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This is what the "next business day" extended warranty gets you
Copied from my conversation with Dell Tech chat after no contact from DELL or a technician for nearly a week AFTER my repair was scheduled. I received 3 phone calls scheduling the repair appointment, as well as an email telling me the part had shipped on 8/27/14. Then, when I connected with Support today to find out what was going on - I was treated to the following conversation:
| This is an automated email sent from Dell Chat. The following information is a log of your session. Please save the log for your records. |
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| Time |
Details |
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| 09/08/2014 12:25:42PM |
Session Started with Agent (CEBg_Grace_236362) |
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| 09/08/2014 12:25:42PM |
Tim: "Still no contact on this repair - Service Call:,." |
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| 09/08/2014 12:25:52PM |
Agent (CEBg_Grace_236362): "Hi. Thank you for contacting Dell Basic Warranty Support Chat for Optiplex and Latitude Systems under the Corporate and Business Group, my name is Grace, I'll be happy to help you with your concern. Can I please have your alternate phone number aside from" |
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the one you entered? |
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| 09/08/2014 12:26:14PM |
Tim: "That is the only one I have presently" |
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| 09/08/2014 12:26:51PM |
Agent (CEBg_Grace_236362): "Thank you." |
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| 09/08/2014 12:26:57PM |
Agent (CEBg_Grace_236362): "How are you doing today Tim?:)" |
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| 09/08/2014 12:27:14PM |
Tim: "not bad. you?" |
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| 09/08/2014 12:27:29PM |
Agent (CEBg_Grace_236362): "Glad to hear that!" |
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| 09/08/2014 12:27:32PM |
Agent (CEBg_Grace_236362): "It’s a busy day, but so far it’s been great!" |
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| 09/08/2014 12:27:37PM |
Agent (CEBg_Grace_236362): "Thanks for asking." |
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| 09/08/2014 12:27:44PM |
Agent (CEBg_Grace_236362): "By the way,just give me 2-3 minutes here to check the account. Thank you" |
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| 09/08/2014 12:31:57PM |
Agent (CEBg_Grace_236362): "Hi Tim, thank you for waiting." |
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| 09/08/2014 12:32:17PM |
Agent (CEBg_Grace_236362): "To verify, are you contacting us regarding the LATITUDE E6430 listed on your account?" |
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| 09/08/2014 12:32:27PM |
Tim: "yes" |
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| 09/08/2014 12:32:54PM |
Agent (CEBg_Grace_236362): "Thank you." |
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| 09/08/2014 12:33:29PM |
Tim: "I had a repair technician scheduled for last tuesday - 9/2 - and I havent seen or heard from them yet" |
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| 09/08/2014 12:33:35PM |
Agent (CEBg_Grace_236362): "Anyway, I understand that this for a motherboard replacement. Right?" |
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| 09/08/2014 12:33:50PM |
Tim: "yes" |
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| 09/08/2014 12:34:06PM |
Agent (CEBg_Grace_236362): "Thank you." |
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| 09/08/2014 12:34:29PM |
Agent (CEBg_Grace_236362): "The part is in back order." |
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| 09/08/2014 12:34:40PM |
Agent (CEBg_Grace_236362): "ETA is 09/15/2014." |
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| 09/08/2014 12:35:26PM |
Tim: "and no one felt they should let me know that? I have an employee who has been without a computer for 2 weeks when I'm supposed to have next business day warranty service." |
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| 09/08/2014 12:35:27PM |
Agent (CEBg_Grace_236362): "Is there anything else I can help you with?" |
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| 09/08/2014 12:37:36PM |
Agent (CEBg_Grace_236362): "I apologize for the inconvenience Tim." |
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| 09/08/2014 12:39:37PM |
Tim: "I paid extra for next business day service on this warranty - how am i being compensated for waiting over three weeks?" |
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| 09/08/2014 12:40:11PM |
Agent (CEBg_Grace_236362): "Yes, I understand how you feel Tim." |
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| 09/08/2014 12:40:36PM |
Agent (CEBg_Grace_236362): "Yes, the service could have been done next business day if the part is available." |
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| 09/08/2014 12:40:48PM |
Agent (CEBg_Grace_236362): "Don't worry we will closely monitor this case." |
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| 09/08/2014 12:41:31PM |
Agent (CEBg_Grace_236362): "Anyway, we do not provide any compensation for delayed service. The best that we can do is to closely monitor this case until this will be resolved." |
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| 09/08/2014 12:42:34PM |
Tim: "if you are closely monitoring it, then why did someone schedule an appointment for 9/2 - not show up - and not even contact me to let me know you weren't showing up?" |
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| 09/08/2014 12:42:58PM |
Tim: "or let me know that the part was delayed for 2 weeks?" |
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| 09/08/2014 12:45:52PM |
Tim: "and why do i have an email saying the part shipped on 8/27?" |
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| 09/08/2014 12:50:50PM |
Agent (CEBg_Grace_236362): "I apologize for the inconvenience. I will gladly inform the technician who owns this case." |
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| 09/08/2014 12:52:40PM |
Tim: "thank you for your time. I'll go ahead and copy this conversation to your support forums so other customers and potential customers can see what they are really getting when they pay the extra money for a "next business day" extended warranty." |
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| 09/08/2014 12:54:24PM |
Session Ended |
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This could not have occurred at a more appropriate time. We are scheduled to refresh 550 computers in January. Suddenly I'm ready to accept bids from other vendors.
Anonymous
5 Practitioner
5 Practitioner
•
274.2K Posts
0
September 8th, 2014 13:00
Hi TimmyHaas,
Thank you for posting your comments on the Dell Community Forum Customer Care Board. I appreciate the opportunity to address your Next Business Day warranty inquiry.
Although it’s a bit of a misnomer, the term actually refers to the Onsite Technician's obligation to call you to schedule an appointment by the “Next Business Day” after receiving the part from Dell. We do our best to keep replacement products available for our customers and a large majority of orders are shipped within the time frame referenced at the point of contact. However, some products are provided to Dell by vendors. Due to many factors involved with the fulfillment of third party orders, a delay in any vendor component will result with a delay in the shipment of your order. Dell is unable to guarantee any delivery dates. Any shipping information provided on our website, by sales representatives or technical support agents is an estimate only and subject to change based upon availability.
I sincerely regret you were not informed of the product delay. Generally an email is sent to provide a new estimated ship date for the part. Onsite visits are usually scheduled by the service technicians once the part has been received. I have heard of one other instance when the Dell technician scheduled an onsite visit, but I don’t understand why they would do that without knowing if the product was available for immediate shipment and the availability of the onsite technician to meet those expectations.
It's genuinely sad to lose a longtime, loyal customer, no matter the reason. Please accept my apology for any frustration or inconvenience you may have been caused. We strive to provide a great purchase experience for all of our customers. I regret we missed the mark in your case.
Please know that Dell greatly values your business, and we would make the most of a second chance to serve you, should you grant us one. I realize we have already missed one opportunity with you, and I am confident that given another, we would be successful in providing you with the exceptional products and service associated with the Dell name.
Thank you for your patience,
Lorna
slow S110
2 Posts
0
September 8th, 2014 13:00
I just spent $9,000 two-weeks ago to upgrade a small business and I'm already regretting it. Horrendous support.
XImpalerX
1 Message
0
November 19th, 2020 05:00
Hi Lorna,
I am also going through a similar issue and I don't buy your explanation of "the Onsite Technician's obligation to call you to schedule an appointment by the “Next Business Day” after receiving the part from Dell."
When I read this https://www.dell.com/downloads/emea/services/ie/en/nbd.pdf
it states "Dell’s Next Business Day On-Site Service (NBD)* can place a Dell-certified engineer at the customer’s location the following business day, after completion of telephone-based troubleshooting when a Dell technician accepts and logs a system fault call before 17:00 Monday-Friday**, subject to parts availability."
So it actually has nothing to do with scheduling an appointment, but that a technician is supposed to be dispatched the next business day after phone support fails. Granted it still depends on "parts availability," though I seriously doubt, in my case, that Dell cant acquire a hard drive. I see thousands of them on Amazon.
What I think is the "parts availability" clause is there for, is instances where onsite techs are understaffed or overworked and it's a convenient "reason" to not offer next business day on-site support, which is what we pay for actually.