I hereby recind my comments...

[aphex]

Update: Well i'll be. After dealing with crappy dell support on the phone till nearly 9pm last night, I was told we would have a replacement LCD on my parents doorstep in 4-5 days. Well low and behold, this morning, 9am, DHL rings my parents door and drops off the monitor. Now, i'm used to service like this on my thinkpad (small parts overnighted), but props to dell for overnighting an lcd for them... 12 hour turnaround, I have to say, im impressed, very impressed.


OLD THREAD
-
The power button on my parents Dell 1907fp broke, it will no longer turn off the monitor.

I've now been on hold for nearly 45 minutes, having been transferred through to 6 associates now, each of which claims to be informing the next representative what my problem is, yet when each of them get on the line, they are asking me what my system express code number is...

When i proceed to explain that we don't have a Dell system, only a monitor, which they don't understand the first three times i say it, they then put me on hold for 10-12 minutes while they 'research' the issue. Only to then come back on the line and transfer me to someone else.

I almost want to make up a fake system code so they will at least talk to me.

<grumble>

 

[silverpig]

Everyone should protest by finding the phone number for a Dell accountant or the like somewhere in Dell's corporate HQ and then call that number with these questions.

 

[potato28]

They're probably gonna say something just to keep you on the line for a little longer...

 

[Looney]

That sucks. I've always had good experience with Dell. Well, it may help because most of the time it's either through the Business department, or XPS hotline.

 

[aphex]

this was business

 

[SagaLore]

Sounds like you called the wrong department.

 

[GPett]

Well, sure dealing with a defective product and crappy customer service blows.

But, you have to keep in mind dell makes some of the best monitors out there bar none. They sell them at reasonable prices too.

 

[SmoochyTX]

I would try calling tomorrow around 10:00 AM ET.

 

[isekii]

Email service for the win!

 

[Bacstar]

I used their on-line chat when requesting a warranty replacement on a keyboard. I was pleasantly surprised. Two days later we got a new keyboard.

 

[Looney]

Originally posted by: Bacstar
I used there on-line chat when requesting a warranty replacement on a keyboard. I was pleasantly surprised. Two days later we got a new keyboard.

I tried their online chat like half a dozen times, and never ever got an agent.

 

[raildogg]

I've had good experience with Dell the few times I've called them. Maybe this time around things weren't as good for you.

 

[ultimatebob]

Dell's support does suck. I once called about a defective system fan for a 2 year old Dimension, and they told me that they didn't have that part in stock anymore! Come on, it was a standard issue 80 mm case fan!

I ended up calling the part manufacturer's 1-800 number listed on the fan itself, and they sent me a free replacement with no shipping. Now THAT is good customer service!

 

[AgaBoogaBoo]

1) Try email support
2) There should still be a service code IIRC... if not, give them an order number or something
3) Live chat is an option
4) After being tossed around 2 times, I wouldn't have gone through 4 more, I would request to speak with a manager.

 

[krunchykrome]

I've had Dell's for the last 4 years, and I've never had a problem.

 

[Joemonkey]

I use gold chat on a regular basis, always have the replacement part the next day before 10am

 

[HeroOfPellinor]

I remember I was buying a few systems and wanted to see what our sales rep could do on price. Well, he'd been moved up so I got our new rep. Gave him the specs. guy comes back with prices higher than the same system online. I tell him that and a couple hours later he sends me a new quote with the prices I'd quoted him from online. :thumbsup: Yeah, I can't believe they're losing so much market share to HP. Boggles the mind.

 

[fatpat268]

Originally posted by: ultimatebob
Dell's support does suck. I once called about a defective system fan for a 2 year old Dimension, and they told me that they didn't have that part in stock anymore! Come on, it was a standard issue 80 mm case fan!

I ended up calling the part manufacturer's 1-800 number listed on the fan itself, and they sent me a free replacement with no shipping. Now THAT is good customer service!

Why even bother? Sure, you ended up getting a fan for free, but it wasn't worth that hassle.

80mm fans are dirt cheap.

 

[JulesMaximus]

My computer at work is a Dell. Other than the CD drive crapping out it has been fine.

 

[pyonir]

Originally posted by: krunchykrome
I've had Dell's for the last 4 years, and I've never had a problem.

I've had a Dell system for 6 years and have never had a problem.

 

[mb]

Why wait so long on the phone when you can get the help you need from their online chat in less than 10 minutes?

 

[Fritzo]

i think you called the wrong dept. When I call for Dell monitor replacements, I usually call their accessories suppot number. It's different than their PC support.

 

[ultimatebob]

Originally posted by: Fritzo
i think you called the wrong dept. When I call for Dell monitor replacements, I usually call their accessories support number. It's different than their PC support.

You would think that the checklist that Dell gives their mindless support drones would have something that covers that.

A simple "If customer has Dell monitor without a Dell PC, transfer to department X" would suffice.

 

[HomeBrewerDude]

Originally posted by: Fritzo
i think you called the wrong dept. When I call for Dell monitor replacements, I usually call their accessories suppot number. It's different than their PC support.

you're probably right, but still Dell's support system is so horrible that they can't even recognize this small fact and provide said number.

 

[ballmode]

I have a dell that requires a dell power supply that only fits in that one. It sucks