Dell.com #FAIL.... how not to win loyalty

By
Real Estate Broker/Owner with Erica Ramus - Ramus Realty Group - Pottsville, PA RM420589

I have bought over a dozen Dell computers in the past few years -- both for business use and personal use. Last month I bought a laptop on their website. Easy. Added it to my Dell preferred account. 

This month I need another Dell laptop. I built the laptop, added it to my cart and went to checkout. I realized that I was signed in but not to my preferred account (which is a credit line). So I sign in there.

First it takes me forever to figure out how to log in to my preferred account from the cart. #FAIL 1

Second it kicks me out of the cart and I must rebuild the laptop. I do it and it is now $150 more expensive than the one I built 30 minutes ago.  Why? 

The first one I built not being logged in. Now I am logged in.

I can buy a laptop with my business acount with less memory for more money..... and use my preferred charge account.

 

Or I can use a new log in and buy a better laptop with more memory for $150 less?

Thanks Dell. Way to reward a customer of over 7 years.

Maybe that HP laptop on Tiger Direct is looking better now.

 

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Show All Comments
Ambassador
1,076,481
Ellie McIntire
Ellicott City Clarksville Howard County Maryland Real Estate - Ellicott City, MD
CDPE, Howard County Homes for Sale

Grrrrrr. I feel your pain. What kind of reward program is that.?I called Dell just last week and the guy point blank said I would not get a Quad Core for less than HIS $800. This $365 HP is doing just fine thank you!

May 02, 2012 04:33 PM #1
Rainmaker
975,472
Adrian Willanger
206 909-7536 TheHomeFunnel.com - Seattle, WA
Profit from my two decades of experience

Erica, I have to laugh about the HP computer being better? I've had some success with their customer support after I found it, which wasn't, surprisingly, easy. 

May 02, 2012 04:34 PM #2
Rainmaker
517,581
Rob D. Shepherd
Coldwell Banker Coast - Florence, OR
Principal Broker ABR, GRI

We have owned a jillion Dells over the years. After our last experience ( sent it back unrepaired and said they would send us the parts to do it ourself) There WON"T be anymore Dells in our family.

May 02, 2012 04:35 PM #3
Ambassador
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Gary Woltal
Keller Williams Realty - Flower Mound, TX
Assoc. Broker Realtor SFR Dallas Ft. Worth

Erica, Loreena Yeo here in my local area had a Dell laptop, a new one die, crash, almost as soon as she got it. FINALLY i convinced her to switch to a MacBook with Parallels for windows and the Windows 7 emulation. She returned her LAST EVER Dell. YOU should check out Apple. They are GREAT. No more PC's ever. Come on Erica. You can do it too. The dark side feels VERY good.

May 02, 2012 04:39 PM #4
Rainmaker
578,885
Mark Loewenberg
Keller Williams of the Palm Beaches - Palm Beach Gardens, FL
PA 561-214-0370

sounds a little bait and switch action?  hopefully not, but yes have had the same troubles at dell online before.

May 02, 2012 04:45 PM #5
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Tammy Emineth
Personal SEO - Website SEO and Real Estate Marketing - Marysville, WA
Content Marketer, SEO Teacher, Website Fixer

Good grief! YOu would think they would have a better set up by now!? I have bought a lot through Tiger Direct and yes, it seems to work well. Woot.com as well, but sometimes nothing beats Sams Club or Costco...LOL!

May 02, 2012 05:01 PM #6
Ambassador
1,257,950
Erica Ramus
Erica Ramus - Ramus Realty Group - Pottsville, PA - Pottsville, PA
MRE, Schuylkill County PA Real Estate

Thanks everyone. I have had macs in the past but switched to PC based because some of the software we used was not compatible with macs. Maybe that is changed?

May 02, 2012 05:19 PM #7
Rainmaker
648,439
William James Walton Sr.
WEICHERT, REALTORS® - Briotti Group - Waterbury, CT
Greater Waterbury Real Estate

Erica,

I have never heard anything good about Dell computers, and you've given me more ammo for not buying one, ever.

May 02, 2012 05:57 PM #8
Ambassador
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Ed Silva
RE/MAX Professionals, CT 203-206-0754 - Waterbury, CT
Central CT Real Estate Broker Serving all equally

Erica, we had Dell computers in the office and they worked just fine for years, but my last purchase was an HP, more bang for the bucks

May 02, 2012 06:04 PM #9
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Steve Hoffacker
Hoffacker Associates LLC - West Palm Beach, FL
New Home Sales Trainer/Coach, Sales Books Author

Erica,

New customers count for more - as you just found out. :)

Steve

May 02, 2012 08:30 PM #10
Rainmaker
318,134
Ernie Steele
Berkshire Hathaway HomeServices Homesale Realty - Lebanon, PA
Lebanon, PA Real Estate 717-273-3774

Erica, I'm using a very nice ACER that I purchased after 'building' a Dell...Works great...Enjoy your day.

May 03, 2012 01:44 AM #11
Ambassador
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Dick Greenberg
New Paradigm Partners LLC - Fort Collins, CO
Northern Colorado Residential Real Estate

Hi Erica - I experienced this with Dell about two years ago - and I got curious, so I built the same laptop with a preferred account, an unsigned log-in and a reply to a mailer promotionql offer. The price variation was over $400, and the unsigned log-in was the cheapest - but not as cheap as a very similar Dell for sale at Best Buy. I haven't considered Dell since.

 

May 03, 2012 07:25 AM #12
Ambassador
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Debb Janes
The Carl Group, LLC - Camas, WA
REALTOR®, EcoBroker Camas, Washington

I switched to Mac and am so happy - I don't use any of the windows converstion programs - IMHO, if you choose Apple, you'll get used to their software and programs, I can manage fine - and don't have any issues.

May 03, 2012 08:14 AM #13
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Chris Ann Cleland
Long & Foster REALTORS®, Manassas, VA - Bristow, VA
Associate Broker, Northern VA

I built a Dell laptop and I have to say, it wasn't worth the customization.  Truly.  It's a decent laptop, but I got sucked into the hype.

May 03, 2012 08:30 AM #14
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Erica Ramus

MRE, Schuylkill County PA Real Estate
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