Don't trust Dell's warranties and service contracts

[Al Schoonmaker]

Last November I purchased a Dell 4700 with the most complete and expensive package of warranties and service contracts.

I paid $249 for their "Help Desk." Their website says it provides assistance on third party SW, including Quicken. When I called the desk, the technician said that he "knew nothing about Quicken." When I pointed out that their website states that this service is available 24/7, he became abusive. "NODOBY here knows anything about Quicken. Call back tomorrow."

I paid $79 for Express service so that I would not have to wait in line. I have never received service in less than 20 minutes, and it often takes longer. When I stated that I had paid extra for express service, they always say, "We're very busy."

While waiting for service, there are continuous messages to go to their website to get technical advice. They clearly don't want to provide the technical support customers paid for.

Their technical support people range in quality from OK to incompetent, and some of them have very limited English. The service center appears to be in India.

The total cost of the computer, warranties, and service contracts was $2,018. I would have gotten much better value from almost any other organization. I have given up on them and pay to have someone service my machine.

Dell is an utterly dishonst organization. I urge you to buy from a more honest and technically competent company.

Regards,

Al