Why This is my Last Dell

I am writing my share of Naked Conversations on my Dell Inspiron 600m notebook computer. Of all the computers I have owned since 1983, this one is my favorite.  I cannot tell you hw much I've enjoyed its flawless, efficient performance. The screen could be a tad better, but it is an ergonomically superior product purchased in June 2004 for what at the time was a remarkably low price.

It's a shame that I probably will never purchase another Dell product. I have had no service problems, so I cannot tell you how thir support performs first-hand.  But BL Ochman, is part of my personal trusted network, and she went through Dell hell and reported on it here. I don't know Jeff Jarvis personally, but because I often read his blog, I trust what he has to say and I've come to respect his judgement. Dell told him what he thinks doesn't matter to them, but it does matter to me.

This is of course old news to people who spend time on the blogosphere, a number which is doubling every five months.  But here's the update.  Last night a friend, who doesn't visit blogs very often called to ask me if he should buy a Dell.  I told him, I liked mine but the company seems to be getting arrogant and unresponsive.  I told him that I have heard a couple of horror stories about them and I won't buy another one.  I hadn't realized it until I said it.

Robert and I are so close to completing Naked Conversations, that there is no place to write about Dell in the portions remaining.  But we've agreed that we really need to insert something about them and BL and Jarvis in our revisions, probably Doing It Wrong. Maybe our book will reach one million people, or maybe just three.  Who knows? But I hope Dell figures those people matter as little as Jeff Jarvis.

Then there's this blog.  We reach a few people.  We want to make certain those doing a product search get the message so I'm typing in the words "Dell Sucks," just so we land right on the search engines.  I hope this doesn't matter to Dell either.

Comments

[Blaine Moore]

I don't really see the point of the rant. Sorry.

[Gary Potter]

Strong! Well done.

[Jack Nork]

Hi Shel, you've probably already seen this, but I thought it was interesting how Matt Galloway attempts to use blogpulse to track if there is a direct correlation with Jeff Jarvis' original "Dell sucks" blog posting and an increase in negative buzz about Dell in the bogosphere. (Link) The initial results are inconclusive, however using blogplus to track buzz (both positive and negative) is a great idea! It would be cool to see if your posting causes a spike.

[Jake]

I'm confused... you've had a "flawless" computer that you got for a great price, but won't buy that brand again because people have had service problems, one of which (BL's) was resolved with a free digital camera?

I don't quite follow why you are turning from Dell. Are you saying that Jeff and BL's stories have enough of an impact on you that you'd turn from a brand you've had good luck with, just in case?

(Not trying to be a smart ass, really trying to understand where you're coming from)

[Jeremy Wright]

I'm with Jake. Turning on a company because of others' negative experiences, in spite of your positive ones? Shouldn't you be being an evangelist for them, or at least tempering the discussion, instead of jumping on with something you don't actually agree with...

To quote Jake: Not trying to be a smart ass, really trying to understand where you're coming from...

[B.L. Ochman]

I don't know that I will never buy another Dell, but if I do it will only be because they are the devil I know.

I had more than one awful service experience with them. I blogged the latest one because, as you know, I am not the type to suffer in silence.

I would completely discount any comment, negative or positive, that didn't include a valid name and email address because the most vitriolic people on the planet hide behind anonymity.

But when TWO people I know and respect share their bad experience with a company, I take heed just as you did.

Companies need to sit up and take notice. The problem with Dell is that they are arrogant to customers.

A $30, 2 megapixel digital camera did NOT make up for a wasted day of my time; for me being out of business while my computer was down; for ignorant tech support or for sheer aggravation. And I also had to re-purchase my accounting software because some dimwit in Dell tech support told me the problem was the software and not the Dell hard drive.

Keep the camera. Give me service!
BL

[Roy Blumenthal]

To Jake and Jeremy...

I completely understand Shel's reaction, and his subsequent actions. This is how I read it (Shel, please correct me if I'm misreading you):

(1) Shel, a loyal and devoted Dell user, suddenly gets confronted by two authoritatively reported negative experiences with Dell.

(2) His emotions are engaged in a negative way, somewhat bypassing his intellectual processing mechanisms. He's not quite sure why he's reacting like this, but he is.

(3) When he examines his feelings, he realises that his devotion to Dell is habitual, and now he needs to examine that devotion.

(4) He realises that if Dell is publicly slamming the holders of the two negative opinions about Dell, the two authoritative negative opinions, then they're probably feeling rather arrogant about ANY opinion. In the real world, any customer IS an authoritative opinion holder and opinion maker. They SHOULD be listening to people's opinions. EVERY person's opinions!

(5) He then figures that the arrogance is a sign of complacency, and that excellence is no longer a priority, and that customer service within Dell is dead.

(6) He realises that much of his reaction is taking place in the emotional realm, which is where gut instinct lives. And he probably figures that it's best to trust one's gut. Blammo. Dell is dead for him.

(7) And he probably figures that he can contribute to Dell's continuing success not by being a "yes-man", but by being an activist. If his blog can influence Dell's fortunes, maybe they'll be forced into a board-level rethink about how their company is being perceived in the world, and that they might return to decent values.

Am I close, Shel? If not, well, then I'm just projecting. Cos that's the logic train I'd be on in your shoes.

Blue skies
love
Roy

[shel Israel]

Thanks Roy,

I can't figure out what is so mystifying about what I posted. Nor do I think it requires the degree of analysis you've submitted. My view is quite simple. People I trust have stated with passion and first-hand testimony that Dell is behaving with arrogant disdain toward customers. It hasn't happened that way for me in the past. But I think it very well may be my experience if I continue doing business with them. I'll take my business and my word of mouth endorsements to a company that acts in customer friendlier ways.

[Jake]

"I can't figure out what is so mystifying about what I posted. Nor do I think it requires the degree of analysis you've submitted."

Shel, so sorry to have wasted your time then.

Roy, thanks for the insight.

[geekgirl2]

It is amusing for me to read the Dell Sucks & related posts as Dell is well & truly on my shit list now. Two weeks ago they lost 2 pallets of Dell PC equipment that we had ordered several months in advance for training across Australia. Dell could not tell us where our equipment was nor did they seem to care. We ended up having to rent equipment to deliver our training at vast costs. Has anyone from Dell even called to apologise? NO THEY DAMN WELL HAVE NOT. TRULY DELL SUCKS BIG TIME. Next time I'll probably buy IBM!

[ForWhomTheDellTolls]

Dell seems to have alienated a lot of people. I, for one, am interested in trying to show people firsthand what it is like to troubleshoot a problem through Dell's Customer Care, in hopes that they can prepare for a difficult experience if their product breaks down. Hopefully, this will contribute to Dell's improving its service strategy.

[Jon]

I have a 600m and I have had to have the motherboard replaced about 6 times now. I wonder why your's is great and my is a POS.

Needless to say, their techsupport is a step above useless.

[shel Israel]

Jon,

And because their support is useless, we will never know the answer to your question.

[t.webber]

After reading the reviews from many people about power supply problems of Dell computers, I believe these problems happens so frequently on Dell Dimension desktops. I have a Dimension 4600 for two years. I usually turned it off if I did not use it for hours. This could save power and also save the lifespan of the power supply, but my power supply was still burnt. I ordered a regular ATX power supply from newegg, it's only $8 including shipping and it works! Hopefully this power supply can last for five years.

I will never buy a Dell computer in the future since the quality is really bad. My friend's Dell notebook burnt the motherboard several month ago. I used to think Dell desktop was reliable, but I was wrong. Just by doing some research, I know that Dimension 4600 may also easily get motherboard burnt--if you don't believe me, just take a look at eBay to see how many 4600 motherboard auctions there. It's much more expensive to fix that problem... So the experience to using a Dell computer is like
SPEND $100 LESS; CROSS FINGERS FOREVER.

PS., If anybody got the same problem and want to change the power supply, just lift and remove the green cover of the CPU fan first. That's gonna be easier.

[Adsense-geek]

I think that it's great you're taking a stand against corporate arrogance, but what I think is even cooler is the power of the blogosphere to influence thousands of people to take the stand with you. Well done.

[Best Dental Marketing]

I had different PCs, starting with Compaq that were awful and ending with Dell. I see most businesses buying DELL for one reason only ... Dell labeled their computers as the sign of success for any business. I visit dental offices and these guys don't have a marketing plan, but they have 4 DELL PCs that make them think they are a success. This is what I call branding.

[Kim Chen]

Dell Inspiron 6000D will be our last Dell.

Find out WHY so that you will never want to own a Dell.

1. Dell produces delicate and easy-to-break parts;
2. Dell’s software is not user-friendly;
3. Dell produces proprietary parts so you get stuck with it once you buy a Dell. No one is able to help you but Dell;
4. Dell is happy to help you to fix an AC connector for $500; and to connect one computer to wireless network for $158.
5. Dell does not care about your feeling of being cheated.

[linda]

obviously they have never responded to me, my blog or email

here's my shortened story
I bought a Dell Laptop Inspiron Computer for approximately 4 grand in 2001, with next day in home service for 3 years
(thought I covered myself...but was mistaken)
Long before it was 2 years old I had to have a repairman come twice (which took weeks not the next day) to replace plugs and another time a burned out screen.
With a year and half still on my contract of repair, my screen
was burning out once again only this time no one showed up to repair my Dell Laptop, not days, weeks or many calls along the way as well...I was left with an inoperable laptop with more than 2 years of payments left!
I called Dell Support and Dell Computers constantly
(most calls appeared to be undocumented other than by me, I learned on most subsequent calls)
Finally I stopped making payments and then found myself at war
with numerous Credit Recovery Agencies. My Dell inspiron with "the works"
is a very heavy paper weight in my drawer
(I refuse to return it as no credit will be given to me for my 2 years of payments!)
I would call and respond to every Credit Recovery Agency that was known to me and explain the problem and dispute the collection claim with names, dates, and the truth of the whole matter.
Some Collection Companies would note the dispute and refer
my case back to Dell, others refused to, and it was put on my credit report, which ultimately I believe cost me a reasonable Home Loan in 2005. Here's the home I wanted to purchase in Idaho
There have been 8 Collection Recovery Agencies involved and it seems it will never end!
My statement on my credit report now includes my statement of the fact my $300.00 Walmart computer has outlasted
(Almost 3 years old)
Dell Computers $4000.00 Inspiron Laptop!
I am still harassed by new credit collection agencies Dell sends it to.
Please be aware of my Dell Computer Nightmare, and don't go to Dell Hell as many have.
Boycott Dell Computers.
Thank You,

[Robert Meaders]

I, four weeks ago, purchased a dell Inspiron 1405. It will be the last thing I ever even consider purchasing from dell; I -knew- I should have bought a refurbished IBM, but I was tempted away by said "Spend 100 dollars less, cross fingers forever." Two weeks into the purchase, a week after it was delivered, my hard drive burned out.

Then began the tech support quest, one that began with a calm telephone call and ended with me roaring. Three days later, a new hard drive arrived.

After putting it in, another hassle because the screws they use are the easiest scraped things on the planet and they tighten them far to much, I turned it on and procceeded to reinstall all the programs I need.

Yesterday I decided to update drivers and do things of general maintenance. This has of course turned out to be impossible because, for whatever reason, it is impossible to install any of these new drivers.

I have come to the conclusion it would be best if I used this piece of junk to write emails, documents, and do some surfing provided I am protected by the beauties of Mozilla Firefox.

Dont
Buy
Dell
If
You
Value
Your
Sanity.

Mine has been crushed.

[sid]

dell sent me USEDDDDDDDD(used) parts that I had to install myself!!!!!!wow what terrible service.i will never buy dell again

[Giuseppi Garibaldi]

On the 29th of November, ‘06, I helped my ex-wife and my ex-sister-in-law to buy a couple of Dell machines, a laptop and a desktop, one for each. After two days configuring machines at Dell website, in order to adjust the budget (which is cheap, so I had to make the most of it) I spent almost one hour with the sales guy on the phone (this is Colombia, and none of them had credit cards, so we went for cash in hand, instead). First surprise: the configuration tool at Dell’s website does not reflect the real world. You can add as many things you want, but the tool is not prepared to say “if you put this, you have to take that out”. Well, compatibility problems are not what you would expect in this kind of deal, otherwise Dell would not be such a huge company, I thought. I got a little upset, but then, no good would come from insulting the sales guy. I had to make the changes “on the fly” (thanks to 20 years assembling bloody computer parts) and I got a decent deal of machines, if not very upgradeable, because the parts that I threw away compromised future upgrades. The guy (Mr. Fabio Flores) said that he would send an e-mail to each one of them with instructions about how to make the payment. At that point, I left them because the bank was not my concern, assembling the machines according their needs and budget was my job, and a hell of a job well done. But there was something slightly surreal about the instructions: they should scan the bank receipt concerning the money transfer, and send by e-mail to him, so he could confirm that they had paid. They did everything as instructed, and that same day, the money was already on Dell’s hands. Mr. Flores (which I came to know later, was located at a Dell Call Center in Panama) said if there was a problem, he would let them know. On the 4th of December (5 days later), he sent an e-mail saying that he could not order the computers because “the bank receipt they sent is not proof of payment, what is needed is a letter from the bank indicating the transfer succeeded”. At their bank, the manager said he could try to get such letter, but could not give any guarantee that Dell’s bank received the money. He could only guarantee that the money left the accounts. It took 3 days to get the letter, and then, at Dell, they said they could not accept such letter. I was, then, aware of the situation, and I kept thinking: “this is bloody ridiculous, they are a computer company, they *MUST* have some sort of system that controls everything, from the manufacturing plants to the CEO coffee machine”. After 8 days, they had no money anymore, no computers, and no solution. And I was wrong. Dell is a crap company, I started searching with Google, and – voilà – there is an awful load of people that simply *HATE* Dell. My ex-wife is a hotheaded woman, and started calling Dell. I think they deserve her rage, and boy, they will suffer with her. They are a bunch of incompetents, they cannot communicate internally with each other (she said that after being transferred from desk to desk during the phone calls, she had to tell the bloody whole story again to each of them, she knows it by heart now), and they have no means to verify their own bank accounts and cross check the customer’s information. They kept giving excuses, like “this bank account is no good” (because they had 2 bank accounts listed in the e-mail they sent – why 2 banks if one of them is no god?), or “a money transfer is no good, should have been a deposit” (why would they instruct a money transfer in the e-mail if they cannot accept it? Would it be some kind of joke? “Ha, ha, we took your money, now piss off and do it right, your bloody poor 3rd world hispanic woman.”). After that, she decided to go to Dell’s bank, and explained the case to their manager. Even thought he *CANNOT* reveal information about the bank’s clients, after 2 days he decided to help and gave an official document saying the money had arrived at Dell’s account on the same 29th of November, detailed with sender, recipient, amount to the cent, time of the transfer, everything. But Dell likes things complicated, so now they are not receiving the scanned document by e-mail, but instead, they gave a fax number – which plainly *DOES NOT EXIST*!!! And absolutely no-one at Dell can explain either why they are not receiving the e-mail anymore or what the correct fax number is. It has been 2 weeks since Dell stole their money, 2 weeks since Dell has their money in the bank account, with all the rates of interest, and until now, there is no bloody computer, no purchase order, nothing. Tomorrow they will visit a lawyer, to see if they can sue Dell. I suspect Dell is not a company at all, but an intergalactic mistake. Some alien race, after hiding for some time on Earth in order to avoid the paparazzi due to an embarrassing freak accident whit an anteater, left behind a portable black hole, which was discovered by the U.S. military. They built a factory to conceal it, and now they experiment with it, searching for new and bizarre weapons, like the one that forces the enemies to call a Customer Center and put them on hold forever, while the power of the black hole sucks their brains through the phone cord and drives them mad. It is the only explanation. Behold, the truth is out there, somewhere, but the Big Brother is always watching it. Abandon all your hopes.

[Robert]

My business laptop was Dell. In three years I've had two fried motherboards and a faulty memory chip...however generally they seem to be quite good for reliability - companywide.

However here's my latest experience from a personal order:

"Walsh Western had arranged for delivery of my laptop between 8am-12pm on 11th April.

I called at 11.30am and was told to try back at 12.30pm if it still hadn't arrived.

I called back at 12.30pm and was told they had contacted the courier where the courier had told them they had an IT error and all AM deliveries had gone out as all day. It would e delivered before 6pm.

I called Walsh Western at 3pm and was given the details of the courier company, Business Post. Upon calling Business Post they told me that they had no record of the consignment in their system and that the assignment had not been consigned properly. They said it was never on the drivers list to be delivered and they had no record of it in their systems.

Upon calling Walsh western they put me on hold and called the courier who told them that they did actually have it in the depot and hadn't delivered it as they had a shortage of drivers.

After having booked a morning off work to take delivery as Dell won't deliver to an alternate address, I then had to take an afternoon off work as I was told it would be delivered this afternoon.

I then called back Walsh western to ask if I could collect from the depot. At this point Walsh Western then contacted the courier who told them that there was no point as they have misrouted one of the boxes.

Now I'm being told it will be delivered tomorrow - and will have to take time off work again.

What compensation are Dell going to offer me for this mess?"

I actually got a pretty prompt phonecall after emailing them from their customer service in India.

However the caller didn't quite seem to understand that arranging a delivery in a few weeks was not going to be suitable.

Currently I'm in the process of cancelling my order - I'm going to order from Mesh Computers instead.