I have sent four letters to Dell over the past year in addition to having multiple email exchanges and phone calls. This is just one of the letters. I can provide more information.
Dear Mr. Dell:
Before I share my concern with you, I would like to emphasize that I have been a happy Dell computer owner for many years. Within my own family, we have had three laptops that have served us very well. In addition, I still own a very old Dell desktop model that got me through most of my graduate school dissertation writing. My first Dell laptop, an Insprion 1600 got me through the final draft.
My reason for writing to you is that I recently had a very unsatisfactory experience with my purchase of a Studio 1535 computer (my 4th Dell laptop.) In addition, the customer service, which I previously experienced as very helpful, could not assist me during a problem in October of 2008.
When the customer service department could not assist me after repeated attempts, I contacted the legal department. While my conversation with the representative was professional and pleasant, it did not resolve the nature of my complaint. For your reference, I have attached the letter that I sent to them and the final email reply that I have from this interaction. I will summarize my issue briefly so you have a more specific sense of my problem.
I made the choice to purchase a new laptop last summer. Due to the reported problems with Vista, I actually purchased a Macbook in June 2008. I must say, I am a PC-person and the Macbook did not serve my needs. I returned the Macbook within the specified service period and received outstanding customer service. To replace the Macbook, I returned to Dell for my laptop purchase. I placed the order for the Studio 1535 in early August of 2008 and the computer arrived within the first week of September.
Because I do not consider myself a tech-savvy person, I went to Best Buy upon my initial purchase of the laptop. They transferred all of my files and set up the computer for me based on my preferences. I use the computer for my teaching, research, and personal business. I spend approximately 12 or more hours a day on the computer. I’ve always had solid experiences from a Dell laptop in the past and I expected the same in this situation.
I loved the laptop for the first month but the system began to shut down on me. When I noticed the failing system in early October, I spent a few hours on the phone with Dell support and they told me my only option was to reset the computer to the factory settings. As a result, I returned to Best Buy and asked the staff to look at the computer. They needed to reset the laptop to factory settings and reinstalled all of my files. The staff did not charge me for the resetting and transfer of files because all of the work had taken place in under a month’s period of time. I was impressed by their customer service and dedication to stand behind their service.
I truly understand that problems happen with technology and new computers. What I found unfortunate was my original problem surfaced just a few days beyond the 30-day return period. I was told that Dell could not assist me with my problem since I had exceeded the time in the exchange period. Next, I asked to have a Dell tech person come to my house to verify that the computer was technically sound and I was denied. (I always purchase the extended warranty.) Finally, I asked if I could return the model for a new one and was told that I had exceeded the 30 day return period, albeit by only a few days.
I continued to work on the Studio 1535 but at the end of October (less than 3 weeks from the original problem,) the computer slowed down once again. I began to save all of the data on my external hard drive. The computer was operating at a delayed speed, but I had access to all of my files around midnight on Sunday, October 26, 2008 when I turned off the computer.
Unfortunately, this was too late. I lost all recent files, including the files of my class lecture prepared for the next morning AND my electronic grade book. I wish I had logged the number of hours I spent on the phone with Dell Tech support after this second problem. More specifically, I wish I logged the number of hours that I was on hold waiting for the “supervisor” to pick up. The only advice that the tech support staff offered was to talk me through resetting my computer to factory settings over the phone.
Clearly, a college professor must maintain her grades for her students, have prepared lectures, and continue working on her research. I lost approximately three weeks of work that took countless hours for me to recreate. This is highly unsatisfactory to me.
When I submitted my letter to the legal department, the representative offered to have a Dell technician come to my home. I would have been highly satisfied with this after the first crash but I am skeptical of resetting my computer again out of fear it will crash in another three weeks. Next, the legal department representative offered to send me a refurbished computer of the same model, at no cost to me. At the risk of standing firm, I can not longer trust the Studio 1535 computer.
I am not asking (nor have I ever asked) for a full refund for my computer so I can go off to purchase an HP or Sony laptop. My offer to the legal department is my appeal to you. I would like to remain a Dell customer however; I would like a different model – The XPS 16 equipped with all of the features installed on my Studio 1535 laptop with the exception of Vista. I would like to pay extra to have XP installed, as the Dell customer service representatives repeatedly told me that I had a Vista problem and not a Dell problem. I am fully aware that this is a more expensive laptop and (as I previously offered,) I will HAPPILY pay the difference in the computer.
If I can offer a sense of humor, my students even joked about my “new” computer crashing. They all made fun of me for returning a Mac for a Dell purchase. They were vindicated when I experienced the very public crash of my lecture notes on October 27, 2008 at 10 am, in my journalism course. In fact, when I taught obituary writing a few weeks later, one Mac owner was proud of himself for writing the obituary for my Dell Studio 1535. Another student in that same class returned her Studio 1535 after observing my problem. She bought the computer because I recommended it and returned it before the end of her 30 day grace period.
I most sincerely do not mean to disrespect any of your employees. I understand what it is like to explain problem-solving strategies to “students” and I am sure they did everything within their power to assist me. I believe my problem is computer related and perhaps it is a unique issue in my model alone.
I fully appreciate your time in reading my request. I look forward to your reply and I hope to remain a devoted Dell customer. Please feel free to reach me at the contact information indicated on the first page of this letter.
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