Dell Computers - The Consumers Complaint List-In the Public Domain

I thought you might be interested in the quite appalling customer service my girlfriend and I have received from Dell Computers during the past month. The 'assistance' they have given us has been at best amateurish and at worst rude.

Our trouble started when the PC we ordered from them didn't work. We complained to Dell about this over the telephone, and were amazed when the operator insisted that we should try and repair the machine ourselves. After 45 minutes of taking the PC apart, we eventually managed to convince the operator that this was a pointless and dangerous exercise and that the PC was faulty.

However, he insisted that the PC should be repaired rather than replaced, a situation we found to be extraordinary and has subsequently proved to be in breach of a number of Consumer Acts. Regardless of this, the PC was eventually taken away for repair.

When it was finally fixed, we spent the next two weeks constantly having to phone Dell to arrange delivery. Due to their inexcusable unprofessionalism, my girlfriend and I had to take four days off work as waited in vain for the PC to turn up, and we also spent a staggering five hours on the phone to them as our delivery date was constantly changed or seemingly forgotten about.

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I will spare you the full catalogue of errors that Dell made, but the fact their staff were constantly unwilling and unable to help us was utterly infuriating.

Needless to say, I have given up trying to speak to Dell about any sort of compensation for our phone calls (which were charged at a local rate), or for the time and anxiety this has caused. On any normal occasion we would demand a refund; unfortunately we have neither the patience nor the life expectancy to speak to anyone at Dell again.
Yours faithfully David Sanders

Editorial Comments

update on 25 March 2003 from MR Sanders:

" Many thanks for your email, what a great service you offer. No sooner had this appeared on the site when Dell decided to reply to one of the numerous emails I had bombarded them with. As compensation they have offered us an extended Current Warranty to 3 Years on-site which we've accepted, but only because it's a miracle they have offered us anything at all given their previous track record.

I'm still annoyed we have had to pay them so much via their 'help' line so I hope my complaint will remain on your website. Thanks again for your assistance".. David Sanders

Previously:
Not very helpful response from Dell on 24 March 2003:
"I am sorry to hear of your issue. The appropriate address for official complaints is: Mr. Aongus Hegarty MD for UK & Ireland

Dell Customer Relations, Boghall Road, Bray. Co. Wicklow, Ireland.
fax.: UK 01344317040. EIRE 012040769 Kind regards Customer Care"

update on 16 May 2003 from Mrs DS:
"OK, on 1st April, appropriately enough, a man from Dell, (in India!!) said we would get a refund on our faulty computer. It took 3 separate days waiting for a courier, before the goods were finally collected. Eventually they were, but we still have no refund and Barclaycard are now charging us interest on the amount owing, which we have a dispute against. So, over £15 of phone calls and £35 interest has been wasted on a computer which we don't have.

"It's not fair is it??" .. Mrs DS

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