Thursday, August 12, 2010
Tonight I bought two computers, neither of them a Dell. After having who knows how many Dells -- we have 8 now if you count the computer the school provides at my desk -- I will never buy another. Of course, I didn't have to argue with the salesperson at the Best Buy, who recommended against buying a Dell.
And of course there is a lawsuit against Dell, as reported by the New York Times:
Still, many customers complained that their computers were breaking at unprecedented rates and that Dell was not doing enough to fix the situation. The companies feared that their businesses could be disrupted at any time because of the machines.
For example, even Alston & Bird, the law firm representing Dell in the lawsuit, had to fight for Dell to address 1,000 questionable computers and argued that its business had been put at risk.
“The problem was unquestionably the worst we have ever seen in this business,” said John Hess, the president of CompuCycle, a company in Houston that refurbishes computers and dealt with 5,000 faulty Dell machines. “I would suspect this has been part of the decline in Dell’s reputation.”
In most industries, the market does a good job of punishing companies that perform badly, and I am happy to see Dell get its just deserts. I can't tell you how long I have spent in Dell Hell talking with technical support for the computers.
I ended up buying two ASUS computers -- one desktop and the other a laptop. I hope it works out. The prices were right, although that perhaps suggests that they might not be high quality. But at least I didn't pay a lot for a bad computer, which also required that one replace the parts with Dell parts.
Update: Out of curiosity, I called Dell a few days ago to see whether they cared about losing a good customer. Not really. It took a while to get to customer service, and the Indian sounding gentlemen didn't really know what to do with my complaint that I felt taken advantage of by Dell. Not surprising. I suppose the clearest message I could send to Dell is that they failed to make two sales tonight.