Did you copy them on this letter?

=20
 ..:: Randy Melder ::..
 602-279-0135 - www.spininternetmedia.com
=20
=20
=20


-----Original Message-----
From: plug-discuss-admin@lists.plug.phoenix.az.us
[mailto:plug-discuss-admin@lists.plug.phoenix.az.us] On Behalf Of Thomas
Cameron
Sent: Sunday, October 19, 2003 3:26 PM
To: plug-discuss@lists.plug.phoenix.az.us
Subject: Dell nightmare


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

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