*** Some people mentioned they were able to access the account over the phone with Dell without any other information, so I’ve removed all the numbers from the letter my coworker received.
* Short break from Software Dev posts — I wanted to get this out there.
I sure do. I remember there was once a time when the Dell name was associated with quality computers. Apparently, they’ve taken the wrong path somewhere down the line, and my experience with Dell has been less then stellar as of late. Case in point, I’d like to tell the story of what happened to my coworker.
My coworker recently had problems with his Dell laptop and sent it in. Not too surprising — laptops move around a lot, thinks might come loose, stuff stops working. It happens. I’ve worked with many laptops, and never had one not have some sort of problem after 2-3 years. Needless to say, it makes sense to buy a warranty for your laptop when you buy one because these things tend to break. My coworker is fully aware of this, and purchased some sort of extended warranty plan for his Dell laptop.
So after sending it in and waiting several weeks, he began to wonder when he was going to get his laptop back. He talked to Dell service representitives initially by phone, and though they weren’t able to provide him with any information, they assured him they would call him back when more details were available. Unfortunately, the call never came. My coworker decided to try the online chatroom help instead, since he didn’t seem to be getting the help he needed. The online service chats were no more useful.
At this point, over a month has passed since the laptop was mailed away, and he hasn’t been able to get any sort of straight answer. I observed him chatting with the service representatives online, and frankly, the level of service was ridiculous. My coworker asked when he would get his laptop — the representative responded with things like “You should have more information in 72 hours”. 72 hours just to get more information about the status of a laptop that was sent in weeks ago?! The representative also assured my coworker that if for some reason his laptop couldn’t be fixed, a new one would be sent to him.
Today, my coworker received his laptop back from Dell much to his suprise. Finally, the wait was over! Or was it? Inside there was a note, describing the repairs done. This is what it said:

Talk about a slap in the face. Not only does it still not work, the ‘Thanks!’ at the bottom is like a cruel taunt.
I’m writing this in hopes that someone at Dell sees it, and rectifies this example of poor customer service.