Dave Pollard recounts the terrible service he received from Dell. It seems that customer care at Dell means:
The so-called Customer Care department has absolutely no authority to do anything for customers. Their sole job is to explain and apologize for Dell’s idiotic policies, including the five above. They are instructed never to give out their full names, and never to give out names, addresses or contact information of anyone higher up in Dell. In other words, these lackeys are paid to run interference, stonewall and prevent aggrieved customers, and customers who have ideas for improvement, from any contact with the people in Dell who could resolve or act on them. Staggering arrogance, disgraceful and classic corporatist contempt for customers. Every customer has the right to complain, in writing, about bad service or bad products. And in the process to copy the regulatory authorities so that if the complaints are frequent, the conduct of the company will be investigated.
I own two Dell computers, and according to Dave, one in four Dell computers has a serious problem. So what can the small business operator do to get good quality products and at least fair service? I know many people who have had problems with their Apple computers as well.