I was a HUGE Dell fan from probably '91 or '92 until the last few weeks.  I
currently have an Inspiron 5100.  I will *never* buy another Dell again.
Let me make this clear - I would sooner eat worms than spend another penny
on anything from Dell.  Dell has gone to the dogs.

The built-in Ethernet controller broke - the weak plastic retainer that
holds the RJ-45 plug in place sheared off and the cable wouldn't seat.  I
called Dell support, spent 10 minutes getting through the menu and then on
hold, and got someone in India who obviously had not done well in English
class.  It took over 5 minutes for her to just get my name entered
correctly.  Then - and I am not kidding here, folks - when she asked me what
OS I was running, SHE ASKED ME TO SPELL WINDOWS!  I just hung up and called
back in.

Again 10 or more minutes to wade through the menus and then wait in the
queue.  The next support tech I got was again in India and hard to
understand, and he told me that in order to replace a broken integrated
Ethernet controller, I would have to pay for it because it was "accidental
damage."  Just to ship it to them for diagnostics it would be $269.00, and
if the motherboard needed to be replaced (which I knew it would) it would be
an additional $699!  Heck, the same model was on Dell Factory Outlet for
that much!  I tried to explain that the unit had not been abused or damaged,
but I am a consultant who plugs into different networks 2-3 times a day or
more, but he wouldn't budge.  I wound up hanging up, figuring I'd just use a
PCMCIA Ethernet card.

Then I got mad and called back in.  10 more minutes getting my information
entered and waiting in queue.  I got a tech here in the States, explained my
problem, and he said "no sweat, I'll ship a box to you to send in for
warranty work."  I was stunned, and I specifically said "How much is this
going to cost me?"  He said it was under warranty, so nothing at all.

I called several times over the next FOUR WEEKS checking status - each time
wasting 10-15 minutes on hold.  All I got was that repairs were "in
progress."  I finally got the laptop back with photocopied letter stuck in
it saying the laptop had been on "billing hold," and that they had "made
several attempts to reach me," and they were returning the laptop
unrepaired!  That was total bull - I had called them two to three times a
week and they never said anything about it being on hold.  They also
confirmed my freaking phone number every time I called in checking status.
No one from Dell ever tried to call me.  Turns out they wanted to bill me
the $269 + $699 after all.

I called in absolutely livid, and after doing the menu/hold dance for 10
minutes, tech support transferred be to customer care - where I waited on
hold for another 10 minutes.  Customer care told me they couldn't help me,
that I needed to talk to tech support!!!  After literally half an hour
getting transferred back and forth and waiting in queue, I got a tech here
in the States who was as puzzled as I was as to why it had not been
repaired.  I told him I was an IT consultant, that I really needed the
laptop fixed ASAP, and he wound up overnighting me a new motherboard for
free.  I had the laptop fixed and happy in about 4 hours that evening, and
sent the old board back.

So, after four and a half weeks of screwing with those idiots, I finally had
to fix the damned thing myself.  Never again.  Dell will not get another
penny from me or any of my clients again if I can help it.

--
Thomas Cameron, RHCE, CNE, MCSE, MCT
Cameron Technical Services, Inc.
http://www.camerontech.com/
(512) 454-3200