Dell Computers Versus Apple/Macintosh Computers

My husband hung up the phone in utter frustration. He had been attempting to talk to a customer service representative from Dell Computers. Unfortunately, language was an issue. My husband does not speak Hindi and the customer service rep apparently did not speak English.

This was not his first call regarding a computer issue. He had been attempting to locate an order for several days and was hung up on three times while trying to talk to someone in charge. As formerly loyal Dell computer owners, we have had it.

The latest issue came from a laptop order. My husband ordered the Dell laptop for his business and after the normal wait, he called to find out what happened to the computer. It had not yet been sent. Already becoming frustrated, my husband urged the representative to hurry it along as delivery had already been promised. It was urgent that our business receive that computer as soon as possible.

Monday, the next assigned delivery date (next day air shipping), came and went with no computer. Again a call was placed and routed to India. He was told they had no idea what happened- the computer should be there. Ironically, the delivery company called my husband shortly after and told him that the computer box was opened and the computer stolen. They promised to inform Dell immediately. Three days later Dell finally informed my husband, by email, of the stolen computer and promised to send another computer.

We have paid for next day shipping.

It is two weeks later and we are still waiting.

I realize it is not their fault the computer was stolen but Dell's customer service proved what an unreliable company they really are. In the past, we have had a multitude of issues with Dell computers and customer service has grown increasingly unhelpful. Surly or non-English speaking representatives are, as a whole, overwhelmingly antagonistic. Representatives are automatically on the defensive and take issues personally. (Hence the hang-ups on customers.) Their training does not seem to include how to diffuse upset customers. Can you get a manager or someone in charge on the phone? Not on your life.

Enter Apple Computers. In researching and talking to other Apple owners, we discovered a whole new world. In high school, I learned to dislike Macintosh computers because they were not user friendly. Little did I know what vast improvements they made in 10 years!

Customer service is at the core of Apple, pardon the pun. Apple's website, iTunes music and video library, and stores are clean, neat and very user friendly. The computers are cutting edge technology and simple for even the youngest or least-computer savvy people to understand.

I have been using a MacBook Air for over a month now- my very first Apple computer- and I am in love. After a few minor "re-learns" such as command+c= copy instead of control+c= copy (on a PC), typing on an Apple is far simpler than dealing with the complex menus of a PC.

Customer service, as I mentioned, is a dream. My external CD drive for my computer would not sync. Afraid that I was doing something incorrectly, I went to my local Apple store for help. The young man who greeted me at the door attempted to hook it up for me and encounter the same problem. With a smile and apologies, he directed me to the concierge service. This service was to schedule an appointment with a "genius" or in PC terms, tech support. While he kindly packed my computer and drive up in my bag, I made an appointment. All the while, this young man continued to apologize and told me what I should bring along for my appointment, in order to make it go smoother.

I arrived for my appointment the next day and within a few minutes my "genius" had diagnosed the problem. She told me the problem was with the CD drive and would replace mine immediately. She checked out the new drive first, to make sure it was not a dud, and then sent me on my way within 10 minutes. She was professional and apologetic and had me smiling instead of scowling. What service!

The biggest difference in customer service with the two companies is that Apple is hands on, very friendly and will listen. They are very apologetic if something is not working- even if you are the one at fault- and are willing to teach you if you need it. They are extremely helpful and that includes inquiries I made online as well. My questions were always answered in a timely manner. When I made a mistake on iTunes, they kindly refunded my money and advised me on the best way to change my settings to prevent the issue from happening again. They knew diffusing my frustration would lead to a loyal customer. And they have one!

How has Dell handled our problems? They route inquiries to India to someone who barely speaks English.

Dell has lost a very loyal customer in our family. Over the years we have purchased and would have continued to purchase many computers from them. However, as a result of their extremely poor customer service, we looked elsewhere and discovered a beautiful new world of customer support in Apple.

So long Dell PC, hello Mac!