Ever wonder why Dell – which once had a reputation for great computers and wonderful service – lost its reputation?
The New York Times this week provides one answer in its in-depth report on how Dell knowingly shipping millions of faulty computer from 2003 to 2005.
An article Monday by reporter Ashlee Vance, details how the math department at the University of Texas noticed that some of its Dell computers were failing. It asked Dell the examine the machines, and the firm said it was the schools fault for overtaxing them by requiring them to perform complex math calculations.
But internal documents show that the Dells sold to the university were “riddled with faulty electrical components that were leaking chemicals and causing the malfunctions. Dell sold millions of these computers from 2003 to 2005 to major companies like Wal-Mart and Wells Fargo, institutions like the Mayo Clinic and small businesses,” the article states.
“The funny thing was that every one of them went bad at the same time,” Greg Barry, the president of PointSolve, a technology services company near Philadelphia that had bought dozens told the Times.. “It’s unheard-of, but Dell didn’t seem to recognize this as a problem at the time.”
” Documents recently unsealed in a three-year-old lawsuit against Dell show that the company’s employees were actually aware that the computers were likely to break. Still, the employees tried to play down the problem to customers and allowed customers to rely on trouble-prone machines, putting their businesses at risk. Even the firm defending Dell in the lawsuit was affected when Dell balked at fixing 1,000 suspect computers, according to e-mail messages revealed in the dispute.”
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[...] This post was mentioned on Twitter by George Gombossy, George Gombossy. George Gombossy said: Dell Computer Company Hid Massive Problems From Customers http://bit.ly/dxVTzm via @AddToAny [...]
Aaaah, George. You have unleashed the lion with this one. In 2002, I bought a pc from Dell. After spending one hours with a customer rep trying to put together a relatively simple system, I was sent a computer without an internal modem. Then when trying to correct this, I spent at least five hours of phone time with reps from all over the world, who would listen but would do nothing. That NOTHING finally was resolved after sending a letter to Dell Corporate. I received a call from customer service and finally was sent the additional part. Three years ago, my keyboard had become illegible. After ONE HOUR with a customer rep finding me the best price…and here is my favorite part, Dell sent me a Spanish keyboard. I am not joking. With the ‘sedilla’ etc. When I complained to Dell, they credited my account [another one hour phone call] and told me to just throw the keyboard away. I decided to use the keyboard which has ENGLISH memory as per the pc software. A guy pal could never use this computer because so much of the punctuation can not be read, it must be ‘typed’. And that is Dell, in a nutshell!
Payback’s a bitch.
By Jai Singh
Staff Writer, CNET News
ORLANDO, Florida–When it comes to the state of Apple Computer, everyone has an opinion.
And at the Gartner Symposium and ITxpo97 here today, the CEO of competitor Dell Computer added his voice to the chorus when asked what could be done to fix the Mac maker. His solution was a drastic one.
“What would I do? I’d shut it down and give the money back to the shareholders,” Michael Dell said before a crowd of several thousand IT executives.
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