I've had good experiences with these guys (and gals, I assume). They've even gone so far as to post unsolicited responses to problems with Dell products on (non-Dell) messageboards. Now why they can't just hire another couple thousand of them to handle regular support, I don't know... :)

I'll have to pass this info onto a friend who is trying to get Dell to repair her laptop. Thanks, consumerist!

But the real question here is why don't they treat -every- problem as serious as the ones that are routed through here? It might not be as cost effective as handing the job to an outsourcing company, but I (and I'm sure millions of others) would pay more on a product knowing I'd be treated like a real person when I had a problem.

Another tip that can save people lots of hassle is to order through Dell Small Business rather than Home Office. Their Small Business customer service is tons better.

@sporks: You answered your own question, "It might not be as cost effective...". God bless good ole American Capitalism!

I've generally had great experience with Dell and their support. I've worked in IT, and businesses tend to buy business models - Latitude and Optiplex, with Gold Warranty, and Complete Care for laptop. That combination will almost always get you the best support.

If you want to save money and can afford to have your computer down for a while to ship it back and forth for repairs buy the cheap models. If it's critical to be up and running, buy the business line, they cost a bit more, but when you need mission critical hardware and support you have to pay for it.

The consumer models (Inspiron or Dimension) have razor thin profit. With such small profit on consumer models, why should they care if they lose a customer? They go into the red as soon as they have to support you in any way.

Dell knows where their bread and butter is - businesses. I always buy the business models - Latitude and Optiplex with Gold Warranty. They are better tested, and have better reliability. I do try to save a few bucks and buy at the outlet store - [www.dell.com]

All the major computer manufacturers have dual business/consumer lines. I am a fan of Optiplex desktops, Latitudes are ok, but I'd prefer Toshiba's business laptop.

--
Kevin
[investnaked.googlepages.com]

As a business owner, I purchased a Dell machine with 24 hour (nights and weekends included) warranty support. Thankfully, I haven't needed it until last week.

On Thursday, the machine started to overheat. The first call to support diagnosed the problem as a video card fan, but the call was disconnected before the ticket could be completed.

The second call to support didn't go well, as I was told in no uncertain terms that I did not understand the definition of "next day" and that it really means three to five days. Huh? This technician was unable to confirm whether or not I needed just a fan replaced, or the whole video card, and asked me to call back.

Tech number three was an ass. He confirmed that the needed fan was integrated onto the video card and that both would be replaced. However, he also told me that expecting next day service was unreasonable, and that some one would be in touch within a week to set up a service call. Utter bull****.

Thursday evening I launched an EECB (thanks Consumerist!) and received a call from the Consumer Advocate at 7am Friday morning. They promised to dedicate themselves to resolving the problem and indicated that the needed parts would be shipped overnight for a Saturday on-site repair. Friday afternoon, they called back and said that "policies and procedures" were in place that prevented them from getting the part out and that someone would be in touch on Monday. They even tried to pass the blame onto the third party contractor that does the on-site work, even though it was Dell that couldn't get them the part. How frustrating - over an eight hour day, no one could drop a part into an overnight package? I think they have the Comcrap turtles working in their warehouse.

Monday, the first tech that called said that he wouldn't do an evening appointment. The second tech that called was great, we set up an appointment and he showed up on time - WITH THE WRONG PART.

The "Consumer Advocate" phoned me Tuesday morning to see how things went, and they got an ear full. The only contact I've had since then was an automated e-mail thanking me for contacting warranty support ON THURSDAY OF LAST WEEK and letting me know that someone would be in touch to set up an appointment. To add insult to injury, this e-mail reminded me to keep my warranty updated to avoid costly downtimes. What a joke.

I wonder when my "next day" repair will actually be completed? So far, I am not at all impressed by the power of my so called advocate.

Oh, lovely. The model in the pic is the same as my work PC.

@magus_melchior: On closer inspection, it's a slightly wider model. Still, seeing a BSoD on a model with the same general design was unsettling.

I have just had a bad customer service experience with Dell, so I am tossing this out there.

Michael Dell
3400 Toro Canyon Rd
Austin, Texas 78746

Here is a nice picture of his house.

[maps.google.com],+Austin,+TX+78746,+USA&sa=X&oi=map&ct=image

While I don't have a HOME PHONE NUMBER, there is a small business called Renaissance Builders listed out of Michael's Home. Their number is (512) 347-7000.

* Michael Dell
Chairman and CEO
michael_dell@dell.com

* Donald Carty
Vice Chairman and CFO
donald_carty@dell.com

* Ronald Garriques
President, Global Consumer Group
ronald_garriques@dell.com

* Michael Cannon
President, Global Operations
michael_cannon@dell.com

* Mark Jarvis
Senior VP and Chief Marketing Officer
(Dude, You're Getting An Email!)
mark_jarvis@dell.com

* Lawrence Tu
Senior VP, General Counsel
lawrence_tu@dell.com

* Susan Sheskey
Senior VP, Chief Information Officer
susan_sheskey@dell.com

* Andrew Esparza
Senior VP Human Resources
andrew_esparza@dell.com

* Paul Bell
Senior VP and President, Americas
paul_bell@dell.com

* Stephen Felice
Senior VP and President, Asia
stephen_felice@dell.com

* David Marmonti
Senior VP, President, Europe, Middle East and Africa
david_marmonti@dell.com

* Brad Anderson
Senior VP, Business Product Group
brad_anderson@dell.com

* Jeffrey Clarke
Senior VP, Business Product Group
jeffrey_clarke@dell.com

* Martin Garvin
Senior VP, Worldwide Procurement
martin_garvin@dell.com

* Alex Gruzen
Senior VP, Dell Product Group
alex_gruzen@dell.com

* Joan Hooper
Vice President, Finance, Chief Accounting Officer
joan_hooper@dell.com

* William Gray
Board of Directors
william_gray@dell.com

As someone who has done customer service both B2B and consumer2business, I myself am extremely irritated. Unfortunately, I know why their customer care department has earned the moniker "Customer Care-NOT" and why they are unable to even do the simpliest of Customer Care Tenants. I'm still trying the Policy and Procedure of Lean Global Framework to work it out because I see where their BIG vacuum in their customer service philosphy lies and there are gems in their framework...just got to find them.

But because I need to vent too. Today, I have talked to 8 different departments (6 of which I was transferred to in error) and have yet to have a single employee allow me to speak to supervisor nor have they even offered to escalate my situation. I decided to let it drop for today when my call was accidently dropped by Dell. What is even worse, part of my job duties is computer consulting which makes it hard for me to believe they are concerned about their emerging markets (DOI?)

At least HP, irritates me simply because they refuse to deviate from their Customer Service Script. (Clarification for those who have not had the pleasure: "I'm sorry, I am unable to service your request. I need to escalate your problem to XXXX, I will be transferring you directly. But first may I ask have I been able to resolve your problem for you today?" )

Today, I have experienced the worst, most incompetent service I have ever recieved from placing a call (MORE LIKE 5) to dell. It seems no one listens, no one cares, and you cant get to anyone with authority. They dont know their products, their policies, or much beyond being polite.
I am just a consumer, who spent some hard earned dollars, and now no longer count after the sale.

My advice.....dont buy a dell.