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#1
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Goodbye Dell, Hello IBM or Toshiba?
With repost of my negative experience with Dell at bottom, I'll also copy
and comment on some interesting and constructive comments from folks in these newsgroups: - Basic warranties last only as long as manufacturers expect machines to last. Perhaps so, but having both the motherboard and screen fail on my Dell within three years, warranty or not, I will take my chances elsewhere from now on. (merely doing without machine for weeks at a time, regardless of $ cost, is a problem). - Invest more to start with and go with IBM. I think I will do this. As mentioned, even if warranty and repairs go well, breakdowns like with my Dell laptop are too expensive in non monetary ways. - Warranty on replaced parts are a year, and therefore my replaced parts should be under warranty even though basic warranty expired. Doesn't seem to be the case. Basic warranty period seems to override all others. - Ranting in NGs is a waste of bandwidth. On the contrary, I think it is a good exercise of consumer rights and responsibilities. It could even affect consumer experiences in future (as result of their having more information, or as result however unlikely of Dell taking notice.) - Recommendations for Dell alternatives have included IBM, Toshiba, and Gateway. I'll look into all and as mentioned above, now put priority on quality and longevity of machine, regardless of warranty options. - With complications caused by my service (unnecessarily replacing motherboard which failed 6 mos later), Dell should at least have offered to split the difference with cost of new motherboard. They did not despite repeated requests for some consideration. The merely copied and pasted repeatedly in emails that it would cost me $699 for motherboard and $269 for out-of-warranty repair. I work on the twelfth floor and wish windows opened so I could get at least some amusement out of my dead and not-worth-repairing Dell laptop. - Dell support for businesses is far better than for home/individual. I hope so. Goodbye Dell. ------------------------- My "Last" Dell experience: After purchasing two Inspiron laptops from Dell, I had a problem with screen banding this April, just months before warranty expired. The Dell serviceman said the screen was failing, and ordered a new one from Dell. The box they shipped had a motherboard instead of the screen. He installed the mb anyway just to see if by some chance it would remedy the screen problem, which it didn't. He then reordered the screen and when it finally arrived, he replaced that, leaving the "new" mb in place and saying that after all my problems and waiting, I could now have "a whole new machine." (He apparently reported that the mb was part of the remedy rather than go through process of returning it. I don't want to give his name because he thought he was doing the right thing) Six months later the "new" mb failed, and the machine's warranty expired in the meantime. Now Dell informs me it can only replace the mb for the "out of warranty" cost of about $1000 (part and labor). I've plead my case that the mb that failed was not the original, and had been replaced unnecessarily, and clearly the "new" one I got was either very used or faulty. So Dell replaces the guts of the machine unnecessarily and when it fails six months later, I either pay a $grand or toss the machine. Hey, "Easy as Dell" But I do have the pleasure since the thing died of an email folder full of "apologies for inconvenience" and repeated terms and cost of out-of-warranty replacement. Couriers of that incessant message included Branden / DTC22261, Syed / DTC24129, Syed / DTC24129, Kevin / DTC22203, and Paul / DTO0325671. I even said I'd complain publically if they didn't give some satisfaction, to which the reply was, "Apologies for........ but I can't help you on this matter." Actually followed by "Have a great day!" So left holding a dead machine that I don't think I should have to replace, I now have to replace it. Any non-DELL laptop recommendations? And any Dell lurkers out there, feel free to review this disappointing odyssey, of course including " the following line in all replies. Tracking number: AT20030222_0000005327. Apologies in advance, but I am going to repost this until I either get some satisfaction from Dell, or feel I've done my duty as a wronged consumer. Signed, One ****ed-off and ex Dell customer. |
#2
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[Long post snipped].
Choose whatever you like. I've found Dell systems to be generally reliable and service to be appropriate. Before I purchased my Dell Inspiron, I bought a Toshiba laptop. After constant problems (the time the system was being repaired exceeded the time I had the system), three motherboard replacements and it still didn't work, Toshiba refunded the purchase price. Took six months of sending it back for repairs to reach the refund point. Bought the Dell Inspiron last December. No problems. Very pleased with the system. |
#3
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On Tue, 18 Nov 2003 11:48:59 -0500, Giganews wrote:
- Ranting in NGs is a waste of bandwidth. On the contrary, I think it is a good exercise of consumer rights and responsibilities. It could even affect consumer experiences in future (as result of their having more information, or as result however unlikely of Dell taking notice.) I'm with you on that. Of course there are many people who are happy with any brand (of any consumer or business item) and others who are not happy with same. However, a detailed report relating how you have been treated is important and if made in a public newsgroup it will live on in Google and come up in searches. Don't forget to fill in PC Magazines (or whatever) mfr survey. IIRC, Dell's score has been going down for the last few years. I was poorly treated once at a hotel owned by a chain. I wrote a detailed letter. Some cust relations rep called me in Europe and had a cheque for the value of one day sent to me which we received in a timely manner along with a 30% discount coupon for future stays. A company that has a good reputation for service cane asily become "they used to be good..." at any time. When this happens, it's best everyone knows about it. It's just possible, someone from middle management will be fired and someone else will get a job trying to repair the broken chain of customer relations. There is NO valid excuse for poor customer treatment. None. No reason to tolerate it, either. |
#4
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Psychomation wrote:
On Tue, 18 Nov 2003 11:48:59 -0500, Giganews wrote: - Ranting in NGs is a waste of bandwidth. On the contrary, I think it is a good exercise of consumer rights and responsibilities. It could even affect consumer experiences in future (as result of their having more information, or as result however unlikely of Dell taking notice.) I'm with you on that. Of course there are many people who are happy with any brand (of any consumer or business item) and others who are not happy with same. However, a detailed report relating how you have been treated is important and if made in a public newsgroup it will live on in Google and come up in searches. *However*, Giganews is not happy with just putting /one/ detailed report on the record, as he has demonstrated with this post. He is carrying through his threat: "Apologies in advance, but I am going to repost this until I either get some satisfaction from Dell, or feel I've done my duty as a wronged consumer." made in his original "detailed report" of his problems. There is NO valid excuse for poor customer treatment. None. No reason to tolerate it, either. There is NO valid excuse for abusing a.s.-c.d with repeated rants. None. No reason to tolerate it, either. Giganews has been put in the twit filter, as has his original thread. This thread will join it tomorrow, after you've had a chance to respond. -- OJ III [Email sent to Yahoo addy is burned before reading. Lower and crunch the sig and you'll net me at comcast] |
#5
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repost all you want. you aren't going to get satisfaction from dell and you
are now in my killfile. "Giganews" wrote in message ... With repost of my negative experience with Dell at bottom, I'll also copy and comment on some interesting and constructive comments from folks in these newsgroups: - Basic warranties last only as long as manufacturers expect machines to last. Perhaps so, but having both the motherboard and screen fail on my Dell within three years, warranty or not, I will take my chances elsewhere from now on. (merely doing without machine for weeks at a time, regardless of $ cost, is a problem). - Invest more to start with and go with IBM. I think I will do this. As mentioned, even if warranty and repairs go well, breakdowns like with my Dell laptop are too expensive in non monetary ways. - Warranty on replaced parts are a year, and therefore my replaced parts should be under warranty even though basic warranty expired. Doesn't seem to be the case. Basic warranty period seems to override all others. - Ranting in NGs is a waste of bandwidth. On the contrary, I think it is a good exercise of consumer rights and responsibilities. It could even affect consumer experiences in future (as result of their having more information, or as result however unlikely of Dell taking notice.) - Recommendations for Dell alternatives have included IBM, Toshiba, and Gateway. I'll look into all and as mentioned above, now put priority on quality and longevity of machine, regardless of warranty options. - With complications caused by my service (unnecessarily replacing motherboard which failed 6 mos later), Dell should at least have offered to split the difference with cost of new motherboard. They did not despite repeated requests for some consideration. The merely copied and pasted repeatedly in emails that it would cost me $699 for motherboard and $269 for out-of-warranty repair. I work on the twelfth floor and wish windows opened so I could get at least some amusement out of my dead and not-worth-repairing Dell laptop. - Dell support for businesses is far better than for home/individual. I hope so. Goodbye Dell. ------------------------- My "Last" Dell experience: After purchasing two Inspiron laptops from Dell, I had a problem with screen banding this April, just months before warranty expired. The Dell serviceman said the screen was failing, and ordered a new one from Dell. The box they shipped had a motherboard instead of the screen. He installed the mb anyway just to see if by some chance it would remedy the screen problem, which it didn't. He then reordered the screen and when it finally arrived, he replaced that, leaving the "new" mb in place and saying that after all my problems and waiting, I could now have "a whole new machine." (He apparently reported that the mb was part of the remedy rather than go through process of returning it. I don't want to give his name because he thought he was doing the right thing) Six months later the "new" mb failed, and the machine's warranty expired in the meantime. Now Dell informs me it can only replace the mb for the "out of warranty" cost of about $1000 (part and labor). I've plead my case that the mb that failed was not the original, and had been replaced unnecessarily, and clearly the "new" one I got was either very used or faulty. So Dell replaces the guts of the machine unnecessarily and when it fails six months later, I either pay a $grand or toss the machine. Hey, "Easy as Dell" But I do have the pleasure since the thing died of an email folder full of "apologies for inconvenience" and repeated terms and cost of out-of-warranty replacement. Couriers of that incessant message included Branden / DTC22261, Syed / DTC24129, Syed / DTC24129, Kevin / DTC22203, and Paul / DTO0325671. I even said I'd complain publically if they didn't give some satisfaction, to which the reply was, "Apologies for........ but I can't help you on this matter." Actually followed by "Have a great day!" So left holding a dead machine that I don't think I should have to replace, I now have to replace it. Any non-DELL laptop recommendations? And any Dell lurkers out there, feel free to review this disappointing odyssey, of course including " the following line in all replies. Tracking number: AT20030222_0000005327. Apologies in advance, but I am going to repost this until I either get some satisfaction from Dell, or feel I've done my duty as a wronged consumer. Signed, One ****ed-off and ex Dell customer. |
#6
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With repost of my negative experience with Dell at bottom, I'll also copy
and comment on some interesting and constructive comments from folks in these newsgroups: Thanks for doing all this. I was looking at Dells but this helps my decision to go with something else. I considered the Sony but I'm concerned about their proprietary way of doing things. Also considered was the HPaq. The high friction silver touchpad they use on some models is annoying. I am honing in on the IBM T41P. It's a little expensive, but has excellent specs and a good warranty, and spares will likely be around for awhile. You get what you pay for. |
#7
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"Giganews" wrote in message
... With repost of my negative experience with Dell at bottom, I'll also copy and comment on some interesting and constructive comments from folks in these newsgroups: Had a Toshiba Satellite a few years back, it died 1 year and 2 weeks after I bought it, just after the warranty expired. I had reason to believe it was the system board that died. I couldn't even find replacement parts from any reputable dealers, much less from Toshiba itself. I found the board at 2 dealers nationwide, both of which were charging around $1000. I was SOL for about $2K. The only good thing was it prompted me to build my own machine because I no longer trusted manufacturers... I learned alot. Anyway, my experiences with IBM, Toshiba, and Dell have led me to rank them generally as follows... Dell: Excellent product, Excellent service for those in large organizations (consumer service is less helpful) IBM: Excellent product, quality of service unknown (the two I have experience with haven't had issues) Toshiba: questionable product, questionable service -- gorf |
#8
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So if you go to the IBM and/or Toshiba newsgroups and see a few negative
posts(and you will), what will you do then? -Tim |
#9
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"gorf" wrote in message
... [..] Anyway, my experiences with IBM, Toshiba, and Dell have led me to rank them generally as follows... Dell: Excellent product, Excellent service for those in large organizations (consumer service is less helpful) IBM: Excellent product, quality of service unknown (the two I have experience with haven't had issues) Interesting that you rate your reliable IBMs 2nd place, and the Dells that have had to use service, for whatever reason, 1st place? Surely a machine that is so reliable it doesn't need attention is better that a machine that does? Maybe I'm nit picking From what I've heard and read, IBM's service is generally very good. Toshiba: questionable product, questionable service If you buy a Satellite, then don't be surprised about the lack of quality - they really are only built to last reliably for a year, hence the small warranty. The Tecra range is made with much better quality components and is protected for 3 years, but then you have to pay for that. I've owned a lowly Satellite and it was obvious, compared to a Tecra, it was inferior in build quality - almost terrible. If you are expecting a good spec for a low price then quality has to lose out. I had more issues with a 3 month old Satellite than I did with a 3 year-old Tecra. Service in the UK was terrible for the Satellite and good for the Tecra!! Compaq (now HP) were excellent when it came to replacing an Armada M700's iffy screen for free with only 2 months of its 3 year warranty left. Turnaround was 3 days. AlexQ. ~ Reply-to valid ~ |
#10
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Alex Quant schrieb:
I've owned a lowly Satellite and it was obvious, compared to a Tecra, it was inferior in build quality - almost terrible. If you are expecting a good spec for a low price then quality has to lose out. Some time ago I had a Satellite Pro for some administrative work. It was not too obviously poor built, but I disliked it anyway. Very bulky, and an uncomfortable silver plastic finish. One good think to mention were the speakers though. |
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