Thursday, February 28, 2008

A bad experience: Dell Laptop - Inspiron 1525 - issues

Dell, founded by Micheal Dell in 1984, was working in a simple concept, delivering computer directly to customers. News are around that they are in search of resellers/ agents now. Am writing this to scribble down my experience with Dell. I am from India and I was looking for an inspiron 1525 for my personal use. And I had a bad expeience with them. Will dell do a revision rhinoplasty to save/hide their face? I made an enquiry(#3638068) on Inspiron 1525(through dell.co.in). I got a quotation from dell, but the additional info which i fill in the end wasn't taken care of. I mailed them back saying I need some changes, like I need windows XP, and not Vista. After about 24 hours, I gave them a call, said to them the same. The executive on the other end said that its not possible to give me 1525 with Win XP(well, at least she have done her part). I informed her about the budget and she said she will mail back(did I misunderstand her in that part?). Even after 24 hours, there wasn't a call/mail from their end. I send her(dell executive) a mail back, thanking for the services. I went ahead with other laptop models, and I was still inclined to Dell. So I re configured the 1525, this time, making some extra modification. I didn't even got a response from Dell and at last I wrote a mail, asking whether,i would receive a notebook.


Dear People out there in Dell,
I don't know what is happening at your end, but things are not falling in the right place. I placed an order earlier (ref #3638068) and i got a reply. (a quotation) but i asked for a simple customization. I juz need Win Xp, instead of Vista. The lady agreed with the same and said will respond with another quotation(She said she will give another laptop instead of inspiron 1525.)

I dint got a reply and I send a thank you note after some time/ day. Now i send an order(ref #3685336) and i didn't even got a quotation.
I gave a try in HCL, and even before my computer showed "information send", I got a call from HCL, Delhi, asking for the requirement and stuffs like that, based on the requirement, they even recommended some models.
Why is that not happening in Dells case? When I get a laptop in a day with a local vendor, I still goes with Dell, ready to wait for the shipment, all because I have used it before, in my previous office.

Will something favorable happens? Will I be able to get a laptop from Dell? or is this something like a demand creation kinda stuff?
If am not getting a quotation in a days time, will I get a next day service? I doubts.



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Vishnu M.
http://beautifulminds.in
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This was what I send them, and they are not interested in business, and they are gonna loose business. for , I am going with HCL, HP , Compaq or Lenovo. And They have lost at least 3 other business in notebook. Why don't they understand that by loosing one, its not just one business that they are gonna loose? But at least a couple or more.

Will I recommend Dell to any one in India?

Will I recommend Dell to any one(world wide)?

Never ever....

17 comments:

Dee said...

Dell used to be good. What happened?

Sriki said...

Now a days these companies concentrate on bulk orders and AMCs,So they are least bothered about customers like us.Money is their prime concern,so their downfall is not so far away.Every company must give priority to customers rather than making money.I hate people who will neglect customers

Kanak said...

Hey hi,
I really wonder what went wrong. Firstly, I would like to inform you that you wont be able to get a Dell Inspiron 1525 with XP because the device drivers are not available for XP. So even if you try to install XP, you will end up in problems.
I dont know what went wrong while ordering a Dell. But actually you can configure the system online and I wonder you require a quotation for that.
Anyways first impression is what its all about and in your case it was bad. Bad for Dell too.
BTW so which laptop you are planning to buy now ??

mac said...

For a big company like Dell, they shouldn't treat a customer like that. Because that can be a bad reputation to them worldwide. Just read at this post makes me uncomfortable with Dell. No matter if its a single customer or a bulk order, customer is still a customer! treat them right!

CraziestGadgets.com said...

my last dell laptop got so hot it would turn itself off unless the corner with the fan was hanging off the side of the desk. i'm on a mac now and very happy. dell has gotten too big for their own good.

Nirmal said...

Well finally did you get any reply from them?

job said...

Dell that I used to know is a great company,just can't believe what has happened..

Ishwar said...

Hey, feels sad to hear that cos somewhere i or most of us fall in the same category...
I am planning to but Dell XPS M1530, i configured online and the cost of a 15' laptop went from 55000 to 70000 approx by just increasing the resolution and inceasing the ram and few minor modificatios.....
i am now looking for hp pavillion or compaq cos they are really value for money....
thanks for your post..

Breanne said...

I have always bought laptops from Dell and never recieved a problem in fact they are rated above avg (Apple is rated the best for customer service).

However, when reading the complaint it seemed, whining, incorrect spelling and grammer.

Also I found out by looking at Dell's website an Icon for windows XP (labed still looking for windows xp?).

I am sorry to say this but I think this is as much as user error as the company's error.

Breanne said...

I have been a loyal customer with Dell and never had troubles. My father owns a small business and Dell has been a lot better then the rest (toshiba, HP).

I think by the poorly written email (mis-spelling, poor grammer, syntax) there is no reason why it ended up like this.

Also on Dell's site there is tab called 'still looking for windows xp?' why not look there instead of assuming that a new computer built to run on a different OS will run on an older one.

I think you and the company are to blame for this misery.

rake said...

tell the truth, I willing to Acer rather then Dell. Why? Same issue here, they are really sucks! i hate the stuff attitude liked ignoring customer but looking at money. they should be improved their system though!

space code said...

I think that Dell is quite good for the very competitive prices they offer. I mean,you get what you paid for right?

spandex said...

I never thought that Dell would have such manners towards customers. I totally agree with u that they are going to lose to other competitors soon. I highly recommend you use other brand instead of it.

Aathura said...

Dell was a good company earlier but its lost everything. I bought a Dell inspiron 510M about 3 years earlier..Had opted for Dell after i saw their prompt service in my office. Dell only looks after major clients and not individual owners...My laptop's screen went for a toss immediately after the 1 year warranty period was over. The CD Rom drive gave away next, and then the keyboard....No one ever go for Dell...I dont want someone else to go through the same pain i went through...I bought two laptops later, a HP DV5200 and a Compaq one. They give me a better service too...If i call up Dell for anys ervice, I am first asked to take a DD and send it to Dell, even b4 they are ready to hear my problem...Please guys, dont go for DELL ever...

Anonymous said...

Defenitely Dell has to re-organise their Sales @ Customer Care team. As market is falling, Dell need to rethink about their market stretegy and taken care the customer at utmost as every customer is important, else there will be headlines in news that Dell slashed its employee ...%.

aik said...

All of our 8 Dells died within a month of each other, kind of odd I thought. HP for me all the way now

Meghna said...

I totally agree that Dell India Pvt Ltd has to learn to value their customers.
Here is my experience - I had ordered a Dell Laptop and got it delivered on 11 May 2009. The laptop did not power on (complaint #2114545). Today is 4 June 2009 and i still do not have a laptop.
First of all nobody bothered to pursue my issue for initial 7 days and then they took another 7 days to place the new order. On top of that whenever I tell them to make the proceedings fast, i get to hear that this is the way company procedures are.

Dell is just out of my books now and wish it is out of India if it does not learn how to handle its customers properly.

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