Dell, You Did The Right Thing!

I am a long time Dell customer. Our family owns 4 Dell computers and my husband's company owns another 12 or so.

dell inspirion 9300

In July, all of the sudden a vertical line appeared on the display of my Inspirion 9300 laptop. After exhaustive research, another vertical line and several calls to the Dell help line, I had come up against a wall; they offered to let ME pay to repair a known problem. This, despite the fact that like a good consumer, I had registered my PC--and was never notified that this was an issue for this model.

That was just plain wrong.

I wrote a letter to Michael Dell and copied it to two Vice Presidents at Dell.

Yesterday, I got a call that they will repair my laptop at no cost to me.  I will be without it for a week to 10 days (not ideal), but will get back a display that no longer has vertical lines (I now have 4 of these brightly colored lines).

Ideally, I would have purchased a defect-free PC, but as I said in my letter, it is almost impossible to avoid problems, but the mark of a good company is in how it deals with them.

Thanks, Dell for doing the right thing!

 

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6 comments • Holly Weatherwax--Your Realtor® in Northern VA • September 11 2009 07:43AM

Comments

Yes, Dell is great! I use Sony, but if I would buy new computer- it will be Dell

Posted by Valeria Mola 305-607-0709 SIB Realty (SIB REALTY) over 2 years ago

That's what customer service is about! There's a relationship there, with implied trust. When you purchase their product, you trust them to stand behind it and to do the right thing. I'm glad that Dell did; it's MY favorite brand!

Posted by Leslie Helm/Real Estate For Trail Riders (Tennessee Recreational Properties) over 2 years ago

Dell user myself and good to hear that "they did the right thing."

Posted by Edward Bachman Your Kingwood TX Realtor (EXIT REALTY SOLUTIONS) over 2 years ago

Holly, glad to hear they did the right thing and are going to repair your laptop.

Posted by Michael Setunsky, Michael's Commercial Northern Virginia Commercial Real Estate (703.831.4028, http://michaelscommercial.com) over 2 years ago

I have owned 4 Dell computers. Only one minor problem that they solved quickly.

So far so good with them.

Posted by Terry Lynch (LAR Notary and Closing Services) over 2 years ago

My computer is back and I am a happy camper! Thanks, again, Dell!!!!

Posted by Holly Weatherwax--Your Realtor® in Northern VA (Momentum Realty,LLC) over 2 years ago

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