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Lawsuit Shows Dell Hid Extent of Computer Flaws
Geoffrey.landis writes "According to an article in the New York Times, documents revealed in a lawsuit against Dell show that the computer maker hid the extent of possible damages due to a faulty capacitor in the computers it shipped from 2003 to 2005. Dell employees were told, 'Don't bring this to customer's attention proactively,' and 'emphasize uncertainty.' (PDF) 'As it tried to deal with the mounting issues, Dell began ranking customers by importance, putting first those who might move their accounts to another PC maker, followed by those who might curtail sales and giving the lowest priority to those who were bothered but still willing to stick with Dell.' In other words, the most loyal customers got the worst treatment."
This will surprise precisely no one who's ever done business with Dell.
http://www.badcaps.net/forum/index.php
It was more than just Dell having capacitor issues left and right.
Morphing Software
And take the lowest bidder from China...
And outsource your inspection, testing and QC,...
You deserve what you get. I am actually sorry to see this happen. I expected more professional management system.
How is it possible for the free market to not result in better products and service?
I swear to God...I swear to God! That is NOT how you treat your human!
This isn't just capacitors. I almost stopped doing business with dell completely after a client came to me with a clearly failed nvidia chip on a model that had the warranty extended for just that problem. They had called dell during the warranty period and were told it was an issue with the OS and they needed to reinstall. They trusted dell. They reinstalled. They updated their firmware. The computer lasted another few months with the problem getting progressively worse until there was no video at all. I tested the system and determined definitively that it was the nvidia chip and asked dell to replace the board. I was given the runaround being told how do I know and its out of warranty. I pointed out that the warranty had been extended and my customer had called them during that timeline and was given bad information by their support team. They fought it and fought it and fought it some more until I called the rep that I do large orders with for corporate clients, and apologized to him that I would not be ordering anymore servers etc. from him. I explained the situation and was called back by dell corporate the next day offering to swap the bad board for a refurbished one. It solved the problem, but it really shouldn't have to go that far. I love using dell servers, but having experiences like that do not make me want to use their products.
Get a web developer
The US Federal Government buys more Dell machines than any other major customer. And Dell sucks, really really hard.
Sure, their server hardware is OK, but it's just off the shelf stuff which is more expensive than a lot of competition, including the superb Supermicro. So, the only conclusion is that Dell has employees that suck a really good dick.
Now this comes out. I wonder what the total damage done to the taxpayer was? Probably in the hundreds of millions when you figure in the lack of services caused by downtime, contractor handoffs of parts before they actually get the problem fixed, and subsequent testing which is mandated at many facilities.
In other words, the most loyal customers got the worst treatment.
Political parties do much the same thing. The so-called base voters who would never consider voting for the other party (or staying home) can be and generally are ignored by candidates because they know their votes are secure.
Loyalty is a terrible position for a customer (or voter) to take. If you want results, insist on getting them up front, before you fork over the cash (or votes, or, in our political system, both).
Proud member of the Weirdo-American community.
Of course they prioritized the situations with the most impact to them.
What's wrong with that?
However, selling computers with an enhanced probability of failure at the same price as if they didn't have that is fraud.
And "reassurances that no data loss would occur when a PC failed" is just gob-smackingly stupid fraud.
the most loyal customers got the worst treatment.
In business loyalty is foolish. You always get better deal by shopping around. This is also true with jobs and women.
Jehovah be praised, Oracle was not selected
I'm not exactly sure why I was modded troll for this. The problems that HP had with DV2xxx and DV6xxx notebooks, particular with the nVidia chipsets is well known, as is HP's refusal to properly deal with widespread issues of overheating and damage.
The world's burning. Moped Jesus spotted on I50. Details at 11.
You have some very valid points. I've worked in manufacturing.
One thing to remember in this case, however, is the machines in question were not the Dell Crap line machines, they were the premium-quality Optiplex line, where you pay more to get a reliable machine for Enterprise users.
And the bad caps? Not the work of poor QC from a "Chinese peasant", but industrial espionage from some Taiwanese capacitor firms who had engineers steal a formula from from a company in Japan, but got it wrong.
And Dell bought low-end capacitors from cut-rate suppliers. They are not the first to make this mistake, but on your premium line, where you charge premium prices, you should be buying name-brand components. Good electrolytics are expensive.
This story was all covered by IEEE Spectrum. They have a story on the Dell scandal as well.