Warranty Result Drives Away Dell Customer

Re: “Hey Dude, You’re Getting Like Dell,” March 9:

When my Dell acted up I called Dell Computer technical services and was switched to India, where a helpful lady offered several suggestions that I followed with no good results.

I took the computer to a technician who replaced the CD-ROM drive and suggested I call Dell because I was within warranty.

I called Dell and listened to a reassuring message about their great tech service and warranties and was then switched to India and was told I had to have the old drive checked by them.

I said I was not going to take the thing apart to have the technician install the old drive to save the $20 item that cost them no more than $7. The lady went to her supervisor when I got a bit insistent but no change in the answer.

Knowing the reputation of Michael Dell and his innovations, I thought he would be interested in the experience of one of his customers. I wrote out the story and sent it addressed to him with “personal and confidential” typed on it.

Some time later a nice lady called to ask me what my problem was and I said it was all in the letter but that Dell was making a big mistake treating a customer as I had been treated. I said Dell had saved $20 but lost a customer.

She said that the tests were the only way Dell could offer the wonderful warranty policy. I said the policy was not worth the paper it was written on.

Michael Dell might excel in “speed and customization” and be a “master of inventory,” as you stated in the article, but he has some work to do on warranties.

Paul H. Wangsness

Burbank

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The story about the auto manufacturers visiting Dell Computer to study their production processes was interesting. However, the visitors (and the report) may have missed a critical point.

The reason I have purchased several computers from Dell is because of their product quality and service.

Jack Betz

Camarillo