Lessons Learned with Dell...

In case you are planning to purchase a new computer from Dell, here's some information that may come in handy. I personally learned this valuable information the hard way. I have two Dell computers, one a laptop and one a PC. And although I love the Dell product, I despise Dell's Customer Service. So you can imagine when my laptop started serving up the "blue screen of death" I started to get really grumpy. Not because I think computers should work flawlessly forever and always, but because I knew I would have to deal with Dell's nightmare-of-a-phone system and computer techs that could barely speak my language. Maybe I went into the whole experience with negative expectations (based on many previous experiences) and I'll admit that could be part of the problem, but needless to say it took me a total of about 5 days, a few hours each day trying to get my warranty issue resolved.

I can't tell you how many times I was passed off from department to department, waiting 1/2 hour to an hour on hold only to be hung up on - it was so pathetic that after awhile it became almost comical. However, I did in the course of my 5 day journey through Dell-Hell, happen upon (I was transferred to his department inadvertently) a very helpful individual (in the business division) who gave me some great advice. He explained to me that my laptop was purchased as a "home" computer and he further explained that they have separate departments for "home users" and "business users". Based on what I learned from him, if you buy a home computer and need tech/warranty support, you get to wait on hold for close to an hour before finally reaching someone, most likely in India who you may or may not be able to understand and who has very limited authority to help you solve your problem, order parts, etc. If you buy your computer from the small business division, your wait time is greatly reduced and you get to talk with someone you can understand and who is dedicated and empowered to get you the service that you need. Bottom line, if I had purchased my laptop through Dell's business division the level of attention I would have received and the competency of the techs would have been far superior than to what I experienced as a Dell home user. So...a word to the wise, if you're going to buy Dell - let them know you are a small business user from the 'get go' - it will save you a great deal of frustration down the road.

I buy my computers from VOS Computers in Portland now, check them out »»

Back to Resources »