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Ladies and gentlemen, I've been to Dell and back, and this is my story...

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My wife had a bad experience with Dell. She got a discount through her job and bought a laptop. One night she gets a virus and instead of using Trend Micro support she calls Dell. They tell her that for full support she needs to pay $200. She was in a panic because she was chairing a convention and didn't want to lose any info so she bit. They remotely removed the virus. Two days later it was back. Again they removed it remotely and had her download some software. Two days later not only is the virus back but Trend Micro is disabled. This time I was there so I encouraged her to go through TM to fix the problem, which they did and they also had her uninstall the software that she'd downloaded from Dell
About a month later the convention was nearing, she was working almost around the clock when suddenly her laptop dies. It was 2am and she wakes me up sobbing hysterically. I tell her to call Dell support since she paid the 2 big ones so she does. First off they have no record that she's on their "support" plan. She screams and sobs enough for them to decide to go ahead and help her anyway. She tells them the problem and they basically tell her that the computer is lost, nothing they can do. She screams and sobs some more until they finally pass her to someone higher up who tells her to try removing the battery, holding down the power button for ten seconds, replace the battery and give it try. By some miracle it works and the computer restarts.
They were supposed to get back to her about looking into what happened to her "support" plan but never did. She called back about a week later, they gave her the runaround so she gave up but not before telling them that not only would she never buy another Dell but she'd also tell everyone she knows and anyone else who'll listen to never buy one.
The end.
 
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DubCoffman62;1636870; said:
My wife had a bad experience with Dell. She got a discount through her job and bought a laptop. One night she gets a virus and instead of using Trend Micro support she calls Dell. They tell her that for full support she needs to pay $200. She was in a panic because she was chairing a convention and didn't want to lose any info so she bit. They remotely removed the virus. Two days later it was back. Again they removed it remotely and had her download some software. Two days later not only is the virus back but Trend Micro is disabled. This time I was there so I encouraged her to go through TM to fix the problem, which they did and they also had her uninstall the software that she'd downloaded from Dell
About a month later the convention was nearing, she was working almost around the clock when suddenly her laptop dies. It was 2am and she wakes me up sobbing hysterically. I tell her to call Dell support since she paid the 2 big ones so she does. First off they have no record that she's on their "support" plan. She screams and sobs enough for them to decide to go ahead and help her anyway. She tells them the problem and they basically tell her that the computer is lost, nothing they can do. She screams and sobs some more until they finally pass her to someone higher up who tells her to try removing the battery, holding down the power button for ten seconds, replace the battery and give it try. By some miracle it works and the computer restarts.
They were supposed to get back to her about looking into what happened to her "support" plan but never did. She called back about a week later, they gave her the runaround so she gave up but not before telling them that not only would she never buy another Dell but she'd also tell everyone she knows and anyone else who'll listen to never buy one.
The end.
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With a case like that...You are better off storing important info/documents on flash drives,and reformatting it yourself. That's way too much dough to shell out.
 
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powerlifter;1636888; said:
With a case like that...You are better off storing important info/documents on flash drives,and reformatting it yourself. That's way too much dough to shell out.
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She panicked, she's also very paranoid about transferring virus to flash drives/external drives. She chucked a $100 external storage device once because she was afraid it had a virus from an old computer on it even though I scanned it and it was clean.
 
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In Suit Over Faulty Computers, Window to Dell’s Fall - NYTimes.com

After the math department at the University of Texas noticed some of its Dell computers failing, Dell examined the machines. The company came up with an unusual reason for the computers? demise: the school had overtaxed the machines by making them perform difficult math calculations.

Dell, however, had actually sent the university, in Austin, desktop PCs riddled with faulty electrical components that were leaking chemicals and causing the malfunctions. Dell sold millions of these computers from 2003 to 2005 to major companies like Wal-Mart and Wells Fargo, institutions like the Mayo Clinic and small businesses.
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Documents recently unsealed in a three-year-old lawsuit against Dell show that the company?s employees were actually aware that the computers were likely to break. Still, the employees tried to play down the problem to customers and allowed customers to rely on trouble-prone machines, putting their businesses at risk. Even the firm defending Dell in the lawsuit was affected when Dell balked at fixing 1,000 suspect computers, according to e-mail messages revealed in the dispute.
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For the last seven years, the company has been plagued by serious problems, including misreading the desires of its customers, poor customer service, suspect product quality and improper accounting.
Dell has tried to put those problems behind it. In 2005, it announced it was taking a $300 million charge related, in part, to fixing and replacing the troubled computers. Dell set aside $100 million this month to handle a potential settlement with the Securities and Exchange Commission over a five-year-old investigation into its books, which will most likely result in federal accusations of fraud and misconduct against the company?s founder, Michael S. Dell.
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A study by Dell found that OptiPlex computers affected by the bad capacitors were expected to cause problems up to 97 percent of the time over a three-year period, according to the lawsuit.
As complaints mounted, Dell hired a contractor to investigate the situation. According to a Dell filing in the lawsuit, which has not yet gone to trial, the contractor found that 10 times more computers were at risk of failing than Dell had estimated. Making problems worse, Dell replaced faulty motherboards with other faulty motherboards, according to the contractor?s findings.
But Dell employees went out of their way to conceal these problems. In one e-mail exchange between Dell customer support employees concerning computers at the Simpson Thacher & Bartlett law firm, a Dell worker states, ?We need to avoid all language indicating the boards were bad or had ?issues? per our discussion this morning.?
In other documents about how to handle questions around the faulty OptiPlex systems, Dell salespeople were told, ?Don?t bring this to customer?s attention proactively? and ?Emphasize uncertainty.?
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