Customer service trumps quality: why I like Dell

[Piratecat]

How'd you convince them to send you a new one?

My Dell Ispiron is on it's 4th harddrive and 2nd motherboard in something like 2.5 years. Can't get them to give me a new one.

Hmmm. I've never had a hard drive problem, knock on wood.

The first time, it was easy; saying "Is my computer supposed to smoke?" was all it took.

Yesterday, it was a little trickier. I spoke to the guy in normal tech support, and he transferred me to a woman in DMC (the technicians who approve major repairs). When she said that the video would be fixed by replacing the motherboard, I laughed, and said that was board number 5 or 6. I then goodnaturedly asked her to look at my history, and explained that although I love Dell, this particular PC was a lemon.

What cinched it was when I said (and this is true), "I'm in the process of buying a few laptops form my company. It's frustrating, but I'm actually considering not buying Dells, because I've had so much trouble with this one." She then made me the offer. I gladly took her up on it. I think that the upper-end techs have the power to allow such things, if they're convinced that you got screwed and that it will affect your future buying habits.

 

[KenM]

I got a new computer last Febuary. I got an HP, once I got everything set up and installed my games, ect. I tryed playing a couple of onling games, was getting insane high pings with broadband. I could surf net fine, it was just with the games. I called HP, they said it was ISP company. I called ISP, they said it was my new HP.
I called HP back, they had me run tests and it was not the computer, but they offered to call me next day and set up a conference call with my ISP to tell them it was not my computer. I thought that was very cool.
I figured out what it was before it came to that. Turned out I did not have my game's net settings for broadband. My bad.

 

[MarauderX]

Yeah, that's why I love Dell too, and will never buy an HP product of my own free will. Customer service is sooo necessary, and without Dell to back up my system now, I would be SOL like I was with not one, but two HP products.

Things change, competitors get better, etc., but Dell has the history of earned trust with me no matter what PC mag has to say about them.

 

[KnowTheToe]

Customer service is sooo key. I still refuse to buy or even consider Gateway after all of the configuring & support issues I had with my 486 (pre pentium), early windows when hardware was not all compatable etc. Gateway was horrible to me. That was nearly 10 years ago. I have only built my own systems since then. At least then I know what is inside and can only yell at myself. I am glad things are so close to total plug and play, because I am no techie.

 

[Destil]

Wait wait wait... you get service on your computer and not the individual components? What, did it all come as one peice with softwear installed, too? Weird...

Yeah, I'd have to agree... given the pain it's been trying to get asus to replace my mother moard I'm seriouslly considering switching to some other company for my next rig... particuarlly given that this is the 2nd asus board I've gone through in as many years.

 

[Piratecat]

Just arrived - and it seems to go Vrrroom!

Knock on wood.

 

[Hand of Evil]

Well, I like both, I expect quaility and if something goes wrong or I have issues (who me) I want services! As long as they took care of the problem and I don't have repeat problems their is a good chance I will repeat buy.

 

[Macbeth]

I have to say that Dell has done nothing but impress me. So far ordering was a breeze, it shipped promptly and arrived within a week or so from my order, not from when the system was completed, and with the offer they were running I didn't have to pay shipping. The machine runs wonderfully, and it was the best value I have ever seen on a laptop. Luckily I have not had to call customer support yet, but I know that should I have to, It will be the least painful customer support in the industry. The machine runs wonderfuly, and handels even things like installing a new OS (Linux) without trouble. Unless this machine breaks down horribly AND dell won't do anything, I will keep on recommending Dell.

 

[Sixchan]

I've been saying to my housemates that we should get a Dell for months now, but no-one ever listens too me, and I can't afford one on my own.

Anyone got an old PC they don't mind shipping to a guy in need?

 

[Martin]

My laptop has had an ugly history. Mind you, I've banged on it more than a little...

Dude!

Eric's grandmother, remember?