Dell UK, misinformation, poor support

Hi Scott,

My name is Lorna and I am responding to your post on behalf of Dell, Inc. Thank you for taking the time to voice your concerns and observations. Customer feedback remains our most important tool for evaluating our products, services and representatives.  I appreciate you sharing your customer experience with me and I sincerely apologize for any frustration or inconvenience you may have experienced.
 
I was especially concerned to read that a Dell representative provided you with anything less than the most courteous and professional service.  Clearly, any degree of rudeness on the part of our representatives is completely unacceptable.  I assure you, Scott, we take such issues very seriously, and appropriate corrective action will be taken.

I am US based and not able to view your account records. I am happy to forward your customer account information to customer service representatives supporting the UK. Please provide the following information via private message (click my user name and then click Start Conversation). 

Name:
Email Address:
Shipping Address:
Phone Number:
Order Number:
Service Tag #:
Country of purchase:
Current country location:
Reason:
 
Please accept my sincere apologies for any difficulties you may have encountered during your interactions with Dell up to this point. While I realize that only our future service opportunities can restore your confidence in us completely, I want to assure you our success has arisen from our ability to consistently meet our customers' needs, and Dell always aims to provide a purchase experience that is both satisfying and enjoyable.

I look forward to your reply,
Lorna

Hi peeps,

Unfortunately Lorna; it's the customer services responsible for this; even before the first technician came out I asked for a new system but was told "this wasn't possible", all of a sudden it is; but not to swap my RAM over, (since my posts, Dell are saying they can now send a technician out to remove the RAM but don't mention about replacing this); Dell Complaints and Alienware Management are now also stonewalling me on this; not responding to any emails since Crimbo.

I'll provide the information as requested but I think that this now needs to be dealt with someone much higher than the people I've been dealing with so far.

Someone who called me recently correctly said that they'd send a new laptop out but there's every chance it could have the same problem; which is true, and I was offered a refund, which isn't an option; the reason I ordered a laptop is because I needed a laptop; as I mention to them when they said it's cosmetic that I'm not paying for it with cosmetic money; if they want me to accept this then I'll accept a full refund and send them some cosmetic money; for pure irony I'd send out some Monopoly money.

The problem I face is I've got no proof that they even said what I'm claiming they said, (which I respect people only have my word for, but what kind of person would make up that they're disabled, and they did say what I'm claiming); they stated they weren't recording the calls and back-peddled faster than Lance Armstrong.

The irony is Geoff; I'd accept a sorry; a 3rd person called me and said that I mentioned the Disability Discrimination Act within the UK, but the problems there is Dell know I don't have any money to take any action and even if I did, their calls are outsourced and I've got no proof, I even said that I had no intention of taking any action and that I only mentioned what laws they were very close to breaking, if not having done so, though the key word is "proof"..

I'd happily accept them trying one more ON-SITE attempt with new produced parts, not the parts that their contract technicians have, (example, those from a newly produced system), which would mean I'd have new parts for existing problems and they could sell the newly produced system off as a refurbishment.

I even said they could attempt that one last ON-SITE repair and if it didn't work that I'd accept a partial-refund of the cost of the ON-SITE contract plus the interest of the amount at the rate I'm paying off the credit; a reasonable amount I feel, but they declined; I've since had to get the people who gave me credit involved in this.

The 3rd guy though; as with Lorna; actually said sorry about the incident, and that's OK with me; it's a few bad apples here, and Lorna has no need to apologise on behalf of these other people, but I accept it with gratitude; in fact, the 3rd guy and me had a light-hearted discussion about my conditions and felt he respected me, though as I said; he told me my request for a partial-refund was declined.

I was actually thinking of getting my Mum a low-spec Inspiron laptop as she has a tiny bit of sight left, enough to make out the screen if I use very large cursors and decrease the sharpness a bit; but now; I'm not so sure; heck, since Dell gets the hardware in at trade-value I'd even accept that as compensation, but alas I've got no proof I was offended and that my request for either a RAM swap or the like would be adhered to rather than Dell's "resolutions" which I don't feel are suitable for how things are now, both hardware and customer based, (for reference I can't copy and re-install some data which is why I need the same HDD's too).

Dell as a corperation doesn't care about one customer though, especially with rumours that their shares dropped by nearly a third, even if I told everyone I knew never to buy a Dell product again and to tell everyone they knew the same thing; it wouldn't matter.

I've got the email for the Board Of Directors, but again without proof I probably wouldn't stand a chance even if they did read it, (I even offered the 2nd person complete access to my medical records if Dell requested it, at which point he tried to get around the subject), saying that; if they did contact me I hope they'd understand this issue; as mentioned below with my XPS system I was amazed at Dell's customer support, but something over the last 6 years changed; I'm guessing that perhaps it could be, that with most companies, Dell may have chosen the lowest bidder for their supplies and support.

This incident now is causing me to be more agitated than usual, as well as paranoia and disrupted sleep, but as mentioned above; I've got no proof of this.

My satisfaction is very simple Geoff; a palmrest that has balanced lighting and heck, maybe even a keyboard that's etched properly and does the same, (though I even said I'm willing to let that slide), the last palmrest even the contract technician mentioned it was a dud, perhaps if they even upped the RAM from 2-4-4-4 to 4-4-4-4 as a goodwill gesture, that'd be well appreciated and I'd consider this a "one-off" experience.

I used to own a Dell XPS 720 and when the PSU sparked Dell built me an entirely new system and sent one of their technicians around at my request to swap the HDD's, (and I only requested they swap the PSU, it was Dell's choice they send me a new system from the first phone call, and I even emailed them back with a "thank-you".

Forgive my rambling, I guess this is part of the agitation I'm feeling at the moment.

The one thing I haven't mentioned publicly on this or any other discussion; despite my medical conditions and my mild agrophobia; I'm a musician and comedian; and evey gig I've done over the past 4 years has either been for free or for charity; I bought my M17X R4 not just for gaming but to see how I could expand my music talents and provide the audience and the Scottaholics, (the name for my fans/followers/supporters), with a more robust show and a fresh experience, over 24 years performing and confidence is a very big part of what I do, though I'm not feeling too confident right now about this, (and I can actually provide proof of my charity work, everything from cover-letters to merchandise).

And thanks for your empathy rather than sympathy; I don't want people to feel sorry for my conditions but just to understand them as a 3rd party; that means a lot to me; and discrimination of all forms exists on a global scale; England, Australia, everywhere; I mutually offer my empathy too, though I wouldn't grade any disabilities as "minor" or major"; and you're right, people refuse to believe I'm disabled because I'm 6'2", 198lbs, and can calf-press over two times my weight on each leg and bench almost my own weight.

I'd like to thank you too Lorna, (something important's just come up, so I'll send you the requested information soon), and thank you to anyone who supports my issue here or indeed who fights against any discrimination or donates money to charities; it means so much to my Mother and me.

Many thanks for the support. I anticipate more possible bullying; if they're offering a full refund, (which I've turned down; I bought a laptop because I needed one), then surely a partial refund for a sixth of the amount is more financially beneficial, and if you've been keeping up with the news you'll know why.

Your concerns have been forwarded from this USA Forum to Customer Care Representatives supporting the UK, Someone will contact you as soon as they can.

Thanks for your patience,
Lorna

I had sent a private message to you yesterday. I am looking forward for your response to help you further.

Thanks for the heads-up Roshan; checking it now; I did see it yesterday but I'd recently had a seizure, feeling a bit better now. By the way, have the posts by ausGeoff been censored, seems like Dell is trying to hide something; it's as if we're not allowed to advise each other or support each other....and they did quote that they had a disability themself.

Scott Bull,

ausGeoff refused to follow the Forum Code of Conduct which he agreed to when joining.

Intriguing; thanks for providing me this information; whilst it's not totally related, it's appreciated I'm being kept in-the-know about even these things; if it matters; I'd like to still commend him for his support, if that would help any kind of appeal process.

Thanks again.