Update September 2006: If you’re having a problem with a Dell product and haven’t been able to get satisfactory service, Dell has established a special group to help you. See my follow-up post, Dell rolls out Cluefulness 2.0, for more details. Comments are closed here.
CNET News interviewed Dell CEO Kevin Rollins:
How’s Dell doing on customer service these days?
Customer service has been a challenge, but I think if you watch the scores now, we have hit the trough, and that’s now coming back up. The whole company is focused on the customer experience, first and foremost. So we think we’ve got that one now under control.
Memo to Kevin: No, your customer service problems are not under control. Not even close. Do you have anyone at your company reading blogs like this one? I didn’t think so.
This a letter that I wrote to the customer service department at Dell
December 8, 2004
To Whom It May Concern
I am going to tell you of the horrible experiences that I have incurred with Dell Computer Corporation. I will tell you how Dell intentionally lied to me and has finally took my computer as well as my money.
In April of 2003 my husband sold his vacation pay so that he could purchase what he thought was a great product from Dell. We ordered the Dimension 8300 computer with all of the bells and whistles. We received it on or about May 2, 2003. That was the beginning of all of the problems. We had problems with it from the very beginning. On or about June 6 Dell replaced the computer with another Dimension 8300. Not to long later we began having problems it that one. Dell replaced the sound system, speakers, then the lan card, and finally the mother board. It worked for a short time then it began giving problems. I spent days on hold trying to correct the problems with this computer. The service technicians could hardly speak English let alone repair a complicated piece of equipment such as the Dimension 8300. Finally, after months of begging them to do something they decided to have me send the computer back to them at Dells expense and they would give me my money back.
On 9 November 20040, UPS came and picked up the boxes (2). Dell had called them and told UPS where to ship the boxes. One box was sent to Round Rock Texas and the other was sent to Grove City OH. The Tracking numbers are for the system (1Z 6AE 426 26 4348 1114) and the monitor (1z 6AE 426 26 4595 9720). These were signed for on 12 Nov and 15 Nov. The employee handling my claim said that I would receive a check within three days of Dell receiving the boxes. This did not happen. I have talked to many of the so called Manager of Dell (Joe Carter ID # 436125, Elizabeth Derbez #66367, Dave Thompson, Bryan Samuel, 3452362, Joanna, # 86792, others named Ricky, Ron, Ash, Stella, Betty, etc) None of these people know what they are doing because each tells you it is going to take 3, 5, 15, or 30 days to expedite. I don’t even think they know what expedite means.
On 26 Nov 04 Joe Carter called me at my home and said that I would be receiving credit on my credit card for the total amount of the computer ($2227.11) my the first of the following week what would have been somewhere around the end of November. Again, this did not happen.
Each of the employees informed me that the other employees were wrong and that they were right and to believe them they were going to help me. That was just bull, no one has tried to help me. I have called so many times trying to get help to no avail. On Friday 03 December 2004 I spent 3 hours on the phone trying to get someone to help me get my money back but this did not happen. On 6 December 04, I talked to Bryan Samuel and he informed me that my claim had been rejected. I asked him what that meant and he could not tell me. What is Dell thinking? These people are supposed to be there to help Dell customers. They know nothing. Most of them can hardly speak English. Is this good customer service? Can’t a company the size of Dell do better by its customers? What is this world coming to?
I was told yesterday that Dell had credited my credit card in the amount of $104.00. According to Dells representative it was for the monitor. Why not all of the amount owed me? At one time during this whole mess the monitor was missing and they were holding me responsible because they could not find it. How can that be, I don’t work in their warehouse and according to the tracking slip I have the monitor was signed for by one of Dells employees in Grove City, Ohio.
I have tried numerous time to call Joe Carter at his extension (4750) to see what the problem is since he was the only one that has called me back when they all said they would check things out and call me back. What a bunch of liars they all are. Mr. Carter is never, never where he can be reached. Has he been fired? I sure hope so or is he avoiding taking my calls because I have left many messages on his voice mail.
Dells TV ads say they will get back to you in 12 hours but that to is a joke. I become sick at my stomach each time I see Dells adds on TV with the American answering the telephone. That is just not true. I don’t believe I have ever spoken to an American at Dell. I am not prejudice against any race but it just seems to me with the economy the way it is, Dell might hire a few English speaking American to work their business.
I have tried telling the so-called managers that I would hire a lawyer to help me get my money but let be real here. Who can afford to take on a company as large as Dell? I certainly cannot. I am a retired woman of 59 years old. I am raising my granddaughter who is 16 and is an excellent student. She need a computer to do her homework and believe me she has plenty of that. I cannot afford to go out and buy another computer and lose the money I have already paid for the Dimension 8300.
I know that there has to be an honest person working for Dell that will go out on a limb to help me, I just have to find him or her. I have also sent emails to Anna Simpson but she has not answered me either. I know that it is a busy season with Christmas and all but please can’t someone help me or give me and name and telephone number of someone who can help me get my money back. I have waited long enough. As far as I am concerned when UPS picked up the boxes for Dell, then Dell was in possession of my computer system. That was on 9 November 2004. Tomorrow is 9 December 2004. It has now been a month and I don’t have either my computer or my money. What is wrong with this picture? Are the people that work for Dell all crooks or are they trained by Dell to take advantage of people?
My husband sold his vacation back to his employer in order to pay the credit card company for my computer. He now does not have his vacation time, money or computer. When we purchased this computer we thought we were buying the best because of Dells reputation of good customer service. What happened? Does Dells stockholders know that the business is being run this way? I am not the only unhappy customer I know. Are the Managers who by the way are in the Philippines or some other foreign country, singling out women to cheat and lie to?
I look forward to hearing from anyone that can help me.
My Case No. is: 085-309-041
My name is: Mahaley P. Lyons
25 Lyons Rd
Warrenton, GA 30828
Phone No. 706-465-2835
Email wdlynds@yahoo.com or warrenco@aol.com
I have had a problem with dell for the last 4 weeks. Everyone blames everone else and they all lie. I have been told that my replacement parts have been shipped 3 times. They are still backordered. Shame on Michael Dell> his company stinks..They All Lie
If they would tell the truth and not set up appointments to repair my computer and not show up, I could understand.
Dont purchase dell and dont take out additional insurance.
There is no number to complain to, every service rep. I have spoken to is in India. Maybe we cant hold Dell to their word if they are lying from other countries.
Think twice gateway sounds so good.
I can only smile as I realize that I am not the only one who has been abused as a consumer by DELL. I too have had nothing but crummy service and equipment since I purcahsed an 8300 unit with all the bells and whistles including a fax/copier/pritner. This is my 3rd unit since May of 05.
Each time I call in I can never actually speak to the rep Jeffrey Scully who is a customer service supervisor. He has actually admitted to never recording the number I leave for him to contact me at 24×7 even though I have called on average 1x per day for the last eight weeks!
I too have called the corporate complaint line only to never hear from anyone. My next step is to wrtie a certified letter to Kevin Rollins with copies of the emails that his fine staff has sent in response to my calls.
And yes, after 8 weeks I still do not have a computer with the programs originally ordered almost 1 year ago……..
I have been searching the internet to find Keven Rollins e-mail address so I can relay our ongoing unpleasant experience with his company. I am totally dismayed how Dell can make the claim to offer a great product and service when you can seldom speak to the same person twice, so you have to go over your whole story 100 times,..then there is the language problem….you can hardly understand some of the people at tech-support and you are frustrated enough after sitting on hold forever. Maybe they should consider hiring Americans, instead of “out-sourcing” to India or where-ever! When we ordered our new computer, my husband called Dell and explained in detail what we needed our new computer to do. There were problems from the day it arrived. The computer tech that built our computer said he did not have the video card that we needed,(this was after he had shipped the computer & we received it. I wonder why he just didn’t call and say I can’t build your computer. I don’t have all the parts!!),so he sent us out on a wild goose chase to locate this video card. I kept thinking, why are we doing all this running around. Isn’t that why we had Dell build the computer in the first place? If Dell can’t get the video card, what makes this kid think we’ll be able to find one!?!Did I mention my husband is quad. and loading and unloading 5 or 6 times is no fun! Any way, we could not find this video card anywhere, and the computer could not run the monitors that we needed for our stock trading class. We spent days/weeks try to get the computer to do what it was supposed to do, we missed the class we were going to take, spent alot of money in gas and time chasing parts that Dell should have supplied…..then they didn’t want to take the computer back!!! We have disputed the charge on our American Express and when they talked to Dell, no one had no clue what they were talking about. Wouldn’t it be better for someone at Dell to take it upon themselves to solve these customer service problems rather than just take our money and hope that we’ll go away!? There are other computer shops to deal with locally. We’ve learned our lesson with Dell, but we can not afford to give them our money. I will keep complaining and writing letters until someone listens. Jeff & Debra Burling
Dell is no longer the same company it was just four years ago in 2001. Customer Service is a joke.
I ordered a setup and cancelled it simply because they couldn’t ship it through USPS. What kind of flexibility is that they they are locked into UPS or similar carrier? And after two hours on the phone with 5 people and 20 min. wait times, with people from India who don’t know what UPS *is*, well, you want to ask this company for a refund on your own wasted TIME with them.
I wrote numerous emails when I bought my dell x50v pocket pda.ing I bought it 12 dec 04. All I want is to get my email to work on my pocket pda. As of 22 Apr 05, nothing from Dell. I asked if I could return it, more red tape. I will never buy any dell products again. HP has a superior customer service. I regret I lost 600 dollars on dell product. As a law enforcement officer, I do not time to spend months on emails.
Officer Mitchell
I am trying to contact Kevin G. Rollins, CEO of Dell Corporation. It has been nearly a month since I first contacted your representatives about the problems with my Dell Inspiron 5100. I have spend many hours on the phone – first waiting more than 30 minutes for someone to answer, then juggling a phone in one hand and a screwdriver in the other, to remove the back of the computer in several attempts to find out what the problem was.
The in home service that I paid for when I purchased the computer was not even offered – and when I mentioned it, I was told we had to do this testing first.
I spoke with an arrogant mananger named “Garon” who promised to call to set up an appointment, and never did. I have received e-mails from various representatives who appear to have mixed solutions and ignore information in e-mails sent to them, repeatedly asking for the account number, etc. I have never had such unprofessional service.
I mailed my computer back on Friday, May 6, 2005, after extreme exasberation. I even paid for someone to install a motherboard that was sent to me, which completely shut down the computer.
I work in a program that could not allow for a customer service representative to come between 7 am and 7pm, I was never offered in home service on the weekend – just a string of e-mails from different people – an arrogant manager, and reps who expected me to be a technician.
I hope I receive a positive response to this message since I feel abused, ignored, and foolish in continuing to achieve a solution.
I am writing to you on an old Compaq computer. I had to have this repaired once. It was taken care of within a week.
I hope this gets to Kevin G. Rollins, CEO of Dell.
Florence Gross
60 minutes would just love to have this about our wonderful american company who does not give a rats behind about the customer and they do not .I have a 5100 and guess what the mother board is out and they want 399.oo and I change myself.I feel anyone one who has a complaint on Dell should go to there states attorny and complain about dells unfair busniss practice and start a law suit against the company.
I too have been trying to figure out how to contact Kevin Rollins or anyone at Dell who at least cares and speaks clear English and can actually do something with a problem besides transfer me to another department!! I also thought about contacting the TV news shows. This is an outrage. I would not buy another Dell product based on the service I have received. I pity the Dell stockholders if this problem isn’t cared for. Tech support in India, who’s idiotic idea was THAT?!!
Yesterday I spent a coupla hours on the telephone with Dell Techs only to find out they wouldn’t help me as my problem was a sofware problem they said. Well the software was on the computer when I bought it. Anyway the one guy I talked to transferred me to another person and that person said my problem was someone had gotten into my computer and I needed to purchase spyware before this person could help me. A year of spyware protection would cost me $189.00 but an instant fix which this guy could do was only $79.00. He informed me that the only way to fix my problem would be to purchase the spyware from him and that taking my computer into a repair shop would cost me alot more. My problem was I could not get on the internet and I had already talked to my internet provider and was told that the problem was probably the video card. And the guy from Dell who was trying to sell me spyware said that someone had gotten into my computer through my web surfing and this was preventing me from getting on the internet. So I remembered that when I got my computer there was more than one internet option so I went ahead and signed up for another internet provider just to see if this was a spyware problem. The new internet connection worked like a charm so there goes the theory of my having to pay $$$ for spyware.
When I bought this computer why wasn’t I told that the warranty is only for hardware problems and not the software that comes with it.
I will never forget that the Dell people tried to sell me something I didn’t even need to solve my problem.
my case #106901503 Date July 21,2005
I too have gotten the run around from Dell customer service. It is an absolute disaster. My Dell DJ mp3 player shut down during a firmware upgrade on their website and it is now unusable. The customer support experience I went through was eerily similar to those mentioned (buck passing, language barrier, etc.)
I will never purchase another Dell product again. Apparently if your warranty is expired you are basically stuck with whatever you bought even if it doesn’t work. My player is less than 2 years old and it will not work again. It’s no accident that you cannot find the CEO’s email on the internet.
My story is just like the above. One bad computer, then a bad “refurbished” one, all for the price of a new comptuer. Gee. How about a valid mailing address for Kevin Rollins, I will send him a certified letter?
Robert
Welcome to Dell Chat. Please wait for an available agent. You will be notified when your chat is accepted by an agent.
{Lance Beaster 9:36:11 AM} I Made A Purchase Last Nite !!!
order # 521706962
I am paralyzed in a wheelchair & Cannot Install it.
The Person Who Sold Me The 512RAM Said Someone Would Come Out To Install It.
She Transfered Me Last Night To Set Up The Install @ Tech Support. They Said They Couldn’t Help Me. So After Being Bounced Around For an hour and 45 minutes the customer care center was closed.
Needless to say I Was Really MAD !!!!!!
Now I Called This Morning & I’m On The Phone As I Type & it’s been over an hour 10 minutes again getting bounced around.
When Every Time I Was Transfered I Had To Repeat My Story To: (Hapu On The Simpsons It Seemed Like)
I Have The Best Warranty That You Sell. I Understand I Upgraded to get more Ram !
But What If I Had A Bad Ram you Would Someone Out To Help ?
I’m Paralyzed & I Just Need Help ! I’m Not Able To Do Itt Myself Please Help !!!
Give Me A Manager Or Someone Higher Up For Help If You Can’t.
Well After Getting a manager on the line, Once Again I Had To Repeat My Whole Story To Him.
Check This Out ! This Is What He Says. Sir When Your Ram Comes To Your House I Can Walk You Through It To Install It !
I’m Thinking To Myself ?
( HELLO !!! I’m Paralyzed You “JERK” I Cannot Do It My Self Do You Want Me To Wiggle My Nose Like BEwithed To Instal It !!! )
And This Guy Is A Manager !!!
I Was Going To Buy A Laptop Last NIght, But After The Problems I Had I Really Don’t Know If I Should Do Any More Business With Dell.
I Have Been A Very Good Customer I Have Never Missed Or Been Late On A Payment.
Well After Getting Run Around Again This Morning 8-10-05 !!! I Told Them To Cancle My Order & I Will Do No More Business With Dell.
He Said It’s To Late It Was Shipped. I Ordered It Last Night At 7:58pm central time ! And Called This Morning At 7:45 am on 8-10-05. & It’s Shipped Already. They Should Be That Fast On The Phone Lines For Help !!!!
So Please Help Me Anyone To Get The Email Or Mailing Address Or Phone Number To The CEO !!!
Thank You
Lance Beaster
Email Me If You Can Help Please !!!
Email: Lucky2Balive17@bellsouth.net
Mean while I’m Still On Hold On The Phone !!!
{Lance Beaster 9:38:27 AM} Is Anyone There ? & Noone Ever Answered My Chat Either. What A “JOKE”
The visitor has ended the chat session.
Please
Open Email to Mr Rollins -
You obviously have no clue what your “so called” Customer Service reps are truly incapable of doing – e.g., providing customer service, improving Dell’s image, forwarding you to the proper department, answering the phone within 10 minutes, speak English as a primary language, listen, tell the same story twice, follow through on commitments, and – oh, yeah – did I mention CUSTOMER SERVICE!!! What I have dealt with for the last several weeks should be – and actually is in some states – considered illegal. I have been lied to, redirected, hung up on, transferred to inocuous departments that have no clue as to why they are talking to me, etc. What do I have to do to get Dell to send me the Microsoft Windows XP Professional CD that was erroneously omitted from my order? Is that too much to ask? I have 30 years experience in the systems/software industry – if you need some help figuring out how to improve your process flow, sales, or customer service software, just give me a yell. Experience and a will to produce will solve your problems and maybe even keep you from destroying the formerly well respected Dell Computer Company name. I’m sure that Michael Dell would appreciate it too! In my world, a leader is repsponsible for everything his people do or fail to do.
Mr Rollins, the ball is in your court.
Respectfully,
Jim Kinne
Never have I seen such pathetic customer service, these guys are totally clueless, we are now going to ditch every dell machine in our company.
The laptop’s are nothing but junk, we have a ton of the 5150′s and they are the most unreliable laptops I have seen in all my years in the business.
We purchased the onsite help, what a joke that is, it takes them longer to come out then to send the thing back to Dell.
It is impossible to complain to Dell and if you send a formal letter, it never comes back. It is enevitable that this company will suffer in the long term as you cannot sustain a business with junk products and disgraceful customer service.
Never again will I or anyone in my company spend 1 cent on Dell products. I only hope that someone from this board can send this and all the other complaints to the Dell CEO.
Dell Hell!
I’ve spent almost 2 days on the phone or on hold tyring to get the 4th major component of my Dell Inspiron 9100. Since May 2005, I’ve already had to replace the Fan Module,
the Hard Drive, the D-Drive & now I’m waiting & waiting on a replacement MotherBoard & Processor. This is all in 4 mths. & it’s seems to be taking that long to get the service tech. I’ve been to Idia, Srilanka, Peru, & once or twice in the U.S. and still have had nothing but excuses, B.S., putoffs, & scripted responses. It seems that Dell is totally out of control & we are the ones suffering. I have a 150 seat restaurant & 50 employees & have lots of work to do, but I’m on hold waiting for Dell to respond. Help!
It seems the only logical thing for Dell to do is to send me a completely new replacement for my 9100. I used to brag about Dell & tell all of my customers & friends to buy Dell. But, unless something happens soon, I may have a different recommendation to them all.
Thank you & if anyone can tell me how to reach CEO Kevin Rollins, please email me his contact info. I bet he’d love to read all of these emails.
Take care
Jerry
I am a former employee. I worked with the company for a number of years traveling around the country working on Enterprise products. I’m sure all of you have a genuine complaints. If anyone is interested in learning how to troubleshoot your own personal system or how about this, MAKE one by purchasing parts from your local computer store(s)…
This is NOT a solicitation I am NOT selling anything.
Please do not ask for advice on dealing with current customer issues with the company, contacting individuals at the company etc. I am no longer employed with the company, so I dont represent them in any way.
Making a computer is fun & easy. The best thing is, when something goes wrong you will know exactly where to look and identify the problem within a few minutes!
Here’s my e-mail: jonvince00@hotmail.com
Our daughter has a 5150, now about two years old, on a four-year warranty, for whatever good that may be. She’s in Paris for a semester right now and her laptop just won’t power up. The battery won’t charge, nothing. Maybe this is a really easy fix. We could get through to Dell one time, and got advice to try one thing. No result. We DO NOT HAVE TIME to spend hours on hold and trying to understand all the ways Dell can make this impossible to deal with. If she tries buying a new power cord in Europe, will her whole warranty be voided? What the heck is a person supposed to do? And maybe we should just forget the whole warranty, anyway, since Dell makes it so hard. Grrr. I would love to send a real letter to the CEO, but how?
This is my horror Story.
My case # are:110329131,109995041,107737974:
Please keep in mind that i have many more case number than this. I
basically purchased a p.c from dell on 6/26/05.
First i received the items on two different dates. Please keep in mind
that my 21 days or 45 days started from the order was placed. I know i
have a grace period or window of 45 days at a later date i found out it
was 21days. How can your grace period of returning an item starts when
they finalized an order. I did not have the item in my hands. Once i
received the package i did not receive an invoice. I notice on the pc
that my computer was made in Malaysia. I did not receive an invoice or any
policy of what the company rules are. Immediately i called the company
because i was not sure if i had a 600.00pc or a 1500.00 pc that i
ordered. I upgrade significant amount of things in the p.c. There is no way
that i knew what i ordered was installed in the p.c. I called and a rep
assisted me. I told him that i did not receive an invoice and need one.
He said miss white one should have been sent with the laptop. I said
Sir, i didnot receive one. He stated that he would send me one in the
mail. Please keep in mind that i was still within the window. Any way i
never received an invoice until this day which is 9/15/2005. I placed an
additional order. I orderd a hard cover for the p.c, plastic for the
key boards and they had no problem taking my money. The other issue that
i have is that, when you call as a customer if you are not placing an
order the service is terrible.I only receive good service when i was
placing an order. But once you start having issues i am always rolled over
from one rep to another. The customers that told their story in the
link had the same problem. The customer service is awful. I did not have
any issues when i purchased my pc from gateway. Once a rep places you on
hold i guarantee you that either the phone will be hanged up, i get
another recording, or another rep answers the phone. Dell is making too
much money and the customer service is so awful. They have their p.c
manufactured overseas for cheap labor and dell keeps all the mponey in
their pocket. I know Michael Dell is not aware o!
f what is going on. I hope consumer affairs can contact him because
this is rediculous. My next step is to take this to the media.
What broke the camel\’s back was when i called for technical help
center regarding my p.c they told me that i had to pay 100.00 for a one time
assistance over the phone. Basically i wanted to save some information
on my disc. since technology has changed they no longer makes laptops
with 3 1/4 disc. So i was unable to save the info. on the mini disc. I
called dell for assistant,i didnot even have the p.c for a month and
they wanted me to pay 100.00. I refused. i stated to the rep that i have
an extented warrantee and a limited warrantee. He told me that is only
for the hard ware. I need to pay 100.00 because i have a software issue.
I did not have a software issue and even if i did which i didn\’t i
have a limited warrantee and an extended warrantee.
It was hell to return the p.c. Finally, i spoke with a rep who seems to
have common sense, so he told me in order to accept the p.c i would
have to pay 15% depreciation fee. Even though i didn\’t want to i agreed
to pay the 15% deductible. I also had to return the p.c to dell out of
my pocket which cost me 50.43. Please keep in mind that i still did not
receive a policy.
The rep. told me that the deductible charge would be 200.86.
Please keep in mind that all of this is documentated in their system.
My P.c came to 1600.00.
He told me that i would be credited in full except for 200.86.
Now today 9/15/2005 they only credited me 858.00 for the laptop and
199.00 for the printer.This is a total of 1057.
Please keep in mind that my p.c cost 1600.00
So, 1600-1057=543. Dell wants me to pay 543.00 in which i agreed to pay
200.86. Now in addition to my 200.86 plus 50.43 for ups that i lost,
dell wants to charge me an extra 342.14
for a limited warrantee. I never heard of customers paying 342.14 for a
limited warrantee that is suppose to be free. Why would i pay 342.00
for a limited warrantee when the extended warrantee cost me 50.00
I spoke with numerous rep. and Dell is robbing many people. This is not
fair to us as consumers.
I am not eating 342.00 plus 200.86 this is rediculous this is not what
i agreed to pay. First of all since i was miss lead from beginning and
i never received an invoice i shouldnot pay a dime. Please keep in mind
that it is noted in their system that my situation is a special
situation, but no one is willing to credit my account the 341.00. Cosumer
affairs i am screaming for help. Many customers tried to write Kevin
Rollins the CEO and we are unable to locate a correct address. I know a
company has large as dell should have a corporate address listed. In the
link about you will see that i am not the only one that cannot find a
correct address. A company as large as Dell as to be registered with you,so
i know you must havethe phone number and address.
I never signed any agreement regarding being charged for a warrantee.
It seems that dell charges customer 341.00 to customers account for
limited warrantee without them being aware of it. This is high way robbery.
This is fraud.
I know that limited warrantee is free. Now the rep is telling me that
they credited me 50.00 for my extented warrantee but i have to pay
341.00 for a limited warrantee. PLEASE KEEP IN MIND I NEVER RECEIVED A
POLICY. Why should i has a consumer be penalized for there error. This is
rediculous.
I am not eating 341.00. I want to pay what i agreed to 200.86. Not
341.00 for a limited warrantee that is suppose to be free.
Now i receive a bill for 500.00
keep in mind that they received the additional items that i ordered, yet they are still charging me for the items.
This is crap.
Dell is a crook.
Another story of incompetance at Dell.
I’ll keep this brief. Dell lost my computer 2 weeks ago when they mailed it to the incorrect address. I have spent the past 6 days trying to get a replacement sent to me ASAP as I depend on the computer for my work and Dell is basically refusing to do anything. I have been lied to repeatedly, hung-up on, and sent on endless goose-chases. I have NEVER received such inexcusable customer service in my life. I tried to find a contact number or e-mail address for Kevin Rollins but have been unable to do so. If anyone has this info please post it. I am considering taking legal action against them. Think twice before buying a Dell.