EVEN THOUGH I JUST PURCHASED THESE TOWERS! Their argument is that their computers come with harware warranty, but not software warranty,and here's where the racket comes into play: Turns out Dell pre-installs Trend Micro in your computer (the customer service rep denied that Dell does this vehemently until he realized it's written in my paperwork) and then they don't tell you that if you go ahead and install Norton or any other security software without first uninstalling Trend Micro (despite the fact that I never activated or even touched Trend Micro on my system) you will have a ton of start up issues and then you need to pay $129 to get it fixed. I called customer service (Dell outsources its customer service to the Phillipines and India) and they told me that it was a software issue and that I had to pay $129 in order to get it fixed. Then, the second tower, started having trouble on boot-up as well. Dell confirmed it was a hardware issue and exchanged the tower for a new one. One of the towers stopped booting up 1 week after purchase. I purchased 2 Optiplex 390 towers for my small business directly from Dell and both have had issues since day 1. Makes me wonder how much money they would save (and repeat customers) if they took this seriously.
Dell certainly has QC problems both with their hardware/software and with their customer support. I worked in IT customer service for years and I never made my customers jump through as many hoops nor did I ever give them the run around or bull. The most frustrating thing is that it seems the staff at the call center in India (I presume) don't seem to do anything with the complaints about quality, service, etc. This is our fourth Dell computer purchase and our last. Since the new Dell was for my husband and he didn't seem to care if he had a printer I just said fine. Then I said Dell had wasted enough of my time and I hung up. What? I asked the guy if he looked at the records for this purchase before he called he said no then put me on hold, then he came back and said he couldn't really help me but was I satisfied. Then a few days later I get a phone call asking me if I was satisfied with my purchase. I then spoke to someone on the phone who told me that he couldn't help me because he was in customer service not technical support and gave me another phone number to call. What? Nobody responded to the problems I reported. Then I received an email stating that they were glad the problems I reported were resolved, but if I had any questions to contact this other person.
DELL AIO 948 PRINTER DRIVER DRIVER
What? This is a Dell printer, the driver was on the Dell website? So I submitted another problem to customer support, I asked for a response to the McAfee problem, the invoice problem, and the driver problem. When the tech couldn't get the driver to work he told me "your printer isn't supported". I was on the phone with Dell technical support for more than 2 hours. When I went to install the driver for my Dell 948 AIO printer, which got from the Dell website, the printer installation failed. The second issue was charge to my credit card wasn't the same as the invoice, it was less but not by the amount for the McAfee. I sent a copy of the email receipt showing McAfee wasn't installed and I never received a response. When I called to ask about it I was told McAfee wasn't on the order. The first problem with the order was that McAfee wasn't installed. I will never purchase another Dell product.
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