Do Blogs work? Update on DELL

I have always wondered - do BLOGs really work. I mean how many of us have time to read everyone elses opinions or rants? Secondly, how many companies really pay any attention to one person's blogplaint? Well here is an update. After posting the blog last Monday about the problems with the DELL return policy or shall I call it their inability to admit that there may be a problem with a product - I received several calls from a DELL manager. It had taken me two separate calls to get my complaint escalated to the 'next manager' level. But to their credit, the next-level-up manager called me several times before he could actually reach me. (yes it was a busy week) After a brief conversation with the 'next-level-up' manager, I explained my concern that after over 130 complaints on their site alone, they had not looked further into the complaints about the cord and adapter failing one, two and three times within three years. He explained to me that for the number of computers like mine that they have sold - 130 complaints was not enough to generate a complaint. (Maybe that explains why I am having trouble building a business as profitable as DELL. I try to take seriously a complaint I get more than once) My counter of course was that many people give up before they even write a complaint. Complaining is negative, takes time, drags you down and is often argumentative. Not quite the recipe for a good start or end to a day. At the end of the conversation I received two promises.

1. DELL was sending a new power cord and adapter despite the fact that computer was no longer under warranty.
2. DELL would send a package for the return of my cord that no longer worked and investigate the problem. They would give it a case number and report back to me their findings.

I am glad that DELL is looking into the problem. I wish it had not taken the effort it did. I know we have to choose our battles - and really it seemed that this was a small thing to get upset over. But I had sung the praises of DELL for too long to let this one go. So Monday will tell all. And I will keep everyone updated.

Customer service - polite - but to no avail. I will never buy a DELL again

Ok, so I admit it. I was seduced by the advertising. Despite warnings not to buy a Dell computer, I decided to purchase one 3 years ago. Now let me begin by saying, I love technology, and feel almost as attached to my laptop as I do to my puppy. Unfortunately computers do not have the longevity of a dog. ( I think one computer year is equal to 7 dog years) I have owned several Toshiba laptops and have been very happy with them - but alas the time came when I had to replace them. And so three years ago I replaced them with a DELL Inspiron 9400. Within 9 months the adapter cord failed. As a great customer service company would do - DELL replaced the cord. It took 2 days. Nine months after the adapter cord was replaced the hard drive blew up. At first I thought it was my fault - I know better now. (turns out the adapter cord is not reliable and the current varies causing surges - ergo blowing up the hard drive) I again replaced the adapter cord thinking perhaps that the inconsistent power supply was the problem. I also added a fan driven cooling mat under my laptop because I was told that the DELL model I have over heats. (this would explain the spontaneous shutdown every now and then). Predictably, nine more months later my power cord adapter again failed. So I replaced it temporarily with an "IGO" power adapter - the only adapter cord that will fit a DELL. I went to the Dell site - and voila - found a forum that identified my adapter as possibly faulty. In fact there were 117 complaints from customers that indicated that they had replaced their adapter cord up to 3 times within 2 years. HMMM... one would think this may be a problem! You can read the customer reviews here. Be sure to look under the power cord picture for the "read customer reviews" link. Be aware that DELL does not think that there is a problem, even though this forum on their site is truly very negative. After reading the issues others faced with the power adapter with their DELL Inspiron 9400, I called DELL. Five dropped calls later I spoke with technical support - who advised me that there was no problem with the power cord and that over 120 prior customers were not telling the truth. So I asked the representative.... "are you telling me that 120 customers are not telling the truth and posting these comments for no reason". His answer was that yes, that is probably true and that DELL has not identified any problems with the power adapter cord. So, 120 vocal (I am sure many did not complain, or gave up) customers who have replaced their cords more than once in 2 years are wrong. There is no problem according to DELL. I let DELL know that I have 3000 members on my newsletter list who would be interested in knowing that although the customers have told them there is an issue, that they have their fingers in their ears and are singing "la, la, la, I can't hear you", and they did not seem to care. Apparently there are enough other suckers out there, who like me will be seduced by their marketing. For me - it will happen only once. My advice - don't buy a DELL. It's only my opinion however. And I am sure as time goes by there will be thousands more who agree. Read the customer reviews about the power cord here - click "read reviews" under the photo. Total cost to date: Many missed hours of work, my sanity (which was in question anyhow), computer cost + 2 power cords ($310.00) and 1 hard drive. ($300 in labour and materials).