So I called Dell to get an authorization number so that I could return my computer that I ordered from them. When I finally reach a customer service rep, she asks me what the problem was. I went on to tell her about the Windows stop errors that were occurring sporadically from the first time I booted up the system. I also mentioned that stop errors are very vague, can be anything from bad memory, to hardware conflicts, to driver conflicts. I told her I did not want to go through the hassle of troubleshooting it, and didn’t think I should have to. She then abruptly asks if I had called Dell technical support to get assistance with the problem. I told her that I did not call them, nor did I want to go through the hassle of doing so. Seeing as how I work with computers, it isn’t the first time I’ve run into the BSoD before. It can be an array of different issues, and because I didn’t configure the system, I didn’t really want to start tinkering with things. Nor did I want to sit on the phone while someone else throws out guesses.

To me, it’s the whole principle. I ordered a new system. I’m shelling out a good amount of money. No, not $3,000, but it’s still a lot of money. I don’t know what kind of Quality Assurance process that Dell has in place, but you’d think they could at least ensure that the system can boot up and run their default configuration without running into a STOP ERROR. If it happened once, I would probably have overlooked it. I rebooted the system and it kept on happening. I went so far as to remove all the programs from the Windows XP startup group, so that XP would only load those programs that were absolutely necessary. Even after that, the BSoD presented itself.

So after I tell the customer representative that I did not interface with technical support, she says that I will then be responsible for the shipping cost plus insurance, and an $85.00 restocking fee. This, my reward for returning it in their 21 day grace period I guess. So not only am I out a computer, but I am now incurring what will likely end up being $220-$230 in charges because their system is unstable. SUPER. I said that there was no reason for me to interface with technical support as I did not want to waste my time while they tried to fix something that should not be occurring in the first place. I also told her that I had already made the decision to return it based on my initial troubles and the later discovery that I would be unable to swap components in and out of the system (yeah, that was on me).

So what will I do? What they have asked of me. I will pay to ship the items back, will pay to insure the items so if anything happens to them during shipment, that they are covered. I will pay the re-stocking fee. I will hold up my end of the deal. I will NOT however, order another system from Dell. What started out great (easy order, quick shipment), has ended up a disaster. Perhaps the fulfillment part went so smoothly as their focus is on making a buck, rather than on making sure the customer truly is satisfied. Well they’ve made their buck, will keep their system, but will lose me as a customer. Congratulations.

Oh, and I wanted to send the printer back as well, since from what I understood, it was part of the package. FREE with purchase. I was asked with a laugh as to why I would send it back since it was free. It would cost more to return than it would to keep it. I told her my understanding was that it came FREE as a result of my order, and she stated that no, it was a separate order, and was completely FREE, and mine to keep. So I guess I didn’t come out empty handed, though I didn’t need a printer. I guess I can donate it to someone.
   

UPDATE (12/23): I composed a letter to Dell detailing my experience and mailed it out on Monday. I also sent the letter via email to Investor Relations, the Board of Directors, and Michael Dell. The day after I started getting calls on my cell phone from Dell Customer Service. To date, I haven’t actually spoken with anyone, as we keep playing phone tag. I don’t anticipate that changing until after the holidays are over. I still have not received word on the status of my returns, which were received a week and a half ago.

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About a week ago I ordered a new computer from Dell, and it arrived on Friday. I was really impressed with how quickly the ordered was processed and delivered. I decided that it was finally time to upgrade, with my computer being five years old. After I graduated from college, my buddy and I put this one (AMD Thunderbird 2.8GHz) together from scratch. It was something I had wanted to do for some time, and it was a great experience, but with prices being what they are today, it almost makes more sense to purchase a pre-built system.

I decided on a midrange system (Dimension E310), sort of a compromise between cost and performance. I figured if I can do fairly comfortably with my current system, that anything newer would be an improvement at this point. The only real upgrade I made to the default configuration was selecting a 19″ flatscreen monitor. I unpacked everything and set it up, and right away I noticed it was faster and quieter. I went through the setup, and Windows finally finished loading.

Soon after that, I got the dreaded Blue Screen of Death (BSoD). Having been my first startup, I wasn’t thrilled that I was already running into problems. To top it off, there was no indication as to what the conflict might be.

I decided to continue on and install some software anyway and hope that the problem was a freak occurrence. I soon learned that this was not the case as the BSoD kept presenting it self sporadically. I don’t know exactly what prompted me to remove the case and look inside, but I did. Perhaps, because sometimes the BSoD can occur as a result of newly added hardware, among many other possibilities.

At any rate, I looked inside only to realize that there was only one extra PCI slot. Call me naive, but I had no idea that there hardware (sound card, graphics card) was all built into the motherboard. I had planned on swapping out some of the hardware in the new PC with some of the items that I had purchased for my old PC. Specifically, I wanted to put the Firewire card, graphics card, and maybe even sound card in.

So, to make a long story a little shorter, I’m sending it back. The BSoD is not something I should have to contend with on my first startup. It would be one thing if I had added hardware, or even installed something prior to it occurring, but I hadn’t. I do have experience in trying to troubleshoot those pesky stop errors, but quite frankly, I don’t want to spend the time trying to pinpoint the problem (and shouldn’t have to). The other issue being the fact that I can’t really add anything to the prebuilt system, except for the slots allotted for an additional hard drive, cd/dvd rom, floppy drive, and one PCI card. That said, I did really like the 19″ flat screen monitor.

So, now I’m back to square one. I’m thinking of either going somewhere else, perhaps going for a higher-end system, and/or maybe building it myself.

Anyone have any suggestions? Ideally I’d like a system suited for graphics editing, video editing, gaming, etc, with the option to actually switch out and/or add cards, with extra slots for additional memory.

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