Customer Service

I am sitting here in my office and I think, for the first time since I have started my blog, that I actually have something to say that is worth my valued readers' time.

As a university student, my life revolves around computers. I work on them, I do homework on them and, on occasion, I entertain myself with them. From e-mail and social networking to maintaining Web sites and planning my calendar, I need my computer to function.

That being said, I purchased a new Dell laptop in September or October of last year. I love Dell computers I have had three of them. Also, I have definitely put my previous computers through hell and they all seem to endure the beating exceptionally well. But, my new computer is still NEW and it has fallen apart. The keyboard has keys that don't work - period - you push them and nothing happens. The faceplate on my CD/DVD drive likes to randomly fall off and the drive itself can open without warning. The screws on the bottom of the casing unscrew and, when I opened the computer for the first time, I noticed one of the screws was already stripped.

As I am sure you can imagine, this has been exceptionally aggravating. In the last week, I have spent close to two ours on the phone and online with technical support agents. Two of the three agents I have spoken with have ended the conversation prematurely. When the call or instant messaging was terminated, I immediately tried again. But, much to my chagrin, I was merely transferred from representative to Indian representative.

While on hold, waiting to speak with a support agent, I heard over and over and over again that if I wanted to pay a fee, I could expedite my technical difficulties call and speak with "the very best support agents in North America." I would like to know why, after paying thousands of dollars, Dell feels that it is more appropriate to charge me to speak with someone in my own country who is a native English speaker!

It is experiences like these that continue to convince me of the reasons America is failing. The dollar rules and the customer does not. Dell has slapped an American consumer in the face and I will not accept that. I have purchased three Dell laptops and a desktop; they will be my last. I am done supporting a company that doesn't support me or my economy. I encourage you to do the same. Find the company that takes care of you and then do everything you can to support them.