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August 1st, 2014 09:00
Dell Russia, Customer Support & Warranty issues
Dear Customer Care Board,
This is to inform you of a dreadful level of customer support at Dell Russia. Two days ago I purchased a Dell Vostro 3360 notebook and before too long noticed that there was a defect in its keyboard. One of the buttons repeatedly fell off its place. I contacted local Dell call center (8 10 800 215 61 044) and was faced with very poor handling of my issue. The phone agent Alexei refused to provide further details, declared that "warranty does not cover mechanical damage", although I clearly stated that this was obviously a manufacturing defect, and "buttons don't fall of from Dell's keyboards for the of it". Finally Alexei slammed down a receiver. His colleague Alexander proved more helpful, but also astonished us with a statement that "since the button just fell off, which does not affect its performance, this is not a warranty case", and that "such is the company's policy". I expect that Dell will solve a problem with my notebook and enhance the quality of customer support in Russia.
Best Regards.
zbestwun2001
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August 1st, 2014 09:00
insovietrussia
Boy, these guys are all heart! (sarcasm) I believe they're wrong but we have no authority over Russia.
This is a USA forum, you'll have to contact the appropriate people in Russia to resolve this issue.
If the system is less than 30 days old, tell them you want to return it for a replacement unit. They have to do that and they should send you out a NEW system.
Keep me updated.
Z
insovietrussia
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August 4th, 2014 01:00
Got an answer from Dell’s Social Media Team. This case "will not be covered under the warranty you have as according to the Dell Plastic policy this will not be considered under warranty", they say. But at the same time promise to "check and see what can be done". And not a single mention of tech support staff's peculiar manner of interacting.
To zbestwun2001: Thanks for answering. I was hoping that Dell's customer support is where one finds appropriate people in this case :) Any ideas on who else should I contact?