If you’re a regular reader of Consumerist, you are probably aware that Dell Hell is usually reserved for Dell customers who are trying to get their hardware fixed or replaced. But here’s the tale of a man who has spent months just waiting for a refund from the company.
Max was trying to be all “yay, local business!” and bought his notebook computer less than a year ago from a local independent retailer. This computer wasn’t built by that local store, though. It came from Gateway. According to Gateway’s records, they don’t even have parts for it anymore, since it had been manufactured in 2007 or 2009. Even though it came new in the box with Windows 7 installed. Remember, that operating system that wasn’t released until 2009. According to Gateway, Max’s computer is so positively ancient that Gateway doesn’t even keep the parts for it around anymore. The computer that he bought new–or so he thought–less than a year ago.
Andrew had a beautiful and relatively modest dream as a teen. He wanted to own an Alienware gaming computer. When he became an adult, he was able to achieve that dream by purchasing a M14x laptop. There was no happy ending for the man and his computer, though. It has needed to be sent back to Dell five times already. He bought it in August. Of 2011. He hasn’t even owned it for a whole year yet.
While it turned out that monologuist Mike Daisey made up a bunch of stuff about working conditions at Foxconn, that doesn’t mean that things there are all sunshine and roses. A recent labor audit found the giant Chinese manufacturer has working conditions that need a whole heck of a lot of improvement.
Experienced customer service wranglers will tell you that if you’re going to buy products from Dell, buy them as a small business owner, since they get better customer support. I’d hate to see what kind of support reader Benjamin would be getting for his Vostro notebook computer if he weren’t a small business owner, then.
The Alienware Aurora ALX is a pricey, awesome gaming computer that sort of looks like a blue Cylon. Except in Drew’s home, it looks more like a giant $6,000 paperweight. No matter how many extra parts Alienware/Dell try to sell him to fix the problem, the glorious beast still won’t work. Drew is a Marine, and he, his family, and his computer are now stationed in Okinawa, Japan. That means transferring the warranty to Dell Japan if he wants to keep trying to get the damn thing to work. What’s Japanese for “lemon law”?
By pissing off this one customer, Dell may have lost millions of dollars. Bill is a corporate account holder and a consultant who makes recommendations to Fortune 500 companies on how to spend their IT money. Usually he recommends Dell, but after his trip to Dell Hell, that will no longer be the case.
One of our reader’s Dell laptop had a defective NVIDIA chip and wouldn’t you know it, it was out of warranty and he had missed the window for getting it replaced as provided by a class action lawsuit by a month. It was dying for exactly the same reasons as defined in the lawsuit, but he just barely didn’t make the deadline. He didn’t let that stop him.
Two rounds of WCIA bloodshed are in the book and the beaten bodies of 24 multi-billion dollar companies are being hauled off to be burned on a pyre. But for those businesses left standing — let’s call them the Elite 8 — the parade of pain marches on.
Here’s an interesting bout featuring not one, but two crippled combatants. One hobbled by shoddy electronics and the other shackled by leaden copyright protection software.
David’s Alienware laptop has a defective hinge design, and he’s already had the problematic part fixed twice. While Dell has promised a fix for the defect in the near future, David’s warranty has expired and his computer is close to breaking again. He needs help from Dell that no one is interested in providing.
At the end of last semester, Alex experienced one of the great college student nightmares of our time: his Dell laptop fried itself shortly after the warranty expired. While he Fortunately, he had a few things going for him: his father had originally purchased the computer on a credit card (American Express) that extended his warranty protection, and Alex knew enough to research the specific problem. AmEx’s repair offer didn’t satisfy Alex, so he summarized the situation in a letter to Dell founder and CEO Michael Dell.
Charlie sent in his HP Mini for repair after the keyboard and mouse stopped working. They denied his warranty repair by saying that a loose tape was caused by water damage, which, while not only unlikely on the face of it, seemed impossible to Charlie as he babies his computers like they were FabergÃ© eggs. So he launched his campaign on HP upper management…
On Black Friday, Rich attempted to give money to Dell to purchase a TV. He failed in this endeavor and Dell doesn’t seem to care, despite sending him 5 order acknowledgement emails.
Brandon tells Consumerist that he found the best deal around on a huge Vizio TV from Dell. Unfortunately, instead of finding himself in 47″ HDTV bliss, Brandon found himself condemned to weeks in Dell Hell, while the company threw out empty promises and conflicting excuses, and in the end simply can’t deliver the television that Brandon purchased.