Dell - The Technology World's True Scum

Though I know technology support has been a big issue with a lot of people for years now, I've always had a pretty good experience with major technology vendors I've ordered from and worked with - IBM, Microsoft, Sony, Dell, Apple.  Today, I had a support experience with Dell that has pretty much soured my entire perspective on the industry.  Here's the story:

One of our Dell office computers, which is 14 months old, died this week.  We had a 1 year phone and service support contract, so unfortunately it had expired.  While I never like to have a machine that dies THIS early in its life, I expect it at times.  After all, computers break.  After some tinkering around with the machine, I conclued that the hard drive was completely dead and needed to be replaced.  My hope was to get one from Dell with the software and operating system preinstalled.  In fact, I was willing to pay for it.

So I called Dell's Small Business Support number to get this situation resolved.  I had all my product codes and model numbers out and ready to burn through the call.  I reached the first person, who told me "no problem, let me transfer you to the right group and they'll put the order in right away for you".  I waited on hold for five minutes to be transfered to another division.  They told me that I was out of warranty, and they couldn't just replace it...i'd have to buy a new drive.  I knew this already...but of course, they said that would require me talking to the Small Business Sales group.  So I was transferred again.  I was transferred like this 4 more times...each time I was told that I was supposed to deal with another division.  Finally, I yelled at the guy and told him directly what i wanted him to just place an order for a new drive.  He asked me what number i called.  I told him i was transferred 4 or 5 times, so I had no idea who I was talking to.  He gave me a 'special' number to dial and said they would deal with it asap.  He even offered to transfer me.  So he did, and I waited on hold for another 5 minutes. 

Finally I reached a support technician, "Robby", who was the right person to help me order a new drive.  Robby had a thick Indian accent which clearly didn't match his very american name.  In fact, the previous support tech was "Brandon", who too had a thick accent.  I have no problem with outsourced support.  They do the job just fine.  I just find it insulting that Dell thinks that if they ask all their Indian techs to choose very american names we'll feel better about it.  Seriously Dell, don't patronize your customers like that...we're smarter than you think.  Anyways, back to the call.  Robby found the model number I needed to replace, though couldn't get me the software installed on it...nor disks for it.  I told him I'll buy it anyways, as I needed to get this resolved.  He told me it would cost about $135 and would ship no later than a week from now.  I didn't mind the price, but was a bit shocked by the 1 week lead time and told him 'no thanks'.  He said it probably wouldn't take that long to which I replied that I needed a guaranteed delivery immediately.

Robby immediately put me on hold while he tried to figure out exactly when it would ship.  While waiting, i went to pricegrabber and found the same hard drive.  It was selling for a lot cheaper all over the internet, so I figured I'd just get it somewhere else, especially if Dell couldn't get the software on it.  Then I noticed something...

http://accessories.us.dell.com/sna/productdetail.aspx?sku=A0193686&cs=19&c=us&l=en

DELL WAS SELLING THE SAME PRODUCT ON ITS SITE FOR $95.  I boiled over with anger.  When Robby came back, he told me he could have the product shipped today.  Why he couldn't tell me that up front, I don't know, but its ridiculous.  Then I asked him why it was cheaper on the Dell website and he seemed to not believe me.  He asked for the model number, etc and told me that they wouldn't be able to deliver it for 1-2 weeks.  Of course, at this point they had proven that their timing was quite flexible.  I finally told him off and hung up.

So why am I so angry?  Besides the fact that Dell's support is circuitous and illogical, time-consuming, and just plain stupid...they just outright seem to be con-artists.  They deceive you with their identity, they deceive you with shipping dates, and even with product pricing.  I'm a small business customer, so I assume I'm getting slightly 'better' service since I buy so much from them.  I can't imagine being an average customer who buys a budget pc...do they even answer the phone?

Thoughts?  Has anyone else had experiences like this?

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