Hey___Ron

Maybe you could have Gooose Put a Suggestion Letter together for YA..!
To Send To…………Richard Binhammer……..

Well Ron, I guess she could go to the local BBB (Better Business Bureau) or, worse-case scenario: her local small claims court. Don’t know what the laws are in her state pertaining to defect products, but she definitely has a claim. This on-going problem reminds me of one another reader wrote about a few weeks ago with his Dell laptop. In both cases, the good folks at Dell blew them off. Very difficult these days even getting to a decision maker at any company, as they shield themselves very well from complaints from disgruntled people.

I hate to keep alluding to Gateway, for fear of sounding like I own a piece of the rock there, but my only problem with my desktop was resolved with the very first call, followed up with a shipping container (prepaid shipping) the NEXT DAY. One week later it was delivered FIXED with an apology from the president of the company! Too bad Gateway doesn’t do the advertising that Dell does (budget restraints?), but in any case, I wouldn’t own a Dell if they gave me one … their quality control during the manufacturing process is terrible, followed only by their total lack of concern for their customers.

AMEN

Hi Denny,
Thanks for the suggestion.

Hi Don,
We will see what happens. Agree with Gateway.:-)

Hello,

Since we do not know the exact series of problems the user has had or the steps taken to resolve them, it is somewhat difficult to determine a scenario to troubleshoot all of the extant issues, but I am wondering if the user were to remove the existing hard disk drive, install a new one, reload the system software using the recovery media provided by Dell reinstall their applications, install all updates and patches and, lastly, install the original hard disk drive in an external enclosure and reload their data from it if that would resolve a great deal of the issues with the computer.

Regards,

Aryeh Goretsky

Hello,

My name is Mike, I’m a Technical Analyst at Dell corporate headquarters in Round Rock, TX. I’m part of an internet outreach team developed to interact with the online community regarding technical questions and issues that customers face with Dell products.

I came across this post and wanted to offer some help. I can’t comment on exactly what can be done as I don’t know the extent of the actual problems, but I can certainly look into it and help get it fixed. If you can have the customer email me at the email address I provided when submitting this comment, I’ll see what I can do to get this resolved. If you can’t see that email address or get it from the site admin you can also have her write to me at customer_advocate@dell.com with “ATTN: Mike B” in the address line, but it will take a little longer for me to reply through that email account.

Thank you,

Mike
Dell customer advocate

Hello Mike,
Thanks so much for getting back to me. I will forward your information.
Regards, Ron

I did get this from Richard at Dell also:

“Ron

Wanted to update you

The customer has a bunch of software problems (user and mal-ware induced) so we have offered to send him an imaged hard drive. We are waiting for the customer to provide us with the address to use for the dispatch.”

You don’t need me Denny……We would all end up with our Dells in the dumpster! WAIT! that probably a good thing…..

Ron,

Thanks for the quick response. I’ll have my team touch base with Richard and we’ll continue to work with the customer from there. I appreciate your help here.

Mike
Dell customer advocate

Hi Mike,
My compliments to Dell for providing customer advocates online. I think it is a great idea. Also thanks to you and Richard for getting back to me as well. It is appreciated.

Regards, Ron

Hi Ron,
I realize you have to be somewhat nice, after all this is your coluum.
But this problem should have been handled in the beginning. It should have never made it to this site. I’m just glad my warranty is up on my Dell. I’m looking forward to trying another brand. I just hope the support will be better….

Hi Goose…..thanks for the feedback and sorry you feel that way. We are working hard to improve and I doubt you would have found more professional or expeditious attention elsewhere….and I say that less from where I sit versus what I see every day on the web.

Im sorry our work does not live up to your expectations, and perhaps you are right….it should not have made it thus far.

However, we hear you and are working to improve. Appreciate knowing your expectations and how we need to continure to move forward