Lessons Learned

Here are a few things I hope I remember the next time I purchase a computer.

• Make sure you immediately bring up any problem/issue you have with your new computer within the inital return period (usually 21 to 30 days). Dell will be more likely to quickly help you if you have the option of returning the computer for a refund if your not satisfied.
• Stick to your guns. Don't take no for an answer. I was really frustrated about my experience. I felt helpless, because I was speaking to people who didn't seem to care about me, their customer. They seemed to be sticking to a script they were told to repeat, kind of like those David Spade commercials for Capital One where the employees were only allowed to say "No".
• The chat support was nice. It allowed me to compose my thoughts and make good points which were hard to ignore. Also, with the record of the conversations, it would be easy to post on the Internet for others to reference.
• Make sure you skip Dells Financial services (at least don't use it unless the you get a discount on something for using it, ask for 5%-10% off the system, is doesn't hurt to ask, then make sure you pay it off immediately), and use your premium credit card if you have one. Your credit card company will often extend your warranties, and cover some accidental damage.
• Get ready to raise the stakes. I had made a list of contacts to complain too. The State Attorney General, Consumer Reports, all my local TV news stations consumer reporters, my local newspapers, the Better Business Bureau, Dell executive leadership, cnet.com, pcworld.com, pcmag.com, notebookreview.com, other popular tech websites.
• Maybe in the future I'll buy a computer from a bricks and mortar store. That way I'll get to work face to face with people, and build a personal relationship with them. Dell has those kiosks in the mall, but I'm thinking more of the local computer shop (Are there any left? In Seattle I've heard good things about Quindunc). Also, if you want to make a scene, it's easier to do it face to face in someone's place of business, as opposed to over the phone.

Here are links to a few sites that have hints for dealing with tech support:
How-to Handle Dell Technical Support