Reasons not to buy from DELL

Saw a reaonable Pentium 4 offer from Dell a week ago. P4 2.8 with free memory upgade to 512 MB. Now neighbour has been looking for a cheap pc for a while so this seemed to fit the bill. The odered 2 days before the offer was due to be completed. Phoned up and got the hard sell "Oh you can have a better flat monitor for only £100 more and warenty for extra £94. She stuck to her guns I only want the offer advertised in National Press. So order is taken. Later that day Dell phone to arranged delivery for Tuesday 25th. Fine no problem.

Friday last week Dell turn up with pc for them (early omg when does that happen). Saturday I went through to put it all together. First thing I notice sticker on the case. Intel Inside (CELERON) hmmm strange I though must have put wrong sticker on it.

Set it up and powered on. go through the usual setups and get to desktop. Checked system properties and low and behold a Celeron 2.66 is installed and only 256 MB ram.

She has now been on the phone 4 times to CS who pass her to sales who pass he to whoever the feel like (even got the lassie at reception) 3 times they have said they would phone back 3 times she had to contact them. 1 time a so-called sales manager who said its ok we'll send one out and you can keep the old one. So my neighbour was a bit suspiscious about this and asked what exactly they were sending. "A Mouse". Later they offered a free (£15) printer yeah right and last offer has been a full refund 3 times. Shes sticking to he guns and holding out for what she paid for.

Its now in hands of Trading Standards and if they fail a letter to the newspapers will follow.

So be warned Dell are shoddy for the home user.

Excuse some typing my keyboard (non dell :P) is knackered and I'm waiting for a swap out at work.

I have also had similar troubles with Dell. I ordered an FPW2005 from OcUK (do you have any no-competitor rules here?) which had backlight issues. I asked for a replacement from Dell to be sent a refurb. This had the same issue...so I phoned up again and was shipped a brand new one. This wasn't bad but it still had noticeable backlight bleed. I initiated a refund and should receive it sometime this week. However that was last thursday (when OcUK apparently sent my refund). They apparently sent it whilst I was on the phone with them. I suppose it's only 3.5days since they sent it.

Dell CS aint the best as getting to speak to the right person isnt always easy.

However, I've found that if you complain long enough and loud enough they will sort it out and you should be due some compensation - in fact ask for it directly and the replacement system may even appear with a little upgrade!

Dell send out at email and also letter confirming the order and the components within that order with every i dotted and t crossed.

Did it not match what you received?

If not just get it sent back. They'll send a courier round to scoop it up no time at all.

Its easier to order by internet - that way there are no misunderstandings.

yeah they are letting Trading standards deal with it but I told then to accept nothing less than what they ordered and even ask for a upgrade or 2 :D

But under Distance Selling Regulations there is no need to involve TS.

You are entitled to refuse the system no matter what. As david said - as long as they have the .pdf confirmation with the correct spec then Dell are bang to rights to sort it out.

Yup true but when all dell are doing is passing them from pillar to post withno-one actually dealling with it. Trading standards have to be used as they wont fob thewm of so easily. Effectively all they were trying to do was wear them down into accepting a refund and not supply the correct equipment.

Dell for home user = poor Dell for business user poor but not quite as bad.

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Originally Posted by davidstone28

Dell send out at email and also letter confirming the order and the components within that order with every i dotted and t crossed.

Did it not match what you received?

If not just get it sent back. They'll send a courier round to scoop it up no time at all.

Its easier to order by internet - that way there are no misunderstandings.

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point 1. It was ordered via phone as the neighbour does not have a computer and therefore no internet access.
2. They never sent out a letter confirming order. They couldnt even send the machine on the right day.

So I cannot check as there was no documentation sent out not even with the machine itself. I believe the person who took the order (Clearly wasnt based in europe letalone UK/Ireland) has fecked it up. And they are not willing to sort it.

Thats why trading standards are involved. The advert from the national press which has the e-value code attatched to it that was used for the order has been retained by the neighbour and I think TS will be calling for it.

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Originally Posted by Robert

I have also had similar troubles with Dell. I ordered an FPW2005 from OcUK (do you have any no-competitor rules here?) which had backlight issues. I asked for a replacement from Dell to be sent a refurb. This had the same issue...so I phoned up again and was shipped a brand new one. This wasn't bad but it still had noticeable backlight bleed. I initiated a refund and should receive it sometime this week. However that was last thursday (when OcUK apparently sent my refund). They apparently sent it whilst I was on the phone with them. I suppose it's only 3.5days since they sent it.

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The blacklight bleed is a known issue. As is the curtain door effect. Thats why the they're relatively cheap - low manufacturing costs, low QC etc Thats why there's a huge price different between the Apple and the Dell - they both use the same LG Phillips - but are assembled in completely different ways.

If you want quality go for the Apple Cinema or the Samsung equivalent. Quality will cost ya though....

Just received my Eizo S2110W today so screw apple :p.

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Originally Posted by Hobart Paving

The blacklight bleed is a known issue. As is the curtain door effect. Thats why the they're relatively cheap - low manufacturing costs, low QC etc Thats why there's a huge price different between the Apple and the Dell - they both use the same LG Phillips - but are assembled in completely different ways.

If you want quality go for the Apple Cinema or the Samsung equivalent. Quality will cost ya though....

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Hmmm I'd be careful on that one. My Dell 2001FP has superior electronics to the Apple equivalent (same panel again) with far better connectivity, and won out over it in a few head-to-heads too. Apple aren't renouned (thesedays anyway) for amazing quality (at least in my eyes). Apple charge a lot simply because they can (i.e. because people will pay regardless of technical merit). Remember too that Dell ship a phenominal amount of panels (our local Eizo salesman claimed in the region of 16,000 per month) as so quality issues will arise (as does with Apple products) in a seemingly larger amount - but how do they relate to Apple's own figures in proportion?

I'm not defending Dell - they do have appaling customer service - but i've been stunned by both 2001FP panels i've bought (one for work, one for home), particularly when i think what i paid for them compared to the cinemadisplay.. So perhaps they're not terrible for everything?

The so-called screen-door effect is a result of the LG Phillips panel, not the Dell electronics driving it and isn't something (personally) that I notice (anymore than i did the trinitron 'mask' lines on CRTs) to the point of distraction. I, too, have heard of backlight leakage issues on my own model but have not experienced it myself. The 3 year warranty does help tho.

BTW Eizo's 24" widescreen has yet to launch (we have a 21" one on demo here - it's nice but looks like crud) but i'll have one here when it does if anyone's interested. They are very expensive, but i'll conceed they're excellent panels (which is why we buy them - i'm in nanotech imaging where quality is paramount).

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Originally Posted by Robert

Just received my Eizo S2110W today so screw apple :p.

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That's the 21" wide right? We've got a pre-production model here and it's very nice (but came set and an eye-searing 100% brightness!) but i didn't like the surround - it was very square (school of right angles) and the stand was er.. odd - what on earth were they thinking with that weird lean-back-and-drop thing? Could see the point in the touch-sensitive buttons either - they were just annoying! How's the final by comparison? I know the IQ is very good :)

Yeah. Personally I think it looks great. It has a quality feel about it. Looks stunning (IQ wise). I would never go back to dell again after using this. Hell, I wouldn't lower to any other make after using this :D. How do you find Eizo as a company altogether?

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Originally Posted by Robert

I have also had similar troubles with Dell. I ordered an FPW2005 from OcUK (do you have any no-competitor rules here?) which had backlight issues. I asked for a replacement from Dell to be sent a refurb. This had the same issue...so I phoned up again and was shipped a brand new one. This wasn't bad but it still had noticeable backlight bleed. I initiated a refund and should receive it sometime this week. However that was last thursday (when OcUK apparently sent my refund). They apparently sent it whilst I was on the phone with them. I suppose it's only 3.5days since they sent it.

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so dell sent you 2 replacements no hassle, and have now also given you a refund. and you are complaining why?

maybe coz a 400 quid monitor shouldnt need to be replaced 3 times and certainly not with 1 refurb model.

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Originally Posted by McMav

maybe coz a 400 quid monitor shouldnt need to be replaced 3 times and certainly not with 1 refurb model.

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Exactly. Sorry Davos, you may think getting a refurb for a brand new monitor is fine...but I don't.

I've had an experience on the otherside of the spectrum from dell.

I had to ge the casing on a laptop replaced after a screw sheared. They accidentally took the WinXP pro serial key away with the casing. Phoned them up a couple of weeks later after i noticed and the guy arranged to get me one sent out without much hassle (ups on delivery were another matter).

seems to be who you get on the phone.

Dell have always been OK, but they're cheap.
Their CS is very annoying to use and very annoying and very annoying (you have to repeat things).
You can always e-mail the UK to see if they can help..

Yeah is TS dont get anywhere I got a number for a guy in the uk for them to try. Failing that I'll go through works business contact and see if they can help them.

Shocking! Thought dell were one of the better companies

Same. Wont be recommending them to anyone else. Cheap and heres the reason.

with regards to the original post they should have immediately sent out the correct item. ut as for the monitors, 1. they're barely cheaper than the apple ones at normal price.
2. sendinf out refurbs is common practice for monitor manufacturers
3. i'm pretty sure that overclockers sell refurbs anyway...

I'm no big fan of a intel only using company but in this case I will sa that dell is not that bad. They have great bargain prices and infact im using a laptop INSPIRON 700m from them right now. This is the first dell product i have bought and it came in 3 days instead of hte expected 12-14. It was supposed tocome after my birthday but came before. My dad recently ordered a 19 inch screen from dell that will cometoday. Another 3 day delivery. What happenedto you was just one mistake but thats no reason to not buy from dell.

Heres the upshot of it.

When quoted the e-value code from the newpaper they went and customised the machine. by

DOWNGRADING the CPU and removing the FREE double memory upgrade. and installing a cd/rw drive and a set of speakers.

Now awaiting a call from a manager (awaits hell to freeze over first) Do not order from them shoddy company just do a search for dell customer complaints. They even admit they have problems themselves.

oof double post looks like I'm doing a free upgrade :D

I buy quite a few systems from Dell and it's fair to say that their customer support can often be a bit flakey to say the least.

This is a good thing :O

Whenever they get 'it' horribly wrong it's always worth calling/emailing and letting them know just how much trouble it's causing you. There's no need to lie about it or anything, just be upfront with them. The rewards can be astounding.

Examples:

If your system arrives with a small scratch or dent then that's normally good for 10-20% off and/or a free warranty upgrade.

If they mess up on the specification then you can ask them for a free video card upgrade. Some people have managed to get free 7800s for a problem with an order.

If first line support dont really want to know and in all fairness you deserve better then a quick email to michael@dell.com does wonders. Of course it wont go to the man himself but does get picked up by the complaint department and they usually bend over backwards to help in any way possible.

In short, for me when a Dell system arrives damaged/late/not to spec then I always get a slight grin on my face and pick the phone up.

Dells bad, Netgear is worse.....

Final update and this does not change my mind on them.

Got email from india this morning again saying as a goodwill gesture they would give us the 256 MB of ram that was already paid for. Neighbour had had enough so told them to cancel it.

However I had forwarded all the emails I had been recieving from the CS rep to Dells mail press office yesterday afternoon.

today at 3pm I got an email from a lady from dells irish office working as a consultant in their executive customer relations team. Asking me to contact her to discuss the issues that my neighbour had been having. Upshot is she was very nice and offered highers spec'd machine with tft as compensation.

Still say dont touch their home service as it should not have come to this. But at least I now have a contact on the home front who is actually based in UK&Ireland.

So 2 weeks after the problems started we have a result.

So if you have CS problems with dell email their press office its advertised on their website :D

Nice result and well played :)
In my experience they get it right about 9 times out of 10.