Never rains, it pours

[otherclive]

This morning I decided to do a search for reviews on Dell. Came across Trustpilot and read some rather damning reviews which I should have read before ordering. Reviews are even worse than UPS! Even Apple are beginning to look good and I dislike Apple!
Now thinking that maybe when the unit arrives I should send it back unopened and pay the carriage fees.
Problem is of course besides PC World whom I prefer to avoid if possible, which other High Street store can supply decent delivery, and after sales service where you can speak to someone based in the UK?
In addition to some other requirements I need a screen that is about 14", but many of the good laptops/Notebooks seem to be 13".

The choice of outlets selling computers has reduced significantly over the years. I intensely dislike Curry’s as at the first sign of trouble the staff answer is “ it’s software sir”, and the hassle our daughter had to go to before they accepted her PC actually had a non software fault was unbelievable. That’s the main reason she migrated to Apple. John Lewis seem to have a good reputation. Near us is a small specialist company that have been in business fir years selling and maintaining computers and peripherals. That’s where we bought my wife’s HP laptop from. Basically for their good support if required. But you pay a bit more but being nearby it’s not difficult to take anything back to them. So there might be a similar company near to you.

 

[Beachball]

I also agree with prof JohnL i use to own a dell in the past and i would not touch one again mine was always playing up and customer services did not want to know lucky i knew someone when it was out of warranty and he fixed it for me .
So i hope you have better luck (Mine could have been a lemon)

 

[Sam Vimes]

I think some caution is needed when looking at independent review sites like Trustpilot and indeed some dedicated reviews on suppliers sites. People like complaining more than they are prepared to say "Hey this is a wondeful product and I have absolutely no problem." Consider how many machines a company like Dell actually ships and then think again about the few negative reviews you may come across. Many orders of magnitude difference. Of course we don't want to be the one to get a lemon!

Searching the internet for recommendations is basically a nightmare as you can find many opinions for and against and indeed contradicting each other.

Over the years my office only used Dell machines and I had them at home as well. The number of problems was very, very few and rectified very quickly. But are they still the same company.

Dells business model like many others has probably changed over the years to maximise profit, possibly at the cost of quality and customer satisfaction and since their market place is huge they don't really care if they have a few disgruntled customers who go somewhere else as it barely makes a blip in there quarterly billing.

These days if I need a PC (not laptop) I build my own. Then its only me to blame

 

[ProfJohnL]

The survey I linked found the Dell product worked and there is no reason to assume any of their products are more likely to fail than any other. The problems related to the ordering process which didn't listen to the customer, so the best options for the customer were not identified. Certain services the customer specifically declined were supplied and apparently charged (Warranty packages) In that respect they were the worst of the companies tested.

The testers then deliberately introduced a common fault to all makes and then tested the companies technical support. Dell's response first of all did not seek to clarify the model of computer (which they could easily do by asking the PC service tag number) and they failed to ask about the computer's built in boot diagnostic signals which would have identified the area of the system where the fault was located. These were serious failings which also cost the caller money becasue of the premium rate phone number, and the queue waiting to be answered. Ultimately they did not diagnose the problem. Where as other companies were far more successful.

Ultimately the performance of the Dell model was the bottom of the pile. It worked but not just well as the other systems.

This doesn't mean Dell are bad machines, just that you can do better for the same money along with more responsive ordering and service.

 

[Beehpee]

I think bad service runs through lots of tech companies, when I purchased mine a few weeks ago I went to a store, probably not allowed to mention the name but you will probably be able to work it out as the first 2 letters are the same as on here with the PC forums, I looked at loads of laptops and when I spoke to one of the staff I was told only laptops with a sticker on were in stock, that meant nothing less than £1k was in stock, I went online with same company and registered as a business user and found one at £450, called and told in stock, paid for it and got a mail next day saying out of stock, 2 weeks later after asking at least 4 times by email for my money back I finally said I’d speak to a solicitor and that finally made them refund the money, until then they kept saying I had a credit and they would use it towards other purchases, trouble is there’s not much choice of where to buy laptops other than online, a laptop is something I like to touch and feel before buying, it’s how it’s going for all types of purchases with more stores closing down.

BP

 

[Buckman]

I think bad service runs through lots of tech companies, when I purchased mine a few weeks ago I went to a store, probably not allowed to mention the name but you will probably be able to work it out as the first 2 letters are the same as on here with the PC forums, I looked at loads of laptops and when I spoke to one of the staff I was told only laptops with a sticker on were in stock, that meant nothing less than £1k was in stock, I went online with same company and registered as a business user and found one at £450, called and told in stock, paid for it and got a mail next day saying out of stock, 2 weeks later after asking at least 4 times by email for my money back I finally said I’d speak to a solicitor and that finally made them refund the money, until then they kept saying I had a credit and they would use it towards other purchases, trouble is there’s not much choice of where to buy laptops other than online, a laptop is something I like to touch and feel before buying, it’s how it’s going for all types of purchases with more stores closing down.

BP

You would think that with so many stores closing they would fall over themselves to offer good customer service however they seem to be doing the opposite.

I raised a service request with Dell regarding the missing item and asking for cancellation of the delivery I got a fairly prompt reply from someone at Dell with an English name sounding name and as suspected they cannot cancel it at this point and apologised for the issue.

The Dell rep contacted the courier and the courier cannot tell them where the item is at present. Now waiting update on location of item. You couldn't make it up!

 

[JTQ]

Providing that High Streel "touch & feel" pre purchase service, is basically what did it for Jessops, "we" used the service & purchased on line!

 

[Beachball]

We sent a new item back in the 30 days that was not working like it should so i got the return details took to the post office on Tuesday 1st Dec and it posted same day checking with the tracking number it says more information will be available as it travels through our network and that it so suppose it in transit

 

[Buckman]

Amazon at best for returns and refunds!

 

[Beachball]

We got this today in the post a 30 -Day Free Trial with Prime but it depends if we need it because we have already sent 20 christmas cards and 8 presents there only two more to go .

 

[Jcloughie]

When I was working we used Dell. Must have been about 500 machines, mostly desktops. Also about 40 Apple preferred for graphic application. I never had direct contact with Dell as we had an IT dept to do such things. But I was on the advisory committee. Never heard anything negative regarding the machines. They did deliberately stick with XP till well past it’s sell by date for compatibility reasons.

When I go to the hospital there is usually a Dell machine in the consulting room. So I imagine they have a fair few as well.

It could be that Dell provide a better service for commercial users. But my previous PC was a Dell and that went on for many years and was only replaced due to old age. Even then I gave it to the scouts who have a recycling scheme.

I have also had two Android tablets from PC world with problems. Must say the service was excellent. That’s about 8 years ago.

Often problems can be down to bad luck.

Regarding customer service. Just bought a new high range double oven. Did lots and lots of research. Came down to Neff or AEG. The Neff being the dearest. I needed answers to a few outstanding questions so called both of their help lines. AEG person was clueless. Neff girl went the extra mile. Mind was then made up.

John

 

[otherclive]

You would think that with so many stores closing they would fall over themselves to offer good customer service however they seem to be doing the opposite.

I raised a service request with Dell regarding the missing item and asking for cancellation of the delivery I got a fairly prompt reply from someone at Dell with an English name sounding name and as suspected they cannot cancel it at this point and apologised for the issue.

The Dell rep contacted the courier and the courier cannot tell them where the item is at present. Now waiting update on location of item. You couldn't make it up!

I once sent a Sprayway jacket to a company in Cheshire to have new draw cords inserted and for reproofing. I dispatched it RM tracked. After a few days I couldn’t see where it was and RM could not help as it has to be “ lost” for a given period of time before they investigate. Anyway it arrived back okay and RM never did manage to track it. Great jacket bought in Snowdonia 2005, still in regular service and still waterproof and breathing okay. More than can be said for its owner.

 

[Beachball]

Hi John this was your choice Neff Double oven but it would be out of our budget .
This was our preference we brought a Hotpoint double oven fan assisted it came with 10 years guarantee and so far it been brilliant and we took out four years on labour at the same time

 

[otherclive]

We got this today in the post a 30 -Day Free Trial with Prime but it depends if we need it because we have already sent 20 christmas cards and 8 presents there only two more to go .

We went from several free trials of Prime to a regular subscription and must say it’s exceedingly good value. It more than pays for itself on saved post and packing costs. And if we buy an item directly in stock rather than through the Market Place the normal next day delivery is good. Yesterday’s example was my car told me the keyless fob battery was getting low. My wife was in town yesterday and could not source a replacement. So last evening I ordered one from Amazon at £3.99 and it arrived by lunchtime today. Along with videos, films etc and photo storage it’s a good subscription.

 

[otherclive]

When I was working we used Dell. Must have been about 500 machines, mostly desktops. Also about 40 Apple preferred for graphic application. I never had direct contact with Dell as we had an IT dept to do such things. But I was on the advisory committee. Never heard anything negative regarding the machines. They did deliberately stick with XP till well past it’s sell by date for compatibility reasons.

When I go to the hospital there is usually a Dell machine in the consulting room. So I imagine they have a fair few as well.

It could be that Dell provide a better service for commercial users. But my previous PC was a Dell and that went on for many years and was only replaced due to old age. Even then I gave it to the scouts who have a recycling scheme.

I have also had two Android tablets from PC world with problems. Must say the service was excellent. That’s about 8 years ago.

Often problems can be down to bad luck.

Regarding customer service. Just bought a new high range double oven. Did lots and lots of research. Came down to Neff or AEG. The Neff being the dearest. I needed answers to a few outstanding questions so called both of their help lines. AEG person was clueless. Neff girl went the extra mile. Mind was then made up.

John

When I was working in Canada we had queries about the possible purchase of German submarines. I rang the shipyard and immediately the operator heard my English accent she switched into perfect english and she put me through to the technical department. We discussed my questions in english and after a couple of days a full written reply was received. That level of service continued throughout the competition phase. I would be too embarrassed to comment on how the British competition performed. ☹

 

[Jcloughie]

When I was working in Canada we had queries about the possible purchase of German submarines. I rang the shipyard and immediately the operator heard my English accent she switched into perfect English and she me through to the technical department. We discussed my questions in English and after a couple of days a full written reply was received. That level of service continued throughout the competition phase. I would be to embarrassed to comment on how the British competition performed. ☹

In my case they are both German companies but I was calling the UK helplines.

Another example. Over the past few years we have updated the kitchen. New granite like cover work tops and up-stands from one company, and door fronts from another. This year we needed alterations to both. The granite place quite rudely said that the don’t deal with small jobs. I pushed on customer care and stressed how much past business I had given them. They said they are always being asked for small items but are not interested.

Conversely. The door place looked into my request and said my doors were discontinued. But leave it with us. Next day they said that the factory had some spare material and would do a ‘one off’. They then kept me updated. I had provided hinge spacing but they worried if how I had viewed it for left and right. So phoned me. He said that as he passed our house he would drop it off. Not only did he do that, but he checked the hinge positions, drilled them and fitted the door.

One extreme to the other.

And who am I likely to recommend?


John

 

[otherclive]

In my case they are both German companies but I was calling the UK helplines.

Another example. Over the past few years we have updated the kitchen. New granite like cover work tops and up-stands from one company, and door fronts from another. This year we needed alterations to both. The granite place quite rudely said that the don’t deal with small jobs. I pushed on customer care and stressed how much past business I had given them. They said they are always being asked for small items but are not interested.

Conversely. The door place looked into my request and said my doors were discontinued. But leave it with us. Next day they said that the factory had some spare material and would do a ‘one off’. They then kept me updated. I had provided hinge spacing but they worried if how I had viewed it for left and right. So phoned me. He said that as he passed our house he would drop it off. Not only did he do that, but he checked the hinge positions, drilled them and fitted the door.

One extreme to the other.

And who am I likely to recommend?


John

I have bought quite a few things on line from German companies and they have all been very good. The exception was dealing with the UK office when my caravan axle relaxed it’s suspension. And delivery was twice delayed. But there are exceptions to every rule. However I also buy lots of stuff from UK suppliers and there are very few occasions where I’ve felt let down by poor customer service when I’ve had to contact them and that includes Amazon and EBay too

 

[Beachball]

We went from several free trials of Prime to a regular subscription and must say it’s exceedingly good value. It more than pays for itself on saved post and packing costs. And if we buy an item directly in stock rather than through the Market Place the normal next day delivery is good. Yesterday’s example was my car told me the keyless fob battery was getting low. My wife was in town yesterday and could not source a replacement. So last evening I ordered one from Amazon at £3.99 and it arrived by lunchtime today. Along with videos, films etc and photo storage it’s a good subscription.

Hi Clive we might try several free trails with Amazon and we might take them up on there offer like you say the postage is quick .

 

[ProfJohnL]

When using Amazon, take care about what you click on the checkout pages. I've been caught out two times, and ended up paying monthly charges for services I didn't want because I would barely use them. I only discovered this when I checked my bank statements.

 

[Jcloughie]

When using Amazon, take care about what you click on the checkout pages. I've been caught out two times, and ended up paying monthly charges for services I didn't want because I would barely use them. I only discovered this when I checked my bank statements.

Not quite the same, but I was also charged a couple of times for services I had ‘accidentally’, (not pointing fingers), been charged for. Both times I have phoned Amazon up expecting an argument. And both time I was stopped in my tracks when the reimbursed me without question.

That’s either that they want to maintain good customer relations and hold their reputation. Or, they have a deliberate policy of hiding the charges and repaying only those that ask for it.

John

 

[otherclive]

I’ve never found any problem using the Amazon ordering pages. It’s like many things you need to just take some time to read it rather than just clicking the checkout or buy now buttons. If you do make an error then there’s always the “dead period” where there is time allowed to cancel the order. I cannot recall any other websites that I’ve used giving that facility.

 

[otherclive]

Amazon at best for returns and refunds!

Re your UPS delivery, Hermes have just advised me that deliveries from/ to UK and Ireland and Germany are subject to delays because of Covid restrictions, staff outage and demand. Better buy quickly for Christmas 😷

 

[Beachball]

Amazon said you can have a visa card but we finish with the one we had, and paid it back in full and that was some years ago we only do visa debit now .

 

[Buckman]

Re your UPS delivery, Hermes have just advised me that deliveries from/ to UK and Ireland and Germany are subject to delays because of Covid restrictions, staff outage and demand. Better buy quickly for Christmas 😷

Got an email from UPS this morning stating delivery will be this Tuesday over a week since I placed the order! So much for next day delivery. If I had been told delivery would take a week I would not be complaining. BTW twice Dell representatives have confirmed that UPS have the package and have had it since Wednesday 2nd!

 

[Buckman]

Conversely. The door place looked into my request and said my doors were discontinued. But leave it with us. Next day they said that the factory had some spare material and would do a ‘one off’. They then kept me updated. I had provided hinge spacing, but they worried if how I had viewed it for left and right. So phoned me. He said that as he passed our house he would drop it off. Not only did he do that, but he checked the hinge positions, drilled them and fitted the door.

Many years ago we wanted to replace our rear back door. In our area every month we get a small local booklet that has parish news and loads of adverts for local tradesmen.

We contacted the 2 - 3 advertising and eventually one did pitch up. The other two never arrived although they said they would there. The one that did pitch up did not even have any pictures of any doors and told us to go to B&Q pick a door and he would fit it. We ordered the door from B&Q, but then trying to get him to come and fit it was impossible. We returned the door to B&Q and got a full refund!
We had the same issue with the local trades people for grass cutting, replacing a tap and laying a concrete slab. Not sure why they spend money advertising, but then ignore customers?