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Dell Chastized Over Customer Service

Posted by ryuzaki0 on from the dude-i'm-still-not-getting-a-dell dept.

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."

2 of 169 comments (clear)

  1. I don't think it's related but... by Xest · · Score: 4, Interesting

    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.

  2. Their reputation is costing them business by Anonymous Coward · · Score: 5, Interesting

    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.