Ah, Dells. Computers for people who shouldn't be buying computers
Done a lot of work with Dell, both hardware and support, mainly through working at a number of hosting companies (often the end customer gets to specify or supply the hardware so they often go Dell cos it is cheaper than real servers).
I must say Dell is my least favourite of the big hardware manufacturers. The kit is not that much worse than anyone else's, especially if you just stick it in a rack and don't mess with it any more, but when things go wrong the support is awful. At least HP just replace it and IBM just replace it after 2 simple questions.
And they don't listen. Had a number of conversations when arranging delivery of kit on the line of:
Me: Yes, that is our address, and you need to come here first, but the stuff has to go to a datacentre that is about 400 yards away.
Dell: OK, you have the address?
Me: *gives address*
Dell: OK, thank you.
Me: You are definitely aware that the final destination is X even though our office address is Y and you need to come here first?
Dell: Yes got that, delivery to X after attending Y.
Me: You are certain? you always get it wrong in the past?
Dell: *slightly offended sounding* we can do as you ask, that is no problem, I have made a note and it will all be OK.
Me: OK, but if you turn up to the datacentre without me they won't let you in.
Dell: We *do* understand, sir, to you first then to datacentre.
Me: Thank you.
Then one of the following scenarios would always occur:
(1) Me, sitting at my desk, working away quite happily:
Security: This is the datacentre. We have a Delivery truck with lots of Dells but the guy won't go to your office as the kit is to be delivered here.
Me: OK, I'll be there in 2 mins.
*2 mins later*
Me: Where's the truck?
Security: He left as I wouldn't open the door.
*2 mins later, back at my desk*
Me: Hi, Dell? Your delivery driver left without delivering.
Dell: Let em check. OK, it says you refused delivery.
Dell: Refused delivery. He went to X but you refused to let him in.
Me: I told you to come to Y first. I said security at X wouldn't let him in. Why didn't he wait for me?
Dell: Let me check. Nothing about that on the notes, it just says deliver to X.
(2) Picture again, me sitting at my desk, working.
Reception: Hello, this is reception. I have a delivery for you.
Me: be right there.
*15 seconds later*
Me: Hello, Dell kit?
Delivery dude: Yes.
Me: Excellent, the datacentre is just up the road, you want to follow me or shall we both go in your truck?
Delivery dude: Address is here though.
Me: and then delivery to datacentre.
Delivery dude: sorry, can only deliver to the address I have here.
Me: can you phone Dell.
*guy phones Dell*
Delivery Dude: No instructions on any delivery other than here. Where do you want it?
Me: Datacentre up the road.
Delivery dude: Sorry, only somewhere here
Me: Nowhere to put it here and I'm not carrying 12 racks and 120 servers up the road.
Delivery Dude: Just sign here to refuse delivery then.