“Dell is the No. 2 computer seller in the United States, but now some say the technology giant is ripping off its customers,” ABC News reports.
“New York state Attorney General Andrew Cuomo has filed a lawsuit against Dell, accusing the company of deceptive, fraudulent and illegal business practices,” ABC News reports.
“‘You can have aggressive marketing, and if you go too far it’s consumer fraud,’ Cuomo said Tuesday. ‘In our opinion they went too far, and this is consumer fraud. They offered a product, a service that they didn’t deliver,'” ABC News reports.
“Part of the suit claims that though Dell gave the impression of an “award-winning service” available to consumers ’24 hours a day, seven days a week,’ consumers faced ‘nightmarish obstacles’ to get help and technical service for their computers. Cuomo said New York had received 700 complaints about Dell — more than the number of complaints for any other related subject,” ABC News reports. “Some Dell owners say when they sought help for their PCs, they endured a kind of Dell Hell.”
Full article here.
[Thanks to MacDailyNews Reader “Bev M” for the heads up.]
MacDailyNews Take: Macintosh. You get what you pay for.
you pay $500 for a computer and you’re upset you don’t get high-quality service????
No kidding. Their “customer service” is legendary for being awful.
Never call Dell customers support! That’s a lesson I had to learn the hard way.
Dell’s argument — U GETS WAT U PAYZ 4!
Apple inc.’s take on that — YOU GETS WHAT YOU PAYS FOR!!
For me, Apple’s customer support has been responsive and available as advertised.
you pay $500 for a computer and you’re upset you don’t get high-quality service????
They have to give you what’s advertised. If they sell a Corvette for a dollar, and advertise that it will best a Ferrari in the 1/4 mile, it better do it. It doesn’t matter what the product costs, the company has to deliver what it advertises.
MDW: “give” Give you Dell little box away and buy a Mac.
ChrissyOne …
Beleaguered Dell Beleaguered Dell Beleaguered Dell Beleaguered Dell Beleaguered Dell Beleaguered Dell Beleaguered Dell Beleaguered Dell Beleaguered Dell Beleaguered Dell Beleaguered Dell Beleaguered Dell Beleaguered Dell Beleaguered Dell Beleaguered Dell Beleaguered Dell
MDN
You misspelled shitty.
“Beleaguered Dell sued over shoddy tech support”
@ oh my
You took the words right out of my mouth… =)
BTW, I saw this rumor yesterday on Google finance, and the speculation was that Cuomo (didn’t he front Weezer?) was going to go after Apple. D’oh!!! =) More FUD revealed!!! =)
So you go, Cuomo, stick it to Mike and put this litter-box maker down once and for all. We’ve all had enough.
-c
@gforce – Exactly.
My favorite Dell story is still the one told by one of my Dell-using work associates. Last October he was having continual problems with his laptop, and kept having to send it in. On the third time when he called to get the status of his warranty repair the tech support person asked him what he was using his laptop for, my buddy replied that he was using it mostly for creating and delivering Powerpoint presentations. No lie, according to my Dell-using friend, a loyal Dell user mind you, the tech support person seriously recommended that he get a Mac laptop.
That should be Dell’s new motto: Want to get something done on the run, get a Mac.
“Macintosh. You get what you pay for.”
Mac. You get more what you pay for and Peace of Mind.
New York Attorney General Andrew Cuomo filed a lawsuit Tuesday accusing Dell Inc. of deceiving consumers, but the personal computer maker’s stock rose Wednesday as investors appeared relieved the news was not worse.
http://biz.yahoo.com/ap/070516/dell_mover.html?.v=1
So what do they know, what else is there to be revealed?
In Dell’s defense, my father-in-law is one of those complaining about Dell, but most of his problems have been with Windows. He had to pay Dell for help since the issue wasn’t hardware related. That being said, Dell has the responsibility of working out some sort of deal with microsoft to support customers. I pointed out to my in-law this other advantage of buying an Apple — they make the computer and the operating system. Now after all my efforts to get him to switch, in the end it was Microsoft that finally got him to switch. He’s getting a macbook pro.
“Dude, your gettin’ a…
…lobotomy”
sad
I’m all about people speaking proper English if that’s the language choice I choose at the beginning of my service call.
Dell must outsource their service calls to India or someplace similar.
At least Apple’s service guys-n-gals can speak English (or whatever language you prefer). It’s the small things that count.
Mr. Peabody writes, “my buddy replied that he was using it mostly for creating and delivering Powerpoint presentations. No lie, according to my Dell-using friend, a loyal Dell user mind you, the tech support person seriously recommended that he get a Mac laptop.”
So who says the tech was a Dell employee? One of my favorite stories demonstrates how even the “majors” rely on third party contractors. A fellow calls Compaq for support: “Hello, Dell, may I help you?” “Dell? I was calling Compaq”, says the hapless user. “Oh right”, says the tech, “Compaq support, may I help you?”
Apple outsources a LOT of tech support, especially older products. I know, I used to work in the CAC in Austin. Lots of stuff went to outfits in Colorado and later on I heard offshore.
Actually
It’s the shoddy POS of a OS called Windows that is directly responsible.
While OEMS like HP and DELL have to deal with customer problems, M$ sits back and laughs their ass off.
Why isn’t M$ being sued over their shoddy
OS? Because that would be corporate suicide for the PC box assemblers.
What Dell and them should have done is just included a Windows OS disk in the box, not pre-installed. Then direct any OS problems back at M$.
But noooo, they had to get greedy and get paid for all the crap installed on new PC’s, including the OS.
Good, let them die.
Actually
It’s the shoddy POS of a OS called Windows that is directly responsible.
While OEMS like HP and DELL have to deal with customer problems, M$ sits back and laughs their ass off.
Why isn’t M$ being sued over their shoddy
OS? Because that would be corporate suicide for the PC box assemblers.
What Dell and them should have done is just included a Windows OS disk in the box, not pre-installed. Then direct any OS problems back at M$.
But noooo, they had to get greedy and get paid for all the crap installed on new PC’s, including the OS.
Good, let them die.
Actually
It’s the shoddy POS of a OS called Windows that is directly responsible.
While OEMS like HP and DELL have to deal with customer problems, M$ sits back and laughs their ass off.
Why isn’t M$ being sued over their shoddy
OS? Because that would be corporate suicide for the PC box assemblers.
What Dell and them should have done is just included a Windows OS disk in the box, not pre-installed. Then direct any OS problems back at M$.
But noooo, they had to get greedy and get paid for all the crap installed on new PC’s, including the OS.
Good, let them die.
Actually
It’s the shoddy POS of a OS called Windows that is directly responsible.
While OEMS like HP and DELL have to deal with customer problems, M$ sits back and laughs their ass off.
Why isn’t M$ being sued over their shoddy
OS? Because that would be corporate suicide for the PC box assemblers.
What Dell and them should have done is just included a Windows OS disk in the box, not pre-installed. Then direct any OS problems back at M$.
But noooo, they had to get greedy and get paid for all the crap installed on new PC’s, including the OS.
Good, let them die.
One part cheap hardware
One part bloated software
One part outsourced technical support
Stir together and simmer well
What do you get?
The Dell experience aka Dell Hell. A triumvirate of evil.
Bon Appetite.
@ Raymond from DC
Sort of right, but most call centers have teams devoted to specific products, you would probably never take one call for Dell and the next for Compaq. It’s true that teams get shuffled around, but it’s not likely that it would happen from case to case.
Of course, this is how a *good* call center works… sounds like Dell has done it on the cheap. (surprise) (not)
-c
Remember, Dell spelled backwards is LLED!
Hello ChrissyOne!
Have you caught up with RDF yet? I got caught up in its honey trap yesterday!
PC’s are like buying a house
The first home one purchases is just great – perfect in fact! Then, after a few years thoughts of “You know, in my next house I want molding around the windows, not this sheet-rock appartment-like design… and a nicer, larger deck, with a built-in grill area would be great. And the kitchen cabinets will be better than these… and I want a bigger, better shower and walk-in closet.” Suddenly that perfect house is seen for what it really is – a starter home.
Dell is the starter home of PC’s. From product to service, what they deliver is that ellustion of “we have it all for a really low hook price” and after a year or two the owner sees the product for what it really is – a stater home.
The problem with Dell is they are not retaining the second, third and fourth generation buyers. Once a person buys a Dell, and perhaps even a second one, they see it as cheap, and not meeting their true digital lifestyle needs. These buyers could purchase an XPS Dell, but it’s too late for Dell – they reap what they sew, in branding themselves as a low-price, and cheap product.
The once-Dell customer looks at other options, and among those are HP and Apple. The customer no longer can handle the 1,500 sq. ft. home with no kids. Their life now requires 2,600 sq. ft. and 3 bedrooms, a den and bonus room for the kids.
Apple is that 2,600 sq. ft. home that does it all, and keeps the consumer coming back for that level of product and service.
Once, that buyer purchased a 17″ iMac. Now they are back looking at a 24″ iMac, or a MacBook or MacBook Pro all loaded up.
Bravo Apple for tight brand integration. The brand is indeed the product, and the product the brand. Apple gets this, and has spent the past 7+ years (since Jobs return) working this out, and is finally reaping its efforts across the board.
Dell is hard at work doing the same thing and expecting different results… Bravo Dell, bravo…
The issue New York has with Dell involves people who paid extra for additional “In Home” service at the time they bought their PC’s. According to their AG, more than 700 people complained that when they called for support Dell instructed them how to open the cases of the computers to do their own troubleshooting. Many weeks later they might get a technician on site, or they might not. Hence, “Dell Hell”.
Deceptive practice? I think so…
Well, that just can’t be. See, Dell is the second largest computer maker, and Microsoft is the largest software maker, so they must be the best, . . . . . cause they are the biggest!!!! right?????
nuff said.
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My Father bought a Dell.
3 weeks after receiving it the hard drive died. He had bought the in home care so we called Dell and requested service. They told us they would ship the drive to us, once we received it the tech would be sent to install it.
3 weeks later the drive arrived, after 4 weeks no tech.
Contacted Dell again-they informed us they were having problems getting the drive to us-it was still in Nicaragua.
No, it’s sitting in our living room. No, insisted the support center, it’s not-it’s in Nicaragua. After 20 minutes of that an appointment was made.
I will wrap up with eventually a tech showed up and installed the drive but would not reload windows on it using the Dell install disk.
Would have been far better off if I had just gone and bought a new drive and installed it for him.
You can’t sue Microsoft for making a crappy OS because in the EULA there’s probably a line saying “Use this OS at your own risk. We’re not responsible if this doesn’t work. Good luck there Buckaroo. Ha ha ha. Boy did we see YOU coming!”
to PzKpfW:
Actually, there’s talk about the EULA not even being enforceable in many areas of the world. Here’s the thing. You go buy a piece of software, and you have to open the packaging to the point of not being able to return it, and then start the install process before you even get to SEE the EULA.
Many people argue “well, how in the HELL am I supposed to agree to an EULA, if I can’t see it before I PAY for it?!?!? Once I open software, it can’t be returned.”
See where I’m going with this? I have thought of this all along, and wondered why no one talks about it. But they’re finally starting to.
It would be like buying a house, non-refundable, paying cash for it BEFORE you get to see all the purchase contracts and Home Owner’s Association Rules that state what you can and cannot do to your property. Just ain’t legal, I tell ya!
Bleh. All customer support from all companies is garbage these days. I have a 9 month problem with comcast – the charge me for something I do not have. They admit, each time I call them, I do not have the item (modem rental, I bought mine in 2001). I am sure Apple and Dell and Verizon and AT&T and … all have problems as well. If your computer breaks, recycle it and get a new one. The margins are too low to expect any real assistance at all from any company. Sad, but reality.
I use to work for the assholes and I seen everything of what goes on inside Dell and these people don’t care one minute about the people
They think like well we know the produrt sucks, but you brought it and I (Dell) have your money now and you have to pay for the support, which, they are station in India and they are working for pennies
The junk I (Mike Dell) sell is making me rich. I remember back in the days when he come around and shake people hands and talk to you like he knew you. And every month, for one day we will have free lunch and dinners. But now you never ever see him. Just work 10 to 12 hours per day and 6 to 7 days per weeks. His bottomfeeders are out for blood. Trying to my names for themselves for firing good people for dumb reason.
And now It’s all about how much can they get out the door. I hope and prey they nail his ass to the f@cking wall
While I was reading this story, there were 142 comments in response. By the time I got done reading, the number of comments had grown to 161.
I’m sending the link to this article to everyone I know who owns a Dell.
It’s about time.
I still have nightmares about my last Dell Inspiron running Windows ME.
A piece of shite on a piece of shite. A double feature nightmare.
Say what you want. The still offer better systems than Apple. Try upgrading your iMac.
@ Crabapple
I never look back, dahling. It distracts from The Now.
If you were to configure a similar system from Dell as one from Apple…then the Apple would ALWAYS come out cheaper. Yes, Apple does not have a gaming system family, however thats not Apple’s targeted focus of individuals. Apple targets normal average joe type individuals on one end..to the powerful creative professionals on the other end. If you want to game..you can use Windows, for everything else, OS X can do the things 10X better.
@JibJab
Viruses make the system better? Spyware as well? I don’t think so…
They are also being investigated for their seedy intrest-rate shenanigans.
Buy a $1500 computer with no money down on the Dell ‘Preferred’ Card, pay the minimum payment @ approx 30%!! interest and end up spending about $6500.00 on just the computer alone. ‘Preferred’ (sucker) indeed.
I also agree with those above who feel that MS should take the brunt of the blame. Let’s face it – hardware is hardware. Macs are basically the same underlying machines with superior styling, so I believe Windows is what is causing a lot of these people’s woes.
Windows is like walking through Hell in a gasoline soaked thong!
@ JibJab
Try upgrading your toaster. When something works, you shouldn’t have o fiddle with it.
Tell me what 6 year old Dell can run Vista as well as my G4 Dual 800 can run Leopard.
Waiting.
WSJ: http://online.wsj.com/article/SB117928037803904288.html
When I called Apple’s customer care, my call was perfectly handled by an Indian guy. He was nice and solved my issue. That’s what counts
Good ‘ol Andrew Cuomo. Just like his Dad.
That’s why we need Democrats in office.
May 17 L.A. Times update:
“One of them was from Jacqueline Scofield, who said she paid Dell $300 for an “on-site” service plan that was supposed to guarantee that a technician would go to her Ridge, N.Y., home and fix her computer if there was a problem. But when Scofield called for help, she said, the technician wanted the 75-year-old retiree to climb under her desk, dismantle the computer, pull out a memory chip and fix it herself from parts Dell promised to send.”
Schadenfraude
MW: Moral. Enough said?