The DELL Experience

My story with Dell started way back around 2006 when my cheap Acer crapped out. It suddenly had a wide black stripe down the middle of the screen and I had to send it back to Toronto to get it repaired. I was without it for three weeks. It was such a piece of crap I don’t even remember what I did with it after I bought the Dell.

When I got that first Dell laptop, a Vostro 1500, my first issue was I didn’t know how to get my programs and data files from the Acer. I contacted Dell tech support, which I believe at that time was based in Nashville. Quite quickly and easily I contacted an incredibly helpful rep. He spent the next four hours helping me to setup a home network and connect both laptops. I could not have been more impressed.

That was the last time anything went well with Dell. For the first of many laptops later I found the lettering on the keys wearing off. Prior to the Acer I had rented an IBM ThinkPad that was several years old but the keys were like brand new. The reason was simple. The writing on the keys was slightly inset so you were never typing on the actual lettering. That wasn’t the case with the Dell so as I used it the writing started to wear off to the point that frequently used keys were blank, worn off so bad that the lighting below showed through if back-lighting was turned on. I contacted repair and was told the keyboard overlay was no longer available. That started many emails back and forth asking if they expected me to be able to use a computer with blank keys? I got nowhere fast until I contacted Michael Dell’s office directly. Nathalie in his office, a wonderful lady, apologized profusely and sent me a keyboard overlay the next day. I still had to pay to have it installed but at least I could work again. Of course the lettering started wearing off again.

My life went through a major change when I had to move to Panama around Christmas. I transferred my warranty to Latin America, which was a disaster in itself. Shortly after getting settled in Boquete I contacted warranty support in Panama. Of course they couldn’t find my warranty transfer until I got my sales agent back in Canada involved. I tech came all the way from Panama City, on the bus. About a seven hour drive. He was a nice guy and he ended up staying for dinner and we went out to the bar later. He had friends in Boquete so I assume he stayed over. He was shocked when he saw the condition of my fairly new keyboard. After he replaced it I asked him to make sure that the one he replaced got to production somewhere with the simple solution to change the mold to be inset. He agreed. Now, remember, this was way back in 2007.

All hell broke loose in Panama after the girl who worked for me ripped me off in every way she could, leaving me twenty-eight dollars in the bank. My darling cousin, Joan, back in Toronto, said to come and stay with her until I got my life sorted out. I met someone online and moved to London, Ontario.  Not long after moving they sent a tech from a company called UNISYS. Good technician except that for some unknown reason he took the laptop completely apart, replaced the keyboard overlay, but then forgot to reinstall the hard drive so he had to do it all over again. I had the same conversation with him that I had had with the tech in Panama to send the keyboard to production, wherever that was. He agreed.

Sometime later I took another stab at living somewhere that I could afford and researched Ecuador, but it proved to be even worse than Panama if that was even possible. I nearly died when I was overcome with carbon monoxide poisoning and, according to the doctor in Emergency, was minutes from kicking the bucket.

Yet another Dell disaster. This time not only was the keyboard lettering wearing off again but I got a big flashing red warning that the hard drive was about to fail. Scared the crap out of me. I contacted repair again and they sent the most lovely girl to replace the keyboard and the drive. She gave me a newer, faster, bigger drive. Not only that but she wasn’t supposed to have anything to do with installing my Windows or my programs, but she did anyway. I invited her to dinner and to stay over but she had to catch the bus back to Quito, about two hours away. I’m sure she knew what I had in mind. lol

When Ecuador failed for many reasons I returned again to Canada. This time ending up in a group home in Belleville, Ontario. When the keyboard started failing yet again another tech came to replace it. This time after he replaced the overlay and rebooted the computer the motherboard blew. He went back to the original overlay but the laptop was toast  I had to send it to Toronto where they did nothing except waste my time. They returned it to me and the tech came out again to replace the overlay. We held our hands in prayer when he rebooted it and it worked.

Yet another move, hopefully this time more successful, to Mexico. Wasn’t long before the keyboard started wearing off because despite all the expense of all the warranty repairs, Dell had done nothing to solve the problem. This time the tech traveled from Guadalajara. He replaced the overlay and, of course, the motherboard blew the minute he rebooted. Just like the other techs he had no clue why.

At this point, after more than ten years of so much trouble and particularly that replacing the keyboard had blown the motherboard twice now on this same laptop, I told Dell I had had enough. I wanted the laptop replaced with a desktop with a keyboard that would work and continue working in future. I asked if Dell had any keyboard that had the inset keys so the writing would not wear off. No answer. They finally agreed to send the desktop but sent one certainly not of equal value to what I had paid for my laptop. That was disappointing enough, but what I found just unbelievable was that they sent it with the cheapest keyboard possible. I found it on Amazon for FIVE DOLLARS! How could anyone ignore what I had been through, over and over, for years and not supply a decent keyboard? Was that too much to ask? Literally within days the lettering started to wear off. Worse, some of the keys stopped working. I would click on a letter and just get a blank space. Then after I clicked again the letter would start rapidly repeating across the screen until I hit another key to make it stop. Total garbage!

Back I went to Dell and told them I would not return the laptop until they supplied a far better keyboard. They replied with two keyboard links. I had found what looked like a better keyboard at Amazon.com.mx which could be here overnight, but they said they couldn’t supply that one from their distributor here in Mexico. Suddenly out of nowhere a keyboard showed up the next day. You guessed it. Worse than the first keyboard! Nothing has changed in the design of the lettering. It’s still on the surface and will no doubt start wearing off soon.

So, after at least ten warranty replacements, at huge cost to Dell in four different countries, plus, for me, countless hours and hours of downtime and nothing but frustration, for an issue that could have been so easily solved in the first place and at zero cost to Dell, I still don’t have a functional keyboard. Seriously? I have found a real keyboard at Logitech and I’m working with them to get it here in Mexico. Probably going to cost me a hundred dollars on top of all the time I’ve lost, but at least I will end up with a keyboard that works and lasts more than a couple of months. Puts an end to this nightmare.

Oh, and here’s my nineteen page letter to Michael Dell sent to him last year.

Michael Dell

 

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