The purchase of a Dell laptop has been one of the most stressful if not worse investments I ever made.

After spending hours on top of hours and not to mention numerous emails with your customer service over the past 3 years in reference to a Dell Inspiron 5120 laptop, I purchased in 2004, I felt it was necessary to make and take the time out of my busy schedule to inform you of what is going on with your products. The dilemma is where to start.

Let�s start from the ordering process:

1. Marketing stated no interest/ no payment for one year. False. After tedious hours of arguing with your customer service, it took a class action against Dell to resolve the problem. Not a good thing!

2. The unit was ordered with an internal wireless unit. Never put in. When I called to complain�your customer service told me to go out and buy a key and they would reimburse me. Again, after hours of arguing, they sent me an external key. Not what I wanted, never worked properly and very delicate. Not what I paid for from the beginning.

3. The wall adapter would get extremely hot. My significant other is a firefighter and he feared that that the unit would start a fire. Your customer service refused to replace the defective unit�so we replaced it ourselves out of fear.

4. I then had problems trying to connect to my wireless internet. After speaking with Linkys�they determined that it was a Dell problem. Again it took endless hours to repair the problem�just to try to get someone that we could comprehend on the phone was very trying.

5. In April of 2007, the unit would not hold a charge. Again, after many trying phone calls and the costly replacement of a new battery and again another adapter, the unit had to be returned to Dell, and we finally received authorization. Please reference attached work order. The unit was returned.

6. About a month ago, the problem reappeared. I try to explain this in an email to your customer service to no satisfaction. I tried to call but I do not have the time to hold on forever to your customer service lines. Waiting times of at least 15 minutes. Doesn�t indicate a good thing. That many problems!!!

7. I took the unit to a local Circuit City. Lo and behold there were four other Dell Laptops experiencing the same problem. The Firedogs checked out my unit. It was determined that it is an inherent problem. The same exact problem as before.

8. I phoned your customer service today. To no avail they won�t replace the unit because the warranty expired 9/30.07. I became very angry and tried to explain to this robotic person on the other end�that the problem is inherent and the same as in May. It was never repaired properly. He �David� very insultingly tried to convince that parts don�t go bad in 6 months. Baloney!!! It was probably a refurbished part in the first place!!! New Jersey Lemon Law applies to products as well as cars.

9. I asked to speak to his supervisor and all he could repeat was that the unit was not under warranty. I know that and if the problem had originally happened after the expired warranty there would not have been a problem now. I just would never replace it with another Dell.

10. �David� informed he that there is no one higher than him. I laughed and asked if he was Mr. Dell. I asked for the corporate office�he informed than that there weren�t any. Imagine that!!!

11. He said he would have the �executive office� phone me. I almost believe that!

Needless to say, I am frustrated, disgusted and want the unit replaced.

Everything that you list on your customer commitment has been totally negated. It is most unfortunate that I know at least ten people that have had the same problems with Dell units, customer service and satisfaction.

I would apologize for contacting you personally but I can�t. It is very hard to communicate with people (your customer service) whose verbal skills do not meet the standards of Americans.

Thanking you in advance for your time and consideration to this matter.

Dell service is horrible in India.I have a very bad time with Dell XPSm1530 laptop. D0nt believe the award winning service rubbish on their web site. I had a flickering screen within 3 months of sparing use. They changed the mother board and now it is completely blank. No support for last 10 days. No response from the dell bangalore office. The service reps in Pune and Mumbai do not pick up the phone. All in all I think it was one of the biggest mistake in my life to buy this over advertised laptop. Why don't we all get together and sue in the consumer court for misleading consumers and false advertising about product support.

On April 25th 2008 I placed an order with Dell at Dell.com. The order was process and excepted and receipt issued, I received confirmation emails for the order soon afterwards. On May 2nd 2008 I tried to access my account to check on the order status and to schedule a payment to my account only to find that the account had been blocked and my order canceled. I called the toll free # that was given me on the website, it was the verification office, I answered all the Questions they asked correctly and was told that they could not verify the account. When I asked why they wouldn't tell me I asked to talk to a supervisor who then asked me all the same questions and said that they would transfer me to sales so I could reorder the products. After talking to the sales person I found that they were not going to give me the price of the original order but were going to raise the price. I told them I would not except that and was transferred then to another department to reorder and get the discounts I had received with the original order. After going through the order process twice I was told I needed to talk to Financial services before the order was completed. Financial service's tells me that the account has a block on it and that I was going to have to speak to the verification office to verify the account. After telling them that I had been through all that they transfer me to somewhere in Texas where the agent there tells me that he can't help me because there is a block on the account.

All this took 2 Ã�½ to 3 hours and nobody can tell me anything ... they can't even tell me what I need to do to verify the account. I am now unable to make a payment on line, order or review my account information at all and nobody can tell me why. Nothing on my account has changed since September of 2007. At this time they are going to make money off of me one way or the other, I can't call in and do a check over the phone without paying for the service, if I mail my payment in it will be late and I will be charged a late fee, If I order I loose the sale price on the items I ordered and will have to pay about $200 more. My account has been in good standing since I opened it, I have never missed or had a late payment and now I have no choice but to pay an extra fee or have a late payment and no one can tell me why.

A little over a month ago I bought a laptop from Dell. The laptop was assembled in Nashville TN and shipped to me in Louisville KY (if you don't know where those two cities are, I invite you to use any of the online map services).

Dell of course shipped the laptop via DHL -- to turned a one day drive from Nashville to Louisville into a week-long oddessy while they bounced my laptop around two different facilities in Ohio and faked an "attempted delivery" before I finally got my laptop.

After I complained loudly to both DHL and Dell, I received both email and telephone assurances from Dell that I could get future orders without having them shipped via DHL.

In May, I ordered another Dell laptop and a mouse. Dell decided they would ship the mouse separately, with a projected ship date more than a week earlier than the laptop.

The ship date for the mouse came -- and Dell "delayed" the shipment giving a new projected ship date a week later (but still earlier than the laptop).



Today I checked the status on line and it said the order was "changed" (with no explanation of what was changed). The website gave a 800 number to call to find out what "changed" so I called the number. After wading through several layers of voice prompt menus I finally got someone in customer service (obviously overseas despite a fake American name) who first told me that the order was cancelled, not changed. Then told me that orders are never cancelled without notifying the customer; but that her system showed that my order was cancelled and did not show anything about anyone attempting to contact me. Her system also showd that my mouse had been cancelled for "incompatible configuration" meaning that the mouse I ordered (from Dell's website) was not compatible with the laptop I ordered (it was the mouse that Dell sells for this laptop when you order it online). After more than a half hour on the phone to get this much information, the girl offered to find the part number for the right mouse so I could reorder. Fifteen minutes later she had figured out that the part number for a wireless laptop mouse for a Dell Vostro laptop was the same number that they had just cancelled. She then transferred me to "Sales" for them to fix the problem.

At Sales I got someone who finally admitted that the order for the mouse had been cancelled because the shipping instructions were "Not DHL" and that wasn't allowed. (Keep in mind that Dell had had the order for over a week, had delayed it once, and had now cancelled it - all without bothering to contact the customer; and all without also canceling the order for the laptop itself which was also listed the same way "Not DHL")



I asked the Sales guy for his supervisor, so he transferred me to Dell's so-called Customer Care (not his supervisor), we went through the same nonsense all over again (now the third time) before the "Customer Care" lady passed me to her supervisor -- who assured me that no one could do anything about it because the computers are shipped by "Manufacturing" and "Customer Care" wasn't allowed to talk with Manufacturing.



His best (HA!) idea was that he could annotate the order for Customer Care to keep track of the order and keep track of the shipment so they would know where my package was at all times. When I pointed out that this did not give them any control over the shipment he eventually admitted that it was really just the same tracking information that any customer would have available on the DHL website (the same way that I had watched my previous laptop bounced between two DHL facilities in Ohio and watched when DHL said that they had "attempted delivery" while we were home).



By then I had been on the phone with Dell for one hour and twenty minutes and I had to leave for a meeting. The so-called "Customer Care" so-called "supervisor" was supposed to find out who had authority to do something and call me back -- of course he never did call back.

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Update:

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And now, Dell has delayed the order TWICE, and I still don't have the laptop that I ordered in May -- but I do have a whole collection of emails from different specialists at Dell all of whom apologize for the problems, but none of whom can manage to do something as simple as getting Dell to put a laptop in a box and actually ship it.

Dell has been bombarding me with e-mails and I have tried at least seven times to have them stopped. Dell offers an elaborate process by which one's address may be removed from the list. The process requires all sorts of personal information and detail, after which your e-mail address is STILL NEVER removed. This is continuous harrassment and annoyance and DELL DOESN'T CARE ONE BIT. I have written e-mails to several Dell departmens and they never respond. I wouldn't buy a Dell product on a bet. BE CAREFUL TO EVER GIVE THEM YOUR E-MAIL ADDRESS.