I’m in the middle of a very unpleasant experience with Dell, and I’m tired of this shit.
My issue with Dell stems from the fact that I have a Next Business Day service contract with Dell and what exactly that means. If you visit Dell’s website, you will find “Next Business Day Service” defined literally. Contact Dell on Monday before 5m and you will get a service tech out on Tuesday. That detail is on Dell’s website in any number of places.
But if you ask Dell tech support, “Next Business Day” means that they’ll send a part to the tech and he’ll contact you the day after he recieves the part.
There are a couple serious problems with that statement. I’ll start with the obvious. First, what their tech support describes as “Next Business Day Service” is the ordinary service I would have expected with a service contract. That was an option when I bought my laptop, but I chose to pay extra for faster service. Second, when I bought my laptop from Dell I checked and “Next Business Day Service” meant just that. I paid extra in order to guarantee that I would have as little downtime as possible. I know what the contract said when I signed it. “Next Business Day Service” meant exactly that.
Leaving aside my issues with Dell, here’s the larger issue. Dell say one thing on their website and have their tech support say another. At the very least this is duplicitous, but I think it would be more accurate to simply call it lying to their customers. I wonder if it rises to the level of fraud?
Now I did eventually get the service specified in my contract, but only after 6 emails demanding they honor the terms on their website and after it was escalated to executive customer service. So it is possible to get Dell to live up to their side of the deal. But it’s too much effort, so I’m going elsewhere for my next computer.
BTW, I’ve had this laptop for 4 years now and I can say with reasonable certainty that Dell have not been honoring the warranty for at least the last year. It probably goes further back, but I cannot find emails to support it. About a year ago I killed my keyboard again (I go through them every 8 months or so) and requested a replacement from Dell. They mailed me one and told me to install it myself. HAHAHAHA Um, no. I have the service contract so I _don’t_ have to do this myself, not to mention the fact I don’t have any experience with repairing laptops.
Has anyone else caught Dell trying to cheat them?
P.S. Now I understand why there are so many Google search results for dell sucks. I thought they were just malcontents. My apologies.