After reading some of the complaints I can understand why the Dell corporate offices do not post a corporate address and phone number on their web site. It would be flooded with calls from unhappy customers. I joined this community only to make this one post, in the hopes that someone in the corporate office will get a clue.
I have been a Dell customer for many years and have purchased countless systems for my two businesses and home. It seems that every time you are in need of assistance you are required to purchase something. I try to be understanding with this to a degree, but this last time has done me in. I have never been so frustrated and angry in my life.
A few weeks ago I was having trouble with my software and had to purchase software support. In less then two months I had to have Dell remotely access my system to help me out (3-4 hours at a time). The last time I was told I needed to purchase more memory. I asked specifically if I needed to go to a Best Buy/Geek Squad to purchase then install the memory as I am not computer savvy. NO NO NO I was told, purchase it through Dell and call us when you receive it and we will at no charge walk you through installing the new memory.
Well - no surprise - I call Dell this morning get transferred about 5 times and two hours later I am still looking at the memory sticks sitting on my desk. Why is that, because my hardware warranty has expired and unless I spend a one time fee of $60 dollars to have someone walk me through this I am out of luck.
The situation is frustrating enough, but to top it off I call back (dumb me) to speak with customer care (HAH) and they inform me they can do nothing to help me. I ask isn't customer care in place to assist customers, and very specifically unhappy customers resolve their issues. The answer of course was yes, but it is not up to us if technical support will waive the fee even though another dell representative miss-informed you. Oh My God! Can this company care less about their customers - as a long time small business client I would assume someone would get the big picture and waive the fee knowing that they will make more money off me in the future, but no that requires some thought. I would assume Dell would want to be known as a company with impeccable customer service, instead they seem to prefer being known as a company that is only interested in making a dollar. They will make no more money off of me or my businesses and I will never recommend Dell to anyone again.
Off to Best Buy to get some real support.