? I have a feeling the salesman was blowing smoke because he couldn't match Dell's price. I haven't been able to find many complaints about this clause anywhere on the net.
I've got a similar story relating to Dell monitor woes...
We got a slightly damaged 20" 2001FP Dell monitor, very nice indeed. Damaged during removal at a school, the removal firm owned by relatives, they replaced the monitor with a new one and we got the old one from them. It came sans power cable. Simple, i thought, until i realised it was non-standard and a weird Dell connector. I'll ring Dell, navigate their tech support for the correct part and then order it. Even if it's £30 or so, it's worth it.
When i get the nerve to call Dell i get through to tech support, obviously UK based. Had to give them a Dell ticket or something, which we eventually got from a random barcode on the monitor (Seeing as i didn't actually purchase it). Got the Dell part number off them in a few minutes and was put through to sales. First guy, Steve with a strong Indian accent, asks what i need. I say i'm ordering a power cable for a monitor and give him the Dell code. He asks if i want to buy a Laptop... I repeat to him i want a "power cable" for a "monitor", again he asks if i want a laptop. I repeat it one final time, very slowly, and he says i'm in the wrong sales section and puts me through to another person, a female with another strong Indian accent.
So i repeat the procedure with her. She's a bit better, she tries to sell me a monitor instead. She then realises that i need a spare part, and puts me through to the correct department. The phone rings as i'm put through...and she answers again! I then get a garbled message along the lines of "Sorry, i don't understand what you want", gives me the first department's number and transfers me somewhere else. I finally get an English guy on the phone, who says there's a few left in a warehouse costing £97.35 including VAT and P&P. I hung up.
The one phone conversation was over 20 minutes and the most expensive on the bill.