Dear Michael --
I know you must get so tired of complaints, but this one is a doozy. After calling India and talking on the phone for two hours with Tech Support I was finally told that the reason my USB card reader was malfunctioning (purchased USB card reader from Dell with Dimension 8400) was due to motherboard failure and it needed to be replaced. For two solid weeks I have booked appointment after appointment only for the poor on site technician (who really is over worked) to break and remake appointments day after day after day due to an incredible schedule.
Finally I got India on the phone again who conferenced me with the technician who promised me he had the motherboard and would be there the next day. He wasn't and he didn't call. I called him (yes, I had fortunately gotten his cell number from him). He said he had given my call to another group in Arlington, VA I think. They would install the motherboard. They never came. I called him back. He said he would come. In the meantime Dell was supposed to ship me a motherboard directly. They didn't.
Today he arrived and installed a new motherboard. The USB card reader still does not work and I cannot download the photos my business needs (my business is in my home). Mind you the USB card reader works on my laptop but, though it worked for months on my new Dell, it doesn't work on it anymore... not with the old motherboard and not with the new one. In the meantime, I am not sure if everything is working properly on the computer with the new motherboard. Not everything is as it was. I need to keep a log of what is wrong.
He said, "We just need to give you another USB card reader... not a motherboard." He called India (9/20/05 at maybe around 5:45 pm so you can check the phone logs) and was told by Danny (who refused to give him his ID number) that he "had a bad attitude". He was also told that I could only get another card reader if I contacted Image Mate directly (like they would listen to me). Case # 112146586.
Ben (ID 598514) was listening to this conversation without anyone knowing it and immediately called me back. He was very upset with how Danny had spoken to Bob. He apologized and asked how he could make it right. We asked for a card reader which he promised would be overnighted. (Order #590542603).
I used to buy Gateway but I have switched to Dell for good reasons. I have bought three Dell computers in the last year or so and have always enjoyed their excellent performance and outstanding service. Whenever I have had a problem, Dell has been available to help me. I have always been very satisfied with Dell's technical support. I keep coming back to Dell because of this exemplary service... until now. This has left a very bad taste in my mouth. Frankly, I am looking for another computer manufacturer who offers the kind of service you used to offer. I am a very unhappy customer.
Very best regards,
540 786-3935 (H)
Nations 1st deck firm on the web...
48,000 visitors monthly
The following is a follow up email sent to Michael Dell on 10-7-05. The subject is "From bad to worse"
Dear Michael --
After sending the above email to you I was contacted by Shirley Wells at 800 624-9897, ext. 7242523. We had a long conversation in which I laid out the complaints and what needed to be done. She stated that she would have English speaking, American based high level tech support call me on Monday, October 3 between 1pm and 3pm to correct the memory card reader problem. She also stated that I could ask Tech Support at that time if they would also help me get a 2nd Dell computer working with the new hard drive that Dell helped me install but was not able to get working without drivers which have now arrived on a CD.
When I asked if Dell could give me one year of free American based, English speaking technical support as a way of helping to compensate for a very, very bad and yet unresolved complaint, she said she would ask and call or email me with the answer. That was on Friday, September 30th. I still have not heard from Shirley Wells either by email or by telephone.
Neither have I received the phone call from Tech Support on October 3rd that Shirley Wells promised. I called Shirley a couple of days later and left word on her voice mail that Tech Support never called. I asked her to call me back. She never did. No one has called or contacted me.
To say that I am disappointed with Dell is an understatement. Your support for your computers is dismal. The technicians who have worked with me are apparently inadquately trained... and now I must believe that some of them lie as well. These are strong charges but perfectly in line with what has happened.
I will now post these two letters on my website where they will be exposed to 40,000-80,000 visitors a month. These letters will only be removed if and when Dell gets off its behind and supports the computers I purchased.
Very best regards,
540 786-3534 m/w/f 10am-1pm