TR Forum trepidations: Dell support woes

— 8:02 PM on July 18, 2006

In our forum introspection this week, we're looking at a thread by forum member Jon about Dell's service and support department. Jon called up Dell to order a spanking new Inspiron 6400 earlier this month and got his notebook in the mail a week later. Unfortunately, the machine he received was outfitted with onboard Intel graphics and not the ATI Mobility Radeon X1400 graphics processor he ordered.

Three phone calls to Dell later, Jon says he was promised a Mobility Radeon X1400 upgrade module, but a search on Dell's support forums and a call to another Dell representative later revealed that his Inspiron 6400's couldn't accommodate a standalone graphics board. After calling back and explaining his situation last Friday, Jon was told to wait a day and ended up calling back on Monday. At this point, Jon says he was unable to get through to a customer care rep, and that he was hung up on and even transferred to a Fax line at one point. Jon was eventually able to leave a message on a manager's voice mail, but after several days and a total of 12 phone calls, he says he still doesn't have the machine he paid for.

Has Dell's support staff been good to you, or do you have a similar experience to share? Have you suffered a similar fate with another company? If so, feel free to hit the forums—sign up first if you don't have an account—and join the discussion.

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