Every PC I have bought for the past few years has been a Dell. I had heard of all the problems people had with Dell’s customer service but I’d never experienced it first hand as none of my machines had ever broken down inside the warranty period. Until Sunday.
I have a Vostro 1000 which is a good, cheap machine. Everything was fine until I heard a crack and it went completely dead whilst surfing the Internet. So on Monday I logged into Dell support and had a chat with one of the staff. We spent about an hour going through various diagnostic tests during which a failed motherboard was deemed to be at fault. She arranged for a technician to come over the next day.
Now I don’t pay much attention to warranties when I buy computers. There are two reasons for this. The first is that on the one hand I am an incorrigible optimist and I never think anything will go wrong with my computer. This is based on the fact that no computer I have ever owned has manifested a fault I couldn’t fix myself. The second is that I am incorrigible pessimist and I always assume that warranties are scams and companies will bilk you. I assumed that having chosen the minimum warranty package I would have to send the machine off to Dell to get it fixed.
But no. Before lunchtime on Tuesday a technician had called round. I showed him to the ailing machine and he set to work. After about an hour of silent diligence the machine was restored with a brand new motherboard less than 48 hours after it had broken. Now that’s what I call service. Well done Dell, I was quietly amazed.
Pic: firesign
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Sorry you had an issue with your Vostro 1000, but I’m glad that one of our technicians was able to help you. Providing small businesses the right services is what we aim to deliver our Vostro customers. Always nice to hear from happy customers. Thanks!
Kara Krautter
Dell Small Business Community Manager
@kara_atDELL
Thanks for giving such valuable information and your experience.
My experience with Dell was very difficult. It took three weeks to deliver the wrong memory for my server upgrade. The memory they sent is not what I ordered and does not fit my server. I am sitting on 16 gig of useless memory they are sitting on nearly $1k of my money, and every time I phone customer service I wait 40 minutes to be told they will get back to me in 24 hours. It has been more than a week now, no progress. I have reported this as fraud to my credit card company – they clearly have no intention of providing me with the goods I have paid for.
I buy four servers a year – will never buy Dell again