Dell Quality No ServiceSupport 82

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Dell 3000 and it sounds like a tank is running.

I honestly don't understand how Dell is in business - let alone, be one of the most successful-popular computer sellers. I, too, had problems with Dell customer service AND tech support - before-during-after the sale (and the computer hasn't even been used yet!) I will summarize the problems below. Before I do, I'll add that I contacted the technical, desktop computer, AND software editors of all major computer publications. I sent a diary of my 4 hours of effort to get the advertised deal listed on the website and the 15 hours of effort talking to customer service and tech support - always in India. I was given a phony employee name and phone extension during one call and was holding 105 minutes this past Sunday before a representative came on the line. In fact, I have always been in the telephone queue for a minimum of 60 minutes before a human being came on the line.

Details: Nov. 20 - Dec. 12: researched computers & specs. Chose Dell. Dec.15: Played the Dell game on the website and won a $300 credit towards any desktop system.

Dec. 22: Put together a customized Dimension 8400 with specifications. Would not allow the application of the $300 credit prize, saying that the computer was discounted already. Would not provide an answer to my question "since the computers always have a discount promotion, when is one supposed to use this coupon?" Dec. 24: Connected to a sales manager who allowed $200 of the $300 coupon credit. She also guaranteed that computer would NOT come with McAfee virus protection software installed AND sold me a prepackaged box of Norton Systemworks (with my computer order) in which I would install myself. Confirmed the no McAfee in an email. Jan 9: Discovered computer came WITH McAfee pre loaded despite the packing slip and confirming email stating "no McAfee subscription". Was on hold for 105 minutes for customer service. Conversation with representative lasted 22 minutes where she agreed to send a replacement hard drive without McAfee & send a tech to install it. She stated that she would call me in less than 30 minutes with a service call number and gave me her name and phone extension. When she didn't call for 60 minutes, I called only to learn she gave me a phony name and number. I called back where for the next 4 hours I was transferred to customer service, tech support, and back and forth. One rep knew less than the next. Ultimately, they refused to acknowledge their error even though I documented every step by going to the website, alerting them to options Dell offered, and the written guarantees I had. Jan. 10: Spent 4 hours this time. Was told to return the computer and buy it again - at a higher price; accept a blank hard drive and install everything myself; suck it up. I finally stated that I would take this to court. Supposedly, a new hard drive without McAfee is coming.