Originally Posted by Braaapp
Hah! There are far better reasons not to trust Dell. Last year in November I ordered an M17xR2 fully loaded. There was not a single option left out of this order. Fought with it for 2 weeks trying to get it to even run, was on the phone with Dell for over 65 hours. They finally sent a tech who opened the laptop to find mismatched video cards, as well as a "refurb" sticker. Got dell on the phone and they agreed to switch the laptop for a different one, so I marked a dot inside the battery compartment with a paint pen before mailing back. 2 weeks later the same exact laptop comes back with the same exact refurb cards and the same exact paint pen mark...I demanded a refund. They tried to say I was outside of the 21 day evaluation period, which I was because of trying to troubleshoot their mess. 5 months and a lawsuit later and they finally refunded my money. I hate dell so much I bought a friend an HP out of pocket just so he wouldn't give money to dell.http://www.youtube.com/watch?v=vhc1KBgA8ws
^this is what they call their top of the line "most powerful notebook in the world"
Sorry for the rant, but I try to get the word out so others don't have to deal with it.
Working in IT, I've had similar experiences with HP, ASUS, Apple, Acer, and pretty much all computer companies. Not all have ended in lawsuits, but some have, and yeah, it sucks. But the fact that you had a crappy support technician, who probably failed to properly document your discussion and expected resolution does not mean Dell is a crappy company. All companies have crappy employees - it's part of delegation. Most companies also don't empower their low level Customer Service/Tech support agents to do anything but baby-talk at you until your problem is resolved. Otherwise, they would be wasting resources having skilled employees dealing with the vast majority of morons who call for tech support complaining that their computer doesn't work because they never plugged it in.
In fact, I buy laptops almost exclusively from Dell because I have found, in general, that they have been the best at handling RMAs and services. Have I had really crappy experiences with them? Yes. In fact, two of my worst experiences were with Dell. But when I buy over 100 computers a year, a company that fixes most of my problems right the first time with a few exceptions is much
better than a company that takes two or three times to get it right consistently (cough*HP*cough).