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

[apoppin]

Wow . . . 3 more "days" on the phone to Dell and I finally have a couple of e-mail addresses and voice mail numbers . . . but they STILL won't call me back.

I started "all over" again this morning with a Dell Senior rep who PROMISED (I even have his badge number) to send out my replacement battery (the one they LOST) tomorrow.

I had to "prove" I sent it (the tech is denying I sent it, I guess) by contacting the 2 Airborne agents who - 1) helped me ship it to witness the battery was packed and 2) the one who witnessed the notebook was sent back without the battery).

This looks like a really tough fight especially since it appears that Dell considers me more of an "adversary" than a "customer".

Caveat Emptor.

 

[CasioTech]

did they give you a referb, or your old one? We had a squable in the past, so I don't feel sorry for you, but still good to know. I never did like warranties when you had to send your sh!t in. Always problems. But here's my advice, like the advice I get from others here, "don't be so paranoid about your stuff". I guess that applies to your little cosmetic damages. Now you have to live with the fact that they probably dropped it too.

 

[bmacd]

That really sucks apoppin. I dunno if i'd buy a desktop after reading that...most Dell reviews are stellar!

-=bmacd=-

 

[CasioTech]

naw, different story for desktops, easier to fix, so they are nicer. And they send a techie to your house or send you the parts personally. Laptops are always hard to fix and no one wants anything to do with it once it's broken.

 

[apoppin]

Originally posted by: CasioTech
did they give you a referb, or your old one? We had a squable in the past, so I don't feel sorry for you, but still good to know. I never did like warranties when you had to send your sh!t in. Always problems. But here's my advice, like the advice I get from others here, "don't be so paranoid about your stuff". I guess that applies to your little cosmetic damages. Now you have to live with the fact that they probably dropped it too.

I am NOT asking for anyone to "feel sorry" for me (what was our "squabble" about anyway?). I am am big boy now and can defend myself pretty well.

And NOT always problems. I have had my share of RMAs with little incident - this one with DELL is a real NIGHTMARE.

It's just that Dell is always talking "Customer Satisfaction". They are just blowing BS. "Buyer Beware".
(the good news is - when my warrenty expires with Dell - my Visa Gold gives me an extended year - I just hope they have better CS)

EDIT: Nothing refurbished - I bought my system NEW and they simply LOST my battery when I sent it in for warranty service (and didn't want to send me a new battery - or fix ANY problems for that matter).

 

[apoppin]

I want to thank-you guys that have sent me the PMs and contact info at Dell.

I left some messages at Dell and will keep all you guys (and gals) informed of what transpires over the next few days.

However, so far, based on my experience with them, I would NOT recommend a Dell.

EDIT: Now, I might as well return the modem for my desktop and work at getting AOL off of it.
(I DO see what's wrong with AOL - even a free trial)

 

[apoppin]

Well, 24-hours later . . . same "Dell Hell".

Again, I was promised a replacement battery to be sent yesterday with a promised tracking number - NOTHING.

That makes 5-in-a-row Dell CSRs that promised to get back to me that DIDN'T.

I tried a second call to the head of the CSR . . . still no reply.

What does a customer do when they are completely IGNORED?

 

[Ryan]

Dude, you should have got a Gateway

 

[apoppin]

Originally posted by: rbloedow
Dude, you should have got a Gateway

Well, we HEAR how "good" Dell's service is (at least something Beast Buy never claims).

Dell is suck!




And I found "Gateway" is just 'entry-level' for a life-time addiction to hard-core computing.

 

[Skyclad1uhm1]

Originally posted by: apoppin
I got my notebook back yesterday after 6 days just sitting on "hold" at Dell . . . NOTHING is wrong with it EXPECT for the little crap I sent it in for (they didn't bother to fix) - NO TFT problems I can see . . . AND they STOLE my (extra) battery!!!!

Dell "Service" really sucks if you are a "problem" customer. The "supervisor" that was supposed to follow-up withing 48 hours never bother to return my call (the THIRD call they PROMISED and FAILED to make).

Complain about the battery. Unless the local Dell office contains a bunch of pricks they should send a replacement really fast.
I've had the sales representative assigned to the company I work for ask me whether we needed them to check a 7 year old server (4 years out of warrantee) to see if anything needed fixing. At no cost, at our location. That's what I call service.

That, and getting a non-Dell monitor they sold for the price they bought it for themselves (about 20% discount on their sales price), and not having to pay shipment, just cause I said I could get it for that price at another shop (which I could), but that I'd prefer buying it from Dell.

 

[Skyclad1uhm1]

Originally posted by: apoppin
Well, 24-hours later . . . same "Dell Hell".

Again, I was promised a replacement battery to be sent yesterday with a promised tracking number - NOTHING.

That makes 5-in-a-row Dell CSRs that promised to get back to me that DIDN'T.

I tried a second call to the head of the CSR . . . still no reply.

What does a customer do when they are completely IGNORED?

Call the sales department. Those are the guys who are trained to kiss the customers shoes (or certain body parts) to keep them happy. Explain what happened, complain hard enough, and they may even send you a little extra in compensation. (A colleague of mine had the problem of them not sending a printer as it wasn't sold anymore, but them not mentioning it and just scrapping it from the list, he called in about it, got a different printer for the same price, and a digital camera as apology)

 

[apoppin]

Originally posted by: Skyclad1uhm1

Originally posted by: apoppin
I got my notebook back yesterday after 6 days just sitting on "hold" at Dell . . . NOTHING is wrong with it EXPECT for the little crap I sent it in for (they didn't bother to fix) - NO TFT problems I can see . . . AND they STOLE my (extra) battery!!!!

Dell "Service" really sucks if you are a "problem" customer. The "supervisor" that was supposed to follow-up withing 48 hours never bother to return my call (the THIRD call they PROMISED and FAILED to make).

Complain about the battery. Unless the local Dell office contains a bunch of pricks they should send a replacement really fast.
I've had the sales representative assigned to the company I work for ask me whether we needed them to check a 7 year old server (4 years out of warrantee) to see if anything needed fixing. At no cost, at our location. That's what I call service.

That, and getting a non-Dell monitor they sold for the price they bought it for themselves (about 20% discount on their sales price), and not having to pay shipment, just cause I said I could get it for that price at another shop (which I could), but that I'd prefer buying it from Dell.

Thanks. However, I AM complaining about the battery. The first CSR that promised me a battery (on Saturday) sent me an e-mail on Sunday saying: "I cannot order you a replacemant battery since these items are not in your account. If you have purchased them from a 3rd party then they are the responsible party. If you have any questions please send me an email. Also, if you have proof that you did order these items from DELL then you may fax copies to me at # 800-317-3XXX attention "Robyn" on Monday Nov. 18 when I will return to work."

What is up with that? They LOST the battery I sent. Anyway, I DID send proof and got her reply on Monday: "Ok Mr. "apoppin"....I will work on this today and get back to you later.
Mahalos to you too...
"Robyn""

LATER? What YEAR? Then NO further correspondence.

Then the SENIOR CSR "John" also promised to send a replacement battery with an e-mail and tracking ("out by yesterday") . . . I do have his badge number but he claimed he didn't have an extension or e-mail contact (he has GOT to be lying).

 

[apoppin]

Originally posted by: Skyclad1uhm1

Originally posted by: apoppin
What does a customer do when they are completely IGNORED?

Call the sales department. . . .

I HAVE called the Sales Dept. They are the very nicest - true - but "ineffective". And the CSRs and Tech Support and Repair and even have a contact to management.

They ALL basically promise to help - but no longer respond after the call ends. NO one has followed up.

 

[Snuffaluffaguss]

You are the exception to the rule, I and everyone I know has had no problems when something goes wrong with Dell, they sent a tech out at 630pm of the same day I called to replace my mom's modem when it got messed up.

 

[Skyclad1uhm1]

Originally posted by: apoppin

Originally posted by: Skyclad1uhm1

Originally posted by: apoppin
What does a customer do when they are completely IGNORED?

Call the sales department. . . .

I HAVE called the Sales Dept. They are the very nicest - true - but "ineffective". And the CSRs and Tech Support and Repair and even have a contact to management.

They ALL basically promise to help - but no longer respond after the call ends. NO one has followed up.

Keep writing down their names, and ask a Sales representative for his or her manager. Stop being too friendly on the phone, if the manager notices you are pissed off you may have more success. Mention all the names and all the call numbers. And the standard email address for a Dell employee is firstname_lastname@dell.com.

 

[apoppin]

One of Dell's "upper management" got back to me on my cell phone just now and promised a inquiry and full review of my case within 24 hours. (I made a second more "forceful" call this morning.)

Thanks to the Forum member that sent his personal contact info!!!

Looks like there is "hope" afterall.

 

[RossMAN]

Originally posted by: Skyclad1uhm1

Originally posted by: apoppin

Originally posted by: Skyclad1uhm1

Originally posted by: apoppin
What does a customer do when they are completely IGNORED?

Call the sales department. . . .

I HAVE called the Sales Dept. They are the very nicest - true - but "ineffective". And the CSRs and Tech Support and Repair and even have a contact to management.

They ALL basically promise to help - but no longer respond after the call ends. NO one has followed up.

Keep writing down their names, and ask a Sales representative for his or her manager. Stop being too friendly on the phone, if the manager notices you are pissed off you may have more success. Mention all the names and all the call numbers. And the standard email address for a Dell employee is firstname_lastname@dell.com.

I completely agree. In order to be effective you have to start at the bottom and work your way up. You shouldn't have to keep notes on who you spoke with, when and what they said (promised) but you do because they aren't fulfilling their committment to you, the customer. Keep very meticulous (sp?) notes and keep working your way up the management ladder. Unfortunately it's a very time consuming, frustrating and daunting task you've gotta start out with level 1 tech support or CSRs then go to 2 then 3 then maybe you'll get a "Senior Tech" who actually knows what they're talking about but that's only after spending ONE AND A HALF HOURS ON THE PHONE WITH 45 previous tech support reps ... do not be a pushover or be complacent, you have to explain that you're frustrated and upset at the company because this person promised me this on this date and that hasn't happened yet.

If it were me, I would have worked my way up to the executive secretary within hours.

If it were PAB, he prob has Michael Dell on speed dial and would call him up and say "listen here biyatch you know that order for 20,000 sticks of RAM, WTF is it ... my parents are giving away free RAM with every Schezuan Beef order, my 3 fountain machines are here but I have no RAM ... fix this right away!!! or else ..." something like that.

Keep good notes, do not let them push you over and keep calling and bugging them. Work your way up up up the ladder.

 

[apoppin]

Originally posted by: RossMAN

Keep writing down their names, and ask a Sales representative for his or her manager. Stop being too friendly on the phone, if the manager notices you are pissed off you may have more success. Mention all the names and all the call numbers. And the standard email address for a Dell employee is firstname_lastname@dell.com.

I completely agree. In order to be effective you have to start at the bottom and work your way up. You shouldn't have to keep notes on who you spoke with, when and what they said (promised) but you do because they aren't fulfilling their committment to you, the customer. Keep very meticulous (sp?) notes and keep working your way up the management ladder. Unfortunately it's a very time consuming, frustrating and daunting task you've gotta start out with level 1 tech support or CSRs then go to 2 then 3 then maybe you'll get a "Senior Tech" who actually knows what they're talking about but that's only after spending ONE AND A HALF HOURS ON THE PHONE WITH 45 previous tech support reps ... do not be a pushover or be complacent, you have to explain that you're frustrated and upset at the company because this person promised me this on this date and that hasn't happened yet.

If it were me, I would have worked my way up to the executive secretary within hours.

Keep good notes, do not let them push you over and keep calling and bugging them. Work your way up up up the ladder.

Thanks for all your suggestions and tips. I also got some direct contact info from a member (who shall remain unnamed here but you know who you are - THANKS!).

It is just that I am FORCEFUL, keep great organized notes (I have notebook devoted to "dell" with over 10 PAGES of notes with dates, times and contact info) and keep letting the Dell people know how UNhappy I am with their service.

It was just shocking to me that I could get such crappy service (From Dell!) using what usually works for me. And I already "had" the executive secretary (Ms "elpful").

But anyway, it looks like I am making some HEADWAY afterall.

I'll let you know how it turns out . . .

 

[apoppin]

24 hours later - no one bothers to call back - another broken Dell Promise - this time by upper management.

Just before leaving for work, I'll try leaving a strongly worded message of further (bitter) disappointment.


So far, I have been clearly lied to and had lots of broken promises by Dell employees.
From my experience, it's pretty hard to get Dells' ATTENTION when you have a problem with them.

 

[RossMAN]

I would be seriously pissed at this point. Pissed off enough to buy one of those devices which record phone conversations (with the Dell employees consent of course). Just keep moving up the ladder.

Best of luck!

 

[apoppin]

Originally posted by: RossMAN
I would be seriously pissed at this point. Pissed off enough to buy one of those devices which record phone conversations (with the Dell employees consent of course). Just keep moving up the ladder.

Best of luck!

Say, weren't you the fellow that recommended & helped me buy a Dell notebook?

:Q

Just kidding . . . I really appreciated your help then and your moral support now.

I AM seriously pissed off (at Dell). I don't want to sue anyone. I just want Dell to FIX the problems they are responsible for. It's just when a Senior CSR says I will send off your (lost) battery ASAP and then LIES that he has no extension or e-mail at Dell and doesn't bother to follow up - that is SO #@&(!%& irresponsible.

These CSRs all act like there is NO accountability. (Perhaps they are right and there is none as Dell seems to have outgrown the idea of "customer service".

 

[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

 

[CrazyDe1]

After spending 20 minutes on hold and 40 minutes w/ the dell rep I finally got a dispatch #....now heres the biggest load of crap
The system won't boot into windows...
Her: unplug everything but the processor and turn it on
Me: it won't turn on without memory
Her: do it
so I pretend to unplug everything
Me: sorry, doens't turn on
Her: plug in the memory and see if it beeps
Me: shoudl I toss the video card in too?
Her: no

so after 30 minutes of unplugging and plugging stuff in shes like when you turn it on again....PLUG IT INTO A DIFFERENT OUTLET
like thats gonna make a difference....IT HAS POWER LADY....

so anyways, to make a long story short after an hour and a half I got a dispatch # and a new system

 

[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.

 

[RossMAN]

Originally posted by: apoppin

Originally posted by: RossMAN
I would be seriously pissed at this point. Pissed off enough to buy one of those devices which record phone conversations (with the Dell employees consent of course). Just keep moving up the ladder.

Best of luck!

Say, weren't you the fellow that recommended & helped me buy a Dell notebook?

:Q

Just kidding . . . I really appreciated your help then and your moral support now.

I AM seriously pissed off (at Dell). I don't want to sue anyone. I just want Dell to FIX the problems they are responsible for. It's just when a Senior CSR says I will send off your (lost) battery ASAP and then LIES that he has no extension or e-mail at Dell and doesn't bother to follow up - that is SO #@&(!%& irresponsible.

These CSRs all act like there is NO accountability. (Perhaps they are right and there is none as Dell seems to have outgrown the idea of "customer service".

Yes I recommended a Dell laptop and continue to do so. Although I hate to single you out I'm sure that your troubles is a small percentage of the Dell Inspiron laptop owners who are very satisfied with their purchase. Unfortunately they offered a warranty with their product which it seems they are doing everything possible to avoid fulfilling or at least making it a hair raising time consuming process.

Next time buy an IBM ThinkPad laptop