Friday, July 25, 2008

Dell and warranty issues

Dell has a terrible reputation for customer performance – and that reputation has been the biggest driver of the stock price. Jeff Matthews has blogged about it here.

The big Kahuna (Dell himself) came back to Dell to fix quality – and presumably warranty and customer service issues.

I can assure you that the customer service fix has not reached Australia. I have a problem with an XPS1330. It’s a cooling problem – and I admit I probably triggered it by lying in bed with a laptop working. I guess that is what a laptop is for – but the machine got too hot. The motherboard fried around the video card.

The problem is the common problem with the XPS1330. There are several on-internet solutions improving the cooling system. These apparently work – but are not exactly how I want to spend my time.

Dell is a favourite amongst value investors. And maybe it will be a great stock if the service issues turn properly.

And I know that this is just an anecdote – but when I have to approach the Australian Consumer Commission to enforce my repair rights for equipment sold knowingly faulty I suspect there is a fair way to go.

Now is there anyone out there from Dell customer service?

John

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