Dear Michael Dell
Mr. Dell,
I recently purchased an XPS 420 (Extreme Performance System). I wanted a powerful computer for image editing, and the XPS seemed like a good bet. I purchased it with every souped-up option your company offers. It has a quad processor, a 320 GB mirroring RAID, 4GB of 1066mhz Ram, dual drives, built in card readers, bluetooth keyboard and mouse… the list goes on. I purchased it with a lot of software preloaded.
My main concern was data security, which is why I opted for both the RAID 1 and the Dell Datasafe Online. I can’t afford to lose people’s wedding photos, you see.
From the beginning, the computer has offered me countless problems. The RAID has failed more times than I care to mention, several other hardware components have shot craps, and there’s apparently something wrong with the software configuration as well. I’ve spent more than a dozen hours on with your XPS support center, and yet… I still have 3 open case numbers. As you know, that means the problems have not been resolved.
Last night, as I entered my 5th hour of tech support trying to get my card reader/bluetooth device to work, the tech finally acknowledged that the hardware must be broken. He went to his supervisor to ask if he could send out a replacement. The supervisor told him no. He told him no, because he wanted us to first reformat the hard drive and reinstall everything.
Now, I won’t bore you with the details, but I have already reinstalled my system twice, and I’ve done System Restores 4 times. I’ve rebuilt my RAID twice, and I’ve replaced a hard drive. I know it’s hard to believe one computer could have so many problems, but get this - The computer is only 44 days old.
Yes, you heard me, you sonofabitch.
Because I’m past 21 days, Dell will not replace it. Dell will not even replace the defective parts that your OWN technical support people can’t get to work.
Today, I will be forcibly removing the offending parts from the computer - the card reader/bluetooth, the bluetooth keyboard and mouse. I ordered a little plastic cover to put in the hole that will be left by the removal. Today I purchased an external card reader and a Logitech keyboard and mouse, because obviously Dell doesn’t stand behind their products.
Since I have these wonderful components that I can’t use nor will you replace or refund, I will be packaging them with a note (I’ll include my spreadsheet of tech support case numbers just for fun) and sending them to you. Maybe you can make them work.
My money says you’ll end up reformatting your computer.
Your once loyal and now Actively Disgusted* customer,
Pete
*”Actively Disgusted” is a registered trademark of Incredipete.com. All rights reserved.
Tuesday, January 8th, 2008
