Beleaguered Dell sued over shoddy tech support, creating ‘Dell Hell’

Apple Store“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.

46 Comments

  1. 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?”

  2. 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.

  3. 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.

  4. 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.

  5. 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.

  6. 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.

  7. @ 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

  8. 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…

  9. 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…

  10. 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. ” width=”19″ height=”19″ alt=”grin” style=”border:0;” /> en

  11. 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.

  12. 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!”

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