So you are thinking of buying a Dell

-Contact- FAQ-Table of Contents-articles- Letters-book reviews- Music-Videos- Links

Custom Search

Editorial: 3/31/2002

I worked for a Dell outsourcer doing both Technical Support and Customer Service. The following are issues that should be brought to the attention of all potential Dell customers. Dell makes good PC's, but buyers should make their decision fully informed of all factors. By the way, please read between the lines here. I sure as hell can't afford to be sued by Dell so my comments here are very guarded.

Phone Support Issues

Dell has won many awards for tech support despite the fact that you cannot take your computer in to a local store when it breaks. You need to understand, however, that you will be troubleshooting over the phone if anything happens. In a no POST/no video situation, that means you will not only be opening the case, but you will be asked to strip the motherboard. (This is just an example, obviously this is not going to happen to that many buyers.) Make sure you are willing to do this before making that order.

Rebate Issues

I had customers tell me that the salespeople told them, "You will receive the rebate coupon in the mail." Sorry, no, unless the policy has changed since 12/2001. You have to go to Dell's Web site, go through several links to find your specific rebate coupon, print it out, and mail it in by the specified date.

I had several people call that did not realize this until after the date had passed. My supervisors would not allow me to give them the rebate - as much as $150, a significant amount even today - but to offer them a digital camera, printer, scanner, etc. If I told you what those items cost Dell they would sue me, but let's just say its a small percentage of the $150 advertised rebate.

Sometimes unrealistic shipping schedules

Customers would tell me they were told to expect their custom-built PC in 7-10 days. As I remember it, I was told it takes 20 days to build, burn in, and ship. (UPS shiping is 3-5 days from Texas.) I do remember getting calls from understandably ticked off folks who ordered in early November and their ship date had slipped beyond Christmass. One of the reasons I left was I got tired of getting my butt chewed by these people.

Where are the women in the ads, dude?

Not only "dudes" buy PC's. The few women in their ads are token figures, like the smiling airhead sitting in the blonde shill's car (excuse me, his father's car.)

Interested in an alternative?

PC's are basically home appliances at this point, so shop everywhere you can. Be sure you consider support policies and procedures, and don't order a custom-built PC through the mail if you need it in a week.

I would appreciated your checking out Wolf Computer Classifieds as part of your shopping experience.

Email the Editor