Our company have been a loyal dell customer for years. As I office manager it is my responsability to purchase all necessary equipment for the firm. We are mid-size Manhattan law firm and have about 25 dell desktops in the office. When senior partner decided to upgrade his desktop, based on our IT person, in June of last (2012) year I bought Optiplex 9010 All-in-one. It started acting up a few months later, but with twicks from ou IT guy it was working fine. Last month it start freezing up over night. Because as an attorney, my boss works a lot remotely, so he can't shut computer off, but always makes sure that he logs off. Because his machine keeps freezing up, he can't log remotely and even when he comes in, the only way to wake this machine is to unplug, plug it back and only then it would turn on.
I called customer service because I had contacted Tech support 3 times and they keep telling me the same things that don't work. Since tech support couldn't help me fix this issue, I asked them to replace this machine. I explained to them that I give Dell alot of business, we have small business account, where I bought many pc's and servers from dell. The customer service rep said that he would transfer me to tech support. When I told her I've been there 3 times in the last week she said she would send me over but stay on the line and explain my issue. After being on hold for 30 minutes I was hung up on. Although I gave my contact phone number, nobody bothered to call me back.I wanted to contact the coporate office to let them know that they lost a customer that spends alot of money with them every year but can't find the number. Dell already lost a loyal customer but I wanted to at least let someone know at corporate support that this has happened so it doesn't happen to someone else.