Go to Dell Hell

Chris Pirillo and Brad Fitzpatrick tell the full story of my descent into hell.

And now I can confirm that the fires of hell are, indeed, fueled by burning Dell laptops.

: A bloggy aside: Note the nice GoDaddy sponsorship of Chris and Brad’s cartoon humor blog: There’s an ad there, yes, but the cartoon itself also carries a subtle sponsorship line and the site has a coupon code for domain orders. These guys also sponsor Diggnation. This is a lot cheaper — though less sexy — than Super Bowl commercials. Then again, getting your commercial kicked off the Super Bowl is also cheaper and more effective than actually advertising there. GoDaddy is a smart marketer.

  • http://ruthcalvo Ruth

    Funnny enuff, when my son mentioned to me that he’d bought some stock in Dell, I gasped and told him your experience. He felt like it was a little late to back out, and regretted it when Dell plummeted. Dell hell has double entendres, I guess.

  • http://www.filmbuffonline.com Rich Drees

    I’m still trying to think what kind of catastrophic faiure needs to happen for a laptop, any laptop, to go kabloowie like that…

  • chuckR

    Dell and others’ laptops have had both battery pack problems and charger problems. I always unplug the charger on my 3 year old Inspiron when I’m not right there.
    I use mine at home in a wireless network and would be just as happy running the thing directly off line current w/o any battery. I guess I’d need an external power supply to do that and it would need to be better than the cheap chargers supplied.
    And it bears repeating – don’t buy the consumer line – laptop or deskside – of any computer manufacturer. The price pressure means they cut corners somewhere. I have had a reasonable experience with the Inspiron, but still had both battery and charger replacements. Dell’s Precision workstations have been trouble free for me. I don’t know whether that would extend to their higher end laptop.

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  • http://BlogArchive Bill Angle

    I am really impressed by the attention Dell is getting on their poor customer service but I wouled like to see some more specifics on details; for example, my new B120 Inspiron laptop is a DOG when it comes to website printouts. It prints way TOO LARGE and WASTES PAPER and INK by at least 50%. Could the wasted ink and paper have anything to do with the fact that DELL is the only supplier of INK CARTRIDGES?
    The made in China printer was free when I bought the laptop—-now I know why!! Apparently DELL knows they can recover the cost of the printer in a short time by selling Ink Cartridges at +$30 a pop. Is this a monopoly or what? I’m P—– by feeling taken on this deal.
    Anybody else had similar experience?

  • http://www.bashwagon.blogger.com joe summerlin

    I appreciate your full disclosure of the adverts contained in the cartoon. And your subtle “disclosure” helps market them even further!

    You get demerit points for using your blog for evil.

  • Dell is worthless

    Well, where to start. I just purchased a brand new laptop inspiron 6400 for about 800 dollars…and wouldn’t you know it. The hardrive is bad! Oh and this is the best part. I just started graduate school, I can’t use my laptop, the POS sits in my apartment…and Dell wants to “test” and see if its a hardrive issue by sending me a new hardrive….within 5 business days. Hello?? I just started school… I need a laptop. And correct me if I’m wrong…but I don’t believe I purchased a laptop…so I, the customer, COULD FIX IT. What the hell is behind the philosophy of this company?? WHere’s all this great customer service I heard and read about prior to purchasing this POS machine?? So basically, Dell makes you dish out a ton of money…then says sorry we went you a garbage laptop…here fix it with this. What the hell!? Mark my words, I don’t care how long it takes, what it takes, I WILL get a new laptop, even if it means finding Michael Dell myself.

  • http://www.gotohelldell.com Derek

    You guys ought to post your story at http://www.gotohelldell.com. Yes, it is a real site.

  • A Healthy Dose of Reality…

    I’ve been reading this blog for several months now. At the time, I discovered it when I was working as a Dell employee – I am no longer working w/ Dell at least in part based on some of the legitimate complaints I’ve heard on this blog and my desire to achieve a better work-life balance. Having been both in the “belly of the beast” and now having been a Dell customer as well – there are many areas that definitely need improvement. My system is refurbished as a part of an employee purchase agreement and – so far – has had no problems whatsoever (It is not the highest level machine – the Precision – but the midrange business system – the Latitude – and it is over 2 years old). I did notice some serious issues in terms of customer service when I had some issues receiving a few peripheral items – but they were actually caused by the delivery company and not Dell itself. Had I not had a direct line of contact to a real person who could answer my delivery questions, I would have been incredibly frustrated and I can truly emphathize w/ customers who have been trapped in “Dell world” unable to get an answer. But lets consider this, shall we?

    Is there not at least some truth to the idea that you get, more or less, what you pay for in terms of technology, some outlying situations aside? I’ve read for months complains from people who have bought a low range machine from the consumer line for 300.00 or 400.00 or 500.00 to run there most important processess and store their mission critical data. I’m not trying to be insensative, but is that really the wisest investment of capital. Would you really want to buy one of those packs of 10 underwear for $5 and then been astounded that they only last a couple of wears before falling apart? Or if you bought a car for 1000.00 would you really expect it to last 10 years and run at maximum speed and carry all of your construction equipment w/o ever having a problem? The issue at hand seems to be, at least in part, that some customers want to get a machine that is virtually indestructable (sp) for almost no investment. It has to strike a business customer especially that it can’t be possible to get the perfect machine designed to do anything your heart desires w/o some reasonable investment. The prices that are seen on commercials and in print advertising have been the source of tremendous challenge for Dell employees and customers alike because there is the assumption that just because a computer can be put together and sold for 299.00 that it means that it has everything any customer could need for that price (i.e. software w/ the proper operating system; an appropriate graphics card; the best available protection if something goes wrong; etc.) So many times I, as an employee, tried to explain that very fact to my customers only to have them say “No… I don’t need any of that extra stuff. I just want the 299.00.” At which point I would complete the sale only to get a call 2 months later that the customer now hated Dell because they’re bear-bones system can’t run AutoCAD or doesn’t have it’s own MS Word. It’s a deeply frustrating endeavor.

    I’ll tie the edges w/ this… It’s not to say that Dell is a perfect company – in truth, no IT company is perfect. Not to say that Dell doesn’t have some issues with meeting the ever changing needs of a customers – but some customers really need a dose of reality. If you’re an architect, a doctor’s office, an attorney, an accountant, or a home business that stores pictures or runs other machines from your computer terminal – a 299.00 system can’t do the job – Period! That manchine can be a Dell, an Acer, an HP – it can be made of solid gold. But a 300.00 computer cannot be expected to run a business w/ the needs you have today and for the estimated life of the machine – 3 – 4 years. There has to be a balance between your business investment and the total value of ownership. Bottom line: If you invest next to nothing and get no warranty protection – you can’t be incensed if you are not satisfied w/ your purchase.

    Real Advice…

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  • salvatore cross

    Here is one for you. I called Dell about a special they were running for McAfee. It was two years of McAfee Virus protection for around $90. I called and their “Sales Professional” sold me the downloadable version. I recived the email with one imbedded link and downloaded the software. One year later McAfee cancels my service. I turns out after talking to the New Delhi Inda service over and over for a total of over 7 hours that the “Sales Proffessional” sold me two one year subscriptions and not one two year subscription to McAfee and Dell says because I did not catch this until I got cancelled by McAfee that they will not make the correction and they will keep my money. I called McAfee and got the same answer, also from somewhere in India. So much for customer care, never got the call back promised or an answer from mydell@subscribernet.com. They just lie thru their teeth. I hope Michael enjoys my $50 because it will be the last he ever sees !!!!!!!!!!!!!

  • Anon

    It’s not mydell@subscribernet.com but mydell@subscribenet.com. No “r”. SubscriberNet is a billing system.

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