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Dell Quality Control Sucks

So Dell Tech Support outside the US is being typically useless: not open on weekends (you'd think this thing is programmed only to break Friday and Saturday), and always with a very helpful message on the phone before telling you that they won't help you any other way, informing you that you really should look at the website. Note to anyone at Dell reading this: your customers get frustrated when you tell them to look at a website with a computer that's shafted. If you can't get your customers to useful service, then hang up the phone before costing them more money.

In an attempt to avoid buying a new computer, I'm going to get this machine fixed once more. On the other hand, this will be the fifth LCD screen this machine has had, possibly its fourth video card, and it's already on the third motherboard. I've not cracked open my server as often as this machine's been gutted. A complete list of everything that's gone wrong that I got from Dell today?

  1. 035271301 - dell drivers and utilities cd Date : 12th June 2003 [Not a big deal, they thought this would fix the original monitor problem.]
  2. 035583670 - LCD and Keyboard was replaced. Date : 29th June 2003

  3. 035684005 - Motherboard was replaced Date : 29th Auguest [sic] 2003

  4. 036422135 - LCD and Video card was replaced Date : 5th Auguest [sic] 2003

  5. 042565604 - LCD and Video card was replaced Date : 25th Febraury [sic] 2004

  6. 057350883 - Ac adapter and power cable date 15th May 2005

  7. And they don't include--presumably because Hong Kong repairs aren't on their system--how they replaced the motherboard last month.

So I'm wondering if I ought to contact someone at Dell and say, "Look, give me a loaner for a week that I can swap the hard drive out of, and just take this machine back to look at it?" Because nothing should break this often in such consistent ways.

Online tech support is quite uninterested: just book the call, get the serviceman out, close the call, get it off their desks. That seems shortsighted in more ways than one. After all, I will be replacing this notebook once the three year warranty runs out--especially at this rate. One would suspect they would like to impress me if they want another sale and the chance to make back some of the money they've lost on this warranty.

Anyway, I have no idea who I'd contact within the company. I suppose I could put all my Dell-related technical posts into one category and buy a URL like dellsupportsucks.com (which is both already taken and forwards to geeksupport.net, go figure), but that seems an antisocial way of drawing the attention of the higher-ups. Still, I'm at a loss of what to do, other than never buy one of these machines again.

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Comments

Anthony, Not that we know each other, but I linked to your 7/7 post last week from my site. Anyway, I happen to work for Dell (not something I advertise on my site) and hate to see these kinds of posts. I don't work in consumer products, but have a few contacts. If you'd email the service tag on your laptop, I'd be happy to see if I can accomplish anything. Matt

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