My wife and I have been loyal Dell customers over 10 years and four machines. All our previous machines have performed well and we have never had much reason to call customer service for anything. The few times we did (years and years ago) were reasonably pleasant experiences, though. My impression of Dell has always been that they are a solid company that produces solid products.
Not now.
This laptop, which is my wife's, has been nothing but a nightmare from day one. Pathetic battery life, hardware and software issues, trackpad problems, cursor jumping around, intermittent wireless problems, a shoddily-made machine with flimsy screen hinges that easily break.
Dell's customer service has been the absolute worst experience I have ever had with any company in my entire life. I started out trying to return the unit, but quickly found out that they count the number of days that you have had the computer as starting on the day you order the unit, not the day you receive it, so I was two days past the last day I could return the unit. After being transferred back and forth between two different departments who each thought the other department was supposed to help me, I finally found someone who understood the issue and said he would work on getting special approval to return the unit and then call me back. He also sent me an email. He never called back, never responded to emails, never answered the phone, never returned calls. Anyone else I talked to acted like they knew nothing and told me I could not return the unit. Then I tried to appeal to their business sense, by trying to exchange the unit for a higher model (figuring that if they saw I wanted to pay them more money, they would forgive the 2-day thing).
It took me two more weeks of calling every day to find a guy in their corporate customer service group who (even though he shouldn't have even helped me) agreed that what I wanted to do made good business sense and would help the company hold onto a loyal customer. It took him two more weeks to get what he told me was internal approval for the return (their system only allowed them to process it as a return, not a repair or replacement). He even CC'd me on the email where the manager approved the return and gave him instructions on how to process it. I was told I would receive a return code and instructions on how to return the unit for credit. A week went by--nothing. I called and emailed the guy over and over. No response. I finally got someone else who's email address was on the approval email to respond, who explained that the person who approved the return was in one of two different departments who had to approve the return. He said what everyone else always told me--that he would personally take responsibility for resolving my case. He gave me a phone number that was supposedly his direct number and an email. Never heard from him again. The phone number went to a generic mailbox.
After months of getting the runaround and taking every my lunch hour every day to sit on the phone while eating a sandwich, I simply gave up and decided it just wasn't worth it for a $560 laptop. We are already shopping for a replacement after 7 months of owning this thing. Guess who we won't be buying it from.