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Archiver > APG > 2003-12 > 1070734922

From: Neil <>
Subject: Re: [APG] Dell Computer Experience
Date: Sat, 06 Dec 2003 10:22:02 -0800
References: <000001c3bc0b$a41caa30$f7d2fa43@lt003>

Just to shed some light on the serviceability issue - we purchased a couple
of HP Pavilion computers a little over a year ago. One month into extended
warranty, one computer hard drive died and unexpected premature death.
Because HP apparently feels it is cost efficient to ship computers without
the essential recovery disks, those had to be ordered direct from HP.

Let me tell you, from our experience with HP they would not fit into Tom
Peters definition of an excellent company. It took many telephone calls,
politely requesting assistance, and finally being very direct in comment,
they took six sweet weeks to get those recovery disks shipped to the repair

It will be a frosty Friday before I purchase another HP.

About the same time, my neighbour had purchased a Dell, when his computer
kicked the bucket, one phone call to Dell and they had a replacement
computer on the way, which he received the next day - thx to FedEx.

When it's time to replace the current computers you can bet it will be
ding-a-ling-Dell; unless they lose the bubble in the interim.

----- Original Message -----
From: "Richard Carter, RCCI" <>
To: <>
Sent: Saturday, December 06, 2003 7:14 AM
Subject: RE: [APG] Dell Computer Experience

> I'm glad to hear you had such luck.
> My Inspiron 4000 DVD/CDR combo drive just failed. Once again I had to
> tech support.
> If you go to the website, you will notice all kinds of information, EXCEPT
> how to call them or file a warranty claim.
> I had the phone number in my records, so I was able to go back and find it
> with some effort.
> More importantly, when I did get through to them on the phone, I found
> indeed it appears they are are now using people in Panama City, Panama.
> Whether that is in addition to India and the Phillipines, I am not sure.
> What is obvious is that once again, instead of being a good US corporate
> citizen, and at least offering jobs (even with reduced incomes) to US
> citizens in a severely depressed employment market, they choose to go
> off-shore.
> This use of off-shore vendors has decemated our domestic work environment.
> If you add to that problem, the huge numbers of H1B Visa uses (which
> the use of foreign people brought here and paid at lower rates [even
> the H1B rules require it only be done when no competant help can be found
> locally - which is truly not the case]), you will begin to see what the
> effects of all this are.
> I won't belabor the point, but let me add, I won't be buying a Dell next
> time. If I'm going to pay their premium price (which it is), I expect
> service of an equal level. That is not happening.
> I am sure many families in India, the Phillipines, and now Panama City
> have a very nice Holiday Season. Too bad tens of thousands of US
> ex-employees will not be able to share in that joy.
> Post-Note: (I also just purchased a new laundry washer and dryer. The
> Maytag Neptune cost me more than the other brands. But that is okay. The
> Neptunes are made in Newton, Iowa; not Mexico and not China.)
> Support Our Troops; AND Support Our Economy!
> Richard Carter
> -----Original Message-----
> From: Heather McLeland-Wieser [mailto:]
> Sent: Wednesday, November 26, 2003 12:29 PM
> To:
> Subject: Re: [APG] Dell Computer Experience
> Connie;
> I am so sorry about your Dell.
> We are a 4 Dell family (2 laptops, 2 desktops) I have had lots of service
> on my laptop, it's been "rode hard and put away wet" and have never had
> kind of problem with their service people. I've never had a "canned
> response" or anything but exemplary service.
> I began with Windows ME and then upgraded to XP and never an issue. My
> husband's has been dropped down a flight of stairs by our 5 year old and
> needed service (not surprising!) He sent it in and had it back in great
> shape within 4 days. They replaced the motherboard, LCD screen and CD
> drive.
> His is an Latitude (old technology) mine is an Inspiron 2400 (old
> technology) but both kids are newer desktops and they put up with all the
> abuse a 7 and 10 year old can give them.
> I had problems similar to what you are describing with a Compaq laptop and
> earlier we had similar issues with an Acer desktop.
> I guess like its like cars every experience is different.
> Heather McLeland-Wieser
> Manager
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> Literacy ESL World Languages
> Seattle Public Library
> The Human Race is a Relay not a Sprint
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