Scobleizer - Latest Comments in Bad PR for Dell but not for Apple?

Re: Bad PR for Dell but not for Apple?

Disneys — Fri, 14 Aug 2009 02:20:09 -0000

It's about time! The Republicans in Ohio and several other states are trying to return us to the days of the poll tax. I'll bet that plenty of wealthy right-wing suburbanites are going to appoint themselves poll watchers in poor and minority districts again this year, as they've done in recent elections. Unless there are independent poll disney acting auditions watchers in those neighborhoods this year, it's likely to get ugly. Rich reactionaries have controlled literally everything in this country for years, and they won't give up their dictatorship of the dollar easily.

Re: Bad PR for Dell but not for Apple?

pookster — Tue, 17 Apr 2007 21:46:33 -0000

IF Dell would actually have tech support that spoke English, maybe they wouldn't get dragged through the mud. I won't ever go back to Dell because of their "tech(LESS) support". Mac rules. (And I have 2 Apple horror stories for repairs, but at least they spoke English.) All computers break down, it's a fact of life. If I have a computer problem, I want to speak to someone NOT reading from cue cards with a more than rudimentary understanding of English.

Re: Bad PR for Dell but not for Apple?

Mick — Wed, 17 Jan 2007 16:10:33 -0000

Dell is set up like an old "Rust Belt" corporation from the '60s. Dell's stock is in for a death spiral now that the quality issues are coming out.

Let's face it, Dell laptops are the crap.

Re: Bad PR for Dell but not for Apple?

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Re: Bad PR for Dell but not for Apple?

Nancy — Fri, 12 Jan 2007 13:06:08 -0000

I’ve spent about 4 hours on the phone with Dell over the last month, trying to get my 16 year old daughter’s 2005 Christmas present (an Inspiron 6000) fixed and now I think it's the vertical line problem with the LCDs at www.dellverticalline.com. I've already told them to send it back because I just couldn't waste anymore time or my life on their stupid customer service run around. But now I realize if you don't say the right "almost a lawsuit problem" they will blame it on your handling of the product. Here is what happened to us:
> I was busy moving, so my daughter took it upon herself to call in and try to get our “under warranty” laptop repaired. She said the word “dropped” and we are totally hosed now. The laptop’s audio never worked right, the keys started to fall off randomly and then the LCD screen went (which I now am sure is the vertical line issue that Dell won’t acknowledge). She’s 16, she knocked it once harder than she
thought she should and felt responsible and was honest with them. Now they say the motherboard needs to be repaired and we have to pay $798. I flipped at that and guess what … the price changed to $490 plus taxes. I gave them a choice since I knew we were doomed because she said “dropped” … I offered $200 to fix the LCD since I knew her words couldn’t be erased off their work order AND we would buy the 3 year, $209 accident insurance OR years of my badmouthing Dell and never being a
customer again. They wouldn’t budge. So you know, I feel much more comfortable giving the probably $400 repair money to a local businessman and making sure I tell everyone that Dell products aren’t worth the hassle of the guaranteed repair needs.

They need to tell the customer service people not to say, “Thank you for chosing Dell” at the end of an angry, unsatisfying call! I said,”You are kidding right?"
Now that I've found www.dellverticalline.com I am trying once more to get this
resolved. This time when I mentioned this website and that I think that is our LCD problem all along, the customer service tech guy was gone while I was on hold for, no kidding, 10 minutes. I think that means I have a slightly better shot at getting this resolved than I did earlier this morning.
But again, based on problems I've read all over the web in Dell Hell, if I pay for a 3 year $209 warrantly I'll just go through this again, won't I!?
OH ... guess why I haven't been getting emails?
Because their spelling system ... "f" as in frank, "u" as in unbelievable, "t" as in tirade, "t" as in tired of being on hold, "o" as in ornery, "n" as in "nuff" already, "b" as in bizarre, "a" as in AAAAAAAAAAAAAhhhh, "y" as in you're kidding me, "m" as in mad as hell, "e" as in error, "d" as in despicable, "i" as in idiots, "a" as in the A word @yahoo.com FAILED MISERABLY and they've been sending my emails to futtonmaymedia@yahoo.com instead of suttonbaymedia@yahoo.com.
Dell Hell is such an apt description. And I'm am trying to be forgiving of the language barrier, everyone needs a job. But this system isn't working. The problem started when my daughter couldn't understand a word the customer service guy said and vice versa. This is just an inexcusable business practice.
Please go to www.ihatedell.net and complain there as well.
Memphis Dell continues to hold my daughter’s laptop for ransom. How sad.

Re: Bad PR for Dell but not for Apple?

Paul Herbert — Wed, 10 Jan 2007 11:16:02 -0000

When you go thru what i have no wonder Dell has Bad PR.

Customer service...Hmmm Interesting concept...I have to say that in my book Dell has a long way to go before Kudo's need to be handed out.

(*Note: I purchased the extended top of the line service agreement and it just now a one year old machine)

For instance I have had an open case number for over 22 days now. Let me back up and run down the whole scnerio here for ya. Get your popcorn this is a good one. Ok one day long long ago my less than a year old XPS 600 took a nose dive while right in the middle of doing routine work. Just froze up. Ok so i reboot ...waiting...waiting..nothing. I can't even get into safe mode. So here is the first call to Dell..(22 days ago) I don't know what happened but to make this part of the long story short. We ended up having to completly reinstall the OS. Now this is my business machine with 10's thousands of dollars worth of software and one of a kind business materails. Ok new OS installed (only cost me a couple hundred dollars to get some programs back)

NOW THE FUN BEGINS!! I buy a large enough hard drive to start doing daily backups just in case this would happen again, but wouldn't you know it, the backup drive has yet arrived (5 days) when the machine crashes AGAIN. Called Dell again..this time its determined that my graphics card is bad. This time I talk to TWO techs on TWO different calls and neither one offers anything to help me to gain access to my machine to at least do some work, Now you have to understand the machine will not even boot up in safe mode, Ok so how do we take care of this I ask? We send a graphics card replacement and a Qualex Serv people come out and install it, he replies. GREAT, what time tomorrow should i expect them i ask? Oh you won't see them tomorrow its at least 3-5 business days....Whaaaaaa I gasp. What happened to the 24 in house service i paid for? OH thats after Qualex gets the parts he tells me. Wooooh..I say to him this was never explained to me or even mentioned. This is my business machine I can't go a week dead in the water. Im sweating buckets now and all i hear is sorry thats the way its done im told. The call ends and all i have is a case and dispatch number and the hopes this gets taken care of sooner rather than later.

After sitting at my desk looking at a blank screen it dawned on me that these techs hadn't even tried to to get my machine back up and running. So I call dell back, and of course a different tech...well he pretty much dismisses my attempt at getting him to try anything, he just agreed with the first two techs that its my graphics card, wasted call. SO I call a 4th time and BEG..BEG mind you, to even get a tech to try and at least get me in to get emails or something. The tech gets me in in safe mode and at least i can go thru my ISP and get some emails but no work can be done.

So moving on..5 days later and no graphics card or tech to be seen i call dell again. Im informed that there aren't any Gforce 6800 graphics cards to be had, ( i have dual Gforce 6800's) they are back ordered...no solution suggested, nothing. Im getting hot by this time and demand to speak to a supervisor (I did not curse)..now would you believe this...this guy hangs up on me! No mistake, we didn't get disconnected, or he would have called me back..did he? NOOOOOO! So customer oriented Dell did the one thing i never ever thought i would have happen, A customer was hung up on!

Now after this im steaming. I call again and im on my 4th or 5th tech...This guy offers to send me Gforce7600 card instead. Ok im cool with that (I believe its a better card) and the tech tells me it is also and that he is doing this because of the trouble i have had. Ok like any person Im apeased, after all what can i say Dell is stepping me up to a better card, or at least I thought so and was led to believe so.

To my delightful surprise the card shows up the next day! BUT it too good to be true..I have a DUAL Gforce 6800 and this guy sends me ONE Gforce 7600..ONE !...Ok back on the phone...I get yet another tech and he is falling all over himself to help me. Gives me his ID, email, phone extention the works..OH and he is sending a second card to Qualex this time.

5...thats 5 days later no tech no card no nothing! I call dell and use the extention the last tech gave me to contact him. Would you believe its NOT HIS NUMBER ! I call Qualex to see what the deal is...Now get this..Dell scheduled 3 service calls..then they ( DELL) cancels ALL THREE. Qualex has no clue whats going on. Frankly neither does Dell... So Once more I call Dell today...and I was right THEY HAVE NO CLUE whats going on. Its now 22 DAYS later, 22 DAYS! Would you believe the guy tells me ok we will do this again and its gonna take another 3-5 days on top of what has already been one major joke and horror show!

Oh twist that blade thats plunged deep into my back just a little bit more! I get a call back from the tech i just talked to. Now they are not going to send the Gfroce 7600 dual cards but the Gforce 6800 Dual. He told me the 7600 is not as good a card as the 6800. I don't know much about these cards so im not sure which one is better..but get this..If the 7600 is a worse card that means Dell was going to replace my better cards for a downgrade and not even tell me! ORRR Dell decided that the 7600 is a better card and i don't warrent the upgrade now that they have the 6800's back in stock.

So I have been hung up on..lied to....Tricked one way or another about the performance of graphics cards and dell was knowingly going to downgraded me without me even being told, i have waited or will have waited almost 30 days before my 24 hour service just might be completed.

So customer service and Dell...as far as im concerned they shouldn't be mentiond in the same sentence. I will NEVER suggest to ANYONE that they even think of buying a computer from dell.

In fact i just bought a laptop since i don't have a working machine...and i assure you it WAS NOT a DELL !

A footnote: I tried to post this over on the blog. They have yet to post it. The same page Where Mr. Dell i Believe posted his infamous speach. Guess they selectivly post there.
Lets now add insult to injury! Would you believe i just received a call from dell saying that this graphics card is now on backorder and won't be shipped till MARCH!

WARNING...Dell service does not exsist!

Re: Bad PR for Dell but not for Apple?

Mick — Sat, 06 Jan 2007 09:05:34 -0000

I've heard rumors of Dell/Apple partnerships for about two years. It' would be like Tiffany's (Apple) merging with Target (Dell).

That's wishful thinking on Michael Dell's part to boast his stock.

Steve Jobs is way to smart to fall for any partnerships with a dime a dozen computer company.

Re: Bad PR for Dell but not for Apple?

Miguel Calejo — Sat, 06 Jan 2007 02:50:25 -0000

Anyone noticed that:
1) Michael Dell has stated he'd be interested in bundling Mac OS X
2) Apple has finished moving to Intel, and is finishing Leopard, the next version of the OS previewed to developers in August, expected to be announced next week
3) Microsoft bullies manufacturers, and Vista... well
4) Steve Jobs keynote in SF will be at the same time as Michael Dell's in Vegas...
I predict iChat will get a new VIP user tuesday

Re: Bad PR for Dell but not for Apple?

Mick — Fri, 05 Jan 2007 13:53:18 -0000

What kind of "press" does Dell think they are going to get? Hey, the keys that fall off are not that hard to put back on yourself.

Or, Dell has new deodorant in it's office restrooms.

Re: Bad PR for Dell but not for Apple?

Mick — Fri, 05 Jan 2007 12:12:21 -0000

Mike, exactly. Dell is like the street hooker charging $20 per client. Macs are the high priced escorts going for $500 an hour.

Re: Bad PR for Dell but not for Apple?

mike — Thu, 04 Jan 2007 20:24:12 -0000

Dude. Dell doesn't even GET press. They slap computers together and ship them in the millions to banks and office towers around the world. THey should stick to what they do best: sell Windows.

Re: Bad PR for Dell but not for Apple?

mike — Thu, 04 Jan 2007 20:22:19 -0000

You actually had to PROVE that Apple preview gadgets in the media?

Um, you mean like... how Ebert and Roeper get to see movies before I've seen them?

Wooo... trippy

Re: Bad PR for Dell but not for Apple?

Mary — Thu, 04 Jan 2007 13:20:29 -0000

Dear Apple, Dear Apple,
My iPod won't play
My MacBook shuts down - the power won't stay.
Quicktime is buggy and leads to attack
Dear Apple, please tell me why I bought a Mac?

Re: Bad PR for Dell but not for Apple?

Podesta — Wed, 03 Jan 2007 21:33:11 -0000

I am posting from an Apple Store in Portland. I came in with a PowerBook G4 battery that had stopped charging and iPod earphones that had developed a hiss. Both the pattery ($80 value) and the earbuds have been replaced without a hassle. The 'genius' could have made me go through the diagnostic process with the battery, but he took my word that it would not charge. I am not naive enough to believe customer care is always this easy, but I do think that good experiences with Apple most of the time is why Apple leads in customer satisfaction surveys.

Re: Bad PR for Dell but not for Apple?

mark day — Wed, 03 Jan 2007 20:36:05 -0000

Whether it's a Dell or a Mac, when your laptop bursts into flames, there can only be one question.... "who will save my... um.... 'special interest' files...."

http://markdaycomedy.wordpr...

As for Apple glitches, they would be less of an issue if so much of the Apple mantra (as muttered by the Mac faithful) didn't revolve around the notion of superiority through simplicity. Would-be users may well find to their suprise that in some respects Mac products are sometimes just like other products. Glitchy.

Re: Bad PR for Dell but not for Apple?

Mick — Wed, 03 Jan 2007 18:48:37 -0000

Is the Scobleizer a Mac user now? I have been for about 18 years. But I toggle back and forth between PCs. Apple wants total control of the brand communications, but it has the smell of the man all over it. It's still better PR than any other computer company. See sadbastards.wordpress.com

Re: Bad PR for Dell but not for Apple?

Steve Sloan — Wed, 03 Jan 2007 18:16:53 -0000

You are right, Robert. Now that you are a born again Mac user (I remember your first Mac interation) you are wondering what I have been wondering for a long-time. I still have a problem with the fact that Mac does not allow folks to blog and I am a person who used to say, "if I am cut I bleed eight colors."

Re: Bad PR for Dell but not for Apple?

Mick — Wed, 03 Jan 2007 12:16:25 -0000

The Scobleizer is speaking the truth. I worked in major media and had a former Apple executive as a boss. Apple is very particular about its image. They should be studied. Apple's brand is extremely valuable. But Dell has turned its brand into a commodity. The design is boiler plate. Their low-end lap tops are so cheap, they are disposable. The keys fall off of Dells.

Apple's only competitors are Sony, IBM and HP.

sadbastards.wordpress.com

Re: Bad PR for Dell but not for Apple?

plubius — Wed, 03 Jan 2007 09:30:50 -0000

The press only publishes what won't hurt them.

Re: Bad PR for Dell but not for Apple?

aToMac — Wed, 03 Jan 2007 05:23:38 -0000

I think Apple has a lot of fans, like me, but there are also a lot of anti-Apple people.

Apple does get a lot of bad-press. CNet for example has a record on this. Sponsored by...?

I can understand that you and your son are upset. Hell, I would be. But you have to put it in perspective. I am a programmer and at work I have to use MS .Net framework. Visual Studio Professional costs around €1000. It has a lot of bugs in it, as well as the .Net framework.

I file those bugs. If MS can't fix it, it is either postponed or By Design. And we have to wait months before it gets fixed. Don't let me even get started about Windows.

Every piece of software contains bugs. And it should be fixed much faster if they have a great impact. The problem is that everyone expects flawless hardware, but on the software side a lot more is accepted. MS doesn't make a lot of hardware, they are a software company. But we all know, they are lucky that it is much more accepted to create buggy software, than it is to create buggy hardware.

Re: Bad PR for Dell but not for Apple?

Larry — Wed, 03 Jan 2007 02:14:05 -0000

"The idea that Apple gets a pass is ludicrous."

Not only do they get a pass, they get tons of free publicity from "stories" that are nothing more than journalists coming up with ways to talk about Apple products.

Use Google News to put it in perspective:
Results 1 - 10 of about 12,210 for ipod
Results 1 - 10 of about 11,126 for darfur

Why does it happen? Because journalists are by and large Apple fans, and by and large biased. You can refute both of those statements if you like, but evidence backs it up.

Re: Bad PR for Dell but not for Apple?

Jo B — Wed, 03 Jan 2007 01:16:49 -0000

Robert- I sent an email earlier this afternoon regarding your son's laptop - please don't post my comment on the blog, it was more for you personally. I have an 11 year old son nyself, and reading your blog (which I"ve never read before- sorry!) made me wonder how your son was reacting to your reaction.

I hope it all works out for him- I wish him the best on his Mac! He'll love it.

Re: Bad PR for Dell but not for Apple?

Bill Sagert — Wed, 03 Jan 2007 00:43:56 -0000

Jeez, sorry to hear all these stories about computers gone bad, whether Macs, Dells, or whatever. I must be the luckiest sonofabitch to walk the face of the earth, because my two aging Toshibas (4 and 3 yrs old) just keep truckin. For some strange reason, I find Toshibas to be very beautifully designed (but what the heck, aren't Mac and PC laptops just basically two slabs of hinged plastic?). One had a hard drive failure but the other ain't never seen a repair shop. Neither one has ever had a virus and since SP2, have never crashed (memo to Steve, I'll buy a Mac when you quit insulting me in your ads). Robert, I think all the hissy fits are in the comments.

Re: Bad PR for Dell but not for Apple?

Larry — Tue, 02 Jan 2007 23:49:51 -0000

Robert,

I am confused by the strength of your anger.

Help readers understand what your time expectations are for fixing your car (inc time to get a slot in their schedule), washer and dryer, TV, getting cable installed, etc etc, while they are under warranty.

Re: Bad PR for Dell but not for Apple?

jbelkin — Tue, 02 Jan 2007 21:24:02 -0000

CES is 98% clock radios, wiring, car attennas, and wiring - even 99% of large Tv's are just that - TV's - there's some show-off technology but like a car show, where you get a lot of concepts that never get very far (How's that voice activated remote from Intel working for you). Bill Gates goes but says nothing that you or I couldn' say if we had 5 minutes and someone threw us up on stage. Go back and read his keynote and pretend the guy from RadioShack says it - who would even quote it? That's not say CES isn't fun in some aspects but right now, the industry is being led by Apple - the companies at CES intro some new technologies but it's a show for retailers who dictate what's what - look at the nobuzz around blu-ray or HD or the Sony Aibo dog ... Apple actually intros technology that gets used by people and right now where they go, they stake a lead ...