UPDATE (11/15): Thanks to James at Electronica Radio, a blog by the producer of a tech show on KABC radio in LA, for getting the teacher on the show today. Even though she was at the end of the show and didn't have much time, they gave some recommendations and would get involved themselves, if needed.
UPDATE: Kevin McCullough discussed this story on his radio show and the teacher may be on KABC radio this Saturday morning. Thanks!
The following is an email I received from a kindergarten teacher here in San Diego County:
I bought a Dell computer which arrived at my door on August 18. Much to my disappointment, wrong parts were sent to me...a CD-Rom was installed instead of the DVD-Rom I had ordered. Then I found out the DVD burner only burns -R and -RW, not the +/- R and RW that I had requested. It took me over a month to fight with Dell in order for them to compensate me. They finally sent me a DVD-Rom, which I had to install myself. However, they couldn't give me a DVD burner that burns all 4 formats simply because Dell does not make a burner that can handle all the formats. So they just gave me an external hard drive for compensation.
Just when I thought the nightmare was behind me, another one was right around the corner. Many of the applications weren't working correctly. These were just simply programs like Office 2000, Studio 8, also my CF Card Reader and my Epson printer. I've called tech support over 13 times, each time I was on hold for over 45 minutes and was transferred around countless times. In many occasions, I was on the phone for over 4 hours(or more)that my phone battery died on me. When I requested for the tech to call back if I was to cut out, no one ever called back, ever!!!!
So I thought I would just reinstall Windows XP and all the drivers to give the computer a frest start. Then the reinstallation froze in the middle of the process. This prompted a tech to suspect that XP was corrupted to begin with, which explains why was having such tremendous problems with my applications. Dell decided to send me a new set of System Recovery CDs, then along came a bill of $258. Needless to say, I called Dell immediately! One department said to disregard the bill, another said I must return all 30 defective CDs, or I would be charged $258. However, I never received 30 CDs from Dell to begin with. How could I send back something when I've never received them in the first place?
Finally, I got tired of dealing with Dell's incompetence and, once again, aked for my money back. But Dell refused to give me my money back because I'm now outside my 30 day refund window. I reminded Dell that my problem started on Day 1 of delivery, but everytime I tried to ask for my money back, the customer care agent would always try to redirect by attention by sending me to tech support. I was too naive, thinking that I could trust Dell's good name and integrity in helping me resolve all the issues.
To make matter worse, the only solution Dell is offering is to give me a full system replacement. By definition, the way Dell replaces your system is by sending out a REFURBISHED computer. Now, I've paid over $1800 for a refurbished computer, what a joke!
I've written a 3 page letter of complaints, but Dell wouldn't even give me the names of the CEOs of Customer Care and Tech Support. I went on the Net and did a searched on "BAD DELL CUSTOMER CARE" and found numerous complaints on many forums. Amazingly, everyone was sharing the exact same story...computer installed with the wrong parts, would not replace but sent out refurbished parts only, extremely long holding time, and no accountibility. Many people have tried sending registered letters like me, and never got a response back. I've exhausted my resouces and simply don't know what to do anymore. So, if you have any suggestions, any at all, I would greatly appreciate it.
This is absolutely horrid. Please spread the word about what Dell is doing. Hopefully, they will make things right. Please contact me if there is something that anyone can do to help out this wonderful teacher.
Posted by Tim at November 15, 2003 11:03 AMAs producer of the KABC Computer and Technology Show in Los Angeles, I can tell you that NOBODY is immune to the all around crappy service of Dell Computer.
Call us at 800-222-KABC Saturday, from 9:00am-11:00am PT and I'll give you the chance to vent in the 2nd largest media market in the country. And perhaps we can help you get some satisfaction.
James
Posted by: James DeRuvo at November 5, 2003 01:38 PM
