Dell Service )**Final UPDATE** (Bad, really Bad . . . but they're Workin' on it)

[wyvrn]

No they didn't steal from me, but they did lie. I was supposed to get a call back from a manager several times and never did. Plus my case notes mysteriously disappeared from their system so that I had to constantly re-explain my problem. It got so bad on the phone that the CSR wouldn't even listen to me, as soon as they heard laptop they immediately cold transferred me to the laptop department, which REPEATEDLY REFUSED to handle my case. I swear I could write the Better Business B. about this.

Originally posted by: apoppin

Originally posted by: wyvrn
Dude this is nothing. My experience with Compaq support is actually worse. In fact, I think I'll start a new thread on it

Gasp! You mean they stole from you, lied to you and then IGNOREd - from lowly CSR to middle management - your complaints.
Please, bring on the story. I have to head for work so I'll look back in on it tonight.

The sad thing is, I NEVER hear how good Compaq service is; Dell (supposedly) prides itself on its "excellent" service. Well, Dell is hypocritical as far as I can tell.

 

[iam4u2nv]

I am (knock on wood) a very lucky Dell buyer. I love them and they are all we buy at work. We have very little trouble and I recommend them highly. People all over have horror stories of companies and bad stuff. I myself had a bad experience with IBM and I will never buy IBM ever again. I ended up totally messed over with a partially working machine. Anyhow I still like Dell best though sadly there are occasions where bad stuff happens.

 

[apoppin]

Originally posted by: wyvrn
No they didn't steal from me, but they did lie. I was supposed to get a call back from a manager several times and never did. Plus my case notes mysteriously disappeared from their system so that I had to constantly re-explain my problem. It got so bad on the phone that the CSR wouldn't even listen to me, as soon as they heard laptop they immediately cold transferred me to the laptop department, which REPEATEDLY REFUSED to handle my case. I swear I could write the Better Business B. about this.

Originally posted by: apoppin

Originally posted by: wyvrn
Dude this is nothing. My experience with Compaq support is actually worse. In fact, I think I'll start a new thread on it

Gasp! You mean they stole from you, lied to you and then IGNOREd - from lowly CSR to middle management - your complaints.
Please, bring on the story. I have to head for work so I'll look back in on it tonight.

The sad thing is, I NEVER hear how good Compaq service is; Dell (supposedly) prides itself on its "excellent" service. Well, Dell is hypocritical as far as I can tell.

Keep at them. DON'T GIVE UP! That's what "they" want you to do.

As for me, it looks like Dell management is gettinmg my message. I got THREE call backs and a follow-up to a call back.

I wasn't able to discuss with them since I was at work but made an appointment to talk with a manager tomorrow morning.

I'll keep you informed - thank-you for your support, suggestions and encouragement.

 

[apoppin]

AM Update:

Dell dropped the ball again (not that they were ever carrying it in the first place . . . the manager that was scheduled for out phone appointment wasn't there (or not answering her voice mail after 1/2 hour, either).

If this wasn't so damn irritating, it'd be funny.



I'm off to work . . . aloha.

 

[minus1972]

[steve voice]"Dude, you're getting screwed!"[/steve voice]

 

[apoppin]

Originally posted by: minus1972
[steve voice]"Dude, you're getting screwed!"[/steve voice]

Maybe not. It looks like I am finally really going to get heard.
This issue is NOT about me being right - it's being heard and not simply dismissed.

IMO, a company is measured by how they SOLVE their sticky problems and Dell IS making a serious effort to get back to me (it looks like a miscommunication between managers messed up today's appointment) - I got 3 return calls, apologies and an APPOINTMENT for Monday morning.

So, I'll reserve judgement till then and let you know what happens.

 

[apoppin]

OK, FINAL update (unless Dell REALLY screws up now).

I just got off my phone appointment with a more senior "problem-solving" manager who promised to (1) send out my battery ASAP, (2) exchange the DVD-ROM and second battery and (3) find out the "issue" with my LCD.

She also apologized profusely for Dell's "service" to me (many times).

So I am a pushover - I accepted her apology. Who knows, in time, I might even recommend Dell notebooks again.