I know from reading the multitudes of negative online reviews that Dell is no longer favored and is in fact very much hated in the computer hardware scene (and seemingly rightly so) - although my last laptop was a Dell and it survived numerous continents over the course of four years, I'm pretty sure I purchased my computer while the company was still on the up and up.

The Attorney General of New York has filed and WON a FRAUD suit against the computer hardware company.

From the AG's press release yesterday:

"According to the decision, Dell deprived consumers of the technical support to which they were entitled under their warranty or service contract by:
• Repeatedly failing to provide timely onsite repair to consumers who purchased service contracts promising “onsite” and expedited service;
• Pressuring consumers, including those who purchased service contracts promising “onsite” repair, to remove the external cover of their computer and remove, reinstall, and manipulate hardware components;
• Discouraging consumers from seeking technical support; those who called Dell’s toll free number were subjected to long wait times, repeated transfers, and frequent disconnections; and
• Failing to provide rebates that were promised to consumers."

Just thought it was an interesting turn of events. Also wondering if anyone has had similar problems to those described in the complaints online against Dell?

Unfortunately, I would have to agree with the AG's findings. I have purchased Dell computers for years (for companies I worked for) and have had minimal problems with them. I purchased my own computer through Dell for my business and had a problem with the mother board. I called their customer service and was on hold for hours, I finally reached a technician, it took several tries to reach on who spoke clear enough english I could understand them. They told me to take the cover off and start removing stuff, I told them I didn't want to do that because I didn't know what I was doing and I didn't want to damage it any further, still they insisted, so I did as they said. After trying various techniques that didn't work I finally told them that I had had enough and wasn't going to do anything else and that they needed to send someone out. They finally agreed and sent someone out to replace the motherboard within a couple of days.

I have had other problems with the computer and have had to call their customer service and each time the call takes hours (I usually wind up drinking just to get through it). They do some generic diagnostic test and tell me there is nothing wrong with the computer. The only reason I continue to call is because the computer is under warranty. However, each time they try to tell me that the problem I'm having is NOT covered under the warranty (I didn't buy the extended warranty, I just have the initial one) and try to charge me some outrageous fee for the call, until I get irrate and starting using a few choice words and then they agree that it is covered only to put me on hold for an hour and a half to reach the "proper" technician.

This is the first Dell I have had problems with, I also have a laptop that I've had for several years that I have never had a problem with. I would probably buy a Dell again, but would never pay for the extended warranty I would just use my computer guy.

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Rebecka Melson ~ Virtual Business Services

I positively hate working with Dell. I have never owned a Dell and only had to work with them regarding issues at work. The only thing I was trying to do was order ink toner for our Dell color laser printer and still went through many of the same types of customer issues mentioned above (online for hours, very large language barrier, refusal to let me speak with a manager, and I can't even remember what else as it's been a year since I've called them). I am usually pretty level headed on the phone and tend to let people walk all over me (I've gotten much better at this...lol) but, I too, got to the point where I was screaming at the person at the other end of the line (I hesitate to even call them "customer service" reps). My boss walked in, took one look at me, chuckled and walked the other way...lol I finally told him that I absolutely refuse to deal with Dell anymore and I haven't talked to them since and he hasn't asked. I even sent a nasty little email to someone or another (can't remember who) and they never responded. That is something that I never do. I dealt with them for months before I finally had enough. If I went through all of this just to try to order some toner, I can't imagine what tech support must be like. I kind of like Dell as computers go but will never own one strictly because of their "customer service".

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Stephanie
New VA in the research phase

The Dell I recently purchased was paid for by my mom until our "stimulus" check came in. She put it on her credit card. Within 36 hours of ordering my computer another charge for the same build minus the software was run through by Dell and declined by my mom's credit card company. They immediately called her to let her know about the suspicious activity on her card.

My mom called Dell to see why they tried to charge twice. They wouldn't talk to her without an order number. She called me to get the order number. I gave her all the details she would need and she called them back.

Of course the first person she talked to on the second call told her they couldn't help her and she asked for the supervisor. After waiting a long time she finally got one. She gave the guy all the info I'd given her and they had a lengthy discussion in which he refered to me by name, which my mother never provided. Then he tried to get her to give him the her credit card number again (to confirm) which she refused to do. He proceeded to tell her that the order number and info she had given him was not valid - which is strange considering he verified a description of the computer with her and called me BY NAME. Then he proceeded to tell her I lied to her and actually did try to purchase a second computer. HELLO?

Needless to say my mom hung up, called her credit card company and had a new account number issued...which of course means she had to change all her automatic payment info on god knows how many accounts she had set up to run on her credit card monthly. All this becaus she was nice enough to finance my computer for 30 days!

Where ever that other post is from today...you're right...Thieves stink! At this point I think we might as well add Dell to the statement too!

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Sundi D. Hayes
Chief Virtual Officer - My Office Zilla
www.myofficezilla.com

I have heard so many horror stories about Dell, I decided to go with another company for my business computer.

I found Vision Computers, based out of Atlanta, GA to be extremely helpful. You can build your computer yourself online (you know, like Dell used to do) and have them custom build it in their warehouse and ship it to you. I ordered my computer on a Saturday over the phone (the hold time for the tech was like 10 seconds) and the computer was sitting on my doorstep by the following Wednesday. It was amazing.

When I had a problem with installing a program, again I called their tech support (again with a very low hold time) and they helped me fix it immediately. They also have a link installed into my computer so that if I have problems in the future, they can remote access it, and diagnose the problem remotely.

Isn't technology wonderful?

Wow, it's great to hear about your experiences with Dell, I've had a few people come to me for suggestions and after seeing this information, I will certainly never recommend a Dell.

I have a Dell and so far so good. I did purchase the extended warraty though. My laptop was overheating and I called to let them know, they sent me a replacement computer. However, they did indicate it could take quite some time. I hounded them so they would send me my computer sooner. The tech seemed to have known about this overheating problem so it would seem they should have contacted me to replace it but they waited for me to contact them. I liked having the accident protection if I were to drop it, but I'm thinking I will get a Mac next time.

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Danielle Mason
www.MyCyberAssistant.com