We have a customer who has purchased 19 Optiplex 390's at the same time in January, out of these 19 machines 7 have failed and had to have their motherboards replaced.
We have tried to get Dell to admit that there is something wrong with these machines and replace the faulty boards, but so far I have supposed had a Dell Technical Account Manager named A***** M******* call me to help rectify the issue. Now he hasn't called me but he's told my head office that he has, so basically lying.
We've spoken to our Sales account manager but every time it ends up with trying to get a hold of A***** M*******.
We were told that this would only get investigated after they were given 5 faulty boards, but the existing failed boards that Dell already have don't count?
So after much chasing around and moaning to everyone at Dell, what A***** has said is that they will collect the latest 2 failures, which will be investigated by some department in Dell, then sent to another department and then finally sent to China to be diagnosed there.
I think "not fit for purpose" is something I may use to refer to Dell from now on. What makes this worse is that we spend over £200k a year with Dell and this is the thanks we receive for recommending their products.
I just want to say that the first line technical engineers that I talk to dealing with break / fix issues have been absolutely great, just the higher ups seem to be useless *****.
Edited: Removed name.
Edit 2: After thinking about this calmly, I am apologising for the way i've presented this post and to AM for originally posting his name, quite rightly other posters have said it not professional and I could have explained the situation in a better manner.
I would also like to say that after a very quick response from Mourin and AM that this issue is being dealt with.